WhatsApp or SMS: which one to use and when?

Favor WhatsApp when:

• Your audience is mainly active on WhatsApp (very common in Morocco)
• You want to enrich the message (images, buttons, PDF, rich clickable links)
• You lead a conversation with the customer (support, order tracking)
• Cost per message is an important factor for utility notification volumes

Favor SMS when:

• You must guarantee universal deliverability, including to numbers not registered on WhatsApp or with an unstable internet connection
• This is a critical OTP requiring maximum reliability (SMS does not depend on a data connection)
• The recipient has not given their WhatsApp Business opt-in

The best approach: combine the two

Many EnvoiSMS.ma customers use a hybrid strategy: WhatsApp attempt first (optimized cost, enriched experience), with automatic fallback to SMS in the event of non-delivery.