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WhatsApp & SMS
WhatsApp, SMS and RCS deserve the same strategic thinking as your best email. From permission and compliance to copy and timing, every detail is considered. Every message has a purpose. Every send is earned.
What we do
Sits alongside your email programme. Different shape, same standard.
Onboarded on Meta-approved BSPs. Template approval, opt-in management, two-way replies.
Order, delivery, appointment, account, every operational message, on-brand.
Permission-first promotional sends with frequency caps and engagement scoring.
Two-way flows that handle qualification, booking and support handover.
Short-code or long-code sends for markets where WhatsApp penetration is thin. RCS available where carriers support it, with fallback to standard SMS.
POPIA, GDPR, TCPA. Opt-in records, suppression hygiene, audit trail.
Proof
“We were nervous about WhatsApp, the channel felt loud. Inboxd built it like a craft programme. Opt-outs are 1.1%; sales are up 22%.”
Head of CRM · Kindred Co.
Alternatives considered
There are three ways to run WhatsApp marketing. Here's when each makes sense.
| Criterion | WhatsApp Business AppThe free app; good for micro-businessesGood | Self-serve BSPSign up directly with Wati, Zoko or similarBetter | Inboxd managedFull-service: onboarding, content, complianceBest fit |
|---|---|---|---|
| Send volume | Limited; not suitable for broadcasts above ~250/day | Scales; but platform configuration is self-managed | No ceiling; we manage volume ramp and warm-up |
| Template management | Manual; basic approval | Self-service; you manage submissions and version control | Managed: we draft, submit, track, and version all templates |
| Compliance | Basic opt-out; no audit trail | Built-in opt-out; audit trail depends on platform | POPIA/GDPR/TCPA audit trail; suppression hygiene enforced |
| Copywriting | Your team writes everything | Your team writes everything | Senior copywriter on all templates and journeys |
| Reporting | Basic message stats | Platform analytics; limited cohort analysis | Revenue attribution, opt-out trend, engagement scoring |
Self-serve BSPs are the right choice if you have a capable in-house team and primarily want the API access. Bring us in when you need compliant list onboarding, strategic content, and a programme you can defend to your legal team.
Common questions
The WhatsApp Business API is Meta's enterprise-grade access tier for brands, separate from the WhatsApp Business App. It requires a Business Solution Provider (BSP), Meta business verification, display-name approval, and template pre-clearance. Getting this wrong delays go-live by weeks. We've done this onboarding dozens of times.
Yes, when executed correctly. Compliance rests on three things: explicit opt-in records tied to the contact, prompt opt-out processing (we enforce a 24-hour SLA), and suppression hygiene. We build all three into every programme as non-negotiables, and we maintain the audit trail for regulator requests.
Across our current WhatsApp accounts, median read rate is 98% and campaign reply rates range from 12-35% depending on offer and audience quality. These are materially higher than email, which is why we stress permission and frequency discipline. High engagement is only an asset if it doesn't incinerate the list.
WhatsApp reads faster, replies more, and converts better on time-sensitive offers. Email wins on volume, automation depth, and re-engagement. They're complementary, our programmes use both, triggered from the same behavioural signals, with send logic that avoids double-touching the same customer twice in 24 hours.
Meta requires pre-approved message templates for any outbound promotional send. Templates can contain variables but must follow category guidelines. Conversational (non-template) messages are only allowed within a 24-hour window after a customer initiates contact. We manage all template submissions, version control, and approval tracking.
Yes. SMS is stronger in markets where WhatsApp penetration is lower (notably the US and parts of Europe), and for pure transactional messages where a branded app interface adds cost without value. For South African, UK, and MENA audiences, WhatsApp is usually the primary channel with SMS as fallback.
Opt-outs are processed within four hours and marked as permanent suppressions in your CRM, re-adding them without fresh consent is a POPIA/GDPR violation we won't execute. For lapsed lists, we run a re-permission campaign via a different channel (usually email) before any WhatsApp send. We'd rather start with 10,000 confirmed opt-ins than 100,000 unverified contacts.
We have established relationships with Vonage (now Ericsson), Zoko, Wati, and Braze (for enterprise accounts). BSP selection depends on your existing tech stack, send volume, and two-way conversation requirements. We'll recommend the right fit at the briefing stage, there's no referral arrangement influencing that recommendation.
Last reviewed: July 2026
Want WhatsApp without the chaos?
From BSP onboarding to first send, a clean, compliant, on-brand WhatsApp programme that customers actually thank you for.