Use this guide to decide which messaging setup you need before launching playbooks, routes, campaigns, replies, or subscriber captures.
Hellotext can use different channels and sender types depending on how customers should interact with your business. Start with the channel customers expect, then confirm the sender setup that fits your volume, country, and subscription flow.
Choose your first channel
Use SMS when you need broad reach and your account already has an approved sender or short code available.
Use WhatsApp when your customers already prefer chat, when you want richer conversations, or when you plan to use product catalog and commerce flows inside WhatsApp.
Use Instagram DM when customers discover your business on Instagram and initiate product or support conversations there.
Use Facebook Messenger when customers contact your Facebook Page and your team needs those conversations in the Inbox.
Use Mercado Libre when you sell through the marketplace and need transaction-specific post-sale conversations in the Inbox. It is tied to eligible Mercado Libre orders and is not a general campaign destination.
Many businesses use several channels: SMS for reach, WhatsApp for richer outbound and conversational experiences, Instagram or Messenger for customer-initiated social conversations, and Mercado Libre for marketplace post-sale support. Campaigns, routes, and playbooks can use the channels differently, so confirm how channel selection works for the experience you are launching.
Keep reading: SMS channel fundamentals, WhatsApp channel fundamentals, Instagram DM fundamentals, Facebook Messenger fundamentals, and Connect Mercado Libre.
SMS sender options
Use an exclusive short code when you send at higher volume or need a short code used only by your business.
If you are not sure which SMS sender is available for your account, contact your Hellotext representative before building the campaign, playbook, or route.
Before you send
Before launching a campaign, playbook, or route, confirm that:
- The sender or short code is active.
- You have tested inbound and outbound messages.
- Subscription copy clearly explains what customers are joining.
- Replies are routed to the people who will answer them.
- Your audience has consent for the channel you plan to use.