What is the main difference between SMS and WhatsApp for business?
Reach. An SMS arrives on any working mobile number, including basic phones and phones with no data. A WhatsApp message arrives only if the customer has the app, is online and has your number saved or has messaged you. SMS is short text only, while WhatsApp handles media, documents and longer conversations.
When is SMS the better choice for a business?
Choose SMS when the message must reach everyone on the list, whatever phone they carry. That covers OTP codes, payment and account alerts, fee reminders, appointment reminders and short notices such as a closure or a venue change. It also suits customers who use basic phones or switch off mobile data to save money.
When does WhatsApp fit better than SMS?
Choose a chat app when a conversation follows the first message: answering product questions, sharing photos and price lists, or sorting out a delivery with a customer who already chats with you. It also suits content that does not fit in a short text, such as a catalogue, a receipt image or a voice note.
How do SMS and WhatsApp costs compare?
SMS here is billed per credit: one segment to one recipient uses one credit, at NPR 0.90 to NPR 0.60 before VAT depending on monthly volume, with no monthly fee. WhatsApp business messaging has its own pricing, set by Meta, which this page does not quote. Compare the cost per message you actually need to send.
Can a business use both SMS and WhatsApp?
Yes. Use SMS where the message must reach every number, such as an OTP or a fee reminder, and a chat app where a conversation follows. Keep a separate consent record for promotions on each channel, and avoid sending the same offer on both at the same moment, which interrupts the customer twice for one message.
Questions people also ask
Does SMS need internet on the customer's phone?
No. SMS arrives over the mobile network, so it reaches basic phones and phones with mobile data switched off.
Is SMS a good fit for OTP codes?
Yes. An OTP by SMS works without an app on the customer's phone. The OTP SMS page explains how codes are sent through the API.