Many Indian businesses still send offers and alerts by bulk SMS. Others have moved to WhatsApp. Which is better? The honest answer: it depends on the message. Here is a simple WhatsApp vs SMS comparison.
The rules
- SMS: in India, business SMS needs DLT registration under TRAI rules — your company, sender ID (header) and every message template must be registered with a telecom operator's DLT platform.
- WhatsApp Business API: your business is verified by Meta, and messages you start must use templates approved by Meta.
Both have rules. Both are manageable once set up.
What each can carry
- SMS: short text only, with a character limit per message.
- WhatsApp: text, photos, PDFs, videos, buttons for calling or visiting a link, and longer messages.
For a saree shop, a photo of the new collection says more than 160 characters of text.
Two-way conversation
Most business SMS is one-way — customers can't easily reply. On WhatsApp, the customer simply replies, and your team answers in the same chat. That turns a broadcast into a conversation, and conversations sell.
Trust and brand
SMS shows a six-character header like "VM-SHRMSR". WhatsApp shows your business name and profile picture, which customers recognise more easily.
Reach
SMS reaches any mobile phone, even basic phones without internet. WhatsApp needs a smartphone and data — which most of your customers already have, but not all.
When SMS still makes sense
- One-time passwords for customers who may not have WhatsApp.
- Customers in areas with weak internet.
- Very short alerts where no reply is needed.
When WhatsApp works better
- Order confirmations with a PDF invoice.
- Offers with product photos.
- Appointment reminders where customers may want to reschedule.
- Customer support, where back-and-forth chat is needed.
Using both
Many businesses use WhatsApp as the main channel and keep SMS as a backup for customers who are not on WhatsApp. That is a sensible mix.
Getting started with WhatsApp
We set up the WhatsApp Business API with Meta verification and your first templates, with a shared inbox for your team. Plans start at ₹790 a month with no setup fee. See our plans or read why businesses are moving to the WhatsApp Business API.
General information. SMS rules are set by TRAI and telecom operators.
FAQs
Do I need DLT registration to send business SMS in India?
Yes. Under TRAI rules, your company, sender ID and message templates must be registered on a telecom operator's DLT platform.
Is WhatsApp better than SMS for offers?
Usually yes, because WhatsApp can carry photos, links and replies. SMS is still useful for customers without WhatsApp.
Can customers reply to WhatsApp business messages?
Yes. Customers reply in the same chat, and your team answers from a shared inbox.
Should I stop using SMS completely?
Not necessarily. Many businesses keep SMS as a backup for one-time passwords and customers not on WhatsApp.
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