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Channels & Messaging

Messaging channels overview

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 Email when you want to send from your business domain and manage customer email replies in the Inbox. Start with Set up email sending, then read Email channel fundamentals for daily use and the current channel scope.

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 Push notifications to reach visitors who subscribe through your website. Push is available on Pro and Enterprise, with automatic installation through Shopify and VTEX. Start with Set up Push notifications.

Use Mercado Libre if your business is in Colombia or Uruguay, sells through that marketplace, and needs post-sale conversations in the Inbox. The channel requires an eligible order; it cannot be used for campaigns or to contact buyers outside a transaction.

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. The campaign creator shows WhatsApp, SMS, and Email delivery options; sending by Email requires channel access and a verified, active sender. Instagram DM and Messenger are not campaign destinations, and Mercado Libre only supports conversations tied to eligible orders. Routes and playbooks can use other channels according to their rules and each customer’s reachability.

To start using a social channel, see Connect Instagram DM or Connect Facebook Messenger. To understand which conversations each channel supports, read Instagram DM fundamentals and Facebook Messenger fundamentals.

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 use the channel

Before launching a campaign, playbook, or route, or starting to reply from a new channel:

  • Confirm that the channel is connected and active. For SMS, check that you have an approved sender or short code; for WhatsApp, that the number is ready.
  • Verify consent, subscription state, and a usable destination for the outbound message you plan to send. Subscription copy should explain what the customer will receive; an address or channel identity alone does not prove consent.
  • Test only an interaction the channel supports:
    • WhatsApp or SMS: use an authorized internal profile.
    • Email: check a send and reply with an address you control.
    • Instagram DM or Messenger: start a conversation from an account you control.
    • Push: verify the subscription in your browser and arrange a test notification with support.
    • Mercado Libre: verify a new order and an eligible conversation; do not send test messages outside a transaction.
  • If the channel supports replies, confirm that they reach the Inbox and the team that will handle them. Check opt-out options where applicable.

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