Did you know that over 58% of website traffic now comes from mobile devices, and mobile eCommerce accounts for 60% of global sales? These numbers highlight a significant shift in consumer behavior, making mobile app marketing campaigns indispensable for businesses aiming to stay competitive.

On average, consumers spend 3-6 hours daily on their smartphones, engaging with apps, browsing products, or completing transactions. For businesses, this offers a unique opportunity to connect directly with their target audience on a platform they use most.

In this blog, we’ll explore 10 exceptional mobile marketing campaigns that demonstrate innovative strategies, highlighting actionable insights to elevate your own campaigns.

Overview of mobile marketing

Mobile marketing is all about reaching your audience on the devices they’re already using—smartphones. Since people spend significant time on their mobile devices, it's crucial for you to connect with customers on their preferred platforms. Whether you're a developer, small business, or enterprise, you can engage your audience effectively through mobile app marketing campaigns. From SMS marketing to mobile ads and app-based notifications, these campaigns can help you boost customer interactions, increase sales, and enhance brand loyalty.

The beauty of mobile marketing lies in its ability to be direct and personal. With tools like Voice API, SMS API, and IVR systems, you can create communication channels that are scalable and easy to manage. Mobile-focused campaigns, as part of your strategy, enable you to stay top of mind and drive more meaningful interactions with your audience.

Also Read: How to Build a Voice-controlled Virtual Assistant (IVR) in Go with Gin and Plivo

Having outlined the basics of mobile marketing, it's time to examine why it's become an indispensable strategy for businesses.

The essential role of mobile in modern marketing 

Mobile phones dominate consumer behavior today, with most purchases and interactions happening through smartphones. Embracing mobile app marketing campaigns can mean stronger customer engagement and higher conversions for businesses.

1. Direct and personalized communication

Mobile marketing lets you connect with your customers through direct channels like SMS, push notifications, and in-app messages. Personalizing these communications boosts open rates and builds trust. For example, you could follow Starbucks’ lead—by using push notifications to share personalized offers tailored to customer preferences, you can drive better app engagement and higher sales.

Want to take personalized communication to the next level? With Plivo's scalable Voice and SMS APIs, you can engage customers in real time and create truly customized experiences. Take the next step and request a free trial to see how easily you can integrate these powerful tools into your business today.

2. Real-time interaction

Mobile campaigns help businesses engage with customers instantly. This immediacy is perfect for time-sensitive promotions. Domino’s Pizza, for instance, sends SMS coupons to app users during peak times, boosting order volumes within hours of the campaign launch.

3. Increased accessibility

People carry their phones everywhere, making mobile campaigns accessible anytime, anywhere. This consistent presence drives engagement. A great example is Amazon’s mobile app, which sends timely cart reminders and shipping updates, reducing cart abandonment and improving conversions.

4. Boosted consumer loyalty

Mobile marketing keeps brands connected with their audience through loyalty programs or app-exclusive perks. Sephora’s mobile app rewards users with tailored product recommendations and points-based offers, strengthening customer relationships and driving repeat purchases.

5. Cost-Effective engagement

Mobile marketing campaigns are scalable and cost-efficient compared to traditional advertising. For instance, Airbnb uses in-app messaging to communicate updates and offers to hosts and travelers. This reduces dependency on email marketing while improving app engagement and conversion rates.

With the significance of mobile marketing established, let's explore the fundamental building blocks of a successful mobile marketing campaign.

Understanding these components is crucial, but what tangible value does mobile marketing bring to businesses? Let's explore its advantages.

Core components of mobile marketing

How mobile marketing benefits your business? 

In an era where people rely heavily on their mobile devices, mobile marketing provides a unique opportunity to engage customers directly. Here's why it works:

1. Real-time interaction

Mobile marketing campaigns enable you to reach users in real-time with timely updates, offers, and reminders, helping you stay connected and drive engagement effectively. For example, Uber sends live ride updates or flash discounts to engage users when they’re active. This quick response builds trust and encourages immediate action.

Transform how you engage with customers in real-time! Plivo’s SMS and Voice APIs, you let you deliver critical alerts and notifications instantly, enhancing customer experience and driving action. Sign up for a free trial now and discover how our scalable solutions can streamline your communication today.

2. Personalized messaging

Customer data empowers businesses to create messages that resonate. Amazon, for instance, uses app notifications to recommend products based on browsing history. Personalized outreach makes customers feel valued, increasing purchase rates.

3. Location-based personalization

Mobile marketing tools like geofencing send offers when users are near a store. Starbucks uses this to promote time-sensitive deals, ensuring customers act quickly. This approach increases sales while creating a seamless shopping experience.

4. Wider reach across channels

Combining SMS, apps, and OTT platforms ensures broad coverage. For example, brands like Domino’s engage users through SMS for coupons and apps for order tracking. Multiple touchpoints help maintain consistent engagement.

5. Cost-effective and measurable

Mobile marketing campaigns offer detailed analytics to track performance. Small businesses using SMS or app campaigns can measure results, adjust strategies, and improve engagement. This targeted approach reduces wasteful spending.

Don’t let communication costs hold you back. Scale your business effortlessly with Plivo’s SMS and Voice APIs and enjoy Volume Pricing tailored to your needs. Request a consultation today and start optimizing your campaigns for maximum impact.

Also Read: The Best SMS Notification Service: Send Real-Time Alerts

Why Mobile Marketing is Worth the Investment

Each of these benefits highlights why decision-makers should invest in mobile marketing campaigns. It’s about connecting with customers at the right time, in the right place, with the right message.

Building on these benefits, mobile marketing also fosters direct communication through real-time feedback and participation. Opt-ins for notifications or SMS updates help businesses establish a direct line of communication. For instance, food delivery services like DoorDash send out limited-time discount codes during peak hours, urging users to act immediately. Campaigns like these not only drive short-term sales but also encourage customers to stay connected.

Feedback surveys sent post-purchase offer insights to improve the user experience, ensuring campaigns stay effective and relevant.

Drive Revenue and Customer Loyalty

Mobile marketing campaigns don’t just attract customers; they also maximize revenue per user. Think of how Amazon suggests complementary items in-app based on your purchase history. Or how ride-hailing apps like Uber promote ride-sharing discounts if you refer a friend. These targeted upsell and referral campaigns improve the average transaction size and expand your customer base.

When promotions align with user preferences, businesses achieve better ROI without appearing pushy.

To illustrate how these goals are put into practice, let's explore ten successful mobile marketing campaigns.

10 mobile marketing campaigns that set the bar high

1. Nissan's strategy for repeat sales through smart SMS marketing

What’s better than selling a car once? Selling a second one to the same customer. But here’s the catch: most people don’t buy cars often. And when they do, their needs often change—maybe a growing family, a new job, or even a shift in lifestyle.

Nissan tackled this challenge head-on with a smart approach to mobile marketing campaigns. Partnering with Sinch and Adobe, they launched a Rich SMS campaign to strengthen customer relationships beyond the initial sale.

How it worked?

Nissan didn’t just stop at generic SMS updates. They used personalized data from each customer’s purchase history to craft tailored messages. These Rich SMS messages weren’t about selling right away—they aimed to keep customers engaged throughout their ownership experience.

The messages included:

• Service Reminders: Timely alerts for maintenance to keep vehicles in top condition.
• Weather Updates: Tips and advice on handling specific weather conditions using their car’s features.
• Feature Highlights: Insights on features customers hadn’t used yet, adding value to their purchase.

The results

The campaign’s impact was massive. Customer engagement quadrupled, proving that relevant, thoughtful communication works. Nissan also saw a significant boost in conversions, paving the way for repeat buyers.

Through personalized Rich SMS, Nissan fostered lasting customer relationships, going beyond mere car sales. This approach shows how mobile app marketing campaigns can bridge gaps in customer loyalty, driving both engagement and revenue.

Stop settling for basic communication solutions. Plivo’s scalable APIs empower you to build the customer experiences that matter. From real-time alerts to personalized messaging, we’ve got you covered. Request your free trial today and experience the difference.

2. GasBuddy’s winning Geofencing strategy

In 2021, millions of Americans turned to GasBuddy, an app that became the top choice for real-time gas station updates. But GasBuddy's success didn’t start with the crisis—it’s been a game-changer in location-based services for years.

How it worked?

GasBuddy combines geolocation with real-time data to help users find gas stations nearby. Before 2021, its main draw was showing the lowest gas prices in the area. However, when a major U.S. pipeline hack caused chaos, GasBuddy took it further.

The app informed users about gas stations that still had fuel, a feature that addressed a real and urgent need. GasBuddy used geofencing to ensure every update was locally relevant and timely, providing not just information but a lifeline.

The results

GasBuddy’s approach delivered tremendous results:

• Personalized Data: The app gave users only what they needed—accurate, location-specific insights.
• Immediate Value: Every interaction felt useful—whether it was saving on gas or avoiding empty stations.

GasBuddy proves geofencing isn’t just a tech trick—it’s a way to deliver real value. Imagine applying similar tactics to your mobile marketing campaigns. With scalable communication tools like SMS APIs or Voice APIs, you could:

• Share hyperlocal offers.
• Provide live updates about services or inventory.
• Build stronger connections with your audience through tailored communication.
  

3. AAA’s smart SMS system: Meeting customer needs in real-time

After 120 years of providing roadside assistance, AAA realized their toll-free helpline, while reliable, needed an upgrade.

For decades, AAA’s helpline was the go-to solution for stranded drivers. But as texting became the norm, something unexpected happened—customers started texting AAA’s toll-free number. The issue? That number wasn’t set up for texts, leaving those messages unanswered and drivers without help.

How it worked?

AAA partnered with Sinch to fix the problem. Together, they transformed the toll-free helpline into an SMS-compatible system. Now, when a customer texts the number, they receive an automated reply with a link to request roadside assistance.

This small change had a big impact:

• Faster help: Drivers could get assistance without needing to call.
• Streamlined operations: Agents spent less time handling routine requests, focusing instead on more complex issues.

The results

AAA went beyond simply adding a new feature; they provided a solution to a real problem. Their adaptation to customer behavior resulted in easier and faster roadside assistance. Customers now get help at the tap of a button, while AAA improves efficiency without losing the personal touch.

AAA’s SMS system shows how communication technology can improve both customer experience and operational efficiency. A suitable system can enhance communication speed and scalability for tasks ranging from automating support to providing location-based services.

4. Duolingo's viral campaign: The power of push notifications

If you’ve ever had a notification bug you to practice something, Duolingo probably crossed your mind. The language-learning app became famous for its relentless reminders, thanks to Duo, the green owl mascot. Instead of settling for basic reminders, Duolingo made them truly memorable.

How it worked?

In 2019, Duolingo took their “persistent reminders” to a whole new level with an April Fool’s Day campaign. They capitalized on Duo’s role as the overzealous reminder to tell users that Duo would show up in person to remind them to practice. 

A funny campaign was part of Duolingo's strategy, but that’s not where they called it a day. They took something as simple as push notifications and used it as the backbone of their marketing. They created a campaign that not only increased brand awareness but also kept users engaged by tying humor into something they were already familiar with—those daily reminders to practice.

The goal was not merely to be present in feeds but to create a ubiquitous presence that felt fresh and fun. The video of Duo interrupting work, dates, and daily life played out across social platforms like YouTube, Twitter, Facebook, and Instagram.

The results

This playful twist on push notifications wasn’t just funny—it was effective. The campaign went viral, generating a surge in new users, increased engagement, and even higher revenue. Their use of push notifications, playing on their "stalker" reputation, generated a buzzworthy campaign that reconnected users with the app's appeal.

Looking to drive more engagement and revenue like Duolingo? Plivo’s SMS and voice solutions make it easy to reach your customers at scale. Contact us today for tailored volume pricing and premium support to meet your unique business needs. 

5. RXBAR x Spotify: Achieving ad recall through smart mobile marketing

RXBAR pulled off boosting its brand performance without an app, proving that mobile marketing isn't just for app owners. The Spotify partnership gave them access to millions of engaged music listeners—a massive audience. And they did it in a way that felt natural, not intrusive.

RXBAR, a brand known for its simple, clean ingredients, teamed up with Spotify in a highly creative way. They didn’t just run a basic ad campaign. RXBAR went all in, leveraging Spotify’s robust platform and unique features to create something truly memorable. And they didn't do it alone—they enlisted rapper/actor Ice-T to add extra flair and excitement to the campaign.

How it worked?

RXBAR’s strategy blended several types of mobile marketing to maximize engagement. The campaign featured:

• Mobile and desktop overlays: Simple but effective, these pop-up ads grabbed attention without interrupting the music experience.
• Audio everywhere: RXBAR’s message played during Spotify’s non-music moments, like ads and pauses. It stayed with listeners even when the music stopped.
• Video takeovers: Dynamic video content took over the screen, immersing listeners in the brand’s message.
• Sponsored sessions: RXBAR sponsored exclusive Spotify sessions that enhanced the user’s experience while keeping them engaged.
• Homepage takeover: The campaign reached users where they were most likely to engage—Spotify’s homepage, making sure RXBAR was the first thing users saw.

The success of RXBAR’s campaign came from their targeted approach, using Spotify’s audience data to reach specific groups like fitness enthusiasts and commuters in the right context, rather than relying on random placement.

The results

RXBAR saw a 243% lift in ad recall. That means their message struck. There was also a 42% increase in brand awareness, and a 52% boost in how strongly their tagline became associated with the brand. 

RXBAR’s partnership with Spotify shows how you can achieve great results without relying on a standalone app. With the right tools—like targeted ads, strategic placements, and tapping into audience data—you can boost brand awareness and ad recall. Even without an app, businesses can create powerful, mobile-first campaigns. The success of this partnership shows that businesses seeking scalable communication can achieve significant impact with the right partners, tools, and strategy.

6. Picard’s interactive holiday campaign Using RCS and SMS

Ever thought about building your holiday meal plan with just a few text messages? Picard, the French frozen food company, made it happen. They tapped into the power of mobile marketing to create an interactive, personalized holiday shopping experience. 

How it worked?

Picard wanted to give customers a convenient way to plan their holiday meals. So, they turned to Rich Communication Services (RCS), a messaging feature that lets brands deliver interactive experiences directly to users. In this case, customers could create personalized meal plans by answering questions about their dietary preferences, budget, and cooking abilities.

However, RCS wasn’t available to all users, so Picard also ran a parallel campaign using Rich SMS, which is compatible with all mobile devices. This allowed Picard to compare the effectiveness of the two mobile app marketing campaigns in real-time.

The results

Picard's focus was on achieving results, not simply generating clicks. And RCS delivered. The interactive RCS campaign generated three times the click rate of its SMS counterpart. It also had a 42% higher engagement rate, meaning users were more likely to interact with the campaign and follow through.

But that’s not all. The RCS campaign drove 10% more website redirections, which translated into more visits to their online store. More visits = more chances for conversions. Picard’s approach showed the true power of interactive mobile experiences.

What makes this campaign stand out is how Picard used both RCS and SMS to run an A/B test. This allowed them to track which messaging format performed better. Instead of simply guessing, they employed this method to gather data and establish proof. Plus, it gave them a chance to grow brand awareness and boost sales at the same time.

Picard’s holiday campaign highlights the power of interactive mobile marketing. It shows that even if you don’t have a dedicated app, you can still create highly engaging, personalized experiences for your customers via SMS or RCS. It’s all about meeting customers where they are—and making the experience seamless and easy to engage with. 

7. Snickers' interactive QR Code campaign for football fans

What happens when you mix chocolate, football, and a little bit of fun? Snickers nailed it with their creative QR code competition. They got fans excited, involved, and interacting with their brand in a way that built loyalty and broadened their reach. And they did all this using mobile marketing.

How it worked?

Snickers took their popular “Rookie Mistake of the Year” program to new heights by adding a fun twist: consumer-generated content. Football fans were invited to share their own “rookie mistakes” – those funny, embarrassing moments everyone can relate to. Whether it was a video, a photo, or a written version, Snickers created an easy way for fans to submit their stories.

To make it seamless, they put a QR code right on the packaging of their chocolate bars. This made it incredibly easy for customers to grab their phones, scan the code, and share their stories instantly. No app download is required. Just scan, share, and enter to win.

The program wasn’t just about submitting stories for the sake of it. NFL players took the role of judges. They reviewed the submissions and picked the winners, adding an exciting layer to the campaign. And the ultimate reward was Super Bowl tickets. A prize that every football fan dreams of.

Snickers didn’t stop at just gathering content. Later in the year, the same QR code opened up a whole new experience: augmented reality (AR) featuring NFL wide receiver Stefon Diggs. Fans who scanned the code could interact with the AR content, further deepening their connection to the campaign. 

The results

Snickers successfully boosted engagement by connecting fans with a major event like the Super Bowl, building loyalty and expanding their reach. The interactive element, including augmented reality (AR) later in the campaign, kept the brand fresh in people's minds.

Snickers' success shows that even a simple QR code on a product can drive significant results for businesses aiming to expand their communication reach. If you're exploring ways to connect with your customers, consider using mobile solutions like SMS API, Voice API, or IVR systems. They're powerful tools that help build personalized, engaging mobile app marketing campaigns—just like Snickers did.

8. Burger King's "Burn That Ad" campaign: Redefining mobile marketing

With their “Burn That Ad” campaign, Burger King set the marketing world on fire—literally. More than just capturing attention, the campaign redefined mobile marketing by creating an interactive game that rewarded customer participation.

How it worked?

Burger King used augmented reality (AR) in their app to create an experience that was as playful as it was engaging. Customers could “burn” their competitors’ ads by scanning them with their phones. Each ad they torched came with a reward—a free Whopper. It was simple, appealing, and something everyone could relate to. The prize was immediate and tangible, making it easy for customers to see the value of participating. 

The results

Far from being a mere gimmick, this AR feature provided Burger King with a novel way to make viewing ads fun and rewarding. AR transformed an ordinary task into an interactive experience, turning passive consumers into active participants in the campaign.

This aggressive tactic wasn’t about subtlety. It was about making a statement—and it worked. The interactive nature of the campaign kept customers hooked, and eager to participate and share their victories. 

Burger King's “Burn That Ad” campaign shows the power of combining technology, creativity, and incentives in mobile marketing. This campaign demonstrated that engaging customers doesn't require sticking to traditional methods for businesses. Interactive mobile experiences—such as those powered by AR, SMS API, and IVR systems—can elevate your marketing strategy and make your mobile app marketing campaigns memorable.

9. Super Bowl fan engagement: Pepsi’s mobile app strategy

Pepsi set the bar high during the 2022 Super Bowl with a marketing campaign that perfectly combined tradition and technology. They didn’t just sponsor the Halftime Show—they made the whole experience more engaging for fans with a dedicated mobile app.

How it worked?

Pepsi’s campaign began with a bang. They aired a TV ad featuring hip-hop legends like Snoop Dogg, Eminem, Kendrick Lamar, and Mary J. Blige. The campaign's success stemmed not only from star power but, more importantly, from their use of mobile to maintain fan engagement beyond the TV spot.

Pepsi’s real move was the launch of the Pepsi Super Bowl Halftime Show App. It became the central hub for fans eager to dive deeper into the Super Bowl experience. Behind-the-scenes footage, exclusive interviews, and special content kept fans engaged throughout the lead-up to the big game. Pepsi offered more than just surface-level interactions—they created a space where fans felt like they were part of the action.

Pepsi gave fans in-app rewards too. Users had the chance to win prop giveaways and even footballs signed by Dr. Dre. Pepsi's strategy of linking rewards to user engagement generated a cycle of participation, driving fan interaction with the app and building anticipation for the event.

The results

Pepsi created a 360-degree experience through the combination of TV advertising and a fully functional mobile app. The halftime show was an immersive experience for the fans; they weren't just watching, they were involved. The app kept them engaged for weeks, far beyond the typical 15 minutes of fame during the event itself. This kind of integrated, mobile-first experience shows how brands can keep their audience's attention before, during, and after the main event.

Pepsi’s approach highlights how combining traditional media with innovative mobile solutions, like an app or SMS API, can create an interactive, ongoing experience. Think about how your brand can build similar engagement. Providing your customers with rewards or exclusive content can keep them coming back for more.

10. "Rent-a-Pred" by Adidas: Creating unforgettable moments via WhatsApp

Adidas has always been known for its innovative marketing campaigns. The "Rent-a-Pred" WhatsApp campaign took this creativity to new heights by connecting amateur players with professional athletes through a simple yet engaging idea.

How it worked?

Adidas made it easy for amateur players to dream big. The premise was straightforward: message Adidas on WhatsApp, and you could get a surprise visit from a professional player at your game. The goal was to create an experience, not merely sell shoes.

Having a pro show up to their game was more than a fun experience for amateur players—it was a glimpse into a dream. Adidas made their audience feel special, tapping into the aspirations of anyone who ever dreamt of playing with a pro.

The results

Adidas chose WhatsApp Business as the platform for this campaign, a move that made their brand feel more accessible and personal. People use WhatsApp every day to communicate with friends, family, and businesses. Tapping into this familiar space allowed Adidas to position itself as a brand that genuinely connects with its customers.

The campaign cleverly highlighted the power of Adidas shoes, suggesting they gave players an "unfair advantage." Through a playful tone, the interaction remained light while naturally promoting Adidas products. The interaction was an invitation to join something larger, not simply a sales pitch. This connection building aspect went beyond product promotion; it was about creating a memorable moment.

Adidas proved that marketing isn’t just about reaching customers; it’s about making them feel part of the brand. You don’t need a big budget to create memorable experiences—just the right tools, like a messaging platform, and a creative idea.

This campaign is a perfect example of how to build engagement through accessible technology. With tools like WhatsApp Business, your business can build real, human, and personal connections with customers.

Also Read: 99 Reasons Why People Love Plivo

Drive mobile marketing success with Plivo’s communication solutions

Plivo provides businesses with reliable, scalable tools to elevate their mobile marketing strategies. From SMS campaigns to real-time notifications, Plivo’s robust APIs enable seamless communication tailored to your audience's needs. Here’s how Plivo can enhance your campaigns:

• Personalized SMS campaigns for higher engagement

Plivo’s SMS API allows businesses to send personalized messages that resonate with their audience. Tailor messages like time-sensitive promotions, appointment reminders, or service updates to specific customer segments. With reliable message delivery and high open rates, your campaigns can drive greater engagement without delays or disruptions.

• Real-time alerts and notifications

Ensure your customers are always informed with real-time notifications. Plivo’s solutions help businesses send instant updates, such as order confirmations, shipping alerts, or time-sensitive offers. By integrating Plivo, businesses can reduce response times and improve customer satisfaction with timely, relevant communication.

• Interactive mobile experiences with RCS

Create engaging campaigns using Rich Communication Services (RCS). Plivo enables businesses to incorporate multimedia content—like images, videos, and quick-action buttons—into messages. RCS campaigns can boost user interaction by making the customer experience more dynamic and memorable.

• Automated customer support with SMS autoresponder

Plivo’s SMS Autoresponder feature helps businesses provide quick responses to customer inquiries. Whether it’s confirming orders, sharing business hours, or addressing FAQs, automated replies ensure customers receive timely information, reducing support team workloads and improving efficiency.

• Scalable solutions for businesses of all sizes

Plivo’s flexible APIs cater to both small businesses and large enterprises. With options to scale your messaging as your business grows, Plivo ensures you can handle increasing communication demands without compromising reliability or delivery speed. Competitive pricing options help businesses achieve their marketing goals efficiently.

• Data-driven insights for campaign optimization

Plivo offers detailed analytics to track the performance of your campaigns. Monitor metrics like delivery rates, click-through rates, and customer responses to gain actionable insights. Use this data to optimize future campaigns, ensuring consistent improvement and better outcomes.

Take your mobile marketing further with Plivo

With Plivo’s trusted communication solutions, you can build mobile marketing campaigns that deliver real results. From personalized messaging to engaging multimedia campaigns, Plivo ensures your communication is effective, reliable, and scalable.

Sign up for a trial today and explore how Plivo can help transform your customer engagement strategy with ease and efficiency.

Also Read: Smart IVR: What It Is & How It Can Help You

Businesses switching from manual phone calls to automated text messaging can save businesses up to $3,266.28 annually, representing a 77% reduction in communication costs. These significant savings in time and money make automated text messaging a powerful tool for improving customer engagement and streamlining operations. 

This guide will provide step-by-step instructions on setting up automated text messages and creating SMS drip campaigns to maximize efficiency and results.

What are automated text messages?

Automated text messages are pre-scheduled or trigger-based messages sent to customers through advanced platforms or APIs. Unlike manual texting, these messages are designed to streamline communication, ensuring timely and consistent outreach without requiring constant human intervention. Whether it’s a reminder about an upcoming appointment, a shipping update, or a personalized promotional offer, automated text messaging allows businesses to engage their customers more efficiently.

Common use cases:

• Appointment reminders: Ensuring that customers never forget an upcoming service. 
• Marketing campaigns: Sending promotional offers or product updates to subscribers.
• Customer support: Sending automated responses to inquiries or frequently asked questions.
• Event updates: Notifying customers of event details, cancellations, or promotions.
• Order notifications: Updating customers about order confirmations, shipping statuses, and delivery.

Key benefits of automated text messages:

• Increased efficiency: Automating tasks such as appointment reminders, follow-ups, and order updates allows your team to focus on more complex inquiries, boosting overall productivity.
• Reduced human error: Automation ensures consistency in messaging and eliminates mistakes that may occur with manual texting, delivering accurate and timely communication every time.
• Consistent messaging: Automated systems send messages promptly, ensuring timely communication without delays. 
• Personalization: Automated systems can integrate customer data, such as past purchases or location, to send personalized messages.
• Improved engagement: Timely, relevant messages—such as time-sensitive offers—encourage customers to take immediate action, leading to higher conversions and stronger relationships.
• Cost and time savings: By automating routine messages, businesses can save valuable employee time and reduce operational costs. 
• Accessibility: Automated text messages ensure quick communication with customers. 

How to set up automated text messages

Setting up automated text messages is simple and efficient, thanks to the variety of platforms available. Here’s a clear step-by-step guide to help you get started:

1. Selecting the right platform

Choosinge a reliable SMS automation platform, such as Plivo, can provide the necessary tools to send bulk texts, manage contacts, and track message performance.

2. Defining triggers

Automated messages are often triggered by specific customer actions or events, such as:

• A customer making a purchase
• A user subscribing to your newsletter
• A scheduled appointment or event
• A cart abandonment on an e-commerce site

For example, if a customer subscribes to your service, an automatic text can be triggered to confirm their subscription or provide a welcome message.

3. Crafting effective messages

When creating automated messages, make sure the content is:

• Clear and concise: Ensure your message gets straight to the point.
• Actionable: Include a clear call-to-action (CTA), such as “Click here to claim your discount.”
• Personalized: Use customer data to tailor messages, such as including their first name or past purchase details.

4. Scheduling for optimal impact

Consider when your customers are most likely to read your messages. Sending an SMS at the right time (e.g., early afternoon for most people) can significantly increase open rates and engagement. Additionally, ensure your messages aren’t sent too frequently to avoid overwhelming customers.

5. Measuring and optimizing success

To evaluate the success of your automated text campaigns, track key metrics:

• Open rates: The percentage of recipients who open your message.
• Click-through rates (CTR): The percentage of recipients who click a link within your text message.
• Conversion rates: The percentage of recipients who take the desired action (e.g., making a purchase, signing up).
• Using analytics: Most SMS platforms offer analytics to monitor these metrics. Use this data to refine your campaigns and improve engagement.

SMS drip campaigns

SMS drip campaigns are a sequence of automated text messages sent over time based on a customer’s interactions or behavior. The goal is to guide customers through a predefined journey—whether it’s converting leads into customers, nurturing relationships, or encouraging repeat purchases.

How to create SMS drip campaigns:

1. Define the objective: What do you want your campaign to achieve? For example, do you want to promote a new product or nurture customer loyalty?
2. Segment your audience: Based on customer data, segment your audience for targeted campaigns. Segmenting helps ensure you’re sending relevant messages to the right customers.
3. Map out the journey: Create a sequence of messages that guide your customers step by step, ensuring each message aligns with the campaign’s goal.
4. Test and optimize: Regularly test your messages for effectiveness and make adjustments based on open rates, response rates, and customer feedback.

Legal compliance and best practices

When sending automated text messages, compliance with various laws and regulations is essential to avoid penalties and maintain trust with your customers. The two key regulations you need to be aware of are the Telephone Consumer Protection Act (TCPA) and General Data Protection Regulation (GDPR).

1. TCPA (Telephone Consumer Protection Act): This regulation restricts businesses from sending unsolicited promotional text messages to consumers. To comply, ensure that you:

• Obtain explicit consent before sending marketing messages.
• Provide clear instructions for opting out (e.g., "Reply STOP to unsubscribe").
• Only send messages within reasonable hours (typically between 8 AM and 9 PM local time).
• Avoid using automated dialing systems for marketing calls without prior consent.

2. GDPR (General Data Protection Regulation): If you’re operating in the EU or dealing with EU-based customers, GDPR applies. It emphasizes transparency, security, and consent regarding the processing of personal data. Key points to remember include:

• Collecting explicit consent from individuals before sending marketing communications.
• Giving users the ability to easily withdraw consent at any time.

Protecting and securing any personal data you collect from your customers.

Tools for automating text messages

When selecting a tool, consider:

• Business size: Small businesses may need simpler tools, while larger companies might require scalable platforms.
• Budget: Different tools offer varying pricing plans based on the number of messages or features.
• Ease of use: Look for a platform that aligns with your technical capabilities.

Several platforms provide excellent features for automating text messages, from basic functionality to more advanced workflows. Here are some popular options:

SimpleTexting

SimpleTexting is a user-friendly platform that helps businesses set up automated text messages, including scheduled messages, trigger-based messages, and SMS campaigns. It’s particularly great for businesses just starting with SMS marketing.

Twilio

Twilio offers a robust API for more technical users, allowing for full customization of automated workflows, integrations, and SMS marketing campaigns. It’s ideal for businesses needing advanced functionality and scalability.

ClickSend

ClickSend allows businesses to send SMS messages and automate communications easily. It’s designed for companies of all sizes, with features like message scheduling, automation, and reporting.

Why Plivo is better for sending automated text messages

Plivo stands out by providing a more comprehensive, scalable, and cost-effective solution tailored to businesses of all sizes. Here’s why Plivo is a better choice for automating text messages:

• SMS API platform: Plivo’s SMS API provides a powerful platform for automating text messages at scale. With reliable delivery and seamless integration, businesses can send personalized, automated messages to customers with minimal effort.
• Alerts and notifications: With Plivo, you can automate notifications, reminders, and account alerts to keep your customers informed about important updates. Whether it’s a payment reminder or an event notification.
• SMS marketing: Plivo’s SMS marketing solutions help businesses engage with prospects and customers throughout their entire journey. Automate promotions, updates, and personalized campaigns to enhance engagement and drive conversions.
• SMS survey: Plivo enables you to send and receive SMS messages to conduct surveys, gather customer feedback, and improve your services. These insights can help optimize marketing strategies and improve customer satisfaction.
• Auto responder: Set up automatic responses to engage with customers even when your team is unavailable. This ensures customers always receive a timely response, increasing satisfaction and reducing wait times.
• Appointment reminders: Reduce no-shows and increase customer retention by sending automated appointment reminders directly to customers’ phones. This is ideal for businesses in sectors like healthcare, fitness, or beauty services.
• Powerpack for SMS: Plivo provides consistently high SMS delivery and open rates at any volume, ensuring your messages reach the right audience. With features like Local Connect for higher open rates and Smart Queueing for carrier compliance, Plivo guarantees optimal delivery at scale.
• Global reach with local phone numbers: Send SMS messages globally using local or mobile phone numbers, with the ability to receive messages in 14 countries. This ensures that your communication is more familiar and effective for international customers.
• High-volume messaging with short codes: Plivo supports high throughput and large-volume messaging using short codes in the U.S. and Canada, enabling businesses to send SMS messages at scale.

Plivo's robust features and scalable solutions make it the ideal platform for businesses looking to automate their text messages. With Plivo, you get the reliability, flexibility, and affordability needed to enhance customer communication and drive better engagement. Get started with Plivo today and enhance your customer communication experience.

You’ve just hosted an event that took months to plan. The turnout was fantastic, the conversations flowed, and your team nailed every detail. But now comes the real challenge—following up. How do you craft a thank you message for attending the event that feels personal and leaves a lasting impression? 

What's the best way to show genuine appreciation and build a stronger connection, avoiding generic thank-yous? It's not simply about being courteous; it's about strategically strengthening connections, fostering trust, and ensuring long-term brand recall. If you’re stuck staring at a blank screen, wondering where to start, don’t worry—you’re not alone. 

This blog highlights how to get it right with practical tips and examples to inspire your next move. 

The importance of thank you messages after events

After organizing an event, following up with a thank you message can make all the difference. It’s a simple yet effective way to maintain relationships and set the stage for future success. Here’s why these messages are crucial:

1. Impact on future events and lasting connections

A well-crafted thank you message strengthens your relationship with attendees and keeps the door open for future events. It reminds them of the value they received and leaves a positive impression. For instance, a tech startup might send a thank you email to event participants and include a sneak peek at their upcoming product launch, keeping the audience engaged for future interactions.

2. Expressing appreciation for attendees' time and resources

Your attendees are busy individuals. A thank you message shows you recognize and appreciate the time and effort they put into attending. It can be as simple as acknowledging how their presence helped make the event a success. Consider this: after hosting a webinar, a product manager could send a quick thank you note along with a link to additional resources, valuing their time spent and making it easy to keep the conversation going.

3. Building positive relationships and loyalty

When you show gratitude, it creates a sense of reciprocity. Attendees are more likely to engage with your future events or offerings when they feel valued. For example, a software company might send a personalized thank you message to clients who attended a product demo. Offering a discount for future purchases can be a way to nurture loyalty and ensure they’re more likely to return.

4. Reinforcing the event’s message and key takeaways

Thank you messages can reinforce the core messages and insights from your event. Highlighting key points helps attendees recall the value they received. For instance, a business consultant could send a thank you email post-seminar, summarizing the most important strategies discussed, leaving attendees with a lasting impression of the event’s value.

5. Enhancing brand reputation

A thoughtful thank you message helps position your brand as considerate and customer-centric. It shows that your company goes beyond the event and is committed to maintaining long-term connections. For example, a company hosting a developer conference might send a message after the event, expressing gratitude and inviting feedback for improvement, making attendees feel heard and valued.

6. Encouraging feedback and continuous improvement

A thank you message can include a call to action, like asking attendees to share feedback. This demonstrates your care for their feedback and contributes to the improvement of future events. Imagine a business sending a follow-up survey after a trade show, offering attendees the chance to provide suggestions or highlight areas of interest for upcoming events.

So, how do you craft a thank you message that truly resonates? Let's explore the essential elements to include.

Must-have elements in your thank you message

A thank you message is about reinforcing relationships and showing genuine appreciation, not simply about being polite. Here’s a quick breakdown of the core elements that should always be part of your message:

Every element of your thank-you message helps turn a simple gesture into a meaningful connection. It fosters trust, encourages ongoing engagement, and highlights the value of your relationship with the attendees.

These must-have elements form a strong foundation, but let's discuss some best practices to help you craft even more impactful thank yous.

Best practices for crafting thank you messages

Creating a thank-you message that truly resonates goes beyond a simple thank-you. It’s about strengthening your relationship with attendees and keeping the value of your event front and center. Here's how you can nail it every time.

• Personalize the Message

Begin by addressing the attendee by name. This makes the message feel more genuine and tailored to them, not just a mass email. If you hosted an event for a specific product or feature, mention how their attendance contributed to its success. 

For instance, “Thank you for attending our product demo on X. Your insights truly helped shape our conversation.”

• Keep it Short and Sweet

People are busy. A concise thank you message that gets to the point is far more effective than one that rambles. Get your main message across in just a few sentences, focusing on appreciation and next steps. 

For example, "Thanks for attending our webinar on improving customer support with AI. Keep an eye out for our upcoming sessions on AI-driven solutions!"

• Mention the Event's Impact

Reinforce the value of the event they just attended. Whether it was the knowledge shared, the network built, or the solutions discussed, ensure they feel that their time was well spent. 

If you're in the education technology industry, a quick statement like, "We hope the insights from the session help you enhance your learning platform," can make a big impact. It shows you understand their needs and reinforces the value of your offering.

• Include a Call to Action (CTA)

Don't leave them hanging. After thanking them, prompt them to take the next step. This could be exploring your solutions further, joining your next event, or connecting on social media. 

A simple “Check out our upcoming events to keep the conversation going” can encourage future engagement.

• Timeliness is Key

Timing plays a huge role in how well your message lands. Send the thank you note promptly after the event—ideally within 24-48 hours. The quicker you reach out, the more likely they are to remember and appreciate the event. Make it part of your automated post-event follow-up.

• Make it Authentic

Authenticity is what builds trust. Be genuine and avoid sounding too robotic or scripted. Personal anecdotes or simple statements like, “It was a pleasure having you with us!” can create a deeper connection.

• Offer Future Value 

Let attendees know you’ll continue offering value post-event. Perhaps it's a special offer, a follow-up resource, or an invitation to a community. For example, “As a thank you, enjoy an exclusive 10% discount on your next purchase to show our appreciation.” This keeps them engaged and eager for future opportunities with your brand.

Also Read: WhatsApp Business Greeting Message Examples & Best Practices

To show you what these best practices look like in practice, let's explore some examples of effective thank you messages.

Examples of impactful thank you messages

1. Thanking attendees and inviting them to share their photos on social media

“Thank you for joining us at [Event Name]! We hope you found the event valuable and insightful. If you snapped any great photos or had memorable moments, we’d love to see them! Share on social media and tag us for a chance to win free tickets to our next event.
We truly appreciate your time and support. Looking forward to connecting again soon!”

2. Gathering feedback and expressing gratitude

“Thank you for attending [Event Name]! Your presence truly made a difference. If you enjoyed the event, we'd appreciate it if you could leave a review here [LINK]. Your feedback helps us improve and ensures we continue delivering valuable experiences. We’re grateful for your support!”

3. Appreciating insightful contributions and support

“Thank you for attending [Event Name] and sharing your valuable insights. Your input truly made the event better. We hope you found it to be a meaningful experience. Your support is greatly appreciated, and we look forward to more collaboration in the future.”

4. Reaching out by name to encourage attendee feedback

“Hi [Attendee Name], thanks for attending our event! Your presence made a real difference, and we hope you found it valuable. If you have any feedback, we’d love to hear it. Share your thoughts here: [LINK]. Looking forward to having you with us again soon!”

5. A heartfelt thank you and a glimpse into what's next

“Thank you for attending [Event Name]! Your time and participation made the event special. We hope you gained valuable insights and connected with peers. We’re excited to welcome you to our future events!”

6. Thanking for enthusiastic participation

“[ATTENDEE NAME], thank you for your active and energetic participation at [EVENT NAME]. It wouldn't have been the same without you.”

7. Thanking attendees for making the event a success

"Your participation in [Event Name] meant a lot to us. You helped make the event special. We’re grateful for your time."

These examples provide a good starting point, but how can you ensure your thank you messages are received with sincerity? Let's discuss different delivery methods.

Methods to deliver genuine thank-you messages

In a business context, thank you messages show appreciation, encourage future engagement, and strengthen your brand’s reputation. Let’s explore some methods for delivering thank-you messages that resonate and leave a lasting impact.

• Personalized emails

A personalized email is one of the most direct ways to express gratitude. Attendees feel valued when you address them by name and reference specific parts of the event, showing appreciation for their time and input.

• SMS/Text messages

Given the rapid advancements, an SMS thank-you message offers a quick and direct way to show appreciation. This method is particularly effective for busy professionals who may not have the time to read long emails. Sending a brief text message that acknowledges their time and participation can leave a positive impression. 

• Social media acknowledgments

Social media platforms are a great way to thank attendees or clients publicly. Mentioning their participation or tagging them accomplishes two things: it shows appreciation and strengthens your social proof. Sharing event highlights and thanking specific attendees for their insights can help increase visibility and engagement. 

• Video messages

A video message can make your thank-you feel more personal and engaging. It helps convey warmth and sincerity, making the recipient feel valued. Whether it’s a simple thank-you or a deeper reflection on the event, video can offer a unique touch. 

• Handwritten notes

Though more traditional, handwritten notes add a personal touch that digital methods can’t replicate. A brief note, sent by mail, thanking someone for their participation in an event, can stand out in the digital age. 

• Event follow-up surveys with a thank you

Including a thank-you message in your post-event survey is a great way to both show gratitude and gather valuable feedback. After an event on IVR systems, for instance, a quick “thank you for your participation” at the start of your survey helps the respondent feel appreciated before they share their thoughts. The survey itself becomes a chance to strengthen your relationship while gathering insights to improve future events.

• In-app or platform messages

If you're offering e-commerce solutions, sending a quick thank-you message after a customer completes a purchase or places an order shows genuine appreciation. This helps you connect with them while they’re engaged with your platform.

Streamline your thank you messages with Plivo's SMS API

Sending thank-you messages after an event is crucial for maintaining engagement and fostering lasting connections. However, manually reaching out to every attendee can be time-consuming and inefficient. Plivo’s SMS API provides a seamless and automated solution to ensure timely and personalized follow-ups at scale, helping businesses enhance their post-event communication effortlessly.

Why choose Plivo for post-event follow-ups

Plivo offers a powerful cloud-based SMS API platform trusted by global brands like IBM, Wix, and Greyhound for reliable and high-deliverability messaging. Whether you're looking to send personalized thank-you texts or event follow-up reminders, Plivo provides a robust infrastructure to support your messaging needs with ease.

Key features of Plivo’s SMS API for event follow-ups:

1. Instant and automated delivery

• Schedule and send thank-you messages immediately after your event to ensure attendees receive them while their experience is still fresh.
• Automate reminders and follow-ups with minimal manual intervention.

2. Global reach and high reliability

• Plivo supports messaging across 220+ countries, ensuring your thank-you messages reach attendees worldwide.
• Benefit from direct carrier connections for high deliverability and minimal message delays.

3. Personalization at scale

• Use Plivo’s dynamic features to personalize messages by including attendee names and event details.
• Tailor messages for different attendee segments, such as VIP guests, sponsors, or regular participants.

4. Flexible sender ID options

• Customize your sender ID in 100 countries outside of the US and Canada to maintain brand consistency in follow-up communications.
• Use shortcodes, toll-free numbers, or alphanumeric sender IDs based on your target audience and geographic preferences.

5. Affordable and transparent pricing

• Enjoy pay-as-you-go pricing, ensuring you only pay for the messages you send, with volume discounts available for larger events.
• Optimize costs with Plivo's competitive rates and lower total cost of ownership compared to traditional SMS providers.

6. Enhanced engagement with SMS autoresponders

• Automatically respond to attendees who reply to your thank-you messages, providing additional information or directing them to further engagement opportunities.
• Enable two-way messaging to collect feedback or offer next steps seamlessly.

7. Regulatory compliance and data security

• Plivo ensures compliance with global privacy regulations, including GDPR and Privacy Shield, giving you peace of mind when managing attendee data.
• Pre-registered sender IDs and message templates help you bypass regulatory hurdles and go live quickly.

Get started with Plivo today

Plivo makes it simple to integrate SMS messaging into your post-event strategy with developer-friendly APIs, robust documentation, and 24/7 customer support. Whether you're sending a handful of messages or scaling to thousands, Plivo ensures smooth and effective communication.

Sign up for a free trial today and start engaging your event attendees with timely and professional thank-you messages!

If you’ve ever faced the frustrating issue of MMS messages not sending on your Android device, you’re not alone. Whether you’re trying to share photos, videos, or other multimedia content, MMS can sometimes be unreliable, leaving you wondering what went wrong.

For businesses, the impact of failed MMS messages is even more critical. It can disrupt customer communications, delay crucial updates, or derail high-stakes marketing campaigns, leading to revenue loss and customer dissatisfaction.

Understanding why MMS issues occur is the first step toward resolving them. In this guide, we’ll break down the most common causes of MMS failures on Android devices and practical solutions to get things back on track. Plus, we’ll explore how Plivo’s MMS API offers a reliable, scalable solution to overcome these challenges, ensuring seamless multimedia messaging for businesses.

Why do MMS issues occur on Android, and how can you resolve them?

Multimedia Messaging Service (MMS) is an indispensable feature for sharing rich media like photos, videos, and audio. However, Android users often face issues with MMS messages not sending, delayed deliveries, and unsupported file types. These problems can be frustrating for individuals and disastrous for businesses relying on seamless multimedia communication.

Addressing these problems requires a deep dive into the most common causes and effective fixes. Here's a detailed look at why MMS messages not sending is a common issue and practical steps to resolve them:

1. File size restrictions

Why it happens: Mobile carriers impose limits on the size of MMS attachments, usually between 300KB and 1MB. If these limits are exceeded, mms messages not sending becomes a frequent problem.

Solution: Before sending an MMS, check the size of your attachments. Use built-in gallery tools or third-party apps to resize or compress images and videos while maintaining acceptable quality.

For Businesses:
When a business launches a marketing campaign using MMS, ensuring that the content fits within these size constraints is crucial. A failure to do so can result in MMS messages not sending, affecting campaign reach and engagement. Plivo’s MMS API helps businesses by:

• Automated image resizing: Automatically optimizing multimedia content to meet carrier requirements.
• Reliable scaling: Supporting large-scale campaigns without manual intervention, ensuring high delivery success rates.

2. Incorrect APN (Access Point Name) settings

Why it happens: MMS relies on APN settings to connect to your carrier’s network. Incorrect or outdated APN settings can block the network connection necessary for MMS, leading to MMS messages not sending.

Solution: Verify your APN details by navigating to Settings > Network & Internet > Mobile Network > Access Point Names. Compare the settings with those provided by your carrier and adjust as necessary. If needed, reset the APN to its default settings.

Practical Tip: Many users overlook APN settings or are unaware of their significance. Providing clear guidance or automated tools to update these settings can significantly reduce the incidence of MMS messages not sending.

3. Mobile data disabled

Why it happens: Unlike regular SMS, MMS requires an active mobile data connection. If mobile data is turned off, it results in MMS messages not sending.

Solution: Ensure mobile data is enabled via Settings > Network & Internet > Mobile Data. Additionally, check with your carrier to confirm your plan includes MMS services and sufficient data allowance. This simple check can often resolve issues of MMS messages not sending.

Plivo Advantage: Plivo’s message queuing automatically retries failed messages when network conditions improve, ensuring higher delivery rates for your business communications.

4. Background data restrictions

Why it happens: Android’s background data restriction settings may prevent your messaging app from handling MMS traffic, leading to MMS messages not sending.

Solution: Disable data restrictions for your messaging app. Go to Settings > Apps > [Your Messaging App] > Data Usage, and allow both background and unrestricted data access.

Example: If a user has enabled data-saving mode while traveling, their messaging apps like Google Messages or Samsung Messages may struggle to download MMS attachments, leading to failed deliveries.

Business Impact:
For businesses relying on MMS for customer engagement, ensuring users have unrestricted data access is crucial for message delivery. Plivo’s MMS API offers message tracking and retry capabilities to minimize data-related failures and optimize delivery rates.

5. Outdated software

Why it happens: Running an outdated Android version or messaging app may cause compatibility issues with MMS protocols.

Solution: Regularly update your device and apps. Check for system updates under Settings > System > Software Update and update your messaging app through the Google Play Store.

6. Weak network signal

Why it happens: MMS relies on a strong and stable carrier network connection. Poor signal strength can disrupt the transfer of multimedia messages.

Solution: Assess your signal strength by observing the network bars on your device. If the signal is weak, try moving to an area with better reception. Adjusting the network mode under Settings > Network & Internet > Mobile Network > Preferred Network Type may also improve connectivity.

MMS for Businesses: Key benefits and how it works

For businesses, MMS is more than just a way to share pictures—it’s a critical tool for marketing, customer support, and internal communications. However, when MMS issues arise, they can significantly disrupt operations, leading to missed opportunities and reduced customer satisfaction.

Why Businesses Rely on MMS

Unlike traditional SMS, MMS supports rich multimedia content such as images, videos, and audio, making it an effective communication tool for businesses across various industries. Whether it’s promoting a product, sharing time-sensitive alerts, or offering personalized support, MMS helps create engaging and impactful customer interactions.

Some Business Use Cases of MMS:

1. Marketing and Promotions
   
   • Send visually engaging content like product launches, discount offers, and event invitations to capture attention and drive conversions.
   • Example: A retail brand uses MMS to share promotional videos and coupon codes, boosting customer engagement rates by 45%.
2. Customer Support Enhancement
   
   • Resolve customer queries faster by sharing step-by-step instructions through images or video clips.
   • Example: A telecom provider uses MMS to send visual troubleshooting guides, reducing support call volumes.
3. Operational Efficiency and Notifications
   
   • Share delivery updates, appointment reminders, and internal communication alerts with employees or customers.
   • Example: A logistics company sends MMS updates with delivery schedules and driver details.

How Plivo helps you stay ahead with reliable MMS solutions

While these troubleshooting steps work for individual users, businesses face a different set of challenges. Ensuring seamless multimedia communication at scale requires a robust, reliable platform. That’s where Plivo’s MMS API shines.

Here’s how Plivo helps you overcome common MMS challenges and simplifies messaging for your business:

• Rich multimedia formats: Send and receive a wide variety of media, including images (JPEG, GIF), videos (MP4), audio (MP3), and even emojis, to engage your audience in a meaningful way.
• Intelligent picture resizing: Automatically resize images for optimal delivery across different carrier networks, eliminating issues caused by file size restrictions.
• Message queuing and retries: Plivo’s MMS API queues and retries messages when network issues occur, ensuring higher delivery rates even during high-traffic periods.
• Multimedia storage: Manage your multimedia assets with ease. Plivo provides built-in storage for inbound and outbound messages, making it simple to access and reuse content for future campaigns.
• Automatic MMS-to-SMS converter: Coming soon, this feature ensures messages reach all recipients, even if their devices don’t support MMS.

Elevate your messaging game with Plivo's MMS API. Whether you're sending promotional campaigns, customer updates, or interactive group messages, Plivo ensures reliable delivery at scale. Backed by a direct-to-carrier network and 24/7 expert support, our platform is built for seamless multimedia messaging. Start your free trial to see how Plivo can transform your communications!

Text messaging is a cornerstone of modern business communication, from sending order updates to delivering critical customer service alerts. However, when texts fail to send, it disrupts operations, damages customer relationships, and hampers business efficiency. In fact, studies indicate that 93% of U.S. consumers have signed up to receive texts from businesses or are interested in doing so as of 2023, highlighting the importance of SMS for immediate customer communication. Delivery issues can lead to significant losses in customer trust.

For industries like retail, healthcare, and fintech, timely communication is crucial. Imagine a healthcare provider failing to send an appointment reminder or a retailer missing a flash sale notification—these lapses can result in missed opportunities and dissatisfied customers.

This article explores the common reasons for text delivery failures and offers practical tips to resolve these issues, ensuring your business maintains seamless communication.

Common reasons texts aren't sending

For businesses using SMS messaging, here are some key reasons why texts may not be delivering:

1. Improper number registration

Mobile carriers require business phone numbers to be registered before texting customers. In the U.S., 10-digit local numbers (10DLC) must be registered with The Campaign Registry, while toll-free numbers need registration through service providers like Plivo or Twilio. Unregistered numbers may experience message filtering or blocking by carriers.

2. Content flagged by carrier filters

Carriers employ sophisticated filters to block messages containing potentially problematic content. These filters help protect consumers from spam, fraud, and inappropriate material. Here's a breakdown of what typically gets flagged:

• SHAFT content (sex, hate, alcohol, firearms, tobacco)
• Other prohibited topics (profanity, cannabis, high-risk financial services)
• Suspicious links or link shorteners
• Excessive spelling/grammatical errors

3. Sending patterns triggering filters

Carrier filters are designed to detect and prevent spam-like behavior in SMS messaging. Certain sending patterns can trigger these filters, potentially leading to blocked messages or penalties for the sender. 

• Repetitive messaging: Sending identical or very similar messages repeatedly, especially without receiving replies, can be flagged as potential spam.
• High-volume sending: Dispatching a large number of messages in a short time frame can overwhelm carrier systems and trigger spam filters.
• Frequency considerations: While there's no universal rule for daily text limits, carriers monitor the frequency of messages from individual senders.
• Time-based patterns: Sending messages at odd hours or in rapid succession can raise red flags with carrier filtering systems.
• Lack of engagement: A low response rate or high number of opt-outs can indicate to carriers that messages may be unwanted.

4. International messaging complexities

International messaging complexities present significant challenges for businesses engaging in cross-border SMS communications.

Regulatory Variations:

• Country-specific rules: Each nation has its own set of regulations governing SMS marketing and business communications.
• Consent requirements: Opt-in procedures and consent management vary widely between jurisdictions.
• Content restrictions: Some countries have stricter content guidelines than others, particularly for sensitive topics.

Examples of country-specific regulations:

• Canada: Canadian numbers can only be texted using toll-free numbers for business communications.
• European Union: GDPR imposes strict data protection and consent requirements for messaging.
• China: All SMS content must be pre-approved by Chinese authorities before sending.
• Australia: The Spam Act 2003 requires explicit consent and easy opt-out methods for commercial messages.

Technical considerations:

• Number formatting: Different countries use various formats for phone numbers, which can affect message routing.
• Character encoding: Some languages require specific character sets, impacting message length and delivery.
• Time zones: Sending times must be carefully managed to comply with local regulations on acceptable hours for business communications.

5. Technical issues

Hardware problems with carriers or service disruptions with SMS providers can significantly impact message delivery. Here are some carrier infrastructure issues:

• Network outages: Carriers may experience temporary or prolonged outages due to equipment failures, power issues, or natural disasters. During these periods, SMS messages cannot be routed through the affected areas.
• Capacity overload: During high-traffic periods (e.g., holidays, major events), carrier networks may become congested, leading to delayed or failed message deliveries.
• Hardware failures: Critical components like SMS centers (SMSCs) or routing equipment may malfunction, disrupting the flow of messages.
• Maintenance windows: Scheduled maintenance on carrier networks can temporarily halt or slow down message processing.

SMS provider service disruptions:

• API outages: If an SMS provider's API experiences downtime, messages sent through that service will fail to be delivered.
• Server issues: Problems with an SMS provider's servers (e.g., database failures, software bugs) can prevent message processing and delivery.
• Routing problems: Issues with message routing algorithms or connectivity between the provider and carriers can cause delivery failures.
• Third-party dependencies: SMS providers often rely on multiple carriers and other services. Issues with these dependencies can cascade into delivery problems.

6. Recipient-side issues

Recipient-side issues can significantly impact SMS delivery success. 

Invalid or deactivated phone numbers:

• Numbers change or become inactive over time
• Typos in database entries lead to non-existent numbers
• Temporary deactivations during number porting processes

Landlines without SMS support:

• Many traditional landlines can't receive text messages
• Some VoIP services may not support SMS
• Business phone systems often lack SMS capabilities

Unsubscribed contacts:

• Users who have opted out cannot be messaged legally
• Unsubscribe requests must be honored promptly
• Some users may report messages as spam even after opting in

Phone settings filtering unknown senders:

• iOS and Android offer built-in spam filtering features
• Third-party apps can block messages from unknown numbers
• Carrier-level filtering may quarantine messages from unfamiliar senders

Tips to resolve text delivery issues

To improve SMS delivery rates and avoid common pitfalls, consider implementing these best practices:

1. Choose the right service provider

A reliable texting service provider plays a critical role in ensuring seamless SMS delivery. Look for providers that:

• Offer excellent customer support.
• Assist with phone number registration to meet regulatory standards.
• Have strong user reviews on platforms like G2 and Trustpilot.

2. Adhere to compliance rules

Regulatory compliance is essential in the texting industry. To avoid carrier filtering or blocked messages:

• Ensure your texting number is properly registered.
• Collect explicit SMS opt-ins from recipients.
• Familiarize yourself with industry-specific guidelines and follow them diligently.

3. Optimize your message content

Carrier filtering often targets messages with inappropriate or questionable content. To stay compliant:

• Avoid using profanity or prohibited topics.
• Keep your messages professional and concise.
• Proofread carefully before sending.

Well-crafted, thoughtful content helps ensure that your texts bypass filters and reach recipients.

4. Mind your timing and frequency

When and how often you send messages can impact delivery rates. To optimize timing:

• Schedule marketing messages during business hours.
• Limit the frequency of texts to avoid overwhelming recipients and triggering carrier blocks.

5. Maintain a clean contact list

Maintain up-to-date SMS contact lists by:

• Removing unsubscribed contacts
• Eliminating invalid numbers
• Updating contact information as needed

6. Monitor and track performance

Many SMS platforms provide analytics on message delivery rates. Use these tools to:

• Identify trends or issues in message failures.
• Remove problematic contacts or adjust your strategy based on insights.

These practices can help you minimize delivery issues and maintain effective communication with your audience.

While implementing these best practices can significantly improve your SMS delivery rates, partnering with a robust SMS API platform like Plivo can provide additional tools and support to address text delivery issues more comprehensively.

How Plivo's SMS API platform can solve text delivery issues

By leveraging Plivo’s robust features, businesses can overcome common SMS delivery challenges while also enhancing their overall communication strategy.

1. Programmatically send and receive text messages

With Plivo's SMS API, businesses can programmatically send and receive text messages, enabling global customer interaction at scale. Whether you're using SMS for customer support, marketing campaigns, or transactional messages, Plivo's reliable API ensures your messages reach recipients quickly and efficiently.

2. Enable your applications with SMS in minutes

Plivo makes it easy to integrate SMS capabilities into your applications. Whether you're sending confirmation texts, alerts, or reminders, you can enable SMS functionality in just a few minutes, ensuring your messaging service is up and running without delay.

3. Two-Factor authentication (2FA)

Plivo's platform supports Two-Factor Authentication, enhancing the security of your applications by sending dynamic verification codes. This is essential for businesses that need to secure user accounts and protect sensitive information at scale.

4. Alerts and Notifications

Plivo’s SMS API allows you to send automated alerts, notifications, and reminders to your customers. Whether you're notifying users of account changes, shipping updates, or system maintenance, Plivo ensures your messages are delivered reliably, even at high volumes.

5. SMS autoresponder

Plivo’s SMS Autoresponder feature ensures that your customers receive prompt responses, even when you’re away. Automate responses to common queries or set up out-of-office replies, providing a seamless customer experience.

6. Great delivery even at high scale

Plivo ensures excellent message delivery rates, even when sending high volumes of messages. With features like smart queueing for carrier compliance and local connect for higher open rates, your messages will reach their intended recipients with consistency.

With Plivo's SMS API, you can improve SMS delivery and create an efficient, scalable messaging system for your business. Whether you're handling customer communication or running marketing campaigns, Plivo provides the tools you need to send messages reliably and securely. Learn more about Plivo’s solutions here.

Common Reasons Texts Aren't Sending

1. Carrier verification requirements for numbers

2. Differences between P2P and A2P messaging types

3. Presence of illegal content in messages

4. High frequency of text messages marked as spam

5. Suspicious links causing delivery issues

6. Prohibited mass texting platforms in certain regions

7. Invalid phone numbers in contact lists

8. Contacts opting out of receiving messages

9. Billing issues affecting message delivery

10. Incorrect phone settings for receiving SMS

11. Carrier experiencing technical difficulties

Initial Troubleshooting Steps

1. Restart the device

2. Check for system updates

3. Verify network connection

4. Use 'Send as Text Message' option

Verify External Factors

1. Ensure not blocked by recipient

2. Check for carrier network issues

3. Check Apple System Status or equivalent for outages

Device-Specific Solutions

1. Clear messages cache

2. Ensure proper installation of SIM card

3. Quit and restart the Messages app

4. Turn Airplane Mode on and off

Adjust Settings for iMessage and SMS

1. Reactivate iMessage in settings

2. Confirm message type is supported

3. Turn on Group Messaging and MMS Messaging

4. Check and correct phone's date and time settings

Update and Reset Settings

1. Reset network settings

2. Update carrier settings periodically

3. Update iOS or device operating system

Address Messaging Platform Limitations

1. Comply with local regulations on message timing

2. Ensure message length and content type fit carrier allowances

3. Adapt to platform limitations for message delivery

Conclusion

1. Importance of correct message type and method for delivery

2. Consider reaching out to customer support for unresolved issues

Experts project the global Voice over Internet Protocol (VoIP) services market to reach USD 361.53 billion by 2031. This growth is driven by businesses seeking more flexible, cost-effective solutions for their communication needs. However, to meet customer expectations, VoIP call quality must remain front and center.

With a staggering 93% of customers expecting their issue to be resolved on the first call, businesses are under increasing pressure to provide efficient customer service.

Good VoIP call quality can make or break the customer experience. In this blog post, we will explore 11 steps to ensure your VoIP calls show just how committed you are to great service.

The inside scoop on call quality

Call quality refers to the clarity and reliability of a voice call when using a VoIP phone system. It includes factors like audio clarity, the absence of delays or dropped calls, and the communication flow between the caller and agent.

More than technical metrics, good VoIP call quality ensures a smooth experience, customer satisfaction, and business success.

Poor call quality often results from choppy audio or dropped calls caused by network congestion, insufficient bandwidth, or a poor internet connection. For more in-depth insights, let’s understand the process of VoIP data transmission and what affects the call quality in a VoIP system.

Process of VoIP data transmission over calls

VoIP calls turn sound waves into digital signals and packetize them for transmission before reconverting them into sound waves as they reach the other end. Here are four key steps involved in data transmission:

• Signal conversion: When you speak into the VoIP device, it captures your voice as an analog signal. VoIP codecs turn the analog signal into digital data and break it into small digital packets.
• Data transmission: These digital packets are then transmitted over the internet. Every data packet travels the fastest route possible.
• Signal reassembly: As it reaches the other end, the VoIP system decodes and reassembles the data packets into an analog audio stream.
• Protocols and codecs: Session initiation protocol (SIP) handles the call lifecycle from connection to end, while an audio codec compresses and decompresses spoken words.

The source(s) of your VoIP problems

VoIP call quality issues arise when there’s a failure in packet transmission.

As mentioned, analog sound gets converted to packetized digital data. These voice packets travel through the user’s device, the router, the VoIP provider’s media server, and the carrier network before reaching the recipient's device.

Each step in this process presents an opportunity for call quality issues. Network issues such as packet loss, bandwidth usage, and insufficient internet connection speed can result in poor call quality.

To improve VoIP call quality, you’ll need to ensure smooth packet transmission. While you cannot control issues on the recipient's end, you can follow best practices for call quality for your browser software development kit (SDK).

Types of VoIP call quality issues

Here’s a list of some common call quality issues faced in VoIP systems.

• Audio latency: Latency can cause delays in audio delivery, leading to awkward timing where participants may speak over each other.
• Jitter: Jitter in VoIP calls means skipped audio or silent gaps caused by irregular packet delivery, which disrupts the rhythm of conversation.
• Packet loss: Missing or delayed data packets, often due to bandwidth restrictions or unreliable internet connections, can result in missing audio.
• Poor network connections: Weak or unstable internet connections can degrade call quality, causing latency, jitter, and packet loss.
• Codecs used: Low-bandwidth codecs may compromise audio quality.
• Quality of Service (QoS) policies: QoS settings that don’t prioritize VoIP traffic cause network congestion, which negatively impacts call quality.

How to improve VoIP call quality when hiccups strike

Here are 11 steps to enhance VoIP performance.

1. Monitor call quality

Monitoring VoIP call quality is essential for identifying and resolving issues.

Track call quality metrics such as jitter, packet loss, and mean opinion scores (MOS) with tools that give visibility into network health. You can also enable logging for individual devices to track events of errors. Network management software can help monitor bandwidth usage.

Improving VoIP call quality also involves enhancing the customer experience once calls are connected. Actively respond to complaints about choppy audio, echoes, or dropped calls.

Consider upgrading VoIP equipment and implementing an effective IVR (interactive voice response) system to streamline customer interactions. When cross-referenced with objective metrics, subjective issues can help identify and resolve call quality problems.

For instance, VoIP service providers like Plivo offer Call Insights to track key metrics.

Plivo’s Call Insights help assess call quality for packet analysis of voice traffic. The Call Summary Dashboard summarizes performance data and segments calls by subaccount, geo-location, hangup details, carrier network, and device metadata.

It also lets you collect end users’ feedback with the Call Quality Feedback API to determine the root cause of frequently reported issues.

Using this feature, you can obtain detailed call statistics of each call to troubleshoot VoIP issues. Additionally, it becomes convenient to discover patterns by drilling down the key vectors influencing quality and correlate them with audio quality issues.

2. Upgrade your router

Most small and medium business routers are basic and require little maintenance. If you're scaling your business and experiencing VoIP call issues, consider upgrading your router. Choose a router compatible with SIP and VoIP for better call quality and high-speed connectivity.

An upgraded router offers advanced features, such as QoS settings to prioritize VoIP traffic, implement jitter buffers, and segment voice traffic with a virtual local area network (VLAN). These features ensure smoother voice communication by reducing latency and packet loss.

3. Increase bandwidth

Voice packets pass through routers and servers before reaching the other end, and any congestion in the route can degrade VoIP call quality.

Network congestion occurs when multiple applications use bandwidth simultaneously, much like traffic on a busy highway, slowing down communication.

Opt for higher bandwidth if your network cannot handle several devices and users. This offers speedier data transfer when multiple users or devices are logged in simultaneously, lowering congestion and increasing overall VoIP call quality.

4. Configure QoS

Another way to beat congestion is to prioritize VoIP calls on your network.

Network prioritization involves adding dedicated lanes for VoIP calls, ensuring that voice packets have the bandwidth to travel smoothly.

Configure QoS to prioritize VoIP calls over other data types on your network to reduce VoIP latency and packet loss. Setting up QoS for VoIP involves configuring the router’s bandwidth settings to optimize VoIP network settings, which may require assistance from an IT professional.

5. Set up a jitter buffer

Another way to beat network congestion or packet loss is by setting up a jitter buffer. A jitter buffer helps smooth VoIP call quality by collecting, storing, and sending voice packets at even intervals.

While the jitter buffer may introduce a slight delay due to packet processing time, it will reduce interruptions caused by packet delivery inconsistencies. More stable and clear voice communication significantly enhances the call experience.

6. Segment traffic with a VLAN

A VLAN enables devices of any geographical location to share a connection to specific servers.

Segmenting voice traffic with a VLAN prioritizes VoIP calls over other data, improving call quality even in large or distributed networks. Therefore, VLAN is a network prioritization method for businesses operating in multiple locations or operating a VoIP call system with remote workers.

Most enterprise networks support VLAN configuration, so check with your network provider to see if this option is available.

7. Purchase a high-quality headset

Headsets can also be a VoIP call quality hazard as they may be prone to connectivity and sound issues.

Some headsets may not be compatible with certain operating systems, while some have advanced features that detect long silences and disconnects. In addition, certain headsets also have microphones that pick up incoming audio, prioritize one-way audio, and cause sound distortion.

Purchase high-quality wired VoIP headsets as wireless headsets can have adapter and driver configuration issues that cause static or white noise. What’s more, headsets with noise-canceling features can ensure call quality even in noisy environments.

8. Choose the right codec

The codec you choose for your VoIP phone system will determine bandwidth usage and affect call quality. Codecs like G.711 offer excellent sound quality but consume more bandwidth. Others, like G.729, focus on maximizing compression to reduce bandwidth usage at the cost of some audio quality.

Consider the impact of these codecs during peak usage times — G.729 may result in a few lost packets. Still, it may provide better VoIP bandwidth management, improving overall call quality.

9. Avoid WiFi

WiFi coverage is often spotty, especially in larger office spaces with network congestion. It wasn’t designed for real-time applications like VoIP, and multiple devices on the network can compete for bandwidth, degrading call quality.

If you’re facing VoIP call quality issues, consider a wired ethernet connection over WiFi for a stable internet connection.

Ethernet connections help avoid interference from other devices, such as smartphones and microwaves, which can cause crackling or humming sounds during calls.

10. Prioritize mobile phone traffic

VoIP systems offer the flexibility of mobile apps, allowing users to make VoIP calls from mobile phones. While some features may be limited to desktop apps, mobile VoIP calls provide remote work advantages for sales and support teams.

In terms of voice quality, VoIP calls made on a mobile phone are similar to voice-over-IP methods like FaceTime audio.

A strong LTE connection is usually sufficient for maintaining high VoIP call quality. You can prioritize VoIP traffic on your mobile device by disabling cellular data for other apps to improve VoIP call quality.

Pro Tip: Avoid relying on shared internet connections due to potential network congestion when using public WiFi.

11. Improve call handling with a well-designed IVR

A well-designed IVR system is essential for improving VoIP call quality and enhancing customer satisfaction.

With Plivo’s PreAnswer feature, you can engage callers before they connect to a live agent. Offering helpful information, promotions, or answering FAQs while they wait keeps them informed and reduces the strain on agents. This leads to shorter wait times, fewer call drops, and a hassle-free experience.

Creating an intuitive IVR menu prevents confusion and frustration. It’s also vital in businesses that handle sensitive information like banking. Integrate clear, concise, and easy-to-navigate IVR menus to reduce call wait times and improve customer satisfaction significantly.

Keep testing and optimizing the IVR for peak traffic to ensure quick routing and smooth call handling during busy times.

VoIP calls made seamless with Plivo

If your team faces issues with VoIP call quality, try these steps and eliminate stuttering, echoes, dropped calls, or other communication disruptions.

Plivo’s Voice API offers VoIP services with powerful features like call forwarding, call recording, and call analytics. It integrates voice calls into your browser and mobile applications to ensure exceptional call quality. The advanced call insights facilitate:

• Proactive call quality monitoring
• Quick identification and troubleshooting of VoIP issues
• Detailed call statistics
• User feedback gathering

For a smoother communication experience, contact us today and see how Plivo can improve your VoIP call quality.

Voice AI technology drives a $12 billion market projected to quadruple by 2029. Major companies such as Amazon, Apple, and Google have already demonstrated its potential. Today, voice AI is much more than simple command systems and preset responses — it handles complex conversations, grasps context, and provides human-like interactions at scale.

For business leaders and developers, this translates to automated customer support, multilingual communication, and accessible digital experiences. With 157 million users expected to rely on voice agents by 2026, companies need to integrate Voice AI to stay competitive.

Here's your guide to voice AI's components, applications, and business impact.

What is an AI voice?

AI voice is a technology that simulates human-like speech from text inputs or other sources using deep learning models trained on real voice data. It creates natural-sounding voices that can be customized based on gender, age, accent, and emotions.

Using AI voice agents in businesses means you slash support costs and offer 24/7 availability — like Bank of America's virtual assistant Erica, which handles over 2 billion customer interactions.

With AI voice, you can automate customer service, handle high call volumes, and provide consistent service quality across all customer interactions through voice bots and IVR systems. Modern AI voice tools analyze speech context, understand user intent, and generate appropriate responses without human intervention.

How do AI voices work: A detailed breakdown

AI voice systems convert human speech into actionable computer responses through five core components — each handles a specific task in the voice interaction chain. Here’s a walkthrough of these components.

Automatic speech recognition (ASR)

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ASR is the first step to speech-to-text conversion. When users speak to a voice assistant or call customer service, ASR converts their speech into text in a few steps:

• Audio capture: First, ASR captures audio through your microphone and splits it into tiny segments of 10-20 milliseconds. It then converts these segments into spectrograms — visual maps that show sound frequencies over time.
• Sound analysis: Deep learning models analyze these spectrograms and match them to phonemes (basic speech units). The system's neural networks break down the audio, compare it against existing speech patterns, and identify matching words from its data pool.
• Noise management: ASR filters out background noise and audio glitches that could affect accuracy before processing the text.
• Speech processing: Finally, a language model combines the identified phonemes into words and sentences. It checks the probability of word combinations to ensure that the transcription makes sense in the user's target language.

Modern ASR handles diverse accents, speaking speeds, and background conditions. The flexibility makes it effective for customer service, voice commands, and automatic transcription.

Natural language processing (NLP)

Next, NLP converts the text from ASR into meaningful actions. Here's how:

• Text breakdown: NLP splits user input into analyzable chunks and runs a syntactic analysis (checking word patterns and sentence structure). 
• Meaning extraction: The system collects the core meaning from text and analyzes it semantically (context and word relationships) to understand the user intent.
• Entity recognition: NLP spots and labels key information like customer names, account numbers, dates, and locations to process requests.
• Intent classification: The system identifies the specific action a user wants to take, whether it's checking a balance, scheduling an appointment, or filing a complaint.
• Sentiment analysis: NLP looks at word choice and phrasing to gauge user emotions and helps systems respond appropriately to satisfied or frustrated customers.

Dialog management

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Dialog management links the voice AI components together. It controls voice AI conversations through two core processes:

1. Dialog modeling

The system records essential information to maintain the conversation state. It tracks discussed topics, stores user-provided details and identifies missing information needed to complete requests. This data is often structured into slots in a form populated with values gathered during the interaction. 

For example, in a hotel booking conversation, it tracks check-in dates, room preferences, and guest information until all required fields are complete.

2. Dialog control

The system determines the next action based on the collected information. It decides when to request missing details, verify unclear inputs, or proceed with task completion. Confidence scores guide these decisions; high scores lead to task execution, while low scores trigger clarification requests.

For example, if the check-in date is unclear when booking that hotel room, the system will ask for confirmation before proceeding.

Natural Language Generation (NLG)

The process converts system decisions into human-friendly responses. It begins when NLG receives input from the dialog management system. This input contains the intent and relevant information needed for the response.

The system then structures this data into a logical sequence and applies grammar rules specific to each language.

For example, when recommending a product, the system converts structured data like: recommend(product="Premium Plan", features="24/7 support, unlimited calls") to natural responses: "Would you like to try our Premium Plan with 24/7 support and unlimited calls?"

Text-to-speech Synthesis (TTS)

Text-to-speech technology converts written text into spoken words. It follows these steps:

• The process starts with text analysis, where the system breaks text into processable units.

• Next, it converts these units into phonetic symbols that represent speech sounds.
• The system then adds prosody — the patterns of rhythm and sound in speech. This includes marking where to pause, which words need emphasis, and how to adjust tone.
• Finally, deep learning models generate audio waveforms that produce the actual speech output.

Modern TTS systems support different languages and voices and process thousands of requests simultaneously.Putting it all together: The voice AI workflowVoice AI creates a continuous cycle of speech processing and response generation. Here's how the components connect:

1. ASR captures user speech and converts it to text. When a customer asks, "What's my account balance?" ASR processes the audio and produces text output.
2. NLP analyzes this text to identify the user's intent — for example, checking account balance. It gathers key details like account references and command types.
3. The dialog manager takes this processed request and checks if it has all needed information, retrieves the account balance from the connected system, and decides how to present this information to the user.
4. NLG formats the response and turns raw data like "balance: $1,245.50" into a clear statement: "Your current balance is $1,245.50."
5. TTS converts this text response into spoken words delivered to the user through speakers or phone lines.

Plivo's Voice API lets you add call functionality across devices through server-side software development kits (SDKs) in multiple programming languages. You can create interactive voice response (IVR) menus with speech recognition, set up real-time coaching for agents, and detect answering machines for smart responses.The platform processes voice interactions in 28 accents across many languages and supports dual-channel call recording with encryption. Debug logs monitor performance, while webhooks keep you updated on on-call status.

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AI voice applications

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Voice AI is shifting business operations across industries with measurable impact. Let’s look at how these sectors leverage this technology.

Customer service

Voice AI balances automating interactions and conversation quality to deliver stellar customer services to businesses. The technology uses IVR systems to understand

natural language, route calls based on intent, and resolve common issues without human agents. These systems collect customer data, maintain conversation context, and transfer complex queries to live agents with relevant background information.

And the business impact — voice bots will reduce agent costs by $80 billion by 2026, with market growth projected at 23.3% through 2028.

Voice AI handles essential functions like intent detection, authentication, and technical troubleshooting. Companies see measurable results, too — 24/7 availability, simultaneous processing of thousands of conversations, and consistent response quality.

Plivo CX delivers these results with enterprise-grade IVR systems and voice bots that integrate with major platforms like Salesforce and Zendesk.  With this, you can:

• Integrate your voice AI with existing customer relationship management (CRM) systems.
• Monitor performance through real-time analytics, coach agents live, and optimize operations with 99.99% uptime.
• Deploy voice bots that process queries across 220+ countries and territories.

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Also read: How to Use AI to Analyze Phone Calls and Improve Customer Experience

Content creation

AI voice technology improves content production across multiple channels. For example:

• Podcasting creators use AI generated voices to convert written scripts to audio episodes without studio equipment.
• Marketing teams use AI voice generators for consistent brand messaging through video voiceovers, multilingual ads, and customer service greetings.
• Companies clone brand ambassador voices (with consent) for message consistency at scale.
• Publishers and authors turn books into audiobooks in days rather than weeks.

Accessibility

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Users with disabilities need more inclusive digital experiences. Yet, 98% of websites fail basic accessibility standards, which limits access to millions of potential users.

Businesses can fix this through AI voice to help users with visual impairments access digital content through advanced screen readers. Unlike traditional robotic voices, AI voice creates natural-sounding speech that improves comprehension and engagement. This matters for businesses because:

• Users spend more time with accessible content.
• Companies meet Web Content Accessibility Guidelines (WCAG) compliance requirements.
• More customers can access digital services independently.

AI voice converts written materials into audio formats for education and training to support employees with dyslexia or reading challenges.

Online retailers use AI voices to read product descriptions and reviews to make shopping accessible to visually impaired customers. The result? Increased sales plus brand loyalty among previously underserved groups.

Entertainment

AI voice helps reduce costs and speed up content delivery across multiple formats. The key applications are:

• Gaming: Create character voices and test dialog variations during development.
• Film and TV: Dub content in multiple languages and maintain continuity when human voice actors aren’t available.
• Advertising: Produce regional ad variations with a consistent brand voice.
• Animation: Generate character voices without multiple studio sessions.

Benefits of AI voice for businesses

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Here’s what AI voice means for your business:

• Streamlined customer support: Customer support teams handle cases faster through smart voice routing. The system qualifies leads, sorts urgent cases, and directs conversations to specialized agents based on intent recognition.
• Refined customer experience: Support teams receive prioritized call queues based on real-time voice sentiment analysis. The NLP engine learns from each interaction to refine responses, boosting customer satisfaction (CSAT) scores.
• Personalized and automated customer interactions: The platform learns to build customer profiles from each interaction. Voice patterns and conversation history shape responses so each conversation feels natural and informed.
• Reduced customer support costs: Voice automation cuts training costs and agent onboarding time. As the system manages routine conversations through NLP engines, new team members handle complex queries sooner.
• Used by differently-abled customers: Screen reader integration and voice commands make your services work for everyone. Customers with different abilities complete transactions independently using ASR technology.

Also, with Plivo-powered context-aware AI Voice Agents trained on knowledge base of choice, businesses can effortlessly manage everything from scheduling appointments and sending reminders to offering tailored financial advice. Boost your sales with AI-driven shopping assistance, break down language barriers in education through real-time translations, and provide outstanding customer support without a hitch. The possibilities are endless!

For your customers, this means:

• Self-serve: Customers get things done through simple voice commands. They check order status, update accounts, and solve issues without ever touching a keypad or screen.
• One-time data collection: Customers share information once, and you use it everywhere. The voice system securely stores customer data and shares it across your support channels so no one repeats their story.
• Less friction in communication: Voice AI removes communication barriers by letting customers speak in their language. They get instant answers 24/7 without navigating complex phone menus or facing language problems.

The future of AI voice technology and ethical considerations

Voice AI now combines multiple technologies to solve real business challenges. Some emerging voice AI trends include:

• Advancements in NLP create systems that learn your preferences and work habits, making every interaction count. Support teams can now communicate globally as these systems handle multiple languages, accents, and dialects.
• Voice systems work with cameras and motion sensors to understand what you see and do. Visual AI and gesture recognition let you control devices naturally in smart environments.
• The technology reads vocal patterns to detect your mood through tone analysis and deliver empathetic responses.
• The system learns your work patterns and routines through user profiling to respond based on contextual awareness (user location, schedule, and recent activities).
• Voice cloning lets you customize how the system speaks — use your own voice or choose from a library of options. The voice adapts to match different situations and conversations.
• Edge computing processes voice commands directly on your device, giving you instant responses and offline functionalities. Your data stays local instead of going to cloud servers, protecting privacy.
• Internet of Things (IoT) integration predicts what you need based on your habits and responds without you having to activate it first. One voice interface controls all your smart devices.

For those building and deploying these systems, privacy is crucial. Voice data needs data security protocols and consent policies. Voice cloning and sentiment analysis need guidelines to protect users and their data.

Your success with voice technology depends on getting this balance right. Build in privacy and security from the start, set clear guidelines, and you'll create systems your users trust and value.

Transform your communication strategy with Plivo Voice AI

With Plivo, there’s no room for privacy and security concerns. The enterprise-grade Voice AI platform provides the security protocols and infrastructure to launch context-aware voice bots while protecting customer data. You get immediate access to:

• AI integration: Connect with any STT, TTS, or LLM provider through simple APIs for maximum flexibility.
• Rapid recovery: Switch to backup networks in less than two seconds during outages to maintain operations.
• Dialog management: Maintain conversation context and natural flow across all interactions.
• Performance analytics: Track and optimize voice bot performance through detailed metrics and insights.
• Crystal-clear audio: 16kHz high-quality audio for smooth interactions.
• Unmatched reliability: 99.99% platform uptime for uninterrupted service.

Automate your support operations with Voice AI. Contact us to build your voice AI strategy.

Businesses have plenty of options when choosing CPaaS (Communications Platform as a Service) platforms, but two top contenders often stand out: Telnyx and Twilio. Both are feature-rich and reliable but excel in different areas.

For instance, Telnyx boasts a 91% customer satisfaction score, significantly outperforming Twilio in the category. Meanwhile, Twilio offers tiered support plans with varying response times and costs to accommodate diverse business needs.

The best communication platform for businesses rounds out the existing gaps of your CPaaS platform. Plivo is one such provider (we’ll explore it later in the article).

So, how do Telnyx and Twilio stack up? Let’s dive into a Telnyx vs. Twilio comparison to help you decide which fits your needs the best.

Telnyx vs. Twilio: A quick comparison

Before we dive into a detailed comparison, here’s a brief overview of both CPaaS platforms. Read on for an in-depth analysis of Twilio features, Telnyx capabilities, Telnyx API features, and their pricing structures.

Note: As per G2’s comparison report, Telnyx is rated an impressive 8.9 out of 10 as a CPaaS, edging out Twilio, which holds a solid score of 8.0.

Telnyx vs. Twilio: Detailed feature comparison

When it comes to SMS API comparison, both platforms offer solid solutions. They excel in programmable voice and messaging but differ in key areas such as pricing, customer support, and overall customer satisfaction.

Let’s take a closer look at these.

Telnyx SMS API features and use cases

Features

• Intelligent message encoding: Automatically get the most compact encoding possible, minimizing cost per send.
• MMS support: Drive two-way engagement with cross-channel messaging for MMS and more using a single API.
• Automatic opt-outs: Let your customers unsubscribe from future sends with a simple “stop word” message. (e.g. STOP)
• Message concatenation: Split and send a lengthy message into two messages without failures.

Use cases

• Account notifications
• SMS customer service
• SMS marketing
• Two-factor authentication (2FA)

Twilio SMS API features and use cases

Features 

• Screen-sharing and live chat: Add live chat, share screens, and create custom video players.

• Real-time route optimization: Automatically reroute global traffic every 75 seconds to avoid outages and latency.
• Messaging insights: Access real-time analytics for monitoring and troubleshooting message delivery and engagement.
• Message fallback: Benefit from automatic fallback to SMS when a message is not deliverable via WhatsApp or shortcode.
• MMS support: Drive two-way engagement with cross-channel messaging for MMS and more using a single API.
• ‍ Personalized messages: Customize messages for reminder notifications, delivery updates, and more.

Use cases

• Appointment reminders
• Delivery notifications
• Emergency alerts
• Send marketing messages (two-way communication)
• Account notifications
• Verifications and OTPs

Telnyx Voice API features and use cases

Features

• Media streaming: Access raw audio stream of calls in real time to integrate advanced artificial intelligence (AI) or machine learning (ML) capabilities.
• Text-to-speech and speech-to-text: Speak dynamic text in 29 languages and accents, powered by Amazon Polly, and get real-time transcription on a live call.
• Answering machine detection: Detect voicemail systems with exceptional accuracy using advanced AI techniques.
• Smart IVR: Build a multi-level IVR phone tree to intelligently route your call flows via voice commands.

Use cases

• Build a scalable IVR for a better customer experience
• Omnichannel marketing
• AI-powered conversations and voice analytics
• Manage a contact center
• Voice-based 2FA
• Customer survey and feedback collection

Twilio Voice API features and use cases

Features

• Actionable insights: Get actionable insights from your conversations with voice intelligence for a deeper understanding of every customer.
• Global conferencing: Add multi-party calling experiences, global dial-in support, and support for up to 250 participants with Payment Card Industry (PCI) and Health Insurance Portability and Accountability Act (HIPAA) compliance.
• IVR creation: Build a self-service auto attendant menu that customers can navigate in 100+ languages.
• Data security and compliance: Ensures all the messages and calls comply with HIPAA, General Data Protection Regulation (EU) (GDPR), American Institute of Certified Public Accountants (AICPA) Service Organization Control (SOC) 2, and Coalfire ISO certification.

Use cases

• Self-service customer support
• Voice-based lead qualification
• Real-time call transcriptions for compliance
• Voice-based lead qualification
• Automated call tracking in customer relationship management (CRM) systems

Telnyx Verify API features and use cases

Features

• Real-time reporting and insights: Get real-time analytics on verification success rates, delivery statuses, and user behavior to optimize verification workflows.

• Phone number validation: Identify and validate phone numbers in real-time, including carrier type, to prevent fraud and optimize delivery strategies.
• Multi-factor authentication (MFA) support: Integrate MFA with existing workflows to provide an additional layer of security for user logins and transactions.

Use cases

• Verify user identities during payment transfers, account changes, and other high-risk actions
• Safeguard sensitive patient data and meet HIPAA compliance
• Validate buyers and sellers before money transfers

Twilio Verify API features and use cases

Features

• Silent network authentication: Authenticate securely without user interaction, protecting accounts and transactions seamlessly within your app.
• Improved compliance: Build compliant healthcare and financial applications without requiring personally identifiable information (PII).
• Actionable insights: Access dashboards showing conversion and success rates by region and channel, along with SMS fraud trends to optimize fraud prevention.
• Multiple delivery channels: Deliver OTPs through SMS, WhatsApp, voice, and email, all via a single API.

Use cases

• Login protection
• Signup verification
• Personalize messaging and voice calls
• Improve message deliverability
• Enrich data and risk models

Twilio’s Flex and Engage

Twilio’s Flex and Engage are designed to help businesses deliver better customer experiences. Telnyx, on the other hand, doesn’t have a similar customer engagement tool suite offering real-time customer data analytics.

Let’s explore how Twilio’s tools support seamless communication and engagement.

Twilio Flex

Twilio Flex is a digital engagement center that lets you add a real-time data layer and AI capabilities to customize every sales and service interaction. With this solution, your customer service team can easily centralize support across chat, phone, and WhatsApp, customizing the interface to match their existing tools and processes.

Twilio Engage

Twilio Engage is a platform for personalized, data-driven marketing and customer engagement. It helps orchestrate real-time customer experiences from one central platform based on customer data across any communications channel.

Telnyx pricing vs. Twilio pricing

Let’s compare Telnyx pricing vs. Twilio pricing to get a clear view of how their cost structures compare.

Telnyx pricing

Note: Telnyx provides a lower-cost alternative for businesses needing cost-effective VoIP solutions.

Twilio pricing

Telnyx vs. Twilio customer support

Comparing Telnyx and Twilio in terms of customer support, both offer distinct approaches to assist businesses and end-users. This comparison highlights the key differences in their customer support plans.

Telnyx customer support

Telnyx goes beyond just offering communication solutions. It provides comprehensive, reliable support to ensure your business runs smoothly. Here’s how:

• Free in-house support: Talk to a telecommunications specialist via chat or call, available 24/7, year-round.
• Portal access: Set up, manage, and monitor your telecommunications through the Mission Control Portal.
• Automatic discounts: As your traffic hits higher volume thresholds, Telnyx applies discounts automatically.

Twilio customer support

• Developer plan: Provides basic support with API status notifications and web support, but no guaranteed response times.
• Production plan: Offers more robust support, with guaranteed response times for priority issues (3 hours for P1, 6 hours for P2, and 9 hours for P3), live chat support, and phone support, with a minimum monthly cost based on usage.
• Business plan: Delivers faster response times and higher-touch support, including phone and live chat. The pricing scale depends on monthly spending, starting at a minimum of $250 for the production plan.

Telnyx vs. Twilio: Pros and cons

We’ve outlined Telnyx vs. Twilio reviews to understand which solution provider better suits your business.

Telnyx pros and cons

Pros

• Users appreciate the intuitive and easy-to-navigate dashboard, which simplifies understanding and managing communications. (G2)
• Many reviewers highlight Telnyx's cost-effective pricing structure compared to competitors. (G2)
• Quick response times and effective issue resolution, enhancing user satisfaction. (TrustRadius)
• Developers find the API documentation thorough and intuitive, facilitating seamless integration into applications. (TrustRadius)

Cons

• Challenging to navigate initially, especially setting up SIP trunking and VoIP calls. (G2)
• A few users have pointed out that Telnyx could improve its interface and tools for handling bulk number queries and large-scale operations. (TrustRadius)
• Some users mention occasional latency or delays, especially during high-traffic periods. (Capterra)

Twilio pros and cons

Pros

• Users appreciate Twilio's straightforward API, which simplifies integration into various applications. (G2)
• Users like how it offers a wide range of communication services, including SMS, voice calls, and video conferencing. (G2)
• Highly scalable and reliable, making it suitable for businesses of all sizes. (G2)

Cons

• Some users find that while basic features are easy to use, advanced functionalities can be complex to implement. (G2)
• The pricing may be higher for businesses with high communication volumes, potentially affecting cost-effectiveness. (G2)
• Users report poor communication and a lack of accountability throughout Twilio's regulatory compliance process. (Trustpilot, TrustRadius)
• Their 2FA process is tedious which if you're not careful could result in you losing your number. (Capterra)

Why Plivo is the ideal alternative to Telnyx and Twilio

While Twilio and Telnyx are top players in the CPaaS space, having a second provider in your software stack can add a layer of reliability. As one of the top Twilio alternatives, Plivo can address the most common issues you may have:

• Inconsistent quality and deliverability in some regions
• Rising costs as the business’s customer base grows
• Lackluster customer support
• Ongoing technical issues

With direct connectivity to carriers in over 190 countries, Plivo ensures consistent quality and a 99.99% uptime guarantee, keeping your messages and calls on track.

Plivo also stands out with its six global points of presence (PoPs), strategically placed near high-traffic internet exchange points (IXP). This infrastructure provides your customers with top-tier voice call quality.

Plus, its developer-friendly, straightforward API documentation ensures an easy setup.

Additionally, with Plivo, you can save more as your business scales. It offers competitive pricing, along with volume-based discounts that start as low as $1,000.

Here’s a quick rundown of Plivo’s API solutions:

• SMS API: Plivo’s SMS API lets you send and receive text messages globally. Whether you're sending promotional offers, appointment reminders, or verification codes, Plivo makes it easy to integrate SMS into your application.

• Voice API: Plivo's Voice API allows you to make and receive high-quality voice calls, automate workflows with IVR, and even build custom call centers.

It takes care of three of the major call quality metrics: latency, jitter, and packet loss. You can see and monitor these metrics on the call insights dashboard that provides a quality score as a mean opinion score (MOS).

• Verify API: Plivo’s Verify API streamlines user authentication with 2FA, using SMS, voice calls, or email for businesses that need to securely verify users, or add extra layers of security during sign-ins. Plus, it addresses Telnyx use cases like MFA and fraud prevention like Twilio to secure user interactions.

• WhatsApp Business API: With Plivo’s WhatsApp Business API, you can engage with customers on the world’s most popular messaging platform. Plivo makes it easy to integrate WhatsApp into your business communication, allowing you to send order updates, customer support messages, and promotional content.

You can use Plivo as your primary provider or a failover option, addressing common challenges that Twilio and Telnyx may not fully resolve. Book a demo to know why thousands of businesses trust Plivo for efficient communication.

Managing large-scale conversations can be a challenge—especially for growing businesses.

To meet this demand, Meta launched the WhatsApp Cloud API in May 2022. This API lets businesses quickly connect with customers, offering a secure and scalable way to chat — no matter where they are.

While the Cloud API is easy to set up with no hosting fees, it does limit customization and control.

That’s where Plivo’s WhatsApp Business API comes in. Plivo offers more flexibility and control during setup, which can be beneficial for businesses in need of a more tailored solution.

In this guide, we’ll cover everything from setting up the Cloud API to real-world use cases, and also explore how Plivo’s API can offer more customization for businesses that need it.

WhatsApp Cloud API 101

Before launching the WhatsApp Cloud API, Meta offered three versions of WhatsApp:

• The standard WhatsApp app for personal use.
• WhatsApp Business for small- to mid-sized businesses.
• WhatsApp Business API for companies that needed advanced features.

So, what makes WhatsApp Cloud API different from all of these versions?

Let’s learn more about it.

What is WhatsApp Cloud API?

The WhatsApp Cloud API is a version of the WhatsApp Business Platform that runs on Meta’s cloud servers.

Unlike the older version, which required hosting on private servers or through a business solutions provider (BSP), the Cloud API removed the need for businesses to manage their own servers.

Why did Meta create the Cloud API?

The older on-premises API had its drawbacks. Set up took time, updates were slow to reach businesses, and server maintenance was expensive.

How does WhatsApp Cloud API work?

Here’s how the WhatsApp Cloud API works:

• Cloud-based architecture: Hosted on Meta’s servers, it provides a reliable and scalable infrastructure for messaging.
• Messaging capabilities: Businesses can exchange text, images, videos, and documents programmatically using API endpoints.
• Automation and bots: It supports automated workflows, such as sending appointment reminders or responding to frequently asked questions.
• Integration-friendly: The API connects seamlessly with other tools, streamlining customer communication processes.
• Multi-agent support: Teams can manage conversations collectively, ensuring faster response times and better customer service.

What’s the difference between the WhatsApp on-premises API and Whatsapp Cloud API?

Understanding the differences between the WhatsApp on-premises API and the WhatsApp Cloud API is key to choosing the right solution for your business.

Let’s explore how they compare.

WhatsApp business Cloud API features

The WhatsApp Cloud API comes with features that allow businesses to easily connect WhatsApp with their existing tools and workflows.

Here are its main offerings:

Seamless integration with Meta

Businesses can connect their systems to WhatsApp through Meta’s cloud platform. This ensures smooth and dependable communication with customers.

Versatile messaging options

The WhatsApp Cloud API supports text, media such as images, videos, audio, GIFs, and files, as well as contact cards and location sharing. It also facilitates interactive messages like list messages, reply buttons, and single or multi-product messages.

Additionally, businesses can use message templates for both text and media, incorporating interactive options for customer engagement.

Data access across platforms

The Graph API allows businesses to access and send data easily across different Meta platforms, including WhatsApp, Facebook, and Instagram.

It uses a single point of connection, so businesses don’t need to connect separately to each platform. This makes it simpler for businesses to manage data, whether it's about users, posts, or events, all from one place.

Global accessibility with no setup fees

The WhatsApp Cloud API is hosted in North America, but it allows businesses worldwide to connect with customers. This gives them access to WhatsApp’s large user base.

Meta offers the Cloud API for free, so businesses don't have to pay setup or access costs. However, businesses will still pay for the messages they send.

Easy-to-use API documentation

Meta offers straightforward API documentation, making it easier for developers to connect their systems to WhatsApp. This helps businesses build customized solutions and drive innovation.

Scalable and secure communication

The WhatsApp Cloud API enables businesses to scale their communications as they grow. It meets Meta’s strict security and privacy standards, ensuring both business and customer conversations remain secure.

How to get WhatsApp Cloud API

Setting up the WhatsApp Cloud API can vary depending on the method you choose. Here’s a quick comparison between using a BSP like Plivo and going through Meta directly.

Using an embedded signup

Signing up through a BSP enables you to complete the process in just a few steps. The signup flow is simple and stays entirely within the site.

Here’s how to do it with Plivo:

Step 1: Create a WABA in the Plivo console

To set up your WABA in Plivo, register a phone number that can receive an OTP via text or call. You'll use this number to message customers on WhatsApp.

You can either rent a number from Plivo or use your own. If you’re moving from another provider, you can transfer your number to Plivo.

Be sure to check Meta's guidelines and Plivo’s requirements for registration and migration.

Step 2: Customize your WhatsApp profile

Pick a display name for your WhatsApp account and follow the setup guidelines. Then, grant Plivo the necessary permissions to act as your WhatsApp solution provider.

Step 3: Verify successful onboarding

To confirm your setup is successful, check your Meta Business Account. First, choose your Meta account, then go to Business Settings and click on WhatsApp Accounts.

In the Partners tab, Plivo should appear as your partner.

Then, go to the Settings tab, where you'll find 'PLIVO INC' listed as a payment option.

Once you open "WhatsApp Manager," your number should show as connected.

Step 4: Register WhatsApp templates

Businesses must use WhatsApp messages templates approved by Meta. You can create new templates in WhatsApp Manager.

Meta segments templates into utility, marketing, or authentication categories, based on the message content. The category impacts both the conversation type and the cost.

In the Plivo console, you can find template information. Navigate to Messaging > WhatsApp Business Account > Templates to sync and view details from Meta.

Step 5: Manage your business phone number

Go to WhatsApp > WhatsApp Business Account to manage business phone numbers in Plivo.

Select your account and click on 'Configurations.' To add a phone number, use the ‘+Add Phone Number’ button found under account details.

After adding, you can also unlink numbers if needed.

This section also shows the connection status (whether it’s connected, pending, or disconnected), the name status (which reflects Meta’s verification), and the quality rating, based on how recipients respond to your messages.

Using Meta

Using the Cloud API through Meta requires development skills, such as making API calls to send and receive messages and setting up a webhook endpoint to handle message notifications.

You’ll also need to switch between Meta for Developers, your webhook server (like Glitch), and the WhatsApp application to test everything.

To learn more about these steps, refer to Meta’s documentation.

Note: Meta prohibits independent software vendors from developing the WhatsApp Cloud API for clients. Non-compliance with WhatsApp's Commerce Policy may lead to suspension or removal of API access.

WhatsApp Cloud API pricing

Businesses can access the WhatsApp Cloud API for free, but they pay based on their conversations with users.

Conversations on the WhatsApp Cloud API fall into two categories: user-initiated and business-initiated. A user-initiated conversation occurs when a user sends a message to a business, and the business responds within 24 hours. 

On the other hand, a business-initiated conversation happens when the business messages a user after the 24-hour window following the user's initial message.

WhatsApp offers the first 1,000 conversations each month for free. Once businesses exceed this limit, they must add a credit card to their account to continue using the service.

Even if a WABA has multiple phone numbers, the 1,000 free conversation limit still applies, and it resets monthly. In addition, businesses won’t incur charges when users contact them through the business’s call to action (CTA) button.

Pros of using the Whatsapp Cloud API

The WhatsApp Cloud API offers several advantages for businesses looking to integrate WhatsApp messaging into their customer service and communication workflows.

These advantages include:

Faster approval process

Previously, businesses had to go through BSPs and wait for approval before gaining access to the WhatsApp Business API. With the new approach, businesses can now directly access the API, removing the middleman.

Instant updates

Direct access to the WhatsApp Business API ensures that businesses immediately receive updates, including important security fixes.

Reduced costs

Traditionally, BSPs charged businesses for API access.

Now, with the WhatsApp Cloud API, Meta has eliminated setup charges, meaning businesses of all sizes can use the API at no cost.

Cons of using the Whatsapp Cloud API

While the WhatsApp Cloud API offers many benefits, there are also some potential drawbacks to consider:

Customization and control

The WhatsApp Cloud API is a ready-to-use solution managed by Meta. It makes setup and maintenance easy, but businesses can’t change its main features or underlying infrastructure. However, it allows for flexible integrations and workflow setups within its standard limits. For companies with complex needs or very specific requirements, this lack of control might be a drawback compared to on-premises options.

Support and service level agreement (SLAs)

Meta’s Cloud API support is general, whereas the on-premises API often includes specific SLAs and disaster recovery managed by BSPs. Businesses with high-stakes communication needs may find it challenging to operate without dedicated support. Downtimes or delays in issue resolution can impact critical service levels.

Plivo offers strong support with clear SLAs and disaster recovery measures. This dedicated service helps businesses maintain consistent, reliable communication when it matters most.

Feature parity and updates

The Cloud API may lack certain advanced features or update flexibility found in the on-premises API. Businesses using the Cloud API can face restrictions in accessing new tools or controlling update timing, limiting how they manage feature rollouts.

Plivo gives businesses more options, with multiple engagement channels like SMS, WhatsApp, and voice. Its additional features, such as marketing automation, provide flexibility beyond what the Cloud API offers.

For instance, Plivo allows businesses to provide customer support via a no-code AI-powered WhatsApp chatbot. This bot can handle routine customer inquiries, such as order tracking or store hours, without needing an agent. It reduces the workload on human agents and improves response speed.

Plivo also offers data-led routing, which uses customer data to direct queries to the right agents.

For example, if a returning customer has a technical issue, the system can route their inquiry to a dedicated technical support agent. This ensures the customer gets the right help faster and more efficiently.

Latency and performance

Meta’s North American data hosting can cause delays for international users, as requests must travel across continents. For global businesses, this lag can impact response times, making interactions feel slow and lowering user satisfaction.

Plivo’s network, with connectivity in over 220 countries and territories, routes requests closer to users to reduce latency. This setup helps businesses offer faster, more responsive service worldwide.

Automate your WhatsApp communication with Plivo

The WhatsApp Cloud API is fully managed by Meta, making it easier to set up and scale, but it gives you less control over infrastructure.

If you want something quick and easy, go for the Cloud API. If you need more customization and control, the Business API is the way to go.

Plivo offers a reliable and easy-to-use API platform that consolidates all your communication channels under one bill, contract, and point of contact. With competitive pricing and customer support ranked 99/100 for satisfaction on G2, you can count on us for top-tier service.

Plivo’s WhatsApp Business API makes managing customer interactions at scale effortless. Rich messaging and advanced automation tools not only improve customer satisfaction but also make your communication processes more efficient.

Ready to see how Plivo's WhatsApp Business API works for your business? Book a demo today!