In the comparison table below, you'll find answers to the main frequently asked questions about implementing WhatsApp and SMS channels on our Engage platform.
| Engage | |||
| FAQ | SMS | Key data | |
| I need a phone number to implement it |  | | • A phone number is required for both channels. • For SMS, a local phone with SMS sending capability will be provided by Engageware Aivo. • Please note that for SMS, a different number is required for each use case to be implemented (Marketing, Utility, or OTP). |
| Can I use both channels in Engage | | | • You can implement both channels or just one, depending on your definition. |
| The channel is created from Engage |  | | • In WhatsApp, the channel is created directly from the Virtual Assistant platform, connecting it to Meta. • In SMS, choose to create the channel from the Virtual Assistant platform; you will be redirected to the Support Center to complete the process. |
| Requires message template approval | | | • On WhatsApp, templates are approved by Meta in accordance with its policies. • On SMS, templates are uploaded when they are created. |
| Templates support multimedia formats | |  | • WhatsApp allows you to send multimedia files. • SMS only supports text, links, and emojis. |
| The templates incorporate buttons | | | • En WhatsApp es posible incorporar botones en las plantillas. • En SMS, esta funcionalidad no está disponible. |
| Opt-in is suggested | | | • Opting in is always a good practice. |
| Apply Opt out | | | • On WhatsApp, users can reply indicating that they no longer wish to receive messages from your organization's number. • With SMS, users can unsubscribe from receiving messages. |
| Apply sending of One-Time Campaigns | | | • Applies to both channels. |
| Apply sending of Recurrent Campaigns | | | • Applies to both channels. |
| Has a limit on the number of shipments | | | • WhatsApp messages are governed by Meta's quality policy. Currently, there are no limits on the number of SMS messages that can be sent. |
| Receive responses from the user | | | • WhatsApp receives responses from users. • In SMS, it is possible to enable the setting to allow responses. |
| Apply proactive sending of messages in Live | | | • Only applies to WhatsApp. |
| Has error reporting | | | • Once the campaign has been sent, you can access the details of the mailing and generate an exportable report, which will display any error logs, if applicable. |