Foundation · 2 min
What you need to know
Should ecommerce stores use SMS marketing?
Use SMS only when customers have the required channel-specific permission, and the message benefits from immediacy. It should not become a shorter version of every email campaign.
Email vs SMS: when should each be used?
Use email for detail and durable reference; use SMS for concise, time-sensitive communication when permitted. Coordinate both channels through shared eligibility and frequency rules.
Which messages are appropriate for SMS?
Appropriate SMS messages are brief, timely, and expected, such as consented alerts, limited reminders, or urgent service updates. Promotional SMS needs the applicable marketing permission.
Can too many SMS messages hurt customer retention?
Yes. High SMS frequency can feel intrusive, increase opt-outs and complaints, and damage trust because the channel interrupts customers directly.
How should email and SMS automations work together?
Choose a primary channel for each purpose, suppress the other after engagement or purchase, and count both toward a shared contact limit. Keep consent and opt-out independent by channel.
How do I prevent the same promotion being sent repeatedly across channels?
Use one campaign identifier and customer-level message history across tools. Before every send, check recent promotions, purchase, conversion, suppression and channel preference.
A quick store check
Map one campaign across channels and test consent, suppression, timing, frequency and unsubscribe independently for email and SMS.
Foundation · 2 min
Frequently asked questions
Should an SMS opt-out stop email too?
Not automatically. Honor the SMS withdrawal immediately and keep channel permissions separate unless the customer chose to stop all marketing.
Can service alerts be sent by SMS?
Only when the channel and purpose are properly authorized and the alert is genuinely useful, not promotion disguised as service.