Module 7 · Lesson 1 of 4
Email vs SMS: Choosing Correctly Email o SMS: Paano Pumili nang Tama
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Before this: Appointment Workflows: Booked Calls, Reminders and No-Shows
Your knowledge-check score on Appointment Workflows: Booked Calls, Reminders and No-Shows was under 60%. Worth a quick re-read before this one — it builds on it.
On this page
In this lesson
Email vs SMS: Choosing Correctly
Sa lesson na ’to
Email o SMS: Paano Pumili nang Tama
Read the transcript
Hi baddie! I'm Hazel. SMS or email? Each channel has its own job. In Conversations you pick the channel right in the composer: SMS, Email or WhatsApp. SMS is a tap on the shoulder. Use it for short, time-sensitive messages like reminders. Email is a letter. Use it for quotes, receipts and anything with detail. If it matters in the next few hours, SMS. If it needs proper reading, email. Often, both. Consent first. Only message people who agreed to hear from the business. Read the lesson below, then take the quick check.
Hi baddie! Si Hazel 'to. SMS o email? May sariling trabaho ang bawat channel. Sa Conversations, pipiliin mo ang channel mismo sa composer: SMS, Email o WhatsApp. Ang SMS ay parang tapik sa balikat. Gamitin sa maikli at urgent na messages tulad ng reminders. Ang email ay parang sulat. Gamitin sa quotes, receipts at kahit anong may detalye. Kung importante sa susunod na ilang oras, SMS. Kung kailangang basahin nang maayos, email. Madalas, pareho. Consent muna. I-message lang ang mga pumayag makarinig mula sa business. Basahin ang lesson sa baba, tapos sagutan ang quick check.
What you'll learn
- Choose between email and SMS for a given message
- Explain consent, and why it matters more for SMS
- Know what A2P 10DLC is and why texts to US numbers might not send
- Give a client a clear recommendation, with reasons
- Pumili sa pagitan ng email at SMS para sa isang message
- Ipaliwanag ang consent, at kung bakit mas mahalaga ito sa SMS
- Malaman kung ano ang A2P 10DLC at kung bakit baka hindi ma-send ang texts sa US numbers
- Bigyan ang client ng malinaw na rekomendasyon, may kasamang dahilan
New words in this lesson
- A2P 10DLC
- US carrier registration for businesses sending texts from ordinary 10-digit phone numbers. Unregistered numbers can have messages filtered or blocked.
- Conversations
- GHL's shared inbox for SMS, email, web chat and social messages, organized by contact.
What a client actually asks
"Just text everyone. People don't read email any more."
Ang tanong ng client
"I-text mo na lang lahat. Hindi na nagbabasa ng email ang mga tao ngayon."
Key concepts
“Just text everyone” sounds efficient. Sometimes it’s the right call. Sometimes it’s the wrong channel, and sometimes the text never arrives at all. Your job is to know which, and explain why.
Each channel has a job
| SMS | ||
|---|---|---|
| Best for | Short, time-sensitive messages | Longer content, links, detail |
| Examples | Reminders, “we’re on the way”, quick confirmations | Quotes, receipts, onboarding info, newsletters |
| Feels like | A tap on the shoulder | A letter |
| Overuse feels | Intrusive, fast | Ignorable, slow |
A good rule: if it matters in the next few hours, SMS. If it needs reading properly, email. Often the best answer is both: a full email, plus a short SMS that says “we’ve emailed your quote”.
Consent comes first
Before any channel choice, ask: did this person agree to hear from the business this way? Texting is personal, and many countries have strict rules about business texting and consent.
Practically, for a VA, that means:
- know how each contact came in (form, booking, import) and what they agreed to
- be very careful with imported lists, especially old ones
- make sure people can opt out (usually by replying STOP), and that it’s respected
A2P 10DLC: why texts to US numbers might not send
If your client texts customers in the United States, you’ll meet the term A2P 10DLC. In plain words:
- A2P means application-to-person: a business system texting people.
- 10DLC means a normal 10-digit long code phone number.
- US carriers generally require businesses to register who they are and what they’re texting about before A2P texts from those numbers are delivered reliably.
Unregistered or poorly registered numbers can have messages filtered or blocked. If a US client says “our texts aren’t arriving”, registration status is one of the first things to check. GHL has a section for this registration, often in a trust or compliance area of the phone settings.
Putting it into practice: answer the client
Here’s how a professional would reply to “Just text everyone”:
“Texting is great for reminders and anything urgent, so let’s use it there. For quotes and longer info, email works better, and I’d add a short text saying ‘check your email’. Two things to check before we text more widely: that people agreed to receive texts, especially anyone imported from an old list, and — since your customers are in the US — that your number’s texting registration is approved, or messages may not arrive.”
That reply agrees with the client where they’re right, offers a better plan, and raises consent and registration before they become a problem. Raising compliance without being asked is one of the things that makes a VA look senior.
Mga pangunahing konsepto
Mukhang efficient ang “i-text mo na lang lahat”. Minsan tama ‘yan. Minsan maling channel, at minsan hindi talaga dumarating ang text. Trabaho mong malaman kung alin, at ipaliwanag kung bakit.
May kanya-kanyang trabaho ang bawat channel
| SMS | ||
|---|---|---|
| Pinakamagaling para sa | Maikli at time-sensitive na messages | Mas mahabang content, links, detalye |
| Halimbawa | Reminders, “papunta na kami”, mabilisang confirmations | Quotes, resibo, onboarding info, newsletters |
| Pakiramdam | Tapik sa balikat | Sulat |
| Kapag sobra | Nakakaistorbo, mabilis | Madaling balewalain, mabagal |
Magandang rule: kung mahalaga sa susunod na ilang oras, SMS. Kung kailangang basahin nang maayos, email. Madalas, pareho ang pinakamagandang sagot: buong email, plus maikling SMS na nagsasabing “na-email na namin ang quote mo”.
Consent muna
Bago pumili ng channel, itanong: pumayag ba ang taong ‘to na kontakin siya ng business sa ganitong paraan? Personal ang texting, at maraming bansa ang may mahigpit na rules tungkol sa business texting at consent.
Sa praktika, para sa VA, ibig sabihin nito:
- alamin kung paano pumasok ang bawat contact (form, booking, import) at kung ano ang pinayagan nila
- maging sobrang ingat sa imported lists, lalo na sa mga luma
- siguraduhing kayang mag-opt out ng mga tao (kadalasan sa pag-reply ng STOP), at sinusunod ito
A2P 10DLC: bakit baka hindi dumating ang texts sa US numbers
Kung nagte-text ang client mo sa customers sa United States, makikilala mo ang term na A2P 10DLC. Sa simpleng salita:
- Ang A2P ay application-to-person: business system na nagte-text sa mga tao.
- Ang 10DLC ay normal na 10-digit long code na phone number.
- Kadalasang hinihingi ng US carriers na mag-register ang business kung sino sila at tungkol saan ang texts nila bago maayos na maipadala ang A2P texts mula sa mga numerong ‘yon.
Ang messages ng unregistered o hindi maayos na registered na numbers ay pwedeng ma-filter o ma-block. Kung sabihin ng US client na “hindi dumarating ang texts namin”, isa sa mga unang i-che-check ang registration status. May section ang GHL para sa registration na ‘to, madalas nasa trust o compliance area ng phone settings.
Isabuhay: sagutin ang client
Ganito sasagot ang isang professional sa “I-text mo na lang lahat”:
“Maganda ang texting para sa reminders at kahit anong urgent, kaya doon natin gamitin. Para sa quotes at mas mahabang info, mas maganda ang email, at magdadagdag ako ng maikling text na ‘check your email’. Dalawang bagay ang i-che-check muna bago tayo mag-text nang mas malawak: na pumayag ang mga tao na makatanggap ng texts, lalo na ang mga in-import mula sa lumang list, at — dahil nasa US ang customers n’yo — na approved ang texting registration ng number n’yo, kundi baka hindi dumating ang messages.”
Sumasang-ayon ang sagot na ‘yan sa client kung saan sila tama, nag-aalok ng mas magandang plano, at itinataas ang consent at registration bago pa maging problema. Ang pagtaas ng compliance nang hindi tinatanong ay isa sa mga nagpapakitang senior ang VA.
Common mistakes
- Tine-text ang mga taong hindi pumayag makatanggap ng texts
- Mahalaga ang consent, at mahigpit ang rules sa texting sa maraming bansa. I-check kung paano at kailan pumayag ang bawat contact na makontak bago magpadala ng SMS.
- Nagpapadala ng mahabang content sa SMS
- Para sa maikli at napapanahong messages ang SMS. Sa email ang mahabang content, baka may kasamang maikling SMS na tumuturo dito.
- Akala "gumagana na lang" ang SMS para sa US clients
- Kadalasan, kailangan ng A2P 10DLC registration ang business texting sa US numbers. Pwedeng ma-block o ma-filter ang messages ng unregistered numbers.
- Nakakalimutan ang opt-out handling
- Siguraduhing kayang itigil ng mga tao ang messages (kadalasan sa pag-reply ng STOP) at sinusunod ito ng account. Huwag kailanman lusutan ang opt-out.
- Texting people who never agreed to receive texts
- Consent matters, and texting rules are strict in many countries. Check how and when each contact agreed to be contacted before sending SMS.
- Sending long content by SMS
- SMS is for short, timely messages. Long content belongs in an email, perhaps with a short SMS pointing to it.
- Assuming SMS "just works" for US clients
- Business texting to US numbers generally needs A2P 10DLC registration. Unregistered numbers can have messages blocked or filtered.
- Forgetting opt-out handling
- Make sure people can stop messages (usually by replying STOP) and that the account respects it. Never work around an opt-out.
Practice
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