Transactional SMS Support Messages?

Shopify Discussion

Topic summary

A merchant is seeking solutions for one-to-one transactional SMS support, distinct from bulk marketing messages. Their use case includes:

Primary needs:

  • Proactive outreach for address validation before shipping
  • Handling order issues (duplicates, incompatible item combinations)
  • Receiving customer images for returns/defects

Current limitations:

  • Shopify sends SMS order confirmations but lacks follow-up capabilities
  • Most app store options focus on bulk marketing
  • Klaviyo’s 1:1 feature requires customers to text first and maintain SMS subscriber status

Suggested alternatives:

  • WhatsApp Business API – Enables automated notifications with two-way messaging through a dedicated panel
  • Twilio or SimpleTexting – API-based platforms supporting direct customer queries, order follow-ups, and image receipt
  • UnblockedBrands – Mentioned for multi-channel support combining SMS with push notifications

The discussion remains open with no definitive solution chosen.

Summarized with AI on October 23. AI used: claude-sonnet-4-5-20250929.
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What are people using for transactional SMS support messages? We allow customers to check out with a phone number or email. Shopify sends them SMS order confirmations, but doesn’t provide any way to contact them for follow up on orders.

All of the SMS apps in the app store seem to revolve around bulk SMS marketing. We don’t want to send bulk messages, simply handle 1:1 support concerns like address validation, duplicate orders, combinations of items that don’t make sense. It would also be nice to have the ability to receive images from customers (photos of damaged/defective products) to expedite returns.

What are folks using for this? We have Klaviyo which has a 1:1 conversations feature, but it has 2 very limiting requirements:

  1. Individuals must text us first. 90% of these would be address validation questions before shipping where the customer hasn’t contacted us

  2. Can only reply when customers are SMS subscribers. We don’t do SMS marketing. Transactional support messages shouldn’t require this, though we understand Klaviyo needing to protect their shared services from blacklists.

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Hello @wingra

You can try official WhatsApp Business API in that case

For example, https://apps.shopify.com/whastapp-order-notification-by-magecomp?

You can sign up with the official business API Plan. You on board WhatsApp sender number to send automated notifications. if customer has any query, he will reach out on your WhatsApp, and those messages can be read and replied from the panel itself.

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For transactional SMS, tools like Twilio or SimpleTexting are ideal for 1:1 messaging. They offer APIs to handle customer support queries, order confirmations, and follow-ups. You can also receive images from customers to streamline support processes. If you’re looking for multi-channel support, pairing SMS with push notifications via UnblockedBrands can provide a seamless customer experience, allowing for direct and instant communication.

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