Sales AI Skill

Sms Whatsapp Outreach

Execute SMS and WhatsApp outreach campaigns for sales prospecting, follow-up, and nurture with compliance, personalization, and two-way conversation management. Use when running SMS campaigns, WhatsApp business outreach, mobile messaging for sales, or multi...

SMS & WhatsApp Outreach

Add mobile messaging to your outreach mix for higher engagement and faster response times.

Workflow

  1. Build opted-in mobile contact list from CRM and consent records.
  2. Segment contacts for targeted SMS/WhatsApp messaging.
  3. Craft compliant, personalized message templates with clear CTAs.
  4. Execute campaigns with smart scheduling (timezone-aware, business hours only).
  5. Handle two-way conversations with automated routing and live agent takeover.
  6. Track delivery, open, reply, and conversion metrics.
  7. Maintain compliance with TCPA, GDPR, and platform-specific regulations.

Compliance Framework

SMS/WHATSAPP COMPLIANCE REQUIREMENTS
=======================================

TCPA (USA) — CRITICAL:
  ────────────────────
  Requirements:
    - PRIOR EXPRESS WRITTEN CONSENT required before any SMS
    - Consent must be documented (timestamp, method, opt-in text)
    - Clear opt-out mechanism in EVERY message ("Reply STOP to unsubscribe")
    - Opt-out honored within 24 hours; no further messages after opt-out
    - Identify sender clearly ("This message from [Company]")
    - No auto-dialers or pre-recorded messages without consent
  
  Violations:
    - $500-$1,500 per violation per message
    - Class action lawsuits common ($10M+ settlements)
    - FTC enforcement actions possible
  
  Best Practices:
    - Collect consent via web form with explicit checkbox ("Yes, I agree to receive SMS")
    - Never purchase mobile numbers for SMS campaigns
    - Audit consent records quarterly
    - Maintain opt-out list with permanent suppression

GDPR (EU) — CRITICAL:
  ───────────────────
  Requirements:
    - Explicit opt-in consent (pre-ticked boxes NOT valid)
    - Right to be forgotten (data deletion on opt-out)
    - Purpose limitation (use numbers only for stated purpose)
    - Data processing agreement with SMS provider
    - Consent records retained for 3 years minimum
  
  WhatsApp Business API (Global):
    ─────────────────────────────
    Requirements:
      - Business account verified with WhatsApp
      - Message templates pre-approved by Meta
      - Quality rating monitored (user block/report rate)
      - 24-hour messaging window for non-template messages
      - Outside 24-hour window: must use approved template
      - Quality rating tiers: Green (>0.1%), Yellow (0.1-1%), Red (>1%)
      - Red rating = messaging blocked until resolved

CONSENT COLLECTION METHODS:
  ────────────────────────
  Valid:
    ✓ Web form with explicit opt-in checkbox
    ✓ "Text JOIN to [shortcode]" (two-way opt-in)
    ✓ Verbal consent recorded on call ("Can I text you the details?")
    ✓ In-app opt-in with clear messaging
    
  Invalid:
    ✗ Pre-ticked opt-in boxes
    ✗ Purchased lists
    ✗ Implied consent from business card exchange
    ✗ "By using this website you agree to receive SMS"

Campaign Templates

SMS CAMPAIGN TEMPLATES (160 characters max per segment)
=========================================================

TEMPLATE 1: EVENT FOLLOW-UP
  "Hi [Name], great meeting you at [event]! This is [Rep] from [Company].
   Sending the [resource] we discussed. Interested in a quick chat this week?
   Reply YES or STOP to opt out."

TEMPLATE 2: CONTENT NURTURE
  "Hi [Name], [Rep] here from [Company]. Published a new guide on [topic]
   — thought of your work at [Company]. Link: [short URL]. Reply STOP to
   opt out."

TEMPLATE 3: MEETING CONFIRMATION
  "Hi [Name], confirming our call tomorrow at [time]. Looking forward to
   discussing [topic]. Reply YES to confirm or call [number] to reschedule.
   From [Company]. Reply STOP to opt out."

TEMPLATE 4: DEAL FOLLOW-UP
  "Hi [Name], following up on our proposal. Any questions I can help with?
   I'm free [time windows] this week. Reply with your availability or STOP.
   [Company]"

TEMPLATE 5: RE-ENGAGEMENT
  "Hi [Name], it's been a while! [Company] just launched [new feature] that
   solves [pain point]. 5 min chat to see if it's relevant? Reply YES/STOP."

WHATSAPP BUSINESS TEMPLATES (Meta-approved):
  ──────────────────────────────────────────

TEMPLATE 1: POST-MEETING RESOURCE
  "Hi [Name], great connecting today! Here are the resources we discussed:
   1. [Case study] — [link]
   2. [Demo recording] — [link]
   Let me know if you have any questions. Best, [Rep]"

TEMPLATE 2: PRODUCT UPDATE
  "Hi [Name]! We just released [feature] that helps [ICP] with [outcome].
   Based on our conversation about [topic], thought this might be relevant.
   Want to see a quick demo? [link]"

TEMPLATE 3: EVENT INVITATION
  "Hi [Name], you're invited to our [webinar/event] on [date] about [topic].
   Register: [link]. Looking forward to seeing you there! [Company]"

MESSAGE CHARACTERISTICS:
  ──────────────────────
  SMS:
    - Max 160 characters per segment (320 for 2-segment, etc.)
    - Short, punchy, one clear CTA
    - Professional but conversational tone
    - Always include opt-out language
    - Personalized with first name and context
    - Use short links (bit.ly) to save characters
  
  WhatsApp:
    - Richer formatting (bold, italic, bullet points)
    - Can include images, documents, voice notes
    - Longer messages acceptable (2-3 paragraphs)
    - More conversational and relationship-building
    - Template messages require Meta approval

Campaign Execution Rules

SMS/WHATSAPP CAMPAIGN RULES
=============================

TIMING:
  ──────
  Best Send Times (by timezone):
    - Tuesday-Thursday: 10 AM - 12 PM, 2 PM - 4 PM (highest response)
    - Monday: 11 AM - 3 PM (avoid early Monday)
    - Friday: 10 AM - 1 PM (avoid after lunch)
    - NEVER: Saturday, Sunday, 9 PM - 7 AM local time
  
  Frequency Limits:
    - Max 2 SMS per contact per week
    - Max 1 WhatsApp per contact per week
    - 7-day cooling period after opt-in before first promotional message
    - 30-day minimum between re-engagement messages

SCHEDULING:
  ─────────
  - All messages scheduled by contact's timezone
  - Business hours only (8 AM - 6 PM local)
  - Campaign start staggered (not all at once) to avoid carrier flagging
  - Daily send limit: 500 messages/company (carrier threshold)

TWO-WAY CONVERSATION:
  ───────────────────
  Reply handling:
    1. Auto-reply: "Thanks for your message! A team member will respond within 2 hours."
    2. Routing: Reply routed to appropriate AE/SDR based on contact assignment
    3. Live takeover: AE takes over conversation within 2 hours
    4. Conversation logged in CRM as activity
  
  Reply responses:
    - "YES" → Schedule meeting or send follow-up content
    - "INFO" → Send informational content
    - "STOP" → Immediate opt-out, suppress permanently
    - Other → Route to live agent for personalized response

MULTI-CHANNEL SEQUENCING:
  ────────────────────────
  SMS/WhatsApp integrated into broader outreach sequence:
  
  Day 1: Email 1 (introduction)
  Day 3: LinkedIn connection request
  Day 5: SMS (content share, reference email)
  Day 8: Email 2 (case study, social proof)
  Day 12: WhatsApp (if opted in, richer content)
  Day 15: Phone call (personal touch)
  Day 18: Email 3 (breakup/last attempt)
  
  Rule: Never send SMS immediately after email (channel clash)
  Minimum 48 hours between channels to same contact

Analytics & Metrics

SMS/WHATSAPP PERFORMANCE METRICS
==================================

Delivery Metrics:
  Messages sent: [count]
  Delivery rate: [%] (target: 98%+)
  Opt-in rate: [%] (for two-way opt-in campaigns)
  Opt-out rate: [%] (target: <1%)
  Bounce rate: [%] (target: <2%)
  Compliance violations: [count] (target: 0)

Engagement Metrics:
  Reply rate: [%] (target: 15-25% for SMS, 20-35% for WhatsApp)
  Average response time: [X minutes/hours]
  Conversion to meeting: [%] (target: 5-10%)
  Positive sentiment replies: [%]
  Negative sentiment replies: [%]
  Opt-out rate by campaign type: [%]

Pipeline Impact:
  Meetings booked from SMS: [count]
  Meetings booked from WhatsApp: [count]
  Pipeline generated: [$ amount/month]
  Deals won from SMS-sourced leads: [count]
  Deals won from WhatsApp-sourced leads: [count]
  Revenue attributed: [$ amount]

WhatsApp Quality Rating:
  Rating: [Green/Yellow/Red]
  User block rate: [%] (target: <0.1%)
  User report rate: [%] (target: <0.1%)
  Template approval rate: [%]
  24-hour conversation completion rate: [%]

COMPARATIVE ANALYSIS:
  ──────────────────
  SMS vs. Email performance:
    Open rate: SMS 98% vs. Email 20%
    Reply rate: SMS 15% vs. Email 2%
    Meeting conversion: SMS 5% vs. Email 1%
    Response time: SMS 15 min avg vs. Email 48 hr avg
    Cost per message: SMS $0.02 vs. Email $0.001

Edge Cases

Integration Points