Overview

SMS for Lead Generation is a new channel being rolled out for US clients alongside SmartChat.

The channel gives website visitors an additional way to start a conversation with a business via SMS, alongside the existing SmartChat experience. It is particularly relevant for mobile website visitors who prefer texting to web chat, are browsing outside of normal business hours, or may otherwise be less likely to engage through traditional web chat.

SMS conversations are supported by the same CommVersion agents who handle SmartChat conversations, and leads follow the same CRM integration workflow as existing SmartChat leads.

The channel is currently being introduced through a structured pilot with a small group of US clients, with the aim of measuring impact before wider rollout.

Why SMS?

SMS provides a familiar, low-friction way for customers to engage with a business without requiring an app download.

The introduction of SMS in the US follows strong results from WhatsApp implementations in the UK and EU. Across these implementations, we have seen:

• 30%+ incremental chat volumes from the same website traffic

• Up to 25–45% increases in lead volumes

• Customers engaging through a channel they are already familiar and comfortable with on their mobile devices

SMS provides a similar opportunity in the US, with broad reach and no app download required.

It can give website visitors another option to engage with a business, particularly customers who:

• Are browsing on a mobile device

• Prefer texting to traditional web chat

• Are visiting outside normal business hours

• May not otherwise initiate a web-chat conversation

How does it work?

SMS will sit alongside SmartChat on your mobile website, allowing visitors to choose the channel they’re most comfortable with.

Once a customer starts a conversation via SMS:

• Enquiries are handled by the same CommVersion agents supporting your SmartChat conversations
• Leads follow the same CRM integration workflow as your existing SmartChat leads
• You gain an additional channel to capture customers who may not otherwise engage through web chat

We’re currently running a structured pilot with a small group of US clients to measure the impact before a wider rollout, and we’d love to explore whether this could be a good fit for your business.

What would be required?

There are a few requirements around A2P 10DLC compliance to get the SMS channel set up. We can guide you through these, and have put together a short document outlining the information required:

[SMS Channel Setup — Information Required] 

You’ll also need a short SMS addendum added to your Terms & Conditions and Privacy Policy (we’ll provide the wording), as well as a page where the SMS number can be displayed.

Attached is a Product Document that you can refer for more details.