Telerivet supports messaging across SMS, WhatsApp, Viber, Facebook Messenger, Instagram, USSD, voice. Each channel reaches a different audience and fits a different set of workflows. This guide explains what each one is, when to use it, and how it behaves in Telerivet.
A channel in Telerivet is a route: a configured connection between your project and a specific messaging network. Once a route is added, you can send messages, build automated services, set fallback logic, and run multi-step workflows through it.
Quick comparison
| Channel | Requires smartphone | Requires data | Rich media | Two-way | Best for |
|---|---|---|---|---|---|
| SMS
|
No | No | No | Yes | Wide reach, low-connectivity markets |
|
WhatsApp |
Yes | Yes | Yes | Yes | Conversational workflows, high engagement |
| Viber
|
Yes | Yes | Yes | Yes | Philippines, Eastern Europe, Middle East |
|
Messenger |
Yes | Yes | Yes | Yes | Facebook-first audiences, inbound inquiries |
|
Instagram |
Yes | Yes | Yes | Yes | Instagram-first audiences, inbound inquiries |
USSD |
No | No | No | Yes | Financial services, feature phone populations |
| Voice / IVR | No | No | N/A | Yes | Low-literacy audiences, verbal confirmation |
SMS
SMS works on every mobile phone without a data connection, an app, or any setup on the recipient's end. It is the default for operational communication in markets where smartphone and internet penetration cannot be assumed.
Common uses: payment confirmations, appointment reminders, emergency alerts, field agent dispatch, one-time passwords, survey invitations.
SMS messages are limited to 160 characters per segment and deliver in plain text only. There is no read receipt confirming a message was opened, only delivery confirmation to the network.
Telerivet's Android Gateway extends SMS reach further by routing through a local SIM in areas without a formal aggregator relationship.
Use SMS when:
- Your audience is geographically dispersed or in low-connectivity areas
- Device and internet assumptions cannot be made
- Unconditional reach matters more than message richness
WhatsApp is the primary daily messaging app across Africa, South Asia, Southeast Asia, Latin America, and the Middle East. For smartphone-based audiences in these regions, it is often the strongest channel for operational communication.
Beyond SMS, WhatsApp supports longer messages, images, documents, interactive buttons, and message templates for structured two-way conversations. Delivery receipts confirm both device delivery and whether the message was read.
Sending business messages on WhatsApp requires a WhatsApp Business Account (WABA) and verified business identity. Telerivet is an official Meta Business Partner.
For a full introduction to setup and requirements, see Getting Started with WhatsApp in Telerivet.
Use WhatsApp when:
- Your audience is on smartphones and uses WhatsApp regularly
- You need rich message formats or interactive buttons
- Read confirmation or two-way conversation tracking matters
Viber
Viber is not a global default, but in the markets where it leads, it is the dominant channel. The Philippines, Ukraine, Bulgaria, the Middle East, and parts of Southeast Asia have Viber penetration that rivals or exceeds WhatsApp. If you operate in these markets, it warrants dedicated route setup, not an afterthought.
Like WhatsApp, Viber supports images, documents, interactive buttons, and branded sender identity. Business accounts require a Viber for Business account provisioned through a service provider. Telerivet supports Viber as a standard route.
For a market-level comparison of SMS, WhatsApp, and Viber, see the Philippines channel guide.
Use Viber when:
- Your audience is in the Philippines, Eastern Europe, or the Middle East
- You need rich message formats with branded sender identity
- You are building a multi-country workflow and want the best channel per market
Facebook Messenger
Telerivet's Meta Business Partner status includes support for Facebook Messenger as a route. Messenger works best for inbound-driven workflows tied to an existing Facebook Page presence: customer inquiries, service request intake, or campaigns where your audience already engages with you on Facebook.
Unlike SMS or WhatsApp, Messenger requires the contact to initiate from Facebook. It is well suited for consumer brands, real estate, hospitality, and programs that run community engagement through a Facebook Page.
Instagram Direct is available through the same Meta Business Partner integration as Messenger. It fits inbound inquiry workflows for organizations whose audience discovers and interacts with them through Instagram. Where Messenger covers Facebook-first audiences, Instagram Direct covers Instagram-first audiences.
USSD
USSD is a session-based protocol that works without internet or a smartphone. A user dials a short code (such as *123#) and navigates an interactive menu using number keys. The session runs over the mobile network's signaling channel, so it works on any phone with a cellular signal, including the simplest feature phones.
Common uses: balance inquiries, payment processing, account status checks, registration intake, service confirmation.
For more on where USSD fits operationally, see What Is USSD and Why It Still Matters.
Use USSD when:
- Your audience includes feature phone users or low-data environments
- The workflow requires interactive session capability without smartphone dependency
- You operate in financial services, mobile money, or government service delivery
Voice and IVR
Voice with IVR (interactive voice response) is available in Telerivet for workflows where reading is not the right interaction mode. It is used for audiences with lower literacy rates, programs requiring verbal confirmation, emergency dispatch, and inbound inquiry routing where spoken communication fits better than text.
For a full overview of when to choose voice over messaging channels, see Getting Started with Voice and IVR in Telerivet.🔸
Choosing the right starting point
Most operators start with SMS because it has the widest reach and the lowest setup barrier. If your audience is on WhatsApp or Viber in a specific market, add that route early and run both in parallel.
USSD, Messenger, Instagram, and Voice are purpose-fit channels for specific operational contexts, not general defaults.
If you are operating across multiple markets or audience segments, plan for channel variation from the start. It is significantly easier to build channel routing logic when your service architecture expects it than to retrofit it later.
Best practice tip
Before building, confirm which channel your audience is actually reachable on. Check app penetration data for your target geography: a quick look at market-level adoption for SMS, WhatsApp, and Viber in your target country will often tell you more than any general comparison. For multi-market programs, the answer will be different by country, so build that variation into your route setup from day one.
Need help identifying the right channel mix or designing a multi-channel workflow? Our team can help.