Channels — Email vs. SMS
Every drip step sends on one channel — Email or SMS. You pick the channel per step using the toggle in the step editor. To use both for a moment, add two steps.
Best for longer content, anything with detail, and almost everything that isn't urgent. Email steps have a Subject line plus a body.
SMS
Best for short, time-sensitive nudges — confirmations, reminders, "any questions?" pings. SMS steps are body-only (no subject) and show a live character count as you type, so keep them tight.
Picking a channel per step
In the step editor, the Channel control has two buttons — Email and SMS. The highlighted one is active. A common pattern:
- Step 1 — Email (the full message)
- Step 2 — SMS a couple of days later (short nudge)
- Step 3 — Email a few days after that (final follow-up)
Mixing channels across steps usually beats a single-channel sequence.
Merge tags work on both
The same merge tags are available regardless of channel:
{{customer.first_name}} · {{customer.name}} · {{customer.email}} · {{org.name}} · {{review_url}}
FAQ
Can one step send both email and SMS at once? No — a step is one channel. Add a second step on the other channel if you want both.
Why use SMS over email? Texts get read fast. Use SMS when timing matters; use email when detail matters.
Do email drips include an unsubscribe option? Customers can stop hearing from a campaign — pause or remove their enrollment from your side, and standard unsubscribe handling applies to marketing email.