SMS, RCS & WhatsApp: The smarter way to convert leads where your customers already are
Choosing the right message to resonate with your audience is hard enough… but getting them to actually open and read it? That’s another kettle of fish altogether.
These days, everything has to be quick, easy, and right where your customers already are.
Email still has its place, but let’s be honest: inboxes are overflowing. Even the catchiest subject lines and prettiest images struggle to cut through the noise. People simply don’t have the time (or patience) to download images and scroll through long messages.
So, what’s the smarter way forward? Mobile messaging. Short, sharp, and right in the palm of your customer’s hand. At FLG, we’ve built this functionality directly into the lead journey – so you can connect, convert, and keep track of every conversation without juggling five different systems.
Let’s look at how SMS, RCS, and WhatsApp work inside FLG to make lead conversion effortless.
SMS – Fast, Familiar, and Built for Leads
SMS is the classic channel, but inside FLG, it’s far more powerful than just sending a text.
- Auto‑creation of leads from inbound SMS messages.
- Short codes for fast, frictionless lead capture.
- Automatic SMS alerts when a lead is assigned, so your team never misses a beat.
- Appointment booking links sent via SMS to keep the process moving.
With SMS in FLG, speed meets structure – every message is tracked, every lead is logged, and nothing slips through the cracks.
RCS – Secure, Connected, and Engaging
RCS takes all of the above features of SMS to the next level, and the best part? It’s already in the native inbox on Apple and Android phones – no need for customers to download extra apps.
- Branded, interactive messages with buttons, carousels, and images.
- Secure, verified sender IDs to build trust instantly.
- Seamless SMS fallback
- Quick-reply buttons (Confirm / Reschedule)
- Integrated analytics for open, read, and response rates
- Automated workflows that trigger RCS messages as part of your lead journey.
RCS in FLG is coming soon and will provide the next generation of SMS – richer, engaging and right in the native inbox. It’s the evolution of messaging that keeps everything seamless inside your lead workflows.
WhatsApp – Conversational and Connected
WhatsApp is where billions of people already chat every day, and now it’s part of your lead workflows in FLG.
- Approved provider integration keeps everything compliant and reliable.
- Two‑way conversations feel natural
- Lead activity timeline shows every WhatsApp message alongside emails, calls, and updates.
- Fits seamlessly into workflows without adding complexity.
WhatsApp in FLG offers another way to meet customers where they are – although available only through an approved provider, it’s still connected to your lead workflows, so conversations don’t get lost.
Why It Matters
SMS has been integrated into FLG for years and is widely used by our customers – it’s the proven backbone of fast, reliable communication.
RCS is emerging as the next step in messaging, bringing richer, more engaging experiences into the native inbox. It’s the natural evolution of SMS, and it’s where the industry is moving. At FLG, we’re making it happen, and are actively working on delivering this functionality soon within our system – so watch this space
WhatsApp, while hugely popular, requires routing through an approved third‑party provider (CM.com). That means it’s not directly integrated in the same way as SMS and RCS, but it can still play a role for businesses who want to reach customers on that channel.
Our takeaway: SMS is here, RCS is the future, and WhatsApp is an optional extension. FLG gives you the flexibility to choose the mix that fits your business, while keeping every conversation tracked in one place.