What this enables
Some of your contacts won't have WhatsApp installed. Without a fallback, your messages just don't get delivered to them. With this feature enabled, WAGHL detects non-WhatsApp numbers and automatically sends SMS instead — so every contact gets the message.
Prerequisites
You need an SMS provider integration. Two options:
- SMSFORCRM — our recommended SMS provider, integrated with WAGHL out of the box
- Twilio — popular choice. You'll need your Account SID, Auth Token, and a Twilio phone number.
Due to a limitation on the GoHighLevel side, LC (LeadConnector) phone numbers do NOT provide a SID and Auth Token. As a result, you cannot use LC numbers to send SMS. You must use Twilio or SMSFORCRM for the SMS portion.
Messaging modes
Once an SMS service is configured, choose how messages should be sent for each number. The options are the same whether you use Twilio or the SMS gateway:
| Mode | Behavior |
|---|---|
| Only SMS | Messages send via SMS only — WhatsApp is bypassed entirely. |
| WhatsApp & SMS | Messages send via both channels at once. Maximum reach, double the delivery cost. |
| WhatsApp, SMS if not on WhatsApp | WhatsApp first; if the number isn't on WhatsApp, automatically falls back to SMS. Recommended for most setups. |
| WhatsApp, SMS if Restricted | WhatsApp first; falls back to SMS only when WhatsApp has restricted the number (a temporary block on messaging new/cold contacts). No SMS for other cases. |
| WhatsApp, SMS on any failure | WhatsApp first; falls back to SMS on any failure — not on WhatsApp, restricted, disconnected, no response, or error. The widest safety net. |
| Tag-based: "only sms" | Tag specific contacts with only sms. Tagged contacts get SMS only; everyone else gets WhatsApp. |
WhatsApp, SMS if not on WhatsApp is the smart default — it tries WhatsApp first (cheaper, richer) and only falls back to SMS for contacts who aren't on WhatsApp, so you only pay for SMS when needed.
Pick SMS if Restricted if your main concern is a new number being temporarily blocked from cold outreach, or SMS on any failure if you want a message to get through no matter what. The tag-based mode suits customers who explicitly prefer SMS.
If you're using Twilio: add your number first
Using the SMS gateway (SGP) instead? Skip to Configuration. For Twilio, add your credentials once on the Twilio Devices page, then you can assign that number to any sub-account.
Open Twilio Devices
In the left menu, click Twilio Devices.
Add a Twilio device
Under Add Twilio Device, enter your Twilio SID (starts with AC…), Twilio Token (your Auth Token), and Twilio Number (in +1… format). A Label is optional — a friendly name like "Main line" makes it easy to spot later. Click Add Twilio Device.
Your saved Twilio numbers now appear in the list (with a Send Test and Delete action each), ready to assign to a sub-account below.
Configuration
SMS is set per device in each sub-account's number list.
Open the sub-account's devices
Sign in at waghl.com/login. In the left menu, click Sub-accounts — you'll see a list of sub-accounts with a Users Action column. Under that column, click the view icon (the eye) for the sub-account to open its list of numbers (devices).
Find SMS Services and pick a service
In the SMS Services section, use Select Service to choose your provider and mode. The options are grouped under SMS Gateway and Twilio — pick the one that matches how you send SMS, then the mode you want (see Messaging modes above).
Choose the device that sends the SMS
Pick the number under SMS device (for Twilio, the Twilio number you added; for the gateway, your SGP SMS device). If the device you want isn't listed yet, have the customer scan the QR on their connection page (the custom menu link you set up for them, the same place they connect WhatsApp) to add it first, then select it here.
(If shown) set "SMS if Restricted"
If you chose WhatsApp, SMS if not on WhatsApp, decide whether the extra SMS if Restricted toggle should be Yes or No (see the note above).
Test it
Send a test to a known non-WhatsApp number and confirm the SMS arrives, then a known WhatsApp number to confirm it routes over WhatsApp. On the Twilio Devices page you can also use Send Test on the number itself.
What's next?
- Android phone as SMS gateway (SMSFORCRM) — alternative SMS provider that uses your phone instead of cloud Twilio
- WhatsApp as a separate channel — alternative approach: keep SMS & WhatsApp on separate tabs
- Connect unlimited WhatsApp numbers — scale across multiple numbers
- Spintax messaging — vary message wording to improve SMS deliverability