UNLOCK SMS AUTOMATION 

Deliver smarter SMS journeys with contact workflows 

Contact workflows make it easy to automate opt-in/opt-out consent and multi-step, cross-channel journeys across SMS, MMS, WhatsApp, and more—all powered by the Sinch Conversation API. 

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CONTACT WORKFLOWS AT A GLANCE 

Fast-track compliance and create smooth cross-channel engagement 

Give your team built-in consent management, stateful logic, and a single view of every interaction. No extra servers or manual lists—just launch and scale. 

Automatic compliance

Text: STOP and HELP keywords update contact status instantly, keeping you aligned with TCPA and GDPR—no extra code. 

Simplify conversation logic

Define simple rules and let Conversation API handle state management, so you don’t have to build complex server-side workflows. 

Unified customer view

See every text, image, or WhatsApp reply in one timeline so teams can always pick up the conversation with the right context. 

AUTOMATE COMPLIANCE 

Stay TCPA & GDPR-ready 

STOP and HELP keyword handling is built right in. When a customer texts “STOP,” their profile is automatically opted out for that channel and future messages are blocked until they opt in again. One simple feature gets rid of the headache of managing lists across every channel. 

  • Automatically flags opted-out contacts 

  • Blocks outbound messages until opt-in 

  • Works across SMS, MMS, WhatsApp 

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SIMPLIFY CONVERSATIONS 

Build multi-step journeys without complex state machines 

All it takes is setting up a straightforward rule, like sending a custom reply when someone texts “HELP.” The Conversation API handles state, compliance, and cross-channel complexity for you, so your team spends less time writing infrastructure code. 

  • Simplifies backend logic 

  • Stateful flows across channels 

  • Frees teams to focus on content 

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UNIFY CUSTOMER VIEW 

Bring every customer interaction into a single timeline 

Because contact workflows run on Conversation API, each profile travels with the customer across SMS, RCS, WhatsApp, and more. Marketing, support, and analytics teams get shared history by default, so there’s no silos or guesswork.  

  • Cross-channel profiles by default 

  • Shared history for all teams 

  • Secure contact storage 

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REAL-LIFE EXAMPLES 

Where Contact Workflows shine 

Drip campaigns  

Schedule onboarding, product education, or marketing messages that adapt to how your users respond and respect opt-out status—no cron jobs required.

Cross-channel notifications  

Try delivery on a rich channel like WhatsApp first; if it fails, it automatically falls back to SMS so critical alerts always reach customers. 

Consent management  

Centralize opt-ins and opt-outs across every campaign for regulatory compliance and a consistent customer experience. 

Automated support triage  

Detect keywords, answer common questions instantly, and escalate to a human agent only when it’s absolutely needed to improve response times. 

WHAT’S INCLUDED 

Everything you need to automate conversations 

Automatic opt-out management  

When customers text STOP, it instantly updates their consent status and blocks future messages until they opt back in. 

Automatic help response  

Reply to HELP messages with customizable guidance while keeping compliant language.

Contact profiles  

Store channel-specific endpoints and preferences for a complete, privacy-safe customer record. 

Unified conversation events

Receive consistent webhooks across SMS, MMS, and WhatsApp for easier tracking and analytics. 

Cross-channel fallback logic  

Switch channels automatically when delivery fails, so messages always land. 

State management  

A built-in conversation state lets your flows remember context without external databases. 

Conversation-aware bots  

Create smart replies that reference the current dialog and customer preferences. 

Compliance tools  

Use pre-built features aligned with TCPA and GDPR to reduce legal risk and engineering effort. 

SMS contact workflows FAQs 

They are Conversation API features that automate consent (opt-in/opt-out) and orchestrate multi-step messaging across SMS, MMS, WhatsApp, and more. 

When a user sends “STOP,” their profile is marked as opted out for that channel, and future messages are blocked until they opt back in. 

Yes. You can configure automated responses for both keywords in your dashboard while the underlying consent logic stays enforced. 

No. You can manage your own lists. The built-in system simply removes manual work and keeps consent consistent across channels. Contact workflows manage consent across 10+ messaging channels through a single API, so journeys work the same everywhere. 

They include built-in STOP/HELP handling and consent tools that help you meet TCPA and GDPR requirements for consent management. 

Pricing is typically based on monthly active users (MAU) or a platform fee, in addition to per-message costs. 

All you need is an active account provisioned for Conversation API. Then add contacts and define rules—no extra servers required.