---
id: KB-CC-001
url: https://app.codecontract.io/help/contacts-and-channels/channels-email-sms-and-whatsapp
idioma: en
categoria: contactos-canales
audiencia: usuario
actualizado: 2026-08-13
tambienEn: [es]
relacionados: [KB-ET-003, KB-TL-004, KB-ET-001]
citadoPor: [KB-CC-003, KB-PR-003, KB-CC-011, KB-DI-014, KB-CC-002]
enLaApp: https://app.codecontract.io/settings/notifications
---

# Channels: email, SMS and WhatsApp

_How notices arrive, why they end up in spam and how to raise response rates._

**Responde a:** why do my emails go to spam · send notices by whatsapp instead of email · set up SMS notifications · message templates for requesting documents · improve supplier response rates

It does not matter how well the process is built: if the notice does not arrive, or arrives and is not read, nobody delivers. Most "this supplier never replies" cases are a channel problem, not a willingness problem.

**En corto**

- Email is the default channel and the one most likely to land in spam.
- Connecting your own domain is the single biggest improvement to delivery.
- SMS and WhatsApp reach the phone and get read; email competes with a hundred others.
- Switching channel on the second reminder is what works best.

## Which channel, and when

| Channel | When it fits | What to watch |
| --- | --- | --- |
| Email | First notice, long documents, office recipients | It crosses the most filters; without your own domain, half never arrives |
| SMS | Reminders, field staff, signature codes | Costs credits; the text is short, so the link must be clean |
| WhatsApp | Sole traders, small suppliers, anyone who ignores email | Very high read rate; the mobile number has to be right |

_The combination that works best: email first, second reminder by WhatsApp or SMS._

## Why email ends up in spam

An email claiming to come from your company but sent from a different domain is exactly the pattern anti-phishing filters look for. Connecting your email account makes the notice go out from your domain; and if your authentication records are in order, it lands in the inbox.

> [!WARNING]
> If they still land in spam after connecting your email, an authentication record is almost always missing from your domain's DNS. Whoever administers it fixes that once and for all.

## The wording matters too

- A message written by you gets noticeably more replies than the generic one.
- Saying what it is for and by when cuts the questions that come back.
- Each request title is read by someone outside: "Doc 3" means nothing.
- Message templates save rewriting it each time without losing that tone.

## Frequently asked questions

**Can I notify on several channels at once?**

Yes, if you hold the details. One is usually enough for a first notice; combined channels pay off on reminders.

**How do I know the notice arrived?**

The case flags the send, the bounce and the link opening. That separates "it never arrived" from "they have not looked".

**Do SMS and WhatsApp cost?**

Yes, they consume credits because the carrier charges. Email does not.

**What language is it sent in?**

The contact's, from their record. Not yours, which is the common wrong assumption.

## Ejemplos

**A company sends 80 requests by email and after five days only 20 have replied.**

- Checks how many emails were opened on the cases: only 25
- Connects their email domain and resends to those who never opened
- Sets the second reminder on WhatsApp

→ Goes from 20 to 63 replies in a week, without changing a word of the text.

**The email does not arrive and people keep emailing.**

- Changes channel after the second attempt

→ The notice arrives where it gets read.

**A supplier only responds on messaging.**

- Sends them the link on that channel

→ Uses the channel they already use.

**Everything goes out on the same channel out of habit.**

- Picks the channel by urgency and recipient

→ Delivery improves without more chasing.

**Nobody knows whether the message arrived.**

- Checks the delivery status

→ Sent is told apart from delivered.

**A channel the recipient does not want is used.**

- Records each contact's preferred channel

→ The notice arrives where it gets handled.