A customer who doesn't reply to a text isn't necessarily ignoring the business, since sometimes the message just never lands, and that failed delivery is the single clearest signal a different channel is worth trying next. Zilus watches for exactly that moment once it's connected to Mobile Message through Zapier, using its send a WhatsApp message action to reach the customer somewhere else the moment a text falls over.

A delivery status update showing the SMS failed can fire Zilus's action straight away, so the customer gets a WhatsApp message built from a pre-approved template instead of being left to wonder if the business ever tried to reach them. The same connection covers a customer's reply to a text too, since an inbound SMS received event can hand the conversation to Zilus so it continues over WhatsApp using a template rather than stalling out over SMS alone.

Because Zilus only sends template based WhatsApp messages, this pairing works best for businesses that already have their templates approved and ready, using Mobile Message and Zilus as two channels covering the same conversation rather than expecting either one to carry it alone.