Messaging for your industry
The channels are the same — SMS, OTP, WhatsApp, voice, IVR — but the way a school, a bank, a hospital, or a retailer uses them is not. Here's how teams in each industry put them to work, and the compliance that comes with it.
Choose your industry
Education
Banking & finance
Healthcare
Ecommerce
Government
Retail
What every industry shares
Whatever you do, business messaging in India runs under the same TRAI rules. Your organisation registers as a principal entity on a DLT platform, registers the sender headers customers will see, and registers a template for each type of message. A message that doesn't match an approved template is blocked by the operator.
Every message is also either transactional (OTPs, alerts, confirmations a customer expects) or promotional (offers and campaigns). Promotional messages are checked against the national Do Not Disturb register and sent only in permitted hours. Our DLT registration guide covers the steps.
What changes from one industry to the next
- Who you're reaching. A school writes to parents, often in a regional language; a bank writes to account holders who expect instant alerts. Unicode SMS and regional-language voice cover the first.
- How urgent it is. OTPs and transaction alerts need the transactional route and a fallback, such as a voice call when an SMS fails. Offers and reminders can wait for the right hour.
- How much trust it needs.Banks, insurers and NBFCs face extra rules, such as TRAI's 1600 number series for service calls, and benefit from a verified sender name.
- Which channel people answer. WhatsApp suits rich order updates, voice reaches feature phones, and SMS reaches everyone.