The most personal channel, used with care.

An SMS and WhatsApp marketing agency plans, writes and runs your messaging programme. At Vertical that covers strategy, consent capture and list growth, campaign planning, automated flows such as abandoned basket and post-purchase, WhatsApp Business setup and templates, two-way conversations, segmentation, reporting and ongoing optimisation. We connect messaging with your email, store and CRM, so every channel works from the same customer data and each message is chosen for the channel that suits it best.

It depends on where your customers are and what you want the channel to do. SMS reaches almost every phone and suits short, timely messages such as launches, restocks and delivery updates. WhatsApp is popular in many markets and supports rich media, buttons and genuine two-way conversations, which makes it strong for recommendations and customer questions. Many brands use both, and we help you decide which messages belong on which channel.

Messaging only works with clear permission. We set up opt-in forms and keywords that explain what people are signing up for, record consent properly and make opting out simple. We follow the rules for each market you message, including quiet hours and sender identification, and on WhatsApp we use approved templates and respect the platform's policies. Consent and preferences are synced with your other channels, so someone who opts out stays opted out.

Less often than email, and only when a message is genuinely worth an interruption. For most brands that means a few campaigns a month alongside automated flows, with more around key launches and seasonal moments. We use segmentation so engaged customers hear more and occasional buyers hear less, and we watch opt-out rates closely. If they start rising, we reduce frequency or tighten targeting before the list is damaged.

Conversational commerce means helping customers discover, choose and buy products through a conversation, usually on messaging apps such as WhatsApp. Instead of sending people to a website to find answers, you can answer questions, share recommendations and send checkout links within the chat. We design these journeys so routine questions are answered quickly and complex ones reach a person, making the experience feel like talking to a helpful shop assistant.

We run SMS through Klaviyo for most ecommerce brands, because it shares customer data and segments with email, and we use Bird for SMS and WhatsApp where broader messaging or conversational features are needed. Both connect to Shopify and to CRMs such as HubSpot and Pipedrive. We choose the setup that fits your volume, markets and existing systems, and we can migrate your list and flows if you are moving from another provider.

We add clear opt-in points across your website, checkout, emails, social channels and packaging, each with a reason to join such as early access or order updates. Pop-ups can ask for an email first and a phone number second, which grows both lists without overwhelming people. Paid social can also drive sign-ups. Every route records consent properly, so the list you build is one you can message with confidence.

We use AI agents to analyse messaging performance, suggest who should receive each campaign, draft message variations and handle routine replies in two-way conversations. That lets us personalise at scale and respond quickly. Every campaign, flow and automated reply is reviewed by our team before it goes live, so AI speeds up the work while experienced people make sure every message is accurate, compliant, well timed and true to your brand.