Independent CRM & automation guidance for agenciesUpdated for 2026
Automation

Email + SMS automation: coordinate the channels around one customer state

Email and SMS should not behave like separate robots. Both channels need to respond to the same CRM status and stop rules.

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Build around state changes

Use each channel for what it is good at

SMS is concise and immediate; email has more room for context. The exact mix depends on consent, audience expectations and the type of service.

See HighLevel’s email and SMS stack

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