Today’s consumers are bombarded with notifications (an average of 63.5 per day). Email, text, social, push, messengers—and that’s just to name a few. Customers are overwhelmed, and their muting channels entirely to find a moment of peace from their digital devices.

94% of consumers are annoyed by the communications they receive from businesses. But it doesn’t have to be this way. 

Conversational messaging gives businesses an opportunity to have 1-to-1 conversations with consumers (rather than blast them with generic messages). And 1-to-1 conversations are exactly what consumers want

What Is Conversational Messaging?

Conversational messaging is just what it sounds like: conversations via messages. It’s not glossy digital ads, clever email marketing campaigns, or SMS discounts—it’s 1-to-1 conversations that have a back and forth flow.

Let’s take a look at some examples of what conversational messaging is and what it isn’t.

Bad Example of Conversational Messaging

First, open up the latest email campaign your business sent. It likely had a witty subject line and some compelling pre-header text to get your recipients to open. Once opened, you’re probably smacked in the face with bright-colored branding, fancy images and GIFs, and impossible-not-to-click CTAs. 

But, where’s the conversation? Can a recipient even respond to the email? Do they even have anything to respond to? Or is it just links you want them to click?

Good Example of Conversational Messaging

Now, open up your phone’s messaging app and open your last conversation with a family member or friend. That’s probably a prime example of conversational messaging. Here’s what that message likely contains:

  • Concerns
  • Questions
  • Answers
  • Emotions
  • Laughter
  • Natural pauses
  • GIFs
  • Emojis
  • Etc.

And there’s no reason your business can’t communicate with consumers in the same genuine, authentic, and conversational way.

The Future of Customer Engagement

Conversational messaging is the future of communications. B2C, B2B, A2P—it doesn’t matter. The world wants to talk with your business, not be talked at by your business.

To understand more about this powerful opportunity to engage consumers, Dave Esber, Senior Product Marketing Manager at Twilio, published What conversational messaging means for business. Here’s what he covers in the piece: 

  • The state of business communications and consumer’s responses
  • How to reach consumers drowning in digital communications
  • 3 best messaging practices for today and tomorrow
  • What the next era of messaging looks like

If you’re ready to satisfy your consumers’ demands for more authentic 1-to-1 conversations, then give What conversational messaging means for business a read and start applying the lessons as soon as possible.



Jesse Sumrak
Jesse Sumrak is a Content Marketing Associate at Twilio SendGrid focused on writing killer content and producing captivating webinars. A writing zealot by day and an ultramarathon runner by night (and early-early morning), you can usually find Jesse preparing for the apocalypse on a precipitous peak somewhere in the Rocky Mountains.