Multi-Channel Fallback (also called failover) automatically tries another messaging channel when your first channel does not deliver. You define the order—such as SMS, then WhatsApp, then RCS—and approved templates for each step. If SMS fails, the platform sends on WhatsApp without you resubmitting the message manually.
Who is it for? #
Businesses that send important transactional messages where delivery matters: OTPs, payment alerts, appointment reminders, delivery updates, and account notifications.
How it works (simple example) #
- Step 1 — SMS: “Your OTP is 482910. Valid for 5 minutes.”
- If SMS fails → Step 2 — WhatsApp: Same OTP in your WhatsApp template.
- If WhatsApp fails → Step 3 — RCS: Same OTP in your RCS template.
You configure this once as a named fallback flow (for example “OTP 3-Channel”). Every send that uses that flow follows the same journey.
What you configure once #
- Which channels to include (from SMS, WhatsApp, and RCS enabled on your account).
- The order channels are tried in.
- An approved template for each channel.
- Optional: how template variables are mapped across channels.
- Optional: specific error codes that trigger the next channel.
Where to find it #
After Fallback is enabled on your account, open the user panel → Fallback → Template Mapping to create and manage flows.