Multi-Channel Fallback supports SMS, WhatsApp Business API, and RCS only. Voice, email, Telegram, and other products are not part of this feature.
Minimum requirement #
You need at least two of these channels both:
- Licensed for your organisation, and
- Allowed for your user login.
With only one channel, there is nothing to fall back to, so the Create option stays hidden.
What you see on screen #
The Fallback setup page lists only channels your account is eligible for. If WhatsApp does not appear, it is not licensed or not allowed for your user—contact your administrator or Sales.
Typical combinations #
- SMS → WhatsApp (most common for OTP)
- SMS → WhatsApp → RCS (maximum coverage)
- WhatsApp → SMS (when WhatsApp is primary)