Go to Fallback → Template Mapping → Create, select at least two channels, drag them into order, name the flow, pick a template per channel, complete variable mapping if shown, then save.
Step-by-step #
Step 1 — Select products / channels #
Tick the checkboxes for every channel in this flow (SMS, WhatsApp, RCS—only eligible channels are listed). Select at least two.
Step 2 — Set the fallback sequence #
Selected channels appear as steps. Drag and drop to set try order:
- Top = tried first.
- Bottom = last attempt.
- Each channel can appear only once.
Step 3 — Enter a fallback name #
Use a clear name you will recognise later, e.g. “OTP SMS-WA-RCS” or “Payment Alert Set”.
Step 4 — Trigger error codes (optional) #
For each channel except the last, you may pick specific delivery error codes. Leave empty to trigger on any failure. See: What are trigger error codes in Multi-Channel Fallback?
Step 5 — Select templates #
For each channel in the sequence, choose an approved template:
- SMS: Message template + Sender ID when required.
- WhatsApp: Approved WhatsApp Business template.
- RCS: Approved RCS template.
Step 6 — Variable mapping (if shown) #
If templates use placeholders (OTP, name, amount), map each target variable to a source variable or static text. See: How does variable mapping work in Multi-Channel Fallback?
Step 7 — Save #
Click Save fallback. Fix any validation messages (missing name, template, or unmapped variable) and save again.