They solve different problems. Multi-Channel Fallback switches between channels (SMS, WhatsApp, RCS). Fallback On Generic Template is an SMS-only setting that helps match or substitute SMS templates—it does not send on WhatsApp or RCS.
Multi-Channel Fallback #
- Tries SMS, then WhatsApp, then RCS (based on your setup).
- Requires at least two channels on your account.
- Uses separate approved templates per channel.
- Configured under Fallback → Template Mapping.
Fallback On Generic Template (SMS only) #
- Applies only within SMS template handling.
- Does not change channel (stays on SMS).
- Configured in SMS user attributes / template settings—not in the Fallback module.
When to use which #
| Goal | Use |
|---|---|
| OTP delivered on WhatsApp if SMS fails | Multi-Channel Fallback |
| SMS template matching when exact template ID is unavailable | Fallback On Generic Template (SMS) |