Overview

Kaleyra platform provides the Fallback solution that allows you to make delivery attempts across multiple channels based on delivery status (DLR) or configurable timeout, improving the chances of reaching the end users. If a message fails to be delivered or no final status update is received within the set timeframe, it is automatically sent via the next configured channel.

Currently, Fallback supports SMS and WhatsApp channels. To use Fallback, you need approved templates. At this stage, you must configure the Fallback flow using the Fallback wizard interface from the Kaleyra platform, and then the Fallback can be triggered to a recipient via an API call. You can publish multiple Fallback flows, each of which can be triggered using its unique Workflow ID.

You must have your end user’s consent before sending them messages.

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Note:

Please reach out to the Support team to enable the Fallback feature for your Kaleyra platform account.

Fallback Execution

Upon a successful Invocation API call, the Fallback flow is executed based on the configuration defined in the Fallback User Interface and the dynamic data provided during invocation. The first message is sent through the first channel (for example, WhatsApp), and if it fails or no status update is received within the specified timeframe, then the second message will automatically be sent through the next configured channel (for example, SMS).
Please consider that even if the timeout configured for the first channel expires and no DLR has been received, the Fallback will send the message over the second channel, but it may still be delivered afterward on the first channel. As a result, the end user might receive two messages through two different channels.

Additionally, channels are billed based on their pricing models, so if a Fallback sends messages on both channels, you may be charged for each channel. As a result, it is important to configure the delay between messages carefully to strike the right balance between user experience, delivery urgency, and cost.

For more information on the Invocation API, see Fallback Invocation API.

For more information on the callback profile for Fallback Flow, see Callback Profile for Fallback Flow.

Features

Kaleyra platform's Fallback offers the following features:

Fallback Configuration Wizard

The Kaleyra platform provides a simple interface that allows you to quickly design a Fallback flow through a step-by-step wizard.

Multichannel

Fallback is channel agnostic and can integrate with any other channel offered by Kaleyra platform (such as WhatsApp, SMS, RCS, and many more) to create richer experiences. Currently, SMS and WhatsApp are the supported channels.

Invocation API

A simple API allows you to trigger any specified Fallback flow. To initiate a Fallback flow, you need to provide any dynamic data that is not yet configured through the Fallback wizard.

Analytics

Use analytics to gain meaningful insights into the outcomes of your Fallback executions.

Benefits

Kaleyra platform's Fallback offers the following benefits:

Increased Delivery Success

Using multiple channels increases the chances of successfully reaching the end user. If one channel fails (for example, due to network issues or an inactive number), the message can be delivered through other channels.

Improved User Experience

You can prioritize the most suitable channel based on your specific use case. For example, if you are looking to include rich media, you can prioritize a channel like WhatsApp and fallback to SMS (if required). This ensures that you maximize the chances of delivering the message in the most effective format.

Flexibility and Cost Efficiency

Select the most cost-effective channel based on the context or region, helping to reduce costs while maintaining effective communication. However, be aware that if a Fallback flow is executed on multiple channels, you may incur charges for each channel used, depending on the pricing model of each channel.

Use Cases

The following are the use cases for fallback:

Important Notifications

Ensure your end users receive your important messages. If an OTP or an appointment reminder fails to be delivered through one channel, it can be sent using a second channel to ensure the recipient is notified.

Marketing Communication

Maximize the reach of your promotional communication by leveraging multiple channels.

Time-sensitive Communication

For time-sensitive messages, such as emergency or security alerts, a Fallback flow with a short timeout can help ensure recipients are promptly notified.