Fallback and routing
A message step in an automation has a route: the channels to try, in the order you choose, each with content written for it.
When the next channel takes over
Section titled “When the next channel takes over”Renotify moves down the route when the current channel:
- Can’t be used for this customer: no phone number or email, the address is suppressed, or a marketing message lacks consent on that channel.
- Isn’t available: the channel isn’t connected, the WhatsApp template isn’t approved, or the destination country isn’t allowed.
- Fails: the provider rejects the message, for example because the number isn’t on WhatsApp.
- Isn’t delivered in time: no delivery report within the step’s fallback window, which is 60 minutes unless you change it (“If it isn’t delivered within 60 minutes, try the next channel”).
Failures fall back straight away; only silence waits for the window. When a channel succeeds, the rest of the route is skipped. When every channel has been tried, the automation moves on to its next step regardless.
How many channels
Section titled “How many channels”| Plan | Channels in one route |
|---|---|
| Launch, Growth | 2 (for example WhatsApp, then SMS) |
| Business, Agency | 3 (for example WhatsApp, SMS, then email) |
Seeing what happened
Section titled “Seeing what happened”Every attempt is recorded, including ones that were never sent, so you can always see why a channel was skipped. Open a message in Reports → Message log to see each channel tried and its result. Reports → Overview counts the customers SMS or email reached after WhatsApp couldn’t (“Saved by fallback”).
Broadcasts
Section titled “Broadcasts”Broadcasts send on one channel. Use an automation when you need fallback.