SMS Channel Fallback

Reach every recipient through the best available channel

Designed for enterprise deployments, SMS Channel Fallback adds an intelligent delivery-routing layer on top of standard messaging. The platform continuously evaluates delivery success for each recipient and automatically selects the next available channel without manual intervention.

The workflow

How SMS Channel Fallback works

SMS Channel Fallback is an automated multi-channel delivery flow that improves message reach by routing communications across multiple channels when required.

SMS

RCS

Voice

Delivered

Instead of relying on a single channel, the platform attempts delivery through a predefined sequence. If delivery is unsuccessful, blocked or unavailable, the message is automatically redirected to the next configured channel until it reaches the recipient.

Each delivery decision is made individually for every recipient based on delivery results, helping maximise successful communication while reducing manual handling.

The workflow

Enterprise message routing

SMS Channel Fallback extends the standard Messaging platform with intelligent delivery routing.

The solution is available as part of an enterprise deployment and is configured during onboarding to match your communication strategy, customer journeys and business requirements.

Typical use cases include: one-time passwords (OTP), payment reminders, appointment notifications, service alerts, delivery updates and business-critical customer communications.

OTP voice fallback

Reach customers with verification codes even when SMS cannot

One-time passwords are among the most time-sensitive messages a business sends. If an SMS cannot be delivered, SMS Channel Fallback can automatically convert the message into a text-to-speech voice call, allowing customers to receive their verification code without interruption.

This capability builds on the platform's standard Voice SMS functionality, adding automated failover logic for enterprise authentication flows.

Voice capability

Built on Voice SMS

Voice SMS is a standard capability within the Messaging platform. It converts SMS content into a text-to-speech voice call, making it possible to reach customers even when standard SMS delivery is unsuccessful.

SMS Channel Fallback uses this capability as part of a broader cross-channel communication strategy, automatically selecting the most appropriate delivery method when additional routing is required.

Channels

Cross-channel messaging from one platform

Manage multiple communication channels through a single platform instead of operating separate messaging systems.

Depending on your deployment, message delivery can be routed across channels, including SMS, RCS, voice, WhatsApp and Telegram, creating a more resilient customer communication flow while maintaining a consistent customer experience.

The exact channel sequence is configured during implementation to match your business requirements.

Use cases

Enterprise use cases

Secure authentication

Protect customer logins with automatic voice delivery when SMS verification codes cannot be received.

Payment reminders

Increase payment completion rates by combining messaging channels to reach customers more reliably.

Appointment reminders

Reduce missed appointments by automatically using alternative communication channels when required.

Customer notifications

Keep important updates moving through another channel if the first delivery attempt is unsuccessful.

Platform advantages

Why clients use SMS Channel Fallback

Deployment

Enterprise deployment

SMS Channel Fallback is available as part of an enterprise implementation with guided onboarding and configuration.

Our team works with you to define channel priorities, delivery rules and failover logic that fit your operational requirements and customer communication strategy.

Talk to our experts

Schedule a meeting to review your messaging traffic and plan your campaigns

After submitting the form, you will receive a response within one business day.

30 minute discovery session

A focused discussion on your traffic type, volumes, target markets and current provider setup.

Live platform walkthrough

See the SMS Campaign Manager, Messaging API and RCS capabilities in action, including tracking and reporting.

Delivery and compliance review

Review sender ID options, opt-out handling and how number validation keeps your database clean.

Our clients

Trusted by businesses worldwide

Information

Frequently asked questions about pricing

Haven’t found the information you need?

View all FAQs

Is SMS Channel Fallback included with standard SMS messaging?

Standard SMS messaging includes Voice SMS capabilities. SMS Channel Fallback is available as part of an enterprise deployment and is configured during onboarding.

When does the platform switch channels?

If a message cannot be delivered on the current channel, the platform automatically attempts delivery through the next configured channel according to your deployment rules.

Can SMS verification codes be delivered by voice?

Yes. If an OTP SMS cannot be delivered, the platform can automatically convert the message into a text-to-speech voice call so the verification code can still reach the customer.

Can the delivery flow be customised?

Yes. Channel priorities and routing logic are configured during implementation to align with your communication requirements.

Haven’t found the information you need?

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Improve delivery for business-critical messages

Keep business-critical communications reaching customers, even when the first attempt fails. Talk to our team about an enterprise SMS Channel Fallback deployment.