General

Failover lets you reach your audience over more than one channel. You can send a Viber message first and, if it is not delivered, have the user receive an SMS. You can also use Voice in the flow.

Routee Failover lets you order the channels and define when to move to the next one (e.g. after a status like Undelivered, Failed, or Expired).

You can build different communication flows for different needs. For example, you can start with Viber and, if the message is not delivered before the time you set expires, move to another channel (e.g. SMS or Voice). If it still does not reach the user, you can add a further step (e.g. SMS). You define the conditions for each step, so you can design flows that fit your use case.

Routee supports fallbacks: if the message is not delivered on one channel, the next channel in the flow is used. SMS is often the most reliable way to ensure the message is read.

Features

• Multiple channels — Use Sms, Viber, and Voice in a single flow.
• Conditions per channel — Define which statuses trigger the next step (e.g. Undelivered, Failed, Expired).
• Channel ordering — Choose the order of channels (e.g. Viber first, then SMS).
• Callbacks — Receive webhook notifications when flow or message status changes.
• Real-time failover — The flow moves to the next channel as soon as the conditions you set are met.

Use Cases

• Banking (time-sensitive) — A bank sends a transaction PIN via Failover (e.g. Viber first, then SMS) so the customer receives it even without Viber or connectivity.
• Retail (promotions) — A retailer sends a personalized discount code via Viber; Failover sends the same message via SMS to those who don’t use Viber or were unreachable.
• Appointments (confirmations) — A clinic sends appointment reminders with contact details via Viber, then SMS, so patients can confirm or call back.

Benefits

• Reach — Contact your audience on more than one channel in a single flow.
• Control — Set when to move to the next channel (e.g. after Undelivered or Expired).
• Delivery — Improve the chance the message is received by falling back to another channel.
• Efficiency — Define one flow instead of separate campaigns per channel.
• Preference — Deliver on the channel that eventually reaches the user.
• Channel strengths — Combine rich content (e.g. Viber) with reliable delivery (e.g. SMS).