QuickReply.ai Official Documentation
  • Introduction
    • QuickReply.ai
  • Getting Started
    • Installation
      • Install QuickReply on Shopify Store
  • Drip Campaigns
    • Drip Campaigns by QuickReply.ai
  • Templates Guide
    • Creating a standard template for WhatsApp
    • Creating a carousel template for WhatsApp
  • Broadcasts Guide
    • Creating a Broadcast
    • Creating a Broadcast using Carousel Template
    • Broadcasts Reports
    • Recover failed messages in a WhatsApp broadcast
      • How does Smart Utility Fallback Work?
  • Click-to-WhatsApp Ads
  • Two-Factor Authentication Guide
  • Uninstallation / Migration
    • Migrating from WhatApp Business API to WhatApp Mobile Apps
  • Customer profies
    • Export Customer Profiles
  • API Documentaion
    • Sync Contacts to CRM API
    • WhatsApp Chat API
    • Send Template API
    • Trigger Drip Campaign API
    • External CRM Integration
    • Fetch Campaign Messages Stats
    • Browse Abandoned Recovery Integrations
  • WhatsApp Green Tick
    • How to get a Green Tick on your WhatsApp number
  • Analytics
    • Order and Revenue Attribution
    • Google Analytics Report
  • Miscellaneous
    • Types of WhatsApp Messages
    • Quality Ratings & Messaging Limits
    • FAQs
    • Account health and blocking
    • What formats of media / image / video or audio are supported on WhatsApp Business API?
  • Segments Guide
    • Customer Segments
      • Customer Segment Filters
  • WhatsApp Display Name & WhatsApp Profile
    • WhatsApp Display Name
  • Customizations
    • Notifications
  • How to
    • Subscribe to push notifications on browser
    • Enable/Disable different notifications for agents
    • Unblock notifications permission
    • Install QuickReply on Mobile
  • Miscellaneous
    • QuickReply.ai - Data privacy and security
  • Message Template Guidelines
  • Video Tutorials on WhatsApp for E-commerce
  • Quality Ratings and Messaging Limits of WhatsApp Business API
  • Phone number requirements, Business Profile & Migration
  • Phone number and profile Messaging Limits FAQs
  • How to enable Facebook Business verification option
  • How to get Facebook Business Manager verified
  • Language Supported
  • Trusted Domains
  • Integration
  • Chat Widget
  • Channels
  • Team
  • How to Collect WhatsApp Business Opt-Ins for your Shopify Store?
  • FAQ Training
  • Keyword Training
  • How to export leads captured on chat by QuickReply.ai?
  • Merge Fields for WhatsApp Campaigns
  • How to send WhatsApp message using REST API - QuickReply.ai
  • How to share Facebook Business Manager Access to QuickReply.ai
  • What are the media file size limits and aspect ratio in WhatsApp Business API?
  • FAQ Training
  • How to integrate Razorpay for COD-to-Prepaid WhatsApp Campaigns?
  • How to integrate CashFree for COD-to-Prepaid WhatsApp Campaigns?
  • How to integrate PayU for COD-to-Prepaid WhatsApp Campaigns?
  • INTEGRATION
    • Social
      • Instagram DM & Messenger
        • Link Facebook page to Instagram account
        • Enable "Allow access to messages" for Instagram DM
    • Analytics
      • Meta Pixel
      • Google Analytics 4 (GA4)
    • CRM
      • HubSpot CRM
      • Zoho CRM
      • LeadSquared CRM
      • Salesforce
        • How to Enable WhatsApp Chat in Salesforce
        • How to Automatically Create Leads from New Chats and Get Notifications in Salesforce
    • CDP
      • MoEngage
  • FLASH RESPONSES
    • Flash Responses
    • Create Flash Response
    • Using Flash Response
  • FAQs
    • FAQ list
      • WhatsApp Messenger
        • "This business is now working to manage this chat", what does this mean?
      • Media
        • How can I send images as an album in WhatsApp Business API?
      • Blocking/ Unblocking
        • Can I reject or block incoming messages to my WhatsApp number on QuickReply.ai?
        • How to block an end-user from sending and receiving messages from your WhatsApp number?
        • Can users block or report WhatsApp Business API number?
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On this page
  • What is Smart Utility Fallback?
  • How it Works
  • How different marketing templates are transformed into session messages
  • SCENARIO 1
  • SCENARIO 2
  • SCENARIO 3
  • SCENARIO 4
  • SCENARIO 5
  • SCENARIO 6
  • SCENARIO 7
  • SCENARIO 8

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  1. Broadcasts Guide
  2. Recover failed messages in a WhatsApp broadcast

How does Smart Utility Fallback Work?

What is Smart Utility Fallback?

The Smart Utility Fallback feature ensures that when a marketing message fails to deliver, it is recovered by converting it into a utility message + session message. This utility message seeks permission from the customer to deliver the original marketing message as a session message.

  • Cost Implications: Each failed marketing message incurs an additional utility message cost as the system sends a follow-up message to request the customer’s consent.

  • Conversion to Session Message: Once the customer engages with the utility message, the marketing message is converted into a session message, which is charged the same as a marketing message.

  • Best Practice: To minimize costs, we recommend enabling the Smart Utility Fallback after auto-retries (in a broadcast) so that only necessary utility messages are sent.

  • Supported Templates: Currently, Smart Utility Fallback supports standard marketing templates only.

How it Works

  • When the Smart Utility Fallback feature is enabled (e.g., for a WhatsApp broadcast), it applies to failed message deliveries.

  • If a marketing message fails to deliver, the customer receives a utility message requesting permission to re-deliver the failed message.

  • The customer can then engage with the utility message and allow the re-delivery.

  • Once the customer permits re-delivery, the marketing message is converted into a session message and delivered to the user.

  • This feature ensures smooth transitions between marketing messages and session messages, allowing customers to continue interacting without disruption, even if their query is related to the original marketing message.

How different marketing templates are transformed into session messages

SCENARIO 1

If interactive elements (like quick reply buttons or media) are not involved in the marketing message, the session message remains basic and straightforward. The fallback keeps the interaction simple and allows the conversation to be easily understood without additional complexity.

Message Elements in the Original Marketing Message

  • Media: No

  • Quick reply button: 0

  • Call To Action button: 0 or 2

  • Phone button: Optional

Original Marketing Message
Session Message in the Utility Fallback

SCENARIO 2

When the marketing message has a call-to-action, it’s converted to a session message. The user is prompted to take action (e.g., clicking the CTA). The conversation flow continues based on the user’s response to the CTA.

Message Elements in the Original Marketing Message

  • Media: No

  • Quick reply button: 0

  • Call To Action button: 1

  • Phone button: Optional

Original Marketing Message
Session Message in the Utility Fallback

SCENARIO 3

In this scenario, the message contains quick reply options (1-3 buttons), making the conversation more interactive. The fallback handles the transition by allowing the user to choose from predefined responses. This helps businesses guide the conversation while providing structured options.

Message Elements in the Original Marketing Message

  • Media: No

  • Quick reply button: 1-3

  • Call To Action button: Optional

  • Phone button: Optional

Original Marketing Message
Session Message in the Utility Fallback

SCENARIO 4

With more interactive buttons (4-10 options), the session message becomes a detailed list that the user can engage with. This allows for more nuanced responses and a better user experience, where customers can select from several predefined options.

Message Elements in the Original Marketing Message

  • Media: No

  • Quick reply button: 4-10

  • Call To Action button: Optional

  • Phone button: Optional

Original Marketing Message
Session Message in the Utility Fallback

SCENARIO 5

This scenario involves a media element, such as an image or video. The Smart Utility Fallback allows for the smooth conversion of this media-based message into a session format, providing the user with an enriched experience through visual content while maintaining clear CTAs.

Message Elements in the Original Marketing Message

  • Media: Yes

  • Quick reply button: 0

  • Call To Action button: 0-2

  • Phone button: Optional

Original Marketing Message
Session Message in the Utility Fallback

SCENARIO 6

When media (such as an image or video) is included in the marketing message, followed by a CTA, the session message keeps the media and prompts the user to take action. The fallback ensures that the visual content is paired with the call-to-action, providing clear guidance on next steps.

Message Elements in the Original Marketing Message

  • Media: Yes

  • Quick reply button: 0

  • Call To Action button: 1

  • Phone button: Optional

Original Marketing Message
Session Messages in the Utility Fallback

SCENARIO 7

This scenario introduces an extra level of interactivity with quick reply buttons (1-3). When media is involved, the fallback ensures the user can interact with both the media and the quick reply options. The session message is designed to maintain engagement with multiple interactive options.

Message Elements in the Original Marketing Message

  • Media: Yes

  • Quick reply button: 1-3

  • Call To Action button: Optional

  • Phone button: Optional

Original Marketing Message
Session Message in the Utility Fallback

SCENARIO 8

In this case, the message contains both media and a larger set of quick reply buttons (4-10 options). The session message adapts by allowing users to select from a list of options, making the interaction more dynamic and providing a variety of responses. The presence of media enhances the user experience, and the fallback ensures a structured flow through a list message.

Message Elements in the Original Marketing Message

  • Media: Yes

  • Quick reply button: 4-10

  • Call To Action button: Optional

  • Phone button: Optional

Original Marketing Message
Session Messages in the Utility Fallback

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