Delivery Optimisation

How to Use Broadcast Delivery Optimization

Delivery Optimization helps make sure your message reaches recipients even when the primary channel can't deliver it. This page walks through configuring it for an RCS broadcast, in Step 4 — Schedule.

RCS does not support same-channel retries. Unlike WhatsApp broadcasts — which can retry up to 3 times on the same channel plus Smart Utility Fallback — RCS broadcasts can only recover failed deliveries by falling back to another channel. The Retry on Same Channel option is disabled and shown greyed out for RCS broadcasts.

Step 1 — Turn On Delivery Optimization

In the Schedule step, toggle on Delivery Optimization (marked Recommended). Two options appear:

• Retry on Same Channel — disabled for RCS broadcasts.

• Fallback to Other Channels — "Continue message delivery on another channel if RCS cannot deliver." This is the only available option; select it.

Step 2 — Set a Fallback Channel

Under Fallback Channel Settings, click + Set Fallback 1 Channel. A Select Channel modal opens, showing WhatsApp, RCS, and SMS.

• RCS is not selectable as its own fallback — since it's already the primary channel.

• If a channel isn't activated yet (e.g., SMS), a banner appears: "[Channel] is not activated for your account yet. Activate [channel] to start messaging users," with a Request [Channel] Integration button. You'll need to activate the channel before you can use it as a fallback.

Select a channel (e.g., WhatsApp) — it highlights, and Confirm becomes active. Click Confirm.

Step 3 — Configure the Fallback Message

Confirming a channel opens a dedicated mini-wizard for setting up what gets sent on that fallback channel — this is a separate 3-step flow: Template → Content → Settings.

Template

Select which template to use on the fallback channel — for a WhatsApp fallback, this is a Select WhatsApp Template screen listing your approved WhatsApp templates (Name, Type, Category, Quality Rating, Created At), with a live preview on the right. Select one and click Next.

Content

Fill in the fallback template's content — the same pattern as the main broadcast flow:

• Image File (required, if the template has one) — upload an image meeting that channel's size and aspect ratio requirements (e.g., for WhatsApp: under 5 MB, recommended ratio 1.91:1).

• Template Body (required) — for each variable ({{1}}, {{2}}, …), enter a value directly or check From Excel Column to map it to a spreadsheet column, just like the primary message.

The live preview on the right updates as you fill these in. Once complete, the Content step shows a green check, and you can click Next.

Settings

Configure how replies to the fallback message are handled — mirroring the main broadcast's Action When Recipient Replies:

• Bot to engage when recipient replies with quick reply buttons — choose a bot, or leave as None. If left as None, a note reminds you: "You have not specified what to do when the user clicks any of the Quick Reply buttons."

• Bot to engage when recipient replies with anything else — choose a bot (e.g., Transfer Bot). The 72-hour reply window note applies here too.

Click Save & Close to finish configuring this fallback channel.

Step 4 — Review the Configured Fallback

Back in the Schedule step, your fallback now appears under Fallback Channel Settings as a card — for example, "Fallback 1: WhatsApp" — showing a full preview of the configured message, with Edit and Delete controls.

• Click Edit to reopen the Template → Content → Settings mini-wizard and make changes.

• Click Delete (trash icon) to remove this fallback.

You can chain additional fallback channels the same way — after setting Fallback 1, an option to add a further fallback becomes available, letting delivery continue down the chain (e.g., RCS → WhatsApp → SMS) if each preceding channel fails.