Steps to Set Up a Failover Channel in Chat ON Desk

Open the Chat ON Desk dashboard and log in with your registered account credentials.

Dashboard: https://app.chatondesk.com/

Step 2: Create a New Campaign

After logging in, click New Campaign from the dashboard.

Enter a suitable Campaign Name so you can easily identify the campaign later.

Click Next to continue.

Step 3: Add Recipients

Go to Add Contact and select Add Recipient.

Add or select the contacts who should receive your WhatsApp campaign.

Once the recipients have been added, click Next.

Step 4: Select the WhatsApp Template

Select the WhatsApp template you want to use for the campaign.

Review the selected template and continue to the next step.

Step 5: Add a Failover Channel

In the campaign settings, click Add Failover Channel.

This option allows you to configure another communication channel that can be used if the WhatsApp message fails.

Step 6: Select SMS as the Failover Channel

From the available channel options, select SMS.

After selecting SMS, choose the SMS Template that you want to use as the backup message.

Step 7: Enter Template Parameter Values

If the selected SMS template contains parameters, enter the required values.

For example:

• Name
• Order ID
• Store Name

Make sure the required parameter values are entered correctly so the SMS can be sent with the appropriate customer and order information.

Step 8: Add Another Failover Channel

If you want to configure an additional backup channel, click Add Failover Channel again.

Select the required other channel from the available options.

Step 9: Select the Template

After selecting the additional failover channel, choose the appropriate template for that channel.

Enter any required template parameters and make sure the information is correct.

Step 10: Review the Failover Settings

Before completing the campaign, review your configured settings, including:

• WhatsApp template
• Recipients
• SMS failover channel
• SMS template
• Template parameter values
• Additional failover channel, if configured
• Selected template for the additional channel

Once everything is correct, continue with the campaign.

Example

If a WhatsApp message fails to reach a customer, the configured SMS failover channel can be used as an alternative communication method. This helps businesses continue sending important information such as order updates, customer notifications, and other transactional messages without relying only on WhatsApp.