Broadcast with SMS Failover

Objective

Setting up Broadcast with SMS Failover

Applies To

• Jumper
• RCS
• Voice
• Viber
• WhatsApp
• Live chat

This feature aims to enhance the Broadcast feature by integrating a failover mechanism to SMS ensuring message delivery even when the primary channel fails, thereby improving reliability and user experience.

Furthermore, Broadcast with SMS Failover Analytics offers key insights into message delivery performance. This helps optimize the communication strategy by ensuring messages reach their intended recipients and supplying valuable data for ongoing improvement.
Prerequisite

• Have an account within Jumper.ai. 
• SMS is the only available fallback option. 
• Before setting up a fallback message, ensure that SMS is enabled and connected under the sales channel. Click here to learn more about connecting the SMS sales channel with Jumper.ai.

Procedure

1. Navigate to Automations >> Broadcast in the menu.
   
   
   
   
2. Click on the Create Broadcast option.
   
   
   
   
3. Now, set a name for your broadcast and select any one of the supported channels, i.e. WhatsApp, Viber, Voice, or Google RCS under Messaging Channels to set up your fallback message for the broadcast.
   Below is an Example on Google RCS.
   
   
   
   
4. Under Create message, configure your message for the broadcast based on your channel selection.
   
   
   
   
5. Under the Fallback message section, enable the fallback option for your broadcast, by selecting the Yes option and add the text message to be delivered via SMS for the customers in case the primary channel is unable to deliver a message.
   
   Note: SMS is the only available fallback option. Before setting up a fallback message, ensure that SMS is enabled and connected under the sales channel.
   
   
   Note: For personalization, you can add system variables, for example, User First Name, User Last Name, User Email, User Phone number or Custom fields.
   
   
   
   Below is an example of a personalized message.
   
   
   
   
   
6. Now you need to set your Targeting conditions under Settings for your broadcast, using any one of the methods between Filters, Segments or CSV for your targeting based on your selected channel.
   
   
   
   

7. Under the Scheduling section, you can specify when you want your broadcast to be sent, here you can choose between Send now or Send later options.
   Send now: Will send the broadcast right away.

   Send later: You can schedule your broadcast to happen on your specified date and time.
   
   
   
   
8. Once you are done with creating and scheduling your broadcast, click on Save & send.
   
   
   
   
9. If your customer list is too large, it will take time to trigger the broadcast, you can always check your broadcast status under the STATUS column.
   
   
   
   
10. Once the broadcast trigger status is updated to Completed, reports will be available for download 30 minutes after the broadcast launch. To access them, click on the "Broadcast Outcome" option.
    
    
    
    
11. Now click on the Download CSV option.
    
    
    

Broadcast Outcome report without Fallback (failover SMS)

Broadcast Outcome is a detailed report that provides Delivery Status and Fail Reasons for all targeted customers.

Broadcast Outcome report with Fallback (failover SMS) enabled

Broadcast Outcome with Failover SMS is a detailed report that provides Delivery Status for the Primary Channel and Failover SMS channel, along with Fail Reasons for all targeted customers.

In case the Primary channel is unable to deliver the broadcast message and the delivery status is one of the following for the RCS channel:  Failed, Rejected, or Undeliverable, then failover SMS capability is initiated and the message is sent to the customer via SMS.

Types of Statuses considered for SMS fallback