How to Set Up Fallback Channels (RCS & SMS) on the Interakt Platform: A Complete Guide

In today’s omnichannel communication landscape, ensuring your messages reach customers is paramount. While WhatsApp Business API remains a powerful primary channel, message delivery can sometimes fail due to various reasons—network issues, invalid numbers, or users not having WhatsApp installed. This comprehensive guide walks you through setting up fallback channels like RCS (Rich Communication Services) and SMS on the Interakt platform to guarantee message delivery even when your primary channel fails.

Understanding Fallback Messaging

Fallback messaging is a smart delivery approach that keeps your communication on track when something unexpected happens. When a WhatsApp message fails to deliver, the system automatically triggers a secondary channel—RCS or SMS—to ensure your message still reaches the customer without manual intervention. This automated process is crucial for maintaining customer engagement and ensuring critical communications like order confirmations, OTPs, and appointment reminders are never missed.

Getting Started: Accessing Channel Configuration

To begin setting up fallback channels on the Interakt platform, you first need to access the channel configuration section. After logging into your Interakt account, navigate to the Settings icon in your dashboard. Within the settings menu, you’ll find a new section called Configure Channels.

This centralized hub displays all communication channels currently connected to your account. The WhatsApp Business API connection typically appears first, showing your existing configuration details. From this interface, you can view channel details, add new channels, and manage your multi-channel communication strategy.

Setting Up RCS as a Fallback Channel

Rich Communication Services (RCS) represents the next evolution in business messaging, combining the universal reach of SMS with app-like features. Unlike traditional SMS, RCS enables businesses to send rich, interactive messages with high-quality images, videos, audio clips, GIFs, carousels, and quick replies. The platform also provides verified branding, displaying your business name, logo, and colors to build trust and reduce the risk of phishing or spam.

RCS Configuration Process

To connect RCS as a fallback channel on Interakt, click the Connect button next to the RCS option in the Configure Channels section. If RCS isn’t already connected to your account, the system will inform you that you need to complete a registration form.

Click the provided link to access the RCS onboarding form, which contains a series of questions required to initiate the RCS setup process. The onboarding typically takes 7 to 10 working days due to the extensive verification and configuration requirements. Your RCS assistant will be powered by Jio Business Messaging, Interakt’s channel partner for RCS services.

Once your RCS account is configured, you’ll be able to view detailed information including your assistant name, assistant ID, billing category, use case designation, and pricing details for RCS messages. If you need to modify or disconnect your RCS account after setup, you can contact Interakt’s support team at [email protected].’

RCS Onboarding Form → click here

Setting Up SMS as a Fallback Channel

SMS remains one of the most reliable communication channels due to its universal compatibility and near-perfect deliverability. As a fallback channel, SMS ensures that even when more advanced channels like WhatsApp or RCS fail, your critical messages—such as OTPs, transaction alerts, and appointment reminders—still reach customers. This reliability makes SMS an essential component of any comprehensive omnichannel messaging strategy.

SMS Provider Options

Interakt currently supports two SMS provider options: Interakt and MSG91. The choice between these providers depends on your existing infrastructure and preferences.

Option 1: Using Interakt as Your SMS Provider

If you already have a DLT (Distributed Ledger Technology) account with telecom providers like Vodafone, Airtel, Jio, or another network operator and wish to use Interakt for SMS delivery, select Interakt as your provider. You’ll need to complete a configuration form with your SMS details and DLT account information. After submission, the Interakt team will configure your SMS account from the backend, typically completing the setup within 24 to 48 hours.

SMS Onboarding Form → click here

Option 2: Using MSG91

If you’re already using SMS services from MSG91, the integration process is more straightforward. You’ll need to provide three key pieces of information:

• Your Entity ID from your DLT registration
• Your MSG91 API key
• Your default Sender ID as configured on your DLT platform

Once you’ve entered these details, simply click Save, and your SMS channel will be added successfully to your account.

Understanding DLT Registration in India

DLT registration is mandatory for all commercial SMS in India. Introduced by TRAI, this blockchain-based system helps prevent spam, fraud, and ensures transparent business communication.

Businesses must register their entity, Sender IDs, and SMS templates with telecom operator–run DLT platforms. Only verified entities can send messages, protecting customers and improving trust. Without DLT, operators will block your SMS, leading to penalties and disruptions—non-compliance has already caused a 20% rise in blocked traffic.

Key steps:

• Entity Registration
• Header (Sender ID) Approval
• Template Approval
• Consent Management

You can check out the DLT providers below and sign up for a DLT account for your Business

Airtel → https://dltconnect.airtel.in/

BSNL → https://www.ucc-bsnl.co.in/

Jio → https://trueconnect.jio.com/

Vodafone → https://www.vilpower.in/

SMS Account Configuration Details

Once your SMS account is configured in Interakt, you can view comprehensive details in the Configure Channels section. For SMS accounts, you’ll see:

• SMS Provider: The selected provider (Interakt or MSG91)
• DLT Entity ID: Your DLT-registered business entity identifier
• Sender IDs: The approved sender names from your DLT account (eg. INTRKT, HAPTIK)
• Webhook URL: The callback endpoint you’ll configure on your MSG91 platform to receive delivery status updates

The webhook URL is particularly important as it allows Interakt to listen to all callbacks from the telecom network, enabling real-time tracking of message delivery, read receipts, and failed attempts

Creating a Campaign with Fallback Channels

Campaign Setup Basics

After configuring your fallback channels, you’re ready to create campaigns that leverage multi-channel delivery. To set up a fallback campaign, begin by selecting your primary channel—typically WhatsApp. Then proceed through the standard campaign creation workflow:

1. Name your campaign: Give it a descriptive name for easy tracking
2. Select campaign type: Choose one-time or recurring campaigns
3. Choose a template: Select an approved message template
4. Define your audience: Select the user segments to target
5. Schedule delivery: Set immediate or scheduled send times

Configuring Advanced Campaign Settings

The critical step for implementing fallback logic occurs in the Campaign Advanced Settings section. Here you’ll find options for:

• Post Campaign Flows: Automated actions after campaign completion
• Retries: Automatic retry attempts for failed messages
• Conversion Tracking: Monitoring campaign effectiveness
• Fallback Channels: Multi-channel delivery configuration

Important Note: Interakt’s current system allows you to configure either WhatsApp retries or fallback channels, but not both simultaneously. If you have retries enabled, you’ll need to disable them before setting up fallback channels. This design ensures clear message routing logic and prevents duplicate message attempts through conflicting mechanisms.

Setting Up Fallback Channel Logic

To activate fallback channels, navigate to the fallback channels option in the advanced settings and toggle it on. For campaigns using RCS as a fallback:

1. Since your RCS account is already connected, the system automatically populates the Assistant ID and billing category
2. Select the RCS template you want to use when WhatsApp messages fail
3. Fill out any dynamic values or personalization fields in the template
4. Review your configuration and click Save

The fallback logic works as follows: When a WhatsApp message fails due to Meta’s limits, invalid numbers, or other delivery issues, the system automatically triggers the RCS channel. If you’ve also configured SMS as a secondary fallback, messages that fail on both WhatsApp and RCS can cascade to SMS, ensuring maximum delivery coverage.

Note: You can change the fallback channel order as per your choice

Once you’ve saved your fallback configuration, you can proceed to launch your campaign by clicking Go Live

Understanding Multi-Channel Analytics

One of Interakt’s powerful features is the ability to view comprehensive statistics across all channels—WhatsApp, RCS, and SMS—in a unified dashboard. This holistic view enables you to understand exactly how your fallback logic is performing and where messages are being delivered.

Campaign Statistics Breakdown

When you view campaign statistics, the platform displays granular metrics for each channel. For a sample campaign, you might see data structured like this:

WhatsApp Channel Performance:

• Attempted: Total number of message attempts (e.g., 11)
• Sent: Messages successfully transmitted (e.g., 5)
• Delivered: Messages confirmed delivered to devices (e.g., 4)
• Read: Messages opened by recipients (e.g., 3)
• Replied: Users who responded (e.g., 2)
• Failed via Meta’s Limits: Messages blocked by WhatsApp policies (e.g., 5)
• Other Failures: Additional delivery issues (e.g., 1)

RCS Fallback Performance:
When WhatsApp messages fail, the system automatically attempts delivery via RCS. The statistics show:

• Attempted: Number of fallback attempts (e.g., 6—matching the WhatsApp failures)
• Sent: RCS messages successfully transmitted (e.g., 2)
• Delivered: RCS messages confirmed delivered (e.g., 2)
• Read: RCS messages opened (e.g., 1)
• Failed: RCS delivery failures requiring further fallback (e.g., 1)

This correlation between WhatsApp failures (5 + 1 = 6) and RCS attempts (6) demonstrates how the fallback logic seamlessly transitions failed messages to alternative channels.

Downloading Campaign Reports

Interakt currently supports individual channel reports, allowing you to download detailed analytics for each communication channel separately. To download reports:

• Navigate to the WhatsApp tab and click Download Report to fetch all WhatsApp channel statistics
• Switch to the RCS tab and click Download Report to retrieve RCS campaign details
• Similarly, access SMS reports from the SMS tab when that channel is active

These detailed reports enable data-driven optimization, helping you identify patterns in message delivery, understand which channels perform best for different customer segments, and refine your messaging strategy over time