Introduction
In UAE, businesses rely heavily on WhatsApp broadcasting for customer communication. However, message delivery can sometimes fail due to network issues, app restrictions, or phone settings. This is where SMS fallback becomes essential. SMS fallback ensures that if a WhatsApp message is undelivered, the same message is sent via SMS, increasing the chances of reaching the customer.
Using SMS fallback in WhatsApp broadcasting software enhances communication and strengthens customer relationships. In this blog, we will explore the best practices for implementing SMS fallback effectively.
What is SMS Fallback?
SMS fallback is a system that automatically sends an SMS when a WhatsApp message fails to deliver. This ensures that customers receive critical information even if WhatsApp is unavailable. Businesses commonly use SMS fallback for:
Order confirmations
Payment reminders
OTP verification
Promotional updates
Customer service notifications
Why is SMS Fallback Important in UAE?
While WhatsApp is widely used in UAE, internet connectivity issues can sometimes prevent messages from being delivered. SMS fallback ensures that:
✅ Important messages reach customers even when WhatsApp delivery fails. ✅ Businesses do not lose potential leads due to undelivered messages. ✅ Customers receive timely updates, improving satisfaction and trust.
Best Practices for Implementing SMS Fallback in WhatsApp Broadcasting
1. Choose the Right WhatsApp Broadcasting Software
To enable SMS fallback, select a WhatsApp broadcasting software that offers:
Official WhatsApp API compliance to prevent account bans.
Automated fallback switching to SMS when WhatsApp delivery fails.
Integration with SMS gateways for seamless messaging.
Analytics and tracking to monitor delivery success rates.
2. Use SMS Fallback for High-Priority Messages
Not every message needs SMS fallback. Prioritize SMS fallback for:
Transactional notifications (e.g., OTPs, order updates, payment reminders)
Critical customer alerts (e.g., appointment reminders, service notifications)
Emergency alerts (e.g., security warnings, urgent business updates)
Avoid using SMS fallback for general promotions to minimize costs.
3. Optimize Message Content for Both WhatsApp and SMS
WhatsApp and SMS have different formatting limitations. Follow these guidelines:
| Feature | SMS Fallback | |
|---|---|---|
| Delivery Method | Requires internet | Works on all mobile networks |
| Message Format | Supports text, images, videos, and PDFs | Text only (160-character limit) |
| Engagement | High, interactive | Medium, limited interaction |
| Cost | Lower for bulk messaging | Higher per SMS |
| Use Case | General marketing, customer service | Urgent updates, OTPs, order confirmations |
4. Track Message Delivery & Optimize Timing
Use analytics to:
Identify failed WhatsApp messages.
Adjust SMS fallback settings based on customer responses.
Optimize message timing to improve delivery rates.
5. Ensure Compliance with UAE Regulations
Businesses in UAE must follow communication regulations:
Obtain customer consent before sending messages.
Follow TRA (Telecommunications Regulatory Authority) guidelines for SMS marketing.
Provide an opt-out option for customers to unsubscribe from messages.
6. Use Smart Segmentation for Better Targeting
Segment your audience based on:
Customer preferences (WhatsApp vs. SMS users)
Geographic location (some areas may have limited internet access)
Previous interactions (send SMS fallback only to those who missed WhatsApp messages)
This helps in sending relevant messages while reducing unnecessary SMS costs.
7. Automate SMS Fallback for Efficiency
Manual tracking can be time-consuming. Automate SMS fallback by:
Setting a time limit (e.g., if WhatsApp fails within 5 minutes, send an SMS).
Using AI-powered chatbots to detect failures and trigger SMS fallback.
Scheduling follow-ups if customers do not engage with messages.
8. Integrate SMS Fallback with CRM & Business Tools
For seamless communication, integrate WhatsApp broadcasting software with:
CRM systems (to track customer interactions and history)
E-commerce platforms (for order updates and payment notifications)
Customer support tools (to manage queries efficiently)
9. Regularly Test and Optimize SMS Fallback Strategies
Send test messages to check delivery rates.
Analyze customer engagement (WhatsApp vs. SMS response rates).
Adjust message timing and content for better results.
About Anantya.ai
At Anantya.ai, we help businesses improve customer engagement with smart WhatsApp broadcasting solutions. Our platform allows businesses to send personalized notifications using the WhatsApp Business API while ensuring smooth SMS fallback for undelivered messages.
With features like smart routing, chat automation, and analytics, Anantya.ai enables businesses to maintain real-time customer communication without interruptions.
FAQs
1. What happens if both WhatsApp and SMS fail?
If both channels fail, the message remains undelivered. Some WhatsApp broadcasting platforms offer email fallback as an alternative.
2. How much does SMS fallback cost in UAE?
SMS fallback costs depend on the service provider. Since SMS is usually charged per message, using it selectively for important communications can help manage costs effectively.
3. Can I disable SMS fallback for specific customers?
Yes, most WhatsApp broadcasting software allows businesses to set custom rules for SMS fallback based on customer preferences.
4. Is SMS fallback necessary for all businesses?
Not necessarily. SMS fallback is essential for industries like e-commerce, banking, and healthcare where timely updates and OTP verification are critical. For general marketing, it may not always be required.
5. How do I improve SMS fallback delivery rates?
To ensure better SMS delivery:
Use trusted SMS providers with strong network coverage.
Follow UAE regulatory guidelines for SMS marketing.
Keep messages short and to the point for better readability.