Scheduled Messages - Communication Fallbacks

When using Scheduled Messages, Duve wants to ensure that all your guests are receiving the messages you have Scheduled for them to receive.

The focus of this article is to understand the hierarchy of what communication channels will be used when a message is set using multiple channels, fails, or goes undelivered.

There are a few cases here we would like to note to ensure understanding of using multiple communication channels in Duve's Scheduled Messages feature. 

If All is Selected (SMS, WA, Duve Chat and Email), then what?

• Duve checks that the Guest Phone Number is valid for WhatsApp
  • If valid, send WhatsApp
  • If the WhatsApp fails, send SMS after 3 minutes
  • If the WhatsApp is undelivered (guest doesn’t have WhatsApp, WhatsApp template issues like first message wasn’t a template connected to the account) - Duve will send SMS after 3 minutes
  • If no phone number exists on the Reservation, Duve will send the message as a Chat
    • If there is a direct connection for Airbnb and Booking.com in the account, the Chat will be sent directly to those inboxes
  • If the phone number exists on the Reservation but it in an incorrect format, Duve will send the message as a Chat
  • An Email Template will not be sent according to this setup

If WhatsApp and SMS are selected, then what?

• Duve checks that the Guest Phone Number is valid for WhatsApp
  • If valid, send WhatsApp
  • If no WhatsApp sender exists on the Phone Number/sending message failed, send SMS after 3 minutes
  • If the phone number is not set up for SMS (Ex. Landline), send a Duve Chat
  • If no phone number exists on the Reservation, Duve will send the message as a Chat

If SMS, Duve Chat, Email are selected, then what?

• Duve checks that the Guest Phone Number is valid for SMS
  • If valid, send SMS
  • If not valid, send Duve Chat
  • If no phone number exists on the Reservation, Duve will send the message as a Chat
    • If there is a direct connection for Airbnb and Booking.com in the account, the Chat will be sent directly to those inboxes
  • An Email Template will not be sent according to this setup

If only Email & Duve Chat are selected, then what?

• Duve checks that the guest's reservation has an email address
  • If yes, send Email Only
  • If not, send Duve Chat

If WhatsApp, Email, Chat are selected, then what?

• Duve checks that the Guest Phone Number is valid for WhatsApp
  • If valid, send WhatsApp
  • If not valid, send Duve Chat
  • If no phone number exists on the Reservation, Duve will send the message as a Chat
  • An Email Template will not be sent according to this setup

Fallbacks in case of errors

• If a WhatsApp message is undelivered, a chat message will be sent
• If an SMS fails, a chat will be sent
• A Duve Chat message will not fail when sent to a guest, even without an email address, as the guest could always access their Guest App via a Digital Spot or their Guest App link.

FAQ: 

Q: What could be the reason a message is undelivered?

A: A message can be undelivered for the following reasons: there could be an issue with a WhatsApp template being sent, or a message was sent outside the 24-hour messaging window after a guest responds to a message.

Q: What could be the reason a message fails?

 

A: A WhatsApp or SMS could fail because the guest's phone number format is incorrect, or there is an issue with the origin phone number set in Duve.