We are excited to introduce a new update to the logic within Duve for sending WhatsApp messages with an SMS fallback mechanism. This enhancement aims to improve overall message delivery reliability, ensuring that all types of messages reach guests even when WhatsApp is not an option.
Overview
The need for a reliable messaging fallback arises as some guests may not use WhatsApp or may face issues receiving messages due to connectivity or other technical problems. Ensuring that messages reliably reach guests is crucial for maintaining operational efficiency and guest satisfaction.
To address these challenges, Duve has implemented a system that triggers an SMS fallback if a WhatsApp message fails to deliver. This system checks the guest's country code before sending the fallback SMS, ensuring compliance with regional regulations.
If a WhatsApp message fails, Duve will initiate an SMS immediately.
Types of errors that will trigger the SMS Fallback
- Template rejection error - using a WhatsApp template which is rejected
- Error code 63024
- The recipient's phone number is not a WhatsApp phone number.
- Recipient has not accepted WhatsApp's new Terms of Service and Privacy Policy.
- The recipient is using an old, unsupported version of the WhatsApp client for their phone.
- Error code 63016 - Failed to send a freeform message because you are outside the allowed window.
- No Cost incurred by host if message errors
Note: If Duve attempts to send a WhatsApp message and it fails with the following errors, the host will still be charged for sending the message.
How to Set It Up
Go to Scheduled Messages, and enable the Communication channel as WhatsApp for your mess
Note: Hosts who want to send SMS only should create a scheduled message and select only the SMS checkbox
Logs: On the reservation page, you can view the date, time, and status of each SMS sent as a fallback.
Reservation Page:
Communication Hub: "SMS (triggered as WhatsApp fallback) sent to {{phoneNumber}}: delivered"
Schedule Message: "Scheduled Message "{{messageName}}" was sent via SMS (triggered as WhatsApp fallback) to {{phoneNumber}}"
Use Cases
- Ensuring Message Delivery: By implementing an SMS fallback, Duve ensures that critical messages such as booking confirmations, check-in instructions, and updates reach guests even if WhatsApp delivery fails.
- Improving Guest Experience: Reliable message delivery enhances the guest experience by providing timely and accurate information, reducing the likelihood of miscommunication, and improving overall satisfaction.
- Operational Efficiency: This mechanism reduces the need for manual follow-ups and interventions, saving time and resources for hospitality staff.
Tips and Tricks
- Dual Scheduling: Whenever possible, scheduled messages to be sent via WhatsApp will be sent as an SMS in case WhatsApp fails for some reason.
- Template Management: Keep your WhatsApp templates updated and ensure they comply with WhatsApp's latest policies to minimize the chances of rejection.
FAQs
Q1: Why is the SMS fallback feature important?
- A1: The SMS fallback ensures that messages reach guests even if WhatsApp delivery fails due to connectivity issues or other technical problems, improving reliability and guest satisfaction.
Q2: How does the SMS fallback mechanism work?
- A2: The system initiates an SMS fallback three minutes after a WhatsApp message fails. It checks the guest's country code before sending the SMS to ensure compliance with regional regulations.
Q3: What types of messages will trigger an SMS fallback?
- A3: The fallback will be triggered for messages that fail due to template rejection, invalid WhatsApp numbers, and other specified error codes.
Q4: How can I monitor the effectiveness of the fallback mechanism?
- A4: Duve provides logging for fallback events, which records the date, time, and status of each SMS sent as a fallback. These logs are available on the reservation page.
Q6: What should I do if my guests are not receiving WhatsApp messages?
- A6: Verify that the phone number used complies with WhatsApp requirements and ensure that fallback SMS is configured correctly in Duve.
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