In today’s multi-channel world, delivery isn’t guaranteed. Network limitations, device incompatibilities, and app availability can all stand between your business and your customers.

That’s where Kero comes in.

Kero’s channel fallback ensures your message doesn’t stop at the first failure. Instead, it automatically reroutes through alternative channels, giving your communication multiple chances to reach its destination.

What Is Channel Fallback?

Channel fallback is the automatic process of rerouting a message to an alternative channel when the primary channel fails to deliver. Rather than accepting a failed send, Kero cascades your message through a pre-configured sequence of channels until delivery is confirmed. The result? Higher reach, better engagement rates, and a seamless experience for your customers, without any manual intervention on your end.

Kero’s Supported Fallback Chains

Kero offers four configurable fallback options, giving you the flexibility to design a messaging strategy that fits your audience and use case:

RCS → SMS

Start with the rich, interactive RCS experience. If the recipient’s device or network doesn’t support RCS, Kero automatically falls back to universal SMS delivery.

RCS → WhatsApp → SMS    

A three-tier chain that prioritises RCS, pivots to WhatsApp for users on the platform, and guarantees final delivery via SMS. Ideal for maximising rich content reach.

WhatsApp → RCS → SMS    

Lead with WhatsApp for high-engagement audiences, fall back to RCS for enhanced messaging, then SMS as the universal safety net.

WhatsApp → SMS     

A streamlined two-step chain for businesses whose customers are primarily WhatsApp users, with SMS as a reliable backstop.

This multi-level fallback is what makes Kero better.

How It Works

When you send a message through Kero, our platform evaluates the recipient’s capability and availability on the primary channel in real time. If delivery fails – whether due to a timeout, an unsupported device, or the recipient not having the app installed – the platform automatically triggers the next channel in your fallback sequence within seconds, requiring zero action from your team.

You do have to define the fallback flow upfront, including how your message should appear across channels. From there, Kero handles the rest.

Each fallback step preserves the core message content, adapting the format where necessary to suit the channel. Your customer receives the right information regardless of which channel ultimately delivers it.

Choosing the Right Fallback Chain

The best fallback configuration depends on your audience profile and use case. Businesses with a younger, app-savvy audience may benefit from leading with WhatsApp or RCS to deliver richer, more engaging experiences. For transactional or compliance messages where guaranteed delivery is non-negotiable, a full three-step chain ending in SMS provides maximum assurance.

Not sure what works best? Kero’s team can help you analyse your audience and build a fallback strategy that fits your goals.

Contact us now!