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Fallback Agents allow you to configure alternative messaging options within a Kero message template. If a message cannot be sent using your preferred messaging Agent, Kero can attempt to send it using a configured Fallback Agent, subject to the applicable channel and sending rules. This helps you reach more customers across supported messaging channels.

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How Fallback Agents work

When creating a message template, you select a Primary Agent to determine your preferred sending channel. You can then add one or more Fallback Agents to provide alternative sending options. For example, you might configure: Kero attempts to use the configured Agents in their specified order, according to the applicable sending rules.
Fallback Agents provide alternative sending options but do not guarantee message delivery. Availability depends on the recipient, the configured Agents and the requirements of each messaging channel.

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Before you begin

Before configuring Fallback Agents, make sure that:
  • You have selected a Primary Agent for your message template.
  • The alternative messaging Agents have already been configured in your Kero account.
  • You have suitable message content for each channel you intend to use.
  • Any WhatsApp template required for your configuration has been approved by Meta.

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Add Fallback Agents to a template

1

Open your message template

Navigate to Templates in Kero.Create a new message template or open an existing template that you want to configure.
2

Locate the Fallback Agents configuration

Find the Fallback Agents section of your template configuration.This section allows you to add alternative Agents to your message template.
3

Add your first Fallback Agent

Select an available Agent that you want Kero to use if the Primary Agent cannot be used.For example, you might select an SMS Agent as a fallback for an RCS message.
4

Add additional Fallback Agents (optional)

If you want to provide more than one alternative, add another Fallback Agent.The order in which you add Agents determines the sequence in which Kero attempts to use them.For example:
  1. Primary Agent: RCS
  2. First Fallback Agent: WhatsApp
  3. Second Fallback Agent: SMS
5

Configure message content

Make sure the message content is appropriate for each configured messaging channel.Different channels support different message formats and capabilities.For example, an RCS message may contain rich cards or interactive buttons, while an SMS message contains text.
6

Review and save

Review the Primary Agent, Fallback Agents and their configured order.Save your template when you’re satisfied with the configuration.

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Change the order of Fallback Agents

Kero attempts Fallback Agents in the order in which they were added to the template. Currently, you cannot rearrange Fallback Agents using drag-and-drop or move controls. To change the order:
  1. Open the message template.
  2. Remove the Fallback Agents that need to be reordered.
  3. Add them again in your preferred sequence.
  4. Review the new order.
  5. Save your changes.
The first Fallback Agent you add will be attempted before the second Fallback Agent, subject to the applicable sending rules.

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Important considerations

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Channel availability

Not every recipient can receive messages through every messaging channel. For example, a recipient may not have an RCS-capable device or may not be reachable through a particular WhatsApp Agent. Fallback Agents provide alternative options where supported.

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WhatsApp requirements

If you configure a WhatsApp Fallback Agent, the message must meet WhatsApp Business messaging requirements. For template-based messaging, this includes using an appropriate Meta-approved WhatsApp template.

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Message content

Different messaging channels support different content formats. When configuring fallback, make sure the alternative message content is suitable for the selected channel.

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Delivery is not guaranteed

Fallback provides additional sending options, but it does not guarantee that a message will reach its recipient.
Fallback should not be treated as an automatic retry for every delivery failure.Whether another Agent can be attempted depends on the message’s sending status and the applicable channel rules.

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Tips for configuring Fallback Agents

  • Choose a Primary Agent that best suits your message and audience.
  • Add Fallback Agents in your preferred sending order.
  • Make sure alternative message content is suitable for each channel.
  • Check that the required Agents and WhatsApp templates are configured and available.
  • Test your configuration before sending a large campaign.