WhatsApp System Fallback Guide

What is System Fallback?

System fallback is Zend's intelligent backup system that ensures your WhatsApp messages are delivered reliably, even when your WhatsApp Business account encounters issues.

How It Works

Automatic Backup

When enabled, Zend automatically detects issues with your WhatsApp account and switches to using our centralized WhatsApp Business API to deliver your messages.

Triggers for fallback:

  • Your WhatsApp account is disconnected
  • Template approval issues
  • Account suspension or restrictions
  • Connection timeouts
  • Rate limiting

Seamless Delivery

  • Messages continue to be sent without interruption
  • Recipients still see your business name
  • Delivery reports are maintained
  • No changes needed in your code or workflow

Benefits of System Fallback

Reliability

  • 99.9% delivery rate even during account issues
  • Automatic recovery when your account is restored
  • No message loss during outages

Business Continuity

  • Uninterrupted service for your customers
  • Maintained brand identity across all messages
  • Professional appearance even during technical issues

Cost Efficiency

  • Prevents message failures that could cost you business
  • Reduces support tickets from delivery issues
  • Maintains customer satisfaction

When to Use System Fallback

  • High-volume messaging businesses
  • Customer support operations
  • Marketing campaigns with deadlines
  • Business-critical communications

Consider Disabling

  • Strict compliance requirements
  • Cost-sensitive operations
  • Complete control over message routing
  • Testing environments

Managing Fallback Settings

Enable System Fallback

  1. Go to Dashboard > Settings > WhatsApp
  2. Ensure "System Fallback" is ON (default)
  3. Save your settings

Disable System Fallback

  1. Go to Dashboard > Settings > WhatsApp
  2. Toggle "System Fallback" to OFF
  3. Be aware this may reduce delivery reliability

Monitoring Fallback Usage

Dashboard Indicators

  • Fallback usage metrics in your dashboard
  • Account status monitoring
  • Delivery rate tracking
  • Cost breakdown by channel

Alerts and Notifications

  • Account disconnection alerts
  • Fallback activation notifications
  • Recovery confirmations when your account is restored

Best Practices

For Maximum Reliability

  1. Keep fallback enabled by default
  2. Monitor your account status regularly
  3. Set up alerts for account issues
  4. Test your integration periodically

For Cost Control

  1. Monitor fallback usage in your dashboard
  2. Set up spending limits if needed
  3. Review delivery reports regularly
  4. Optimize your templates to reduce approval issues

For Compliance

  1. Review fallback policies with your legal team
  2. Ensure message content meets all requirements
  3. Monitor delivery channels for regulatory compliance
  4. Document fallback usage for audits

Troubleshooting

Common Questions

Q: How do I know if fallback is being used? A: Check your dashboard for fallback usage metrics and account status indicators.

Q: Can I control which messages use fallback? A: Fallback is automatic and applies to all messages when your account has issues.

Q: Does fallback affect my message costs? A: Fallback messages may have different pricing. Check your dashboard for cost breakdowns.

Q: How quickly does fallback activate? A: Fallback activates within seconds of detecting account issues.

Need Help?

If you have questions about system fallback or need assistance configuring your settings, please contact our support team.