> ## Documentation Index
> Fetch the complete documentation index at: https://onextel-09023014.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Fallback

> Create a fallback configuration in the OneXtel portal and attach it to WhatsApp or RCS campaigns.

This page walks through creating a fallback configuration in the portal, choosing a
fallback mode, and enabling it on a campaign. For the trigger conditions and wait
time/TTL concepts referenced below, see the
[fallback overview](/guides/omnichannel/fallback-overview).

## Create a fallback configuration

<Steps>
  <Step title="Log in to your account">
    Sign in to the OneXtel portal.
  </Step>

  <Step title="Open Fallback">
    Navigate to **Fallback** from the left-hand menu.
  </Step>

  <Step title="Add a fallback configuration">
    Click **Add Fallback**.
  </Step>

  <Step title="Enter fallback details">
    Enter a **Fallback Name**, choose a **Mode** (see below), and complete the
    remaining details for your primary, first fallback, and second fallback channels,
    including wait time.
  </Step>

  <Step title="Save">
    Click to save the configuration.

    The system automatically generates a unique **Fallback ID**. This Fallback ID is
    the primary identifier used when sending campaigns and API requests with fallback
    enabled.
  </Step>
</Steps>

## Choose a fallback mode

The platform supports two fallback modes.

### Same Account mode

All channels involved in the fallback flow are configured and executed within the
same account.

<Note>
  Example — WhatsApp → SMS. Both WhatsApp and SMS are configured under the same account.
</Note>

### Third-Party mode

Fallback traffic can be routed to:

1. Another account
2. Another product
3. An external provider / API

In this mode, you design your own API schema according to the third-party
requirements:

1. HTTP Method — GET / POST
2. Endpoint URL
3. Headers
4. Payload Format

#### Third-party DLR callback

The platform provides a callback URL which the third-party platform must use to
submit delivery status updates in the required format:

```
https://domain/cb/callback/tp
```

## Enable fallback on a campaign

Fallback can be enabled while creating **WhatsApp Campaigns** and **RCS Campaigns**.

<Steps>
  <Step title="Open Additional Settings">
    While configuring the campaign, navigate to **Additional Settings → Enable
    Fallback**.
  </Step>

  <Step title="Select the Fallback ID">
    Select the required Fallback ID (Name) — the configuration you created above.
  </Step>

  <Step title="Fill in per-channel fields">
    Depending on the fallback mode, the portal displays either the pre-defined
    channel fields (Same Account mode) or the fields from your configured payload
    schema (Third-Party mode). For each field you can provide static values, dynamic
    values, or a mix of both — see
    [Dynamic field variables](/guides/omnichannel/dynamic-field-variables).
  </Step>
</Steps>

### Same Account campaign configuration

All pre-defined fields are displayed during campaign setup.

**SMS fallback fields**

| Field | Mandatory | Description |
| - | - | - |
| sender | Yes | SMS Sender ID configured for sending messages |
| recipient | Auto Derived | Recipient mobile number |
| type | Yes | `SI`, `OTP`, or `SE` — case-sensitive. `TRANS`, `TXN` and `Promo` are rejected as `invalid type` |
| messageBody | Yes | Content of the SMS message to be delivered |
| templateId | Optional | Template ID registered with the regulatory platform |
| entityId | Optional | Entity ID associated with the SMS template registration |
| unicode | Optional | `1` = Unicode message, `0` = Normal text |
| custRef1 – custRef5 | Optional | Custom reference fields for storing additional information |

<Note>
  Template ID and Entity ID may be mandatory depending on country regulations. For DLT-registered
  SMS in India, you can leave both out only when template auto-match is enabled on the API key.
  OneXtel then matches the message body against your registered templates and fills in both IDs.
  Without auto-match, provide both.
</Note>

**WhatsApp fallback fields**

| Field | Mandatory | Description |
| - | - | - |
| WABA ID | Yes | WhatsApp Business Account ID |
| Template | Yes | Approved WhatsApp message template name |
| Recipient | Auto Derived | Recipient mobile number |
| Sender | Yes | Select WABA number / Number Pool from which the message will be sent |
| Language Code | Yes | Language code configured for the template |
| Template Components | Yes | Template parameters/components required to populate dynamic values in the WhatsApp template (header, body, buttons, etc.) |

**RCS fallback fields**

| Field | Mandatory | Description |
| - | - | - |
| Message Type | Yes | Define Transactional, Promotional, or OTP |
| Recipient | Auto Derived | Recipient mobile number |
| Sender Profile | Yes | Sender profile from which the message will be delivered |
| Custom Params | Yes | Dynamic parameters required to populate values in the RCS template |
| Template | Yes | RCS template configured for message delivery |

### Third-Party campaign configuration

For Third-Party fallback, all fields defined in your configured payload schema are
displayed during campaign setup. You can provide static values, dynamic values, or
mixed values, and map dynamic values from the uploaded recipient file — see
[Dynamic field variables](/guides/omnichannel/dynamic-field-variables).

<Tip>
  Fallback Channel 1 and Fallback Channel 2 details can be added as per the fallback
  configuration. If third-party fallback is used, dynamic fields can be added with the
  specific channel name.
</Tip>

## Sending fallback via API

To trigger the same fallback configuration from an API call instead of a campaign,
include the `fallback` object — referencing this Fallback ID — in your Send API
request body. See the [Fallback API reference](/api-reference/omnichannel/fallback)
for the full request schema, parameters, and a sample request body.


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