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Fallback communication for notification rules

  • Updated

This guide explains how to set up fallback communication for notification rules in the system. Fallback communication ensures that members receive important messages through alternative channels if the primary communication method is unavailable.

Contents:

Open Notification Rules

  • Navigate to the "Communication" section.
  • Open the "Management" menu.
  • Select "Notification Rules".

Create or Edit a Notification Rule

To add fallback communication, create a new notification rule or edit an existing one.

Add Fallback Communication

  • In the notification rule settings, you will find the option "Add Fallback Communication".
  • Note: This feature is only available for certain events. Some events support only one communication channel (e.g., contract cancellations online via email only), making a fallback option unavailable.

Select Alternative Communication Channels

  • Select an alternative communication channel in case the primary channel is unavailable.
  • You can define multiple fallback options and prioritize them in a specific order.
  • Important: A message is always sent only once via one channel. The fallback channels are used only if the previous channel fails.

Additional Note: If you set letters or app messages as the primary communication channel, you can configure fallback communication. For example, an app message can be replaced by an email or SMS if the member cannot receive an app message. Similarly, a letter can be supplemented with an email or SMS to ensure faster delivery.

Example of Fallback Communication

Primary Channel: App Message
  • If the message is successfully sent via App Message, the process ends.
  • If the message cannot be delivered (e.g., because the member has no app message connection), the system attempts the next fallback channel.
First Fallback: Email
  • If the message is successfully delivered via Email, the process ends.
  • If the email cannot be sent (e.g., because no email address is stored), the next fallback channel is used.
Second Fallback: SMS
  • If neither app message nor email is available, the system sends an SMS.
Example for Letters as the Primary Channel:
  • If a letter is set as the first communication method, you can add an email or SMS as a fallback to ensure the message reaches the recipient even in case of delays or failed postal delivery.

Conclusion

By configuring fallback communication, you ensure that members receive important notifications through alternative channels if the preferred communication method is unavailable. This is especially useful if you use letters or app messages as the primary channel, as it allows you to supplement them with digital alternatives for reliable delivery.

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