Multi-Channel Sequences: Voice + SMS + WhatsApp

Not everyone picks up the phone. This guide shows how to set up a campaign that tries voice first, falls back to SMS, then WhatsApp — maximizing reach across channels.

How Multi-Channel Works

A sequence is a series of steps. Each step uses a different channel and triggers based on what happened in the previous step:

Step 1: Create the Campaign

Create a campaign as normal (name, objective, agent, number). In Step 2, enable Multi-Channel Sequence toggle.

Complete the campaign creation. You'll configure the sequence from the detail page.

Step 2: Configure the Sequence

Go to your campaign's detail page → Sequence tab. Add steps:

Step 1: Initial Voice Call

Step 2: SMS Follow-up

Step 3: WhatsApp Message

Step 4: Final Voice Retry

Step 3: Set Trigger Conditions

Each step triggers based on what happened before:

• No answer: The previous voice call wasn't answered.
• No response: An SMS/WhatsApp was sent but no reply received.
• Not interested: Contact engaged but scored below 40.
• Low score: Engagement score is in the undecided range (40–70).
• Voicemail: Previous call hit voicemail.
• Always: This step always executes (use for first step only).

Step 4: Start the Campaign

Once your sequence is configured, start the campaign normally. The system executes steps automatically:

• First, it tries voice for all contacts.
• Contacts who don't answer are queued for Step 2 (SMS) after the configured delay.
• Non-responders move to Step 3 (WhatsApp) after another delay.
• Each contact progresses independently through the sequence.

Best Practices

• Delay between steps: At least 2 hours between voice and SMS. At least 24 hours before WhatsApp. Don't bombard people.
• Message content: Each channel should have a different message. Don't repeat the exact same pitch.
• Respect opt-outs: If someone replies "STOP" to SMS, they're auto-added to DNC for that channel. The sequence stops for them.
• Track which channel works: After the campaign, check the AI Report — it shows which channel had the highest engagement for this audience.