Channel failover is the automatic redirection of a customer communication to another approved channel when the original message cannot be delivered or does not generate the required response. For example, if an email bounces or a customer does not complete an action, the interaction can automatically move to SMS, a secure portal or print based on predefined rules, urgency and customer preferences. Channel failover improves delivery reliability, reduces manual follow-up and helps keep important processes moving. In regulated industries, it also ensures communications remain accurate, secure and compliant across every channel.
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