Automate customer messaging without losing human oversight
Let your systems trigger routine messages, let fallback find a channel that delivers, and let bots answer the predictable questions, while people stay in charge of the conversations that need judgement.
- 1Your system event
- 2WhatsApp template
- 3Fallback to RCS
- 4Fallback to SMS
- 5Delivery webhook
- 6Bot or agent reply
How an automated notification falls back across channels and leads to a person when the customer replies. Illustrative.
Short answer
Updated
OmniChannels.ai automates the predictable parts of customer messaging. Your systems trigger notifications and OTP through the API, and channel fallback moves a message on, for example from WhatsApp to RCS to SMS, when it is not delivered. Delivery statuses come back in one webhook format. Chatbots and AI agents powered by BroadNet AI answer routine questions and hand over to people in the shared inbox. Campaigns can be scheduled ahead.
What you can automate
Automation starts from events you already have: a booking, an order, a sign-in, a customer question. The platform sends, falls back and reports.
Notifications from your systems
Order updates, appointment reminders and account alerts triggered from your software through the REST API, using approved templates where the channel needs them.
Channel fallback
Try one channel first and move to the next if the message is not delivered, for example WhatsApp, then RCS, then SMS. You set the order per use case.
OTP on WhatsApp, SMS, RCS and voice
Send codes with WhatsApp authentication templates, SMS, RCS or a voice call that reads the code aloud.
One webhook format for delivery
Submitted, sent, delivered, read, failed and rejected events from every channel arrive at your endpoint in the same format.
Chatbots for routine questions
Menu and keyword flows answer hours, order status and booking questions, with API lookups and handover to a person.
AI agents that take action
BroadNet AI agents answer from your knowledge base in English and Arabic and act in your systems through APIs or MCP tools.
Scheduled campaigns
Set a date and time for a campaign, or use auto-schedule, and duplicate contacts are filtered before sending.
QR click-to-chat entry points
Put a QR code on packaging, receipts or signs so customers open a WhatsApp chat in one scan, where a bot can greet them.
What you can automate today
Each item below is available. Some need setup on your side, such as an API integration or approved templates.
| Item | Details |
|---|---|
| Template notifications and OTP from your systems | Triggered from your software through the REST API or SMPP; test access sends to your own verified numbers. |
| Channel fallback | Fallback order set per use case, such as WhatsApp, then RCS, then SMS. RCS also falls back to SMS automatically where RCS is not available. |
| Delivery webhooks | Status events normalised into one format and posted to an endpoint you provide. |
| Chatbots | Menu, keyword and lookup flows on WhatsApp, Messenger, Instagram, Telegram, RCS and web chat. |
| AI agents | Powered by BroadNet AI, with knowledge-base answers, tool use, memory and human handover. |
| Campaign scheduling and duplicate filtering | Choose a send time or auto-schedule; repeated contacts are removed from uploads. |
| Voice automation | Voice OTP, IVR and outbound calls, provisioned with your account team. |
How we set up an automated notification
- 1
List the events
Write down which events in your systems should send a message, such as order shipped, appointment tomorrow or sign-in code.
- 2
Choose channels and fallback
Pick the first channel for each event and the fallback order, for example WhatsApp, then RCS, then SMS.
- 3
Write and approve templates
Create the WhatsApp templates and SMS or RCS messages for each event, and get WhatsApp templates approved by Meta.
- 4
Connect the API and webhooks
Your system calls the API when the event happens, and delivery webhooks report back what happened on each channel.
- 5
Decide who answers replies
Choose whether a chatbot, an AI agent or a person handles replies, and when bots hand over to agents in the inbox.
Where automation helps, and where people should stay in charge
A good fit when
- You send the same kinds of messages many times a day, such as confirmations, reminders and codes.
- Some customers do not have WhatsApp or data, and you want a message to reach them anyway.
- You want delivery status to update your own systems without manual exports.
- Many incoming questions are routine and could be answered by a bot, with people taking the rest.
Good to know before you start
- Event-triggered messages need an integration on your side through the API, SMPP or webhooks.
- Fallback can mean a customer is charged for, or receives, a message on a different channel; set wait times and order with care.
- WhatsApp messages sent outside the 24-hour service window must use a Meta-approved template, including automated ones.
- Bots and AI agents need clear handover rules; sensitive actions should be reviewed by a person.
Channel fallback, step by step
Send once through the platform or the API. If a step isn't delivered in time, the next channel takes over automatically, and every status comes back in one webhook format.
- 01
WhatsApp
Rich template with buttons, read receipts and replies in the inbox
- 02
RCS
Branded rich card where the handset and operator support RCS
- 03
SMS
Reaches every mobile phone over direct operator routes
- 04
Voice
A spoken code or message when text isn't getting through
Automation questions
How does channel fallback work?
You set an order per use case, such as WhatsApp first, then RCS, then SMS. If the message is not delivered on the first channel, the platform tries the next one. Delivery statuses from every channel come back in one webhook format.
How do I trigger messages from my booking or order system?
Your system calls the REST API with the template and the customer's details when the event happens. There is an OpenAPI spec and a TypeScript SDK, and high-volume senders can use SMPP.
Can delivery status flow back to my systems?
Yes. Webhooks post submitted, sent, delivered, read, failed and rejected events to an endpoint you provide, in the same format for every channel.
Is there a chatbot?
Yes. Flow chatbots handle menus, keywords and lookups, and AI agents powered by BroadNet AI answer free-text questions in English and Arabic. Both hand over to a person in the shared inbox.
Which channels can send automated OTP messages?
WhatsApp with copy-code, one-tap or zero-tap authentication templates, SMS, RCS and voice calls that read the code aloud. You can combine them with fallback.
Can automated messages lead to a human conversation?
Yes. When a customer replies to a notification, the reply arrives in the shared inbox, where a chatbot, an AI agent or a person can answer depending on your rules.
Guides on this topic
- IntegrationMessaging API Integration Guide: REST, SMPP and Webhooks9 min read
- SMS & OTPOTP Messages on WhatsApp and SMS: Security, Delivery and Fraud9 min read
- MarketingAutomated Appointment Reminders on WhatsApp and SMS: A Guide8 min read
- Customer supportWhatsApp Chatbot to Human Handoff: How to Design It Properly8 min read
- MarketingDelivery Notifications for Logistics: WhatsApp and SMS Playbook8 min read
- SMS & OTPWhatsApp vs SMS vs RCS: Which Channel for OTP and Marketing?8 min read
Explore more of the platform
Map your automated messages with our engineers
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