[Alpha] How to configure secondary channel sending in Blip

1. Context

2. Available channel combinations

3. How the feature works

4. Configuration step-by-step

5. Using variables in the secondary channel message

6. Channel-specific limitations and rules

7. Sending window and billing

8. Tips and Frequently Asked Questions (FAQ)

Context

Secondary channel sending provides a second delivery attempt for active messages sent on the platform. If the message is not delivered through the primary channel within the time limit, the system automatically sends the content through an alternative channel to the same contact.

In addition to SMS, RCS can also be used as a secondary channel when the primary channel is WhatsApp. This feature is recommended for critical campaigns, such as promotions, urgent notifications, reminders, and status updates, increasing the chances of reaching the audience.

Before you begin

• Version: Feature in Alpha phase.

• Contracted channels: The secondary channel (RCS or SMS) must be contracted and configured in the Blip account, in addition to the primary channel.

• Access permissions: Have permission to access the Growth module, in the Active messages area.

• Chatbot flow: If responses are directed to a Smart Contact, the flow must contain at least one human support block.

• API notice: This guide describes how to use the feature through the platform dashboard. To use it through the API, see the technical documentation in Blip Help.

Available channel combinations

The available secondary channel varies according to the primary channel selected for the send:

How the feature works

• Channel selection: Select the primary channel and enable secondary channel sending when creating the send.

• Message configuration: Configure the primary channel message and the secondary channel message independently. Each channel has its own rules, limits, and formats.

• Response routing: Define where the responses received through each channel configured for the send should be directed.

• Delivery monitoring: The system monitors delivery confirmation on the primary channel for a period of 30 minutes.

• Secondary send activation: After 30 minutes without delivery confirmation on the primary channel, the message is automatically sent through the secondary channel.

• Billing: Sending through the secondary channel incurs charges according to the costs and rules contracted for that specific channel on the account.

Configuration step-by-step

Step 1 — Choose the primary and secondary channels

1. Access the Growth module in the platform menu.

2. In the side menu, click Active messages and select Create send.

3. In the Choose the primary channel section, select the desired channel for the initial send: WhatsApp or Rich Communication Services (RCS).

4. In the Secondary channel sending section, enable the selection toggle.

   • Important: While the secondary channel sending toggle is disabled, the secondary channel selection options remain locked.

5. Select the desired secondary channel from the list of options displayed.

6. Click the Continue button.

Step 2 — Define the send type and audience

1. In the Send type section, select the desired Send mode (for example: Bulk).

2. In the Audience management section, select the method for defining the contacts who will receive the send:

Step 3 — Configure the messages

When secondary channel sending is active, the Message configuration section displays two tabs: Primary channel and Secondary channel. Configure the content in both tabs.

1. In the Primary channel tab:

   • For the WhatsApp message template: enter the Template name, select the Language, and click Select template.

   • For Direct send message: enter the message text in the indicated field.

   • Complete the template variable fields, if they exist in the selected template.

2. In the Secondary channel tab:

   • For RCS: Enter the text message according to the channel's specifications and rules.

   • For SMS: enter the message text while respecting the character limit, and track the count using the interface's character counter.

   • Important: The secondary channel message operates independently from the primary channel. Adapt the language and message length to the limits of the secondary channel.

Step 4 — Define send routing

1. In the Send routing section, define where recipients' responses should be directed for each configured channel (for example, one rule for WhatsApp and another for Google RCS).

2. For each channel, choose one of the following destination options:

   • Smart Contact: directs the response to a specific block in the conversation flow. Select the chatbot in Smart Contact list and the destination block in Attached block list.

   • AI Smart Contact: directs the response directly to an AI Agent.

   • Human Support: directs the response directly to the queue of a specific human agent.

   • Attention: You must configure routing for all channels in the send, ensuring that users who respond through the secondary channel receive the appropriate support.

Step 5 — Adjust final parameters and send

1. In the Send settings section, enter the campaign name in the Send name field. If the field remains empty, the system will automatically assign a random name.

2. Add Tags for identification, if necessary. Each tag can contain a maximum of 50 characters and must not contain special characters.

3. In the Send type section, choose between immediate sending or scheduling for a future date and time.

4. Click the Send button.

Using variables in the secondary channel message

The message configured for the secondary channel supports the inclusion of variables to personalize the text. The variable syntax in the secondary channel message must follow the format of the primary channel selected for the send:

• RCS → SMS fallback: When the primary channel is RCS, use the RCS variable syntax: ${contact.extras.nome}.

  • Example: Hello ${contact.extras.nome}, your message with a variable

• WhatsApp → SMS fallback: When the primary channel is WhatsApp, use WhatsApp's numeric positional syntax: {{0}}.

  • Example: Hello {{0}}, your message with a variable

• WhatsApp → RCS fallback: When the primary channel is WhatsApp and the secondary channel is RCS, use WhatsApp's numeric positional syntax: {{0}}.

Attention: Using an incorrect variable format (such as using {{0}} when the primary channel is RCS) will prevent the system from replacing the code, displaying the variable's literal text in the message delivered to the contact.

Character count with variables in SMS

The interface's character counter counts the variable code as written (such as ${contact.extras.nome} or {{0}}) and not the actual final value filled in for the contact.

• Plain text: 160-character limit.

• Text with accents or special characters: 70-character limit.

The limit applies to the final text sent. Contacts with longer data (such as compound names) may exceed the limit established in the final send, even if the structure displayed in the dashboard is within the count. Leave a safety margin when creating messages with SMS variables.

Channel-specific limitations and rules

SMS

SMS billing varies according to the message length and text type. Even if the message exceeds the limit (because of a variable or longer text), it is sent in full, but is billed as multiple messages.

Plain text (160-character limit)

Text with special characters (70-character limit)

Attention: Pay attention to the length of variables, as they may increase the total character count and raise the cost of the send. To learn more about sending SMS, access this article in Blip Help

RCS

• The send follows the sending rules, format validation, and prior approvals required by the RCS channel.

• The recipient must have a mobile device and mobile carrier compatible with RCS technology to receive the message.

To learn more about sending RCS messages, access this article in Blip Help

Sending window and billing

• The secondary send is automatically triggered after 30 minutes have passed without delivery confirmation on the primary channel.

• If delivery confirmation on the primary channel occurs within the 30-minute window, the secondary send is canceled.

• The secondary send is performed only once per contact.

Cost and billing

• Activating the secondary channel is optional and incurs additional costs. Each message sent through the secondary channel is billed based on:

  1. Prior contracting of the secondary channel (RCS or SMS).

  2. Telecommunications carrier rates, when applicable.

  3. Total volume of messages sent through the secondary channel.

Tips and Frequently Asked Questions (FAQ)

Does enabling secondary channel sending increase the cost of my campaign?

It may. Charges apply only to messages actually sent through the secondary channel. If all contacts receive the message through the primary channel within the 30-minute window, the secondary channel is not activated and there are no additional costs.

Which channel combinations can I use?

When WhatsApp is selected as the primary channel, the secondary channel can be RCS or SMS. When RCS is selected as the primary channel, the secondary channel can only be SMS.

Can I choose more than one secondary channel?

No. Each send allows only one secondary channel to be configured.

Can I use the same message from the primary channel on the secondary channel?

It is not recommended. Each channel has different restrictions and formats. WhatsApp supports up to 4,096 characters with formatting, while SMS is limited to 160 characters in plain text. Adapt the text to each channel's specifications.

Do I need to configure routing for the secondary channel?

Yes. Each channel has its own routing rule to ensure that responses received through the secondary channel are correctly directed to the support flow.

Does secondary channel sending work for individual and bulk sends?

Yes. The feature is available for both send modes.

Can I schedule a send with secondary channel sending?

Yes. Choose between immediate sending or scheduling in the Send settings menu. The secondary channel will be activated 30 minutes after the scheduled initial send if primary delivery is not confirmed.

What if the message is delivered but the contact does not read it?

The system validates the delivery confirmation sent by Meta's servers or telecommunications carriers. If delivery confirmation is recorded, the secondary channel is not activated, regardless of whether the recipient reads the message.

Can I use variables in the secondary channel message?

Yes. Make sure to use the variable syntax corresponding to the primary channel selected for the send.

Is there a monthly limit on messages sent through the secondary channel?

There is no limit on the feature, but accumulated costs are billed according to the contract for the channels used.

What happens to previous sends if I disable secondary channel sending?

Sends that have already been performed are not affected. Settings are saved individually for each campaign.

Can I disable secondary channel sending for a scheduled campaign?

Yes, by pausing or canceling the campaign before the initial send. After the initial send is executed, the secondary flow follows the defined configuration.
 

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