Product•
Designing email and SMS fallback flows
How fallback messaging can help teams improve reachability without making customer communication noisy or hard to debug.
Many customer journeys need more than one channel. A receipt may start as email, an OTP may start as SMS, and a critical account alert may need a fallback if the first channel fails.
Fallbacks should be explicit and observable. Developers need rules for when to retry, when to switch channels, how to avoid duplicate messages, and how to preserve a clear audit trail.
For Dugble, this means thinking about messaging as a workflow instead of a single API call. A good developer experience should make channel selection, fallback rules, and delivery history easy to reason about.