<p>Beyond connecting channels, you control how Viqal delivers across them — the fallback order, what each channel can carry, and how SMS fallback works.</p><h2>Delivery order</h2><p>Viqal tries channels in order: <strong>WhatsApp → RCS → SMS → Email</strong>. WhatsApp is fixed first; you can reorder RCS, SMS and Email. If a guest can't be reached on one, it steps down to the next.</p><h2>Channel capabilities</h2><p>Channels differ in what they can carry — WhatsApp and RCS support rich content (images, buttons, carousels); SMS is plain text and links; MMS carries images. The template editor warns when a format won't survive a step down — see <a href="https://viqal.featurebase.app/en/help/articles/2763358-templates" data-organization-id="6a33bc15a82bdf790336becb" data-help-center-id="htqasu5hj4x7dfpt" data-slug="2763358-templates" data-article-id="2763358" data-locale="en" data-hash="">Templates</a> (Channels and fallbacks). [RECHECK-AT-FREEZE: confirm the exact capabilities matrix and where delivery settings are configured in V1.]</p><h2>SMS fallback</h2><p>The SMS version is generated automatically from your WhatsApp content; you can switch a template's SMS to <strong>custom</strong> to edit the wording. [RECHECK-AT-FREEZE: confirm the channel delivery settings screen and the auto-SMS-fallback toggle location in V1.]</p>

Control the fallback order, channel capabilities, and SMS fallback.

Channel delivery settings

Guides for setting up Viqal, automating guest messaging, and running your team inbox.

Bram Haenraets

Get set up and sending — connect your property, channels and team.

Getting Started

What Viqal is, your first steps, and how to find your way around.

Welcome to Viqal

Reach out to guests automatically — Guest Journeys, Campaigns, and the Templates they use.

Messaging Automation

Create, manage, translate and get approval for the reusable messages Viqal sends.

Templates

What templates are, the formats, how to create one, variables, and how they adapt across channels.

Creating templates

The template detail view — overview, preview, versions, performance, where it's used.

Managing a template

How translations are created and what the publish review checks before a template goes live.

Reviewing and translating messages

What each status means and how to handle a rejection.

Template approval and why Meta rejects templates

Build the automated, stage-by-stage message journey every guest moves through.

Guest Journey

Send one-off targeted broadcasts to a segment of guests, now or scheduled.

Campaigns

How the AI replies to incoming guest messages — answers, escalation, and active/paused states.

Your AI Operator

Where the AI gets its answers, its personality, web search, and testing.

How the AI answers

When the AI hands a conversation to your team, and what guests see when no one is available.

Escalations and handoff

Live, Existing guests only, and Paused — control how much the AI is doing, account-wide.

When the AI is active vs paused

Handle live conversations yourself — replies, handovers, and what the AI does for you.

Team Inbox

Read, reply, take over from the AI, manage tasks, and use the guest panel.

Using the Inbox

Find and triage conversations — search, the Overdue/Staff-Needed bands, and filters.

Search and filters

Manage guest profiles, stay context, and the data Viqal uses to personalise messages.

Guests & Contacts

What Contacts is, where contacts come from, adding them, the profile, and archiving or removing.

Contacts overview

Search, filter and tag contacts, and act on many at once.

Finding, filtering and bulk actions

Manage marketing consent per channel for each contact.

Consent and opt-in

Set up and manage the channels guests reach you on — WhatsApp, RCS, SMS and email.

Channels

WhatsApp, RCS, SMS and email — the fallback chain, and the two ways to set up WhatsApp.

Connect WhatsApp & your channels

Apply for WhatsApp's Official Business Account badge — requirements, how to apply, and messaging tiers.