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Telvanta
RELIABILITY

Conversations
Should Never Stop.
We've Got a Plan B.

Telvanta Fallback Rules automatically switch channels, agents or teams when conversations fail, time out or get stuck—so your customers always get a response.

  • Smart fallback for every failure scenario
  • Auto switch channel or route to best agent
  • Minimize response time & conversation drops
  • Custom rules with priorities & conditions
  • Real-time alerts, logs & performance tracking
Explore Pricing
A fallback rule builder showing a failed WhatsApp delivery escalating through SMS and a live agent, beside the conditions, timeouts and retries that drove each step.
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Reliable conversations across all channels

WhatsAppInstagramFacebookLive ChatEmailSMSVoice CallsTelegramMore

Be ready for anything. Fail-safe by design.

Multi-Level Fallback

Define multiple fallback steps across channels, agents & queues.

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Smart Channel Switch

Auto switch to the next best channel if the current one fails or is not delivered.

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Agent & Queue Fallback

Route to the next available agent or queue based on skills, workload & SLA.

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Time & Condition Based

Set timeouts, retries and conditions for every step of the conversation.

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Notifications & Alerts

Instant alerts via email, SMS or in-app when fallback happens.

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Analytics & Insights

Track failures, fallback rate and improve your workflows continuously.

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Triggers such as no agent available, agent no answer, queue timeout, delivery failed, a failed bot conversation and customer inactivity feeding a One Brain reliability engine that switches channel, routes to an agent or queue, notifies the customer or admin, or creates a ticket.
THE TELVANTA DIFFERENCE

One Brain. Zero Dead Ends.

Fallback Rules are powered by Telvanta's One Brain—our unified memory and intelligence layer. We understand the context, intent and history to make the best next move when things don't go as planned.

  • 360° customer context across channels
  • AI recommends the best fallback action
  • Unified logs & audit trail
  • Reduce conversation drop rate
  • Higher CSAT & customer trust

How Fallback Rules work

1. Detect

System detects a failure or conversation issue.

2. Evaluate

Evaluate the rule conditions and priority.

3. Execute Fallback

Take the best fallback action automatically.

4. Continue Conversation

Customer is connected via the best available path.

5. Learn & Improve

Track results and refine rules for better reliability.

Built for every team

Customer Support

Ensure customers always get a response.

Sales Teams

Never miss a lead due to unanswered conversations.

Contact Centers

Maintain service levels even during high volumes.

Marketing Teams

Keep campaigns and journeys reliable.

IT & Operations

Monitor, manage and improve conversation reliability.

Seamless integrations

SalesforceHubSpotZoho CRMFreshdesk
PipedriveGoogle AnalyticsMicrosoft TeamsSlack
+ More Integrations

Enterprise-grade security & reliability

End-to-end Encryption
Role-based Access
GDPR Compliant
Secure Data Centers
99.9% Platform Uptime

Always a Plan B. Always a Happy Customer.

Build resilient conversations with smart Fallback Rules and deliver seamless experiences, every time.

  • No credit card required