How do I send users to another channel when the provider rejects their SMS or WhatsApp message?

Turn on the rejection branch in the journey element. It's available in the SMS (including RCS), WhatsApp, LINE, and Facebook Messenger elements.

1. In the element settings, turn on Branch when the provider rejects the message.
2. Save the element.
3. On the canvas, connect the Rejected by provider branch to the next element, for example a push or email step.

When a user goes to this branch: the provider refuses the message at sending, or (for SMS and WhatsApp) a later delivery report marks it as failed or undelivered. For example, WhatsApp refuses a message to a user who hasn't written to you in the last 24 hours. Errors that Pushwoosh retries don't lead to this branch.

How long the element waits:

• With quick reply buttons: a rejected message goes to Rejected by provider at once; other users wait for a tap.
• With a delivery split (SMS): the element waits for the time set there.
• Otherwise: the element holds the user for up to 1 hour (Wait for refusal: 1 hour on the canvas). If the message isn't rejected in that time, the user continues through Sent.

If the Rejected by provider arrow isn't connected, rejected users follow the element's other branches. Turning the setting off removes the branch and its arrow.

Learn more: Branch when the provider rejects the message