Most guests are reachable on more than one channel. Channel preferences decide which one a campaign uses, and in what order it falls back when the first is not available.
This is set per campaign, so a check-in reminder and a marketing offer can behave completely differently.
In this example, Bookboost tries WhatsApp first. If the guest cannot be reached there, it tries email, and then SMS. Each guest gets one message, on the first channel that works, not one on each.
Changing the order
Drag a channel up or down the list. The order is the order Bookboost tries.
The order is worth thinking about rather than accepting. Putting WhatsApp above email costs more per message and needs an approved template, but reaches guests who never open email. Putting SMS at the bottom means it only ever picks up the guests the other two missed.
Prioritise guests' channel preference
Turning this on means a guest who has stated a preferred channel is reached on that channel first, whatever your order says. Your order still applies to everyone who has not expressed a preference, and as the fallback if their preferred channel fails.
It is worth leaving on. A guest who told you how they want to be contacted has given you the most reliable signal you will get.
Leaving a channel out
Toggle Active off to remove a channel from the campaign entirely. It is then never tried, even for guests who are only reachable there.
Those guests receive nothing. Switching off a channel does not push them onto another one. If SMS is your only route to a guest and SMS is inactive, that guest is not in the send.
Choosing which connection to send from
Where your account has more than one connection on a channel, for example two WhatsApp numbers, you can pick which one the campaign sends from.
What this does not do
It does not send on every channel. One message per guest, on the first channel that works.
It does not override consent. A guest who has not consented on a channel is not reached there, wherever it sits in the order.
It does not apply across your account. Preferences belong to the campaign, so changing one campaign changes nothing else.
It does not guarantee delivery. Being reachable on a channel is not the same as the message arriving. Country restrictions and template limits still apply.
What to do next
Whether a guest counts as reachable depends on the data on their profile and their consent. See Audience filters: reachability.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email support@bookboost.io.