Configure Message Routing

 

This article explains how to configure message routing in myCRMSIM, including:

‣ Channel priority (fallback sequencing)
‣ Concurrent message sending
‣ Channel-specific requirements

Overview

Message routing determines:

‣ Which messaging channels are used (e.g. WhatsApp, SMS, iMessage)
‣ The order in which they are attempted
‣ Whether messages are sent sequentially or simultaneously

The routing behavior is fully controlled by the routing grid configuration.


Section 1: Accessing Message Routing

‣ Navigate to the Messaging Settings in your myCRMSIM dashboard
‣ Locate the Routing Grid
‣ Review the available channels (e.g. WhatsApp, SMS, iMessage, RCS, Twilio)

Section 2: Understanding Routing Logic

2.1 Preferred Channel vs Fallback
A routing setup typically includes:

‣ A preferred channel (first attempt)
‣ One or more fallback channels (used if previous fails)

Example Configuration:

‣ 1st: WhatsApp
‣ 2nd: SMS

System Behaviour:

‣ Attempts WhatsApp first
‣ If unsuccessful, automatically sends via SMS

2.2 Ordered Fallback Sequence
Channels are attempted in the exact order shown in the routing grid.

Example Sequence:

‣ SMS
‣ iMessage
‣ WhatsApp
‣ RCS
‣ Twilio

System Behaviour:

‣ The system moves down the list until:
‣ A message is successfully sent, OR
‣ All options fail

2.3 Concurrent Sends
Channels can be configured to send simultaneously instead of sequentially.

Example Configuration:

‣ WhatsApp + SMS enabled concurrently

System Behaviour:

‣ Sends on both channels at the same time
‣ Maximises delivery reach instantly

Section 3: Channel-Specific Requirements

3.1 WhatsApp

⚠️ Important: WhatsApp and SMS are treated as separate plans

Requirements:

‣ Active WhatsApp plan
‣ Active SMS plan (if using fallback)
‣ SMS-capable device (typically Android in this setup)

Notes:

‣ A single Android device may support both WhatsApp and SMS
‣ The system still treats them as separate channels


3.2 iMessage

iMessage has built-in SMS fallback at the device level.

Key Behaviour:

‣ If iMessage fails, the device automatically sends as SMS

Requirements:

‣ iPhone with iMessage configured correctly

Device Setup Requirement:

‣ Enable “Send as SMS” in iPhone settings

⚠️ Important:

‣ Do NOT add SMS as a fallback in the routing grid when using iMessage
‣ The fallback is handled automatically by the device


Section 4: Common Routing Scenarios

Scenario A: WhatsApp Preferred, SMS Fallback (Most Common)
Configuration:

‣ 1st: WhatsApp
‣ 2nd: SMS

Behaviour:

‣ WhatsApp attempted first
‣ SMS used if WhatsApp fails

Requirements:

‣ WhatsApp plan
‣ SMS plan
‣ SMS-capable device

Scenario B: WhatsApp → iMessage (with automatic SMS fallback)

Configuration:

‣ 1st: WhatsApp
‣ 2nd: iMessage

Behaviour:

‣ WhatsApp attempted first
‣ iMessage used if WhatsApp fails
‣ iMessage falls back to SMS automatically (device-level)

Requirements:

‣ iPhone with iMessage configured
‣ WhatsApp installed (if same device used)
‣ Relevant plans active

Scenario C: Concurrent Delivery (Maximum Reach)

Configuration:

‣ WhatsApp + iMessage enabled concurrently

Behaviour:

‣ Messages sent on both channels simultaneously
‣ iMessage may fall back to SMS if needed

Section 5: Configuration Notes

‣ The routing grid order = exact execution order
‣ Reordering channels changes fallback logic
‣ Concurrent selection changes behaviour from:
‣ Sequential ➝ Parallel sending
‣ Available channels depend on plans attached to the account

Section 6: Implementation Checklist

Before finalising your routing setup:

‣ Decide between:
‣ Sequential fallback OR
‣ Concurrent sending
‣ Confirm available channels:
‣ Check active plans on the account
‣ For WhatsApp + SMS:
‣ Ensure both plans are active
‣ Confirm SMS device capability
‣ For iMessage:
‣ Verify iPhone settings:
‣ iMessage enabled

‣ Send as SMS enabled

‣ Review routing grid order carefully

Summary

‣ Message routing is fully controlled by the routing grid
‣ Order defines fallback sequence
‣ Concurrent selection enables parallel sending
‣ Some channels (like iMessage) include built-in fallback behaviour that should not be duplicated in the grid