Configure Message Routing

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

• Which messaging channels are used (SMS, iMessage, WhatsApp, RCS, and Twilio).
• The order in which channels are attempted.
• Whether messages are sent sequentially or simultaneously.

1. Log in to your myCRMSIM Dashboard.
2. Navigate to Subaccount SIM.
3. Locate the required Subaccount.
4. Under the Message Routing column, click the Settings (⚙️) icon.

If a row doesn't send successfully, the next row is automatically attempted.

Channels selected within the same row are sent in parallel (at the same time).

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

• Attempts WhatsApp first.
• If unsuccessful, automatically sends via SMS.

Primary

• WhatsApp

• SMS

• iMessage

• RCS

• Twilio

The system moves down the rows until:

• A message is successfully sent, OR
• All routing options fail.

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

⚠️ Important: WhatsApp and SMS are treated as separate plans.

• Active WhatsApp plan.
• Active SMS plan (if using fallback).
• SMS-capable device (typically Android).

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

• If iMessage fails, the device automatically sends the message as SMS.

• iPhone with iMessage configured correctly.

⚠️ Important
Do NOT add SMS as a fallback in the routing grid when using iMessage.
The SMS fallback is handled automatically by the iPhone.

Primary

• WhatsApp is attempted first.
• SMS is used if WhatsApp fails.

• WhatsApp plan.
• SMS plan.
• SMS-capable device.

Primary

• WhatsApp is attempted first.
• iMessage is attempted if WhatsApp fails.
• If iMessage cannot be delivered, the iPhone automatically falls back to SMS.

• iPhone with iMessage configured.
• WhatsApp installed (if using the same device).
• Relevant plans active.

Primary

• Both channels send simultaneously.
• iMessage may automatically fall back to SMS if required.

1. Review the selected channels.
2. Verify the fallback order.
3. Confirm any concurrent rows.
4. Click Save to apply the routing configuration.

• The routing grid row order is the exact execution order.
• Reordering rows changes the fallback logic.
• Selecting multiple channels in the same row changes the behaviour from sequential to parallel sending.
• Available channels depend on the subscriptions and plans attached to the account.

• Sequential fallback, OR
• Concurrent sending.

• Check the active plans attached to the account.

• Ensure both plans are active.
• Confirm SMS device capability.

• iMessage enabled.
• Send as SMS enabled.

• Review the routing grid carefully.
• Click Save.

• Message Routing is fully controlled by the Message Routing grid.
• Rows define the fallback sequence.
• Multiple channels selected within the same row are sent simultaneously.
• iMessage includes built-in SMS fallback at the device level and should not have SMS duplicated as a fallback in the routing grid.