A fallback action acts as a "Plan B." If the system attempts to send a letter or SMS to an accountable person and finds that contact information is missing—such as a blank email address or cellphone number—the fallback action ensures the debtor still receives the communication via an alternative method.
Individual Recipient Tracking: Unlike standard actions that focus on the Main Account Holder, the success rate of a Fallback Action is based on each individual recipient.
Targeted Communication: If a message is successfully delivered to one parent but fails for the other, only the recipient who did not receive the message will be included in the fallback communication.
Sequence of Events: Fallback actions are not triggered automatically. The primary action must be sent first; only then will the failed accounts/recipients "fall" into the fallback action for processing.
To set up a fallback action, follow these steps:
Navigate to Configuration > Workflows > Standard.
Locate the specific action in the workflow (e.g., Friendly Reminder day 15).
On the right-hand side of that action, click the dropdown arrow.
Select Add Fallback.
Enter a Description: (e.g., Friendly Reminder Fallback).
Select Action Type: Choose the alternative method (e.g., Send SMS, Letter of Demand, etc.).
Scroll to the bottom and select the specific template you wish to use for this fallback.
Click Save.
The Fallback Action will now be successfully set up and visible beneath your primary action.
If you choose not to use a fallback action, the system follows a "Global Rule":
Main Account Holder Priority: If communication to the main account holder fails, the entire action shows as Failed, even if other recipients received it.
Partial Success: If the main account holder receives the message but others don't, the action shows as Successful.
Note: This Global Rule is overridden once a Fallback Action is implemented.