This article explains what Fallback Actions are in Fease, how they work, and how to configure them to ensure debtors still receive communication when primary delivery methods fail.

What is a Fallback Action?

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.

How do Fallback Actions work?

• 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 or recipients fall into the Fallback Action for processing.

How do I set up a Fallback Action?

1. Navigate to Configuration > Workflows > Standard.

2. Locate the specific action in the workflow (e.g., Friendly Reminder day 15).

3. Click the dropdown arrow on the right-hand side of that action.

4. Select Add Fallback.

5. Enter a Description (e.g., Friendly Reminder Fallback).

6. Select an Action Type — choose the alternative delivery method (e.g., Send SMS, Letter of Demand).

7. Scroll to the bottom and select the specific template to use for this fallback.

8. Click Save.

The Fallback Action will now be set up and visible beneath your primary action in the workflow.

What is the Global Rule and how does it apply without a Fallback Action?

If you choose not to use a Fallback Action, the system follows a Global Rule to determine the status of a communication action:

• Main account holder priority: If communication to the main account holder fails, the entire action shows as Failed — even if other recipients received it successfully.

• Partial success: If the main account holder receives the message but other recipients do not, the action shows as Successful.

• Important: The Global Rule is overridden once a Fallback Action is implemented, at which point individual recipient tracking applies instead.

Frequently asked questions

When does a Fallback Action get triggered?

A Fallback Action is not triggered automatically. The primary action must be sent first. Only accounts or recipients where delivery failed will then move into the Fallback Action for processing.

If one parent receives the message but the other doesn't, will the fallback still send?

Yes. Fallback Actions track each recipient individually. Only the recipient who did not receive the original message will be included in the fallback communication.

Where do I find the option to add a Fallback Action?

Navigate to Configuration > Workflows > Standard, locate the relevant action, and click the dropdown arrow on the right-hand side of that action. You will see the Add Fallback option there.

What happens to the action status if the main account holder's message fails and there is no fallback set up?

Without a Fallback Action, the Global Rule applies — if the main account holder does not receive the message, the entire action is marked as Failed, regardless of whether other recipients received it.

Can I use a different communication method for the fallback than the primary action?

Yes. When setting up a Fallback Action, you can select a different Action Type — for example, sending an SMS as a fallback when the primary action was an email or Letter of Demand.