▪️Activity: Best Channel

The Best Channel feature in the Campaign Flow Builder introduces intelligent channel selection for user communications. It allows you to choose the most suitable communication channel for each user, based on operator-defined priorities and platform/user eligibility. Supported channels include Email, Popup, Push, Viber, SMS, WhatsApp, Inbox, IVR, Custom IM, and Telegram.

BO: Best Channel in Campagin Flow

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How It Works

At the core of this functionality is the Best Channel activity, a logic component within the flow builder that evaluates all defined channels and determines which ones are eligible for communication. It does not send messages itself but acts as a decision point that routes users to the appropriate communication activity.

Before a channel is considered eligible, the system performs three key checks:

• Communication hours: Ensures the channel is allowed at the current time.

• Opt-out status: Verifies the user is not opted out of the channel.

• Caps status: Confirms the user has not exceeded their communication limits.

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Configuration

To use the Best Channel feature, operators must configure two key elements: priority and approach.

BO: Best Channel setup in Campaign flow builder

Priority

Priority defines the order in which channels are evaluated for eligibility. Operators can specify a first and second priority by default and add more levels depending on the number of channels they wish to include. Each priority level is selected from a dropdown containing all supported channel types.

Note: Each channel type can only appear once across all priority levels. Duplicate entries are not allowed.

Approach

The approach determines how the system sends communications once eligible channels are identified. Operators can choose between two modes:

• Send to the First Available Channel: The system sends the communication via the first eligible channel based on the defined priority. Once sent, all other channels are ignored.

• Send to All Available Channels: The system sends the communication via every eligible channel. Priority still defines the order in which channels are evaluated and sent.

When you finish with the setup of the Best Channel activity you must also linked it to individual channel that were included in the configuration.

BO: Best Channel connections in Campaign flow builder

Use case example of Best Channel

1. Add Best Channel to your journey flow.

2. In the configuration, choose “Send to the first available channel.”

3. Select your preferred channels (e.g., Telegram, Viber, SMS) and assign priorities—1 for Telegram, 2 for Viber, 3 for SMS.

4. Save the activity.

5. Connect the Best Channel activity to three separate communication activities, each corresponding to one of the selected channels.

• For each, define the specific message asset.

• Set caps, opt-out rules, and communication hours as needed.

When the campaign is triggered and reaches the Best Channel activity:

• It first attempts to send via the highest-priority channel (Telegram).

• Lets imagine that the user is opted out from Telegram, so the system automatically tries the next available channel (Viber).

• Viber is available for the user, so the message is sent.

• Since the “send to first available channel” option was selected, the system stops checking further channels since a successful delivery was made and SMS (priority 3) is skipped.

Note: If the “Send to all available channels” option was selected, the SMS asset would also be attempted, regardless of whether earlier channels succeeded or not, ensuring all eligible messages are sent across the configured paths.