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Multi-Channel Notification Fallback Workflows

docs/guides/use-cases/multi-channel-fallback.mdx

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Build multi-channel fallback workflows in Novu by chaining channel steps with delay and condition logic. A common pattern sends an in-app notification first, waits 24 hours, then sends email or SMS if the message remains unread.

How do I build an in-app to email fallback workflow?

  1. Add an in-app step as the first channel step.
  2. Add a delay step (for example, 24 hours).
  3. Add a step condition that checks whether the in-app notification was read.
  4. Add an email step (or SMS step) that runs only when the condition is met.

See step conditions for filtering steps based on subscriber state.

Example fallback flow

<Steps> <Step title="Send in-app notification"> Deliver the alert to the subscriber's Inbox immediately. </Step> <Step title="Wait 24 hours"> Use a [delay step](/platform/workflow/add-and-configure-steps/configure-action-steps/delay) to pause before the fallback. </Step> <Step title="Check if unread"> Apply a step condition so the email step runs only when the in-app message is still unread. </Step> <Step title="Send email fallback"> Deliver the same content through the subscriber's email integration. </Step> </Steps>

How do I route VIP subscribers to SMS?

Use step conditions with subscriber metadata. If subscriber.data.tier === 'vip', route to an SMS step; otherwise use email.

Pass tier data when creating or updating the subscriber, or inline when triggering the workflow.

Frequently asked questions

<AccordionGroup> <Accordion title="Can I fallback from email to SMS?"> Yes. Chain any channel steps with delays and conditions. Ensure the subscriber has the required contact fields and integrations configured for each channel. </Accordion> <Accordion title="How do I respect subscriber channel preferences?"> Novu applies subscriber [preferences](/platform/concepts/preferences) automatically. Subscribers who opt out of a channel will not receive messages on that channel even if the workflow includes the step. </Accordion> </AccordionGroup>