Intelligent routing for unified customer experiences
Route messages intelligently across WhatsApp, SMS, RCS, and Voice. One platform. Unified inbox. Dynamic channel selection based on preferences and campaign goals.
- 4 Channels in one platform
- 20% Infrastructure cost reduction
- 100% Delivery with fallbacks
- 60% Traffic to top channel
Everything you need to orchestrate channels
Routing, fallback, a unified inbox and a single API — so the right message reaches every customer on the right channel, every time.
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Intelligent routing engine
Send to one destination and Telinfy picks the right channel for each recipient — automatically, message by message.
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Automatic fallback
Set a channel chain and if the first attempt fails, delivery cascades to the next — so the message always lands.
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Unified team inbox
Every WhatsApp, RCS, SMS and voice conversation lands in one shared inbox, with routing, tags, notes and quick replies.
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Channel preference detection
Reach each customer where they actually respond, learning preferred and most-engaged channels over time.
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Cost-aware delivery
Balance reach against spend by routing to the most economical channel that still meets each campaign’s goal.
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Cross-channel analytics
Track delivery, reads and replies across every channel in one dashboard, and export it all for deeper analysis.
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One API, every channel
Integrate once and reach WhatsApp, RCS, SMS and voice through a single, well-documented REST API.
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Rules & automation
Define routing by segment, message type, time and trigger, then let journeys fire automatically from your systems.
Routing that works the way you want
Reach people where they respond, spend less getting there, and never let a critical message slip through.
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Preference-first routing
Reach each customer on the channel they actually use and respond to, instead of forcing everyone down one pipe.
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Cost-smart delivery
Automatically pick the most economical channel that still lands the message, trimming spend without losing reach.
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Guaranteed fallback
Chain channels so a failed send retries on the next one — turning best-effort delivery into a near-certainty.
Multi-channel that fits how your business communicates
Whatever you send, intelligent routing turns four separate channels into one dependable conversation.
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E-commerce & Retail
Order updates on WhatsApp, rich promos on RCS, OTPs on SMS — orchestrated from one flow with fallback built in.
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Banking & Finance
Send OTPs and alerts that fall back from one channel to the next, so time-critical messages reach 100% of customers.
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Healthcare
Escalate appointment reminders across channels until they’re confirmed, without adding work for front-desk staff.
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Travel & Hospitality
Deliver booking and itinerary updates on each traveller’s preferred channel, with voice as a last-mile backup.
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Logistics & Delivery
Notify recipients ahead of arrival and fall back to a voice call when a text goes unread, so deliveries land first time.
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Government & Public Services
Broadcast advisories across every channel at once to maximise reach when a message simply has to get through.
Insurance company cuts costs 20% with intelligent routing
A major insurance provider implemented intelligent multi-channel routing across WhatsApp, SMS, and voice. By automatically selecting the most cost-effective channel for each message type while maintaining 100% delivery through fallbacks, they reduced infrastructure costs by 20% while improving customer satisfaction.
infrastructure costs
Set up multi-channel routing in 20 minutes
- 1 Define channel priorities per message type
- 2 Configure fallback chain and timing
- 3 Set up routing rules per segment
- 4 Test multi-channel flow end-to-end
- 5 Monitor channel performance and optimize
Multi-channel routing, answered
What is multi-channel intelligent routing?
It lets you send one message and have Telinfy automatically choose the best channel — WhatsApp, RCS, SMS or voice — for each recipient, based on your rules, their preference, cost and real-time delivery signals.
How does automatic fallback work?
You define a channel chain, for example RCS → WhatsApp → SMS. If a message fails or goes undelivered on the first channel, Telinfy retries on the next one automatically until it lands, so delivery approaches 100%.
Can I reach every channel from one API?
Yes. A single, well-documented REST API and one shared inbox cover WhatsApp Business API, RCS, SMS and voice — integrate once and orchestrate all of them.
How does Telinfy decide which channel to use?
By the rules you set: customer preference, message type, cost targets and live delivery feedback. You stay in control, and the engine optimises within the limits you define.
Will routing actually lower my messaging costs?
Usually, yes. Automatically sending each message over the cheapest channel that still meets the goal cuts spend without sacrificing reach — many teams see a meaningful drop in infrastructure cost.
Is there a single inbox for all channels?
Yes. Conversations from every channel thread into one shared team inbox with routing, assignment, tags, notes and quick replies, so your team works from a single view.
Which channels are supported?
WhatsApp Business API, RCS and SMS for messaging, plus voice for calls and IVR — with SMS available as a universal fallback everywhere.
Can I see performance across channels?
Absolutely. One analytics dashboard reports delivery, reads, replies and channel mix across all of your messaging, and everything exports cleanly for deeper analysis.
