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Branch

Automatically branch into the best messaging channel to achieve your goals.

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Branch is a feature of the the Enterprise Communications API that allows you to choose what channels to try to deliver a message through, and what preference order to try them.

Branch lets you create the most effective communication strategies, whether your channel preferences are to reduce costs or maximise engagement.

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Branch works by trying channels in a priority order for each message sent, trying to send to the highest priority channel. If a customer isn't registered on a channel, such as Messenger, then the channel is skipped and the next channel tried.

Example

  1. Try to send the message to a user through my app first.
  2. If they‘re not an app user send the message to Messenger.
  3. If I can’t reach them through Messenger, send an SMS.

Branch supports any messaging channel that is currently available through the Enterprise Communications API. The most commonly used channels today are SMS, Messenger and App messaging into your own app. As new messaging channels become available we add them to our messaging bench.

Each channel in a Branch rule set may require a different addressing field, such as a Messenger ID, in order to identify the customer on that channel. When sending, pass as much addressing data as you have in order to help Branch use the selected channels, otherwise Branch has to skip the channel.

Set up Branch rules

To setup or modify a Branch rule:

  1. Log in to the CPaaS Portal.

  2. Expand the Hub section of the left hand menu and select Branch.


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  3. You see any existing Branch rule sets shown as individual sections, which you can choose to edit or remove. To create a new Branch rule set, select Create new rule.

  4. For Branch Name, enter a descriptive name for your rule set.


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  5. Expand the Channel No.1 drop-down menu and select the channel you want. To add another channel to the Branch rule, select Add new channel.
    Ensure that the order of the selected channels is in priority order, with the highest priority being the top most item.

  6. Select Save.

  7. You see a summary of your rule sets. Copy the ID for the rule set for use with the Enterprise Communications API when sending messages.


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Get started with Branch

Learn more about sending using Branch.

Updated 7 months ago