Title: What is Failover?

URL: https://www.infobip.com/glossary/failover

Failover is a reliability feature that redirects a message to another communication channel when the primary one fails. It acts as a ready backup path, helping ensure important notifications still reach the user even if a channel is slow, unavailable, or temporarily offline.

## How it works

When a system detects that a message was not delivered, it triggers a sequence that sends the same message through an alternative channel such as SMS, WhatsApp, email, or push notification. This process is automatic and happens after a defined timeout or delivery status check.

In Infobip's Customer Engagement Solution, failovers are easy to set up. You choose the primary channel, set fallback timing, and define a secondary channel. This improves reachability for customers who switch networks, lose data coverage, or have inconsistent connectivity.

Example: A user has no mobile data but still has a cellular signal. If a WhatsApp message cannot be delivered, the system sends the same message via SMS so the user still receives it.

### Failover flowchart

Primary channel attempted → Delivery fails or times out → System activates failover

→ Message sent via secondary channel → Delivery confirmed

## Failover vs backup

A backup is a saved copy of data for later recovery. Failover is an active switch to a working path so communication continues without interruption.

In short: backup restores, failover redirects.

## Failover vs disaster recovery

Failover handles everyday communication issues like a channel outage or local network failure.

Disaster recovery addresses major incidents that impact entire systems or infrastructure.

Failover keeps operations running in the moment; disaster recovery focuses on rebuilding after a large failure.

## Why it matters

Failover prevents message loss, increases delivery success, and supports a consistent customer experience across regions, devices, and channels. It ensures operations continue smoothly, even when conditions change.

## FAQs about failover

<accordion>
<accordion-item title="What is a failover message?">
A failover message is a backup message sent through a secondary channel when the primary channel cannot deliver. It ensures the user still receives the notification without manual resending.
</accordion-item>
<accordion-item title="Why is failover important in communication workflows?">
It protects delivery rates by preventing message loss. If a channel is slow, unavailable, or blocked, failover keeps the conversation going through another reliable path.
</accordion-item>
<accordion-item title="Which channels can be used for failover?">
Failover can move between many channels, including SMS, WhatsApp, email, voice, and push notifications. The exact channels depend on the platform and the customer’s connectivity.
</accordion-item>
<accordion-item title="How fast does failover activate?">
Activation timing depends on the workflow setup. Systems trigger failover after a delivery failure or a defined timeout so the backup message is not delayed unnecessarily.
</accordion-item>
<accordion-item title="Does failover affect user experience?">
Yes, in a positive way. Users receive important messages even if one channel is not available. This reduces frustration, improves reliability, and supports successful customer journeys.
</accordion-item>
<accordion-item title="Is failover the same as resending a message?">
No. Resending happens on the same channel. Failover switches to a different channel to improve the chance of successful delivery.
</accordion-item>
<accordion-item title="Can businesses choose their failover channel?">
Yes. Most communication platforms allow businesses to configure which channel to use as a backup, based on audience habits or availability.
</accordion-item>
<accordion-item title="How does failover help in global communication?">
Connectivity varies across regions. Failover ensures messages reach users despite local network issues, roaming constraints, or limited data coverage.
</accordion-item>
</accordion>