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# How to Enable and Customize Message Delivery via WhatsApp or SMS

Releasit now lets you decide how your store communicates with customers: **via WhatsApp, SMS, or both**. You can choose your preferred channel and set fallback rules to make sure every message reaches your customer.

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Follow this guide to enable and customize your messaging preferences.

### Step 1 – Open your App

* Go to Settings & Integrations section

![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_116sqwq.png =800x471)
### Step 2 - Click on General and scroll down to the Messaging Channel Preferences

![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_prva2e.png =800x467)
![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_14km468.png =800x467)
### Step 3 - Select you Messaging Channel of Preference

![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_16xzfx4.png =800x126)
### Step 4 – Activate OTP and Enable Abandoned Carts
For your customers to receive confirmation messages, it is necessary to activate these functions within the application.
* **Activate OTP (One-Time Passwords):**
Go to the **Fraud Prevention** section and, under **User Verification**, enable the option to send verification codes to your customers via WhatsApp or SMS. This ensures that the validation is carried out quickly and reliably.
![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_1uovwlj.png =800x558)
* **Enable Abandoned Carts:**
Go to the **Sales Booster** section and, under **Abandoned Cart**, enable the **Abandoned Payments** feature so that customers who left products without completing their purchase receive automatic reminders. You can choose the delivery channel: WhatsApp, SMS, or fallback (WhatsApp with SMS backup).
![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_jz5x4x.png =800x518)
### Step 5 - Configure your SMS/ Whatsaap messages

* Go to the Delivery Success section and click on SMS/WhatsApp

![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_1zj6ii.png =800x461)

* Here you will find everything you need to know about how SMS/Whatsaap works


![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_lx58gc.png =800x471)
### Step 6 - Scroll down and enable/disable your SMS automations

![](https://storage.crisp.chat/users/helpdesk/website/-/9/5/6/c/956ccd10099b2000/image_z277fz.png =800x550)
## ${color}[#000000](Frequently Asked Questions)

**1. What functionalities are covered by the new SMS/WhatsApp messaging?**
The update integrates three main flows:
* **OTP (One-Time Passwords):** instant verification codes to validate identity or payments.
* **Abandoned Carts:** automatic reminders to recover sales from customers who didn’t complete their purchase.
* **Order Updates:** order confirmation, shipping notification, and out-for-delivery alert.

**2. What channels can I use to send these messages?**
You have three sending options:
* WhatsApp only
* SMS only
* WhatsApp with fallback to SMS (the system first tries WhatsApp, and if it fails, it automatically resends via SMS).

**3. What exactly does “fallback” mean?**
Fallback is a backup system. If a message cannot be delivered via WhatsApp, it is automatically sent via SMS.
Important: fallback only works from WhatsApp to SMS, never the other way around.

**4. How do I configure each flow?**
In the app, each flow has its own section inside the **Balance component**:
* **OTP:** in *Fraud Prevention → User Verification*.
* **Abandoned Carts:** in *Sales Booster → Abandoned Cart*.
* **Order Updates:** in *Delivery Success (SMS/WhatsApp)*.

**5. What is the fallback wait time?**
* **OTP:** 30 seconds (minimum required for Telesign integration).
* **Abandoned Carts and Order Updates:** 5 minutes before resending via SMS.

### Need Help?
If you have any questions or problems with the feature don't hesitate and contact us!