In Mercu, there are multiple ways in which your team members can receive communications.

For most customers, WhatsApp is the default channel of delivery for all entry messages (including those accounts on Hybrid).

However, we have implemented SMS fallback to ensure maximum delivery coverage across all of your team members. What this means is that your team members will continue to receive your communications via SMS, even if they don't have WhatsApp (or your chosen default channel).

While your messages will be visible via SMS, Mercu is best experienced on WhatsApp, meaning features like our AI Assistant will not be accessible.

You can view delivery channels by opening an existing campaign, and navigating to the 'Enrolled' tab. The 'Channel' column will display the medium through which your campaign was delivered.

You can easily identify which of your team members cannot receive WhatsApp messages by navigating to the 'People' screen and clicking on the 'SMS Only' filter item.