By default, WaitWell includes a backup (failover) mechanism for communication templates. If a template is configured to send via only email or only SMS, but a customer does not have that contact method on file, the system will automatically attempt to send the message using the customer's available contact method instead.
For example, if a template is set to send by SMS only, but a customer only has an email address on file, the system would normally send the message via email as a fallback. Enabling this setting disables that behavior entirely — if the customer does not have the required contact method, the message will not send at all.
Enabling This Setting
This setting is found under Communication > General in the Staff App.
In the Staff App, navigate to Communication > General.
Locate the "Disable the Sending of Messages Using Backup Method" setting.
Check the box to enable the setting.
Save your changes.
Note: Once enabled, this setting applies globally to all communication templates at that location. Messages will only send if the customer has the contact method required by the template's configuration.