01The problem
Customers find out about a failed payment, a security login, or a service outage too late, then call support angry instead of informed.
02Channel recommendation
SMS
Reaches every phone instantly, no data connection required.
Richer formatting and a delivery tick the customer can see.
Voice call
For alerts serious enough to need a human to pick up the phone.
03Message flow
Trigger
A system event fires: failed payment, low balance, security login, service disruption
Primary channel
SMS alert sent within seconds of the event
Fallback
WhatsApp copy sent in parallel for a richer, trackable version
Outcome
Customer acts on the alert before it becomes a support ticket
04Sample templates
Payment failure
Your payment of {{amount}} for {{service}} failed. Retry at {{link}} to avoid interruption.
Security login alert
New login to your {{brand}} account from {{device}} at {{time}}. Not you? Reply STOP to secure your account.
Low balance
Your {{brand}} wallet balance is {{amount}}. Recharge now to keep your service active.
05Setup steps
Register alert templates on DLT under the transactional category
MsgBridgeIdentify the system events that should trigger an alert
YouWire the trigger to the SMS/WhatsApp send API via webhook or backend call
YouSet up delivery-report monitoring so failed alerts are visible
MsgBridgeReady to solve this with Alerts & Notifications?
Talk to us about your volumes and we'll recommend the right mix.