Prioritizing your channels

Conversation API allows you send messages across multiple messaging channels. Once you have configured all your channels, you can reorder the channels according to your preferences and priorities:

• The channel_priority_order field, when set in a Send Message request, overrides all other channel priority definitions.

• If channel_priority_order is not set, and a message is sent using the recipient.identified_by.channel_identities array, Conversation API will respect the order provided in the channel_identities array.

• If channel_priority_order is not set and a message is sent in a conversation with an existing contact using the recipient.contact_id field:

  • Conversation API tries the active channel of the conversation first.

  • Then, any existing channels for the contact, ordered by contact channel preferences (if given), are tried. When creating a contact using the API, or when retrieving a contact's information using the API, this value is set or returned in the channel_priority field.

  • Lastly, the existing channels for the contact are ordered by the app priority. When creating an app using the API, this value is set in the channel_credentials object array. You may also define the app's channel priority list using the Sinch Build Dashboard (for more information, see our article How to prioritize your channels in Conversation API?).