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Setting Up Fallback Videos
Help & Guides2 min read

Setting Up Fallback Videos

LT

LoomR Team

March 9, 2026·2 min read
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Learn what fallback videos are, when they automatically send, and how to configure the delay so every customer receives a personalized experience.

Setting Up Fallback Videos

Life gets busy, and sometimes you cannot record a personalized video for every single order. That is where fallback videos come in — they ensure every customer still receives a video message, even when you are unavailable.

What Is a Fallback Video?

A fallback video is a pre-recorded video that LoomR automatically sends to a customer if you have not recorded a personalized video within a set time window. Think of it as your safety net — a warm, branded message that maintains the personal touch even when a custom recording is not possible.

When Does the Fallback Send?

When an order comes in and a task is created with the status Pending Recording, a countdown begins. If the task has not moved to Video Recorded within the configured delay period, LoomR automatically sends the fallback video.

How to Configure

Recording Your Fallback Video

  1. ●Go to Settings from your dashboard.
  2. ●Select the Fallback Video tab.
  3. ●Click Record Fallback Video or Upload Video.
  4. ●Record a general-purpose thank-you message. Keep it between 15 and 30 seconds.
  5. ●Review the preview and click Save.

Setting the Delay Timer

  1. ●In the Fallback Video settings, find the Auto-send Delay option.
  2. ●Choose a time window:
    • ●1 hour — Best for high-volume merchants
    • ●2 hours — The default; balances responsiveness with flexibility
    • ●4 hours — Gives more time during the business day
    • ●8 hours — For merchants who batch recordings
    • ●24 hours — Maximum delay
  3. ●Click Save Changes.

Best Practices

  • ●Keep it warm and genuine. Your tone should match your regular videos.
  • ●Mention your brand since you cannot reference the specific order.
  • ●Update it periodically. Record a new fallback video every month or two.
  • ●Do not apologize for it not being personalized. The customer does not know the difference.

Monitoring Fallback Usage

Your analytics dashboard shows how many videos were sent as fallbacks versus personalized recordings. If you notice a high percentage of fallbacks, consider adjusting your delay timer or delegating recordings to team members.

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