Understanding and Setting Up RCS Messaging

What is RCS Messaging?

RCS, or Rich Communication Services, is the next-generation standard for business messaging. While traditional SMS is a reliable way to send text messages, RCS elevates the experience by allowing you to send branded, interactive messages directly to a contact's native messaging app, with no additional download required.

In the CRM, RCS works alongside your existing SMS setup. You only need a sender ID to get started. When you send a message, the platform automatically checks if the recipient's device can receive RCS. If it can, they get the rich, interactive version. If it cannot, the message is automatically sent as a standard SMS, ensuring your message is delivered regardless of the device. The core benefit is combining the universal reliability of SMS with a much more engaging, brand-forward experience for compatible devices.

Key Features of RCS

RCS provides a set of tools that standard SMS does not offer. Depending on your plan, you can send:

• Branded Messages: Your business name appears in the inbox instead of a phone number.
• Rich Media: Include images and other media in your message layout.
• Interactive Buttons: Add tappable buttons for actions like calling a number, opening a URL, or sending a suggested reply.
• Rich Cards and Carousels: Send standalone cards or swipeable carousels containing titles, descriptions, images, and buttons.
• Read Receipts: See when your message has been delivered and read on supported devices.

You can send RCS messages in two primary ways: as a one-to-one message directly from a conversation with a contact, or as part of a larger campaign using pre-built RCS snippets.

RCS vs. SMS

It's important to understand how RCS compares to SMS. The most significant difference is reach; while SMS is universal, RCS compatibility is growing but not yet available on every device. This makes it essential to design every RCS message so that its fallback SMS version is still clear and effective without the rich elements.

Because delivery depends on the recipient's device, carrier, and messaging app settings, the CRM handles the technical details for you. You create one message, and the system determines the best format for delivery.

Compliance and Best Practices

As a high-visibility channel, RCS requires strict adherence to compliance rules to protect your sender reputation.

• Opt-In: Only send RCS messages to contacts who have explicitly opted in to receive them.
• Opt-Out: You must honor standard opt-out keywords (STOP, UNSUBSCRIBE, CANCEL, END, QUIT) immediately. An opt-out applies to both RCS and SMS messages from your business.
• Content: Avoid spammy or misleading content. Send useful messages like reminders or confirmations that align with the frequency promised at opt-in.
• Sender Identity: Use a sender name that accurately reflects your business to build trust.

How to Set Up RCS

Before you can send RCS messages, the feature must be enabled on your account. This process is managed by the CRM's support team. To begin, you should have the following information ready:

• Your brand name and website URL.
• A support email address and/or business phone number.
• Your business address.
• A logo file (if supported by your configuration).
• A functioning opt-in process for your contacts.
• A connected account with the required telephony provider.

Please note that for US registrations, there are carrier fees involved, including an annual brand verification fee and a one-time carrier submission fee. Registration is also available for other countries.