Standard Operating Procedure (SOP)

Onboarding Customers to the RCS Application

? What is RCS?

Rich Communication Services (RCS) is the next generation of SMS, enhancing traditional text messaging with rich features found in apps like WhatsApp, iMessage, or Facebook Messenger. It offers businesses and consumers a more engaging and interactive communication experience.

? Types of RCS: Basic vs. Rich RCS

Type

Description

Supported Features

Typical Use Case

Basic RCS

Basic upgrade over SMS

Text only, read receipts, typing indicators, delivery status

Person-to-person chats, limited carrier support

Rich RCS

Full-featured business messaging

Text, images, videos, carousels, action buttons (CTAs), maps, payments, suggested replies, verified branding

Business-to-consumer messaging (e-commerce, banking, travel)

? Use Case Examples

  • Basic RCS:
    "Hi! Your order has shipped."
    (Includes typing indicators, read receipts)

  • Rich RCS:
    "? Your sneakers are on the way!"
    [Track Order] [Contact Support]
    (Includes images, clickable buttons, verified brand name)

⚠️ Why It Matters

  • Basic RCS is mainly for consumer-to-consumer with limited features.

  • Rich RCS drives higher engagement and conversions with interactive content.

  • Basic messages: up to 160 characters, text-only.

  • Rich RCS supports longer messages with multimedia and interactive elements for a richer experience.

✅ Step 1: RCS Requirements

Before starting integration and onboarding, ensure:

✅ Mandatory RCS Setup Requirements

Here’s your RCS Onboarding Requirements table formatted neatly:

#

Requirement

Details

1

Secure Website (HTTPS)

Required for brand verification and linking to policy pages.

2

Opt-In Mechanism

Clear opt-in (web form, SMS keyword, app checkbox) with documented user consent.

3

Opt-In Page

Hosted on website with clear subscription info, referencing Terms & Conditions and Privacy Policy.

4

Terms & Conditions URL

Must outline service rules and expectations.

5

Privacy Policy URL

Describes how customer data is handled; ensures legal compliance.

7

Brand Assets

Logo (PNG), brand colors, short description.

8

Use Case Description

Define intended use (order updates, support, and promotions) for carrier approval.


⏳ Change Approval Timeline (Example: 24–72 hours)

Step

Description

Timeframe

1. Initial Submission

Submit RCS request and categorize

1–2 hours

2. Evaluation & Review

CAB/team assesses request

24–48 hours

3. Approval/Rejection

Decision by approvers

24 hours (urgent) to 72 hours (complex)

4. Implementation

Schedule change after approval

Few days


Websites Not Applicable or Generally Unsuitable for RCS:

  • Gaming websites or apps (especially those focused purely on entertainment without clear business transactional or communication use cases)

    • Because RCS is primarily designed for business-to-consumer communication like order updates, customer support, promotions, etc., gaming sites often don’t meet the use case requirements for RCS messaging.

  • Adult content websites

    • Prohibited due to content restrictions.

  • Illegal or unethical business websites

    • Any site promoting illegal, harmful, or fraudulent activities.

  • Spam or unsolicited marketing websites

    • Sites that send messages without explicit user consent.

  • Personal blogs or hobby sites

    • Unless they have a clear business purpose and user opt-in for messaging.

  • Sites lacking a valid business use case for RCS

    • If the website does not have a clear reason to communicate interactively with customers (e.g., no transactional messages, no customer support, no promotional communication), it may be rejected.

Why Gaming Sites May Not Qualify:

  • Gaming companies often communicate via in-app notifications or push notifications, which are more suited for real-time engagement in games.

  • RCS is less commonly used for gaming because it’s designed for messaging that involves verified brands, transactional info, and customer service, which gaming may not prioritize.

  • Unless the gaming business can clearly justify a valid use case (e.g., subscription updates, support, promotions with opt-in), RCS approval may be difficult.

Summary:
Gaming websites/apps are generally not applicable for RCS onboarding unless they have a clear, compliant business messaging use case that aligns with RCS guidelines.



? Frequently Asked Questions (FAQ) – RCS Account Setup

1. What is RCS and why use it?
RCS is the next generation of SMS that supports interactive, branded messages, improving customer engagement and conversion rates.

2. What are the key requirements to set up RCS?
You need a secure website (HTTPS), an opt-in mechanism for customer consent, publicly accessible Terms & Privacy Policy URLs, brand assets, a defined use case, and a partnership with an RCS aggregator.

3. What is an RCS aggregator?
An RCS aggregator connects your business to carriers and platforms, managing message delivery, brand registration, and technical integration.

4. Is customer opt-in mandatory?
Yes. Explicit customer consent is required before sending any RCS messages.

5. How long does the RCS setup take?
Typically, the setup process takes 1–3 weeks, depending on approval timelines and onboarding speed.

6. Can RCS be used for marketing?
Yes. RCS supports promotional, transactional, and support messaging, provided the use case is approved.

7. What devices support RCS?
RCS is supported mainly on Android devices using Google Messages. Currently, iPhones do not support RCS natively.

8. Is RCS messaging secure?
Messages are transmitted over secure networks with brand verification, though business messaging does not support end-to-end encryption.

9. What happens if a device doesn’t support RCS?
Messages automatically fallback to SMS/MMS to ensure delivery without rich features.

10. How is RCS different from WhatsApp?
RCS is native to the Android messaging experience, requires no app installation, uses carrier delivery, and does not require user accounts.

11. What is the difference between Basic and Rich RCS?
Basic RCS supports text, read receipts, and typing indicators. Rich RCS supports multimedia (images, videos), interactive buttons, payments, and verified branding.

12. Are there message length limits in RCS?
RCS supports messages longer than 160 characters. Rich cards typically exceed this length.

13. Can I send images and videos via RCS?
Yes. Rich RCS supports sending images, videos, GIFs, and other rich media.

14. What type of content is NOT allowed in RCS messages?
Prohibited content includes spam, unsolicited marketing without consent, adult content, illegal or harmful material, and phishing attempts.

15. How do I handle opt-out requests?
Provide easy opt-out options (e.g., replying “STOP”) and promptly honor customer requests.

16. Can RCS messages include payment options?
Yes. Interactive payment buttons can be included within messages.

17. What analytics are available with RCS?
You can track message delivery, read receipts, button engagement, and overall campaign performance via your aggregator’s dashboard.

18. How do carriers impact RCS messaging?
Carrier support affects the availability and features of RCS, varying by region and operator policies.

19. Is there a cost difference between SMS and RCS?
Yes. RCS messages usually cost more due to richer content and additional platform services.