RCS messaging is a monumental shift in the SMS industry, as it improves the old 160-character, plain-text, one-way communication into a more customer-orientated platform.
RCS business messaging lets the customers see images, get quick answers and take action without leaving their messaging app.
This guide will show everything about RCS Messages, why it’s a game-changer for marketers, and how your business can start leveraging its power.
What is an RCS Message?
Let's start with the basics. What is RCS?
RCS stands for Rich Communication Services, is the modern successor to SMS (Short Message Service). Think of it as "texting 2.0" or "WhatsApp for native messaging apps." It’s a protocol that upgrades standard texting with features we’ve come to expect from modern messaging apps, all built directly into the default messaging app on most Android phones.
Unlike third-party apps (like WhatsApp or Telegram), RCS doesn't require customers to download anything new. If they have an Android phone with Messages by Google (or a carrier-supported app), they likely already have it. For businesses, this means reaching customers on a channel they already use and trust, without the friction of app downloads.
Features of RCS for Marketing
So, how does RCS work for brands? It’s all about the features. Here’s how you can use them to enhance your customer journey:
1. Rich Cards and Carousels: Instead of sending a text with a clumsy link, send a visually rich card featuring a product image, a short description, and clickable buttons like "Buy Now," "Learn More," or "Add to Cart." Carousels allow you to showcase multiple products in a single, swipeable message.
2. Verified Sender ID: Your messages don't appear from a mysterious 10-digit number. They come with your official verified business name and logo, immediately building trust and increasing open rates. Customers know it’s really you.
3. Suggested Replies and Actions: Make it effortless for customers to respond. Instead of them typing a reply, you can provide smart suggestions like "Track My Order," "Speak to an Agent," or "Yes/No." This streamlines the conversation and guides users to a resolution faster.
4. Seamless Appointment and Booking Confirmations: Send confirmations that customers can easily add to their calendar with one tap. Include rich details like a map, start time, and links to reschedule or cancel.
5. Group Messaging: Facilitate better communication for things like event planning, team updates, or customer support groups, all with rich features intact.
Benefits of Adopting RCS for business
Implementing RCS business messaging isn't just about cooler-looking texts. It delivers real ROI.
Sky-High Engagement: Interactive content and rich media lead to click-through rates that are 5-8x higher than traditional SMS. When you make it easy for customers to act, they will.
Enhanced Customer Experience: Reduce friction at every turn. Whether it’s resolving a support ticket without a phone call or completing a purchase without opening a browser, RCS makes life easier for your customers.
Increased Conversion Rates: By keeping the entire conversation—from discovery to action—within a single, familiar thread, you shorten the sales funnel and drive more conversions.
Build Trust with Verification: The verified badge and branding combat phishing and spam, assuring customers they are in a safe, official conversation with your brand.
Google RCS Business Messaging
You can’t talk about RCS without highlighting Google’s pivotal role. Google RCS Business Messaging is the platform that enables brands to leverage RCS at scale. Through the Android Messages app, which is pre-installed on hundreds of millions of devices, Google is the primary gateway for these rich brand-to-consumer interactions.
Google provides the APIs and partner ecosystem (like business messaging platforms) that allow companies to integrate RCS into their CRM, marketing automation, and helpdesk software.
Steps for Getting Started with RCS
Ready to explore how RCS works for brands in practice? Getting started typically involves a few key steps:
Partner with a Solution Provider: Businesses cannot directly access RCS channels. You need to work with an official Google Business Messages partner or an CPaaS (Communications Platform as a Service) provider that supports RCS. These partners handle the technical integration and compliance.
Looking for a trusted RCS partner?Lets start your journey with us.Learn more.
Get Verified: Your brand will go through a verification process with Google to ensure authenticity and compliance with policies. This is where you get your coveted verified badge.
Design Conversational Flows: Map out your customer journeys. What kind of messages will you send? Order confirmations? Cart abandonment alerts? Support queries? Design the rich card layouts and suggested replies for each use case.
Integrate with Your Tech Stack: Connect your RCS platform to your e-commerce store, CRM, or customer service software to trigger automated, personalized messages based on customer actions.
Launch, Analyze, and Optimize: Start sending messages and dive into the analytics. Track opens, clicks, and conversions to see what works and refine your strategy.
RCS Business Messaging Examples
Here are some rcs business messaging examples that will show you the potential of RCS messaging:-
For Setting up appointments
With the use of RCS messaging, confirming appointments becomes easy, as timely reminders can be sent automatically.
Also, RCS messages emerged as a helpful hand for customers, as they are able to reschedule their appointments as per the suggested time alternatives in the RCS message. This leads to fewer missed appointments and less staff time.
Example
“Hi Priya ! Want to know how our skincare kit works best for oily skin? Tap below to watch a quick 60-sec guide or read step-by-step tips anytime in this chat.”
[ Watch Video] [ Read Tips]
Customer education
As per the customer behaviour patterns, it becomes easy to make customised RCS messages. These are sent with the goal of educating the user. As a result, users are able to learn whenever they want by going through the RCS thread.
RCS messages are able to find the engagement spots of users, as they tell which topics or formats are performing better.
Results? More customer understanding of products or services leads to more satisfaction and fewer support enquiries.
Example
“Hi Arjun, you recently purchased the Wireless Earbuds . How’s your experience so far?”
[ Excellent] [Good] [ Average] [ Poor]
Gathering customer feedback
RCS messages can be easily replied by customers within the RCS thread. This is helpful in identifying the problems and taking advantage of valuable experiences without delay.
Example
“Your order #45678 has been shipped!
Live Tracking Map → [Track Order]
Need to change your delivery address? Click below.”
[Update Address] [Contact Support]
Updates for order and delivery
RCS messages break the walls of plain texting by attaching images of products, dynamic delivery tracking maps, instant status notifications, and instant action buttons for updating delivery options.
This also enables customer queries about their order status, changing delivery address, or instant feedback in the RCS chat.
Reward programs
Want to send limited-time offers or special discounts to your loyalty member? Or creating a sense of urgency for getting more sales?
The RCS message is the gem for it.
Consider making your loyalty programmes with playful designs with challenges, progress indicators, and perks that are displayed by interactive features.
Example
“Congrats Meera You’ve unlocked 150 GlowPoints in your loyalty program!
Redeem now for exclusive offers:
[ Free Mini-Serum] [20% OFF Next Order]
Keep shopping to unlock the next level .”
Event invites
RCS messages are used for creating pre-promotion of events with polls, promos, or exclusive access content relevant to the event.
Maintaining all the information regarding date, time, location, etc. in the RCS messages helps guests and eases the process of RSVP for them and organisers.
Example
“You’re invited to our Exclusive BotanicalGlow Launch Event !
Location: Leela Palace, Mumbai
Date: 15 Sept, 6 PM
Want VIP entry? RSVP below ”
[ RSVP Now] [Event Details]
User support
RCS messages use two-way communication. This results in instant answers for customer queries. These queries can be sent directly.
Customers are able to send images or videos of the problems they are facing, which can be solved via support agents.
A tag team of chatbots with RCS will result in instant problem analysis and be able to transfer it to the relevant department and bring important details before sending it to a human agent.
Example
“Hi Karan, please share a photo/video of the product issue. Our support team will review it instantly.
Tip: You can also ask me FAQs while I connect you with an agent.”
[Upload Photo/Video] [Ask FAQ]
Sending Responsive boarding passes
Boarding passes sent via RCS messages do not need to be screenshot or printed out, as they can be directed to Google Wallet easily with a messaging app.
Passengers can be easily conveyed regarding their flight delays and gate updates with the RCS thread. Also, passengers can ask their queries, ask for assistance, or change their seats with RCS messaging.
Example
“Your boarding pass for AI-302 Delhi → Mumbai is ready .
Add it to your Google Wallet for easy access.”
[Add to Wallet] [Flight Status] [Change Seat]
Product returns
The combination of RCS with inventory management systems will automate the process of product returns and refunds, thus leading to a reduction in manual work.
Customers are able to attach images or videos of the issues with products, and diagnosis becomes easier.
Example
“Want to return your order #78945? Select the reason below and upload a quick photo if needed. Refunds will be processed automatically.”
[Wrong Size] [ Damaged Product] [Upload Photo]
Payment of Bills
Integration of payment options within the RCS message eases the payment process. Customers can ask for payment plans or queries regarding their bills, dispute charges, or ask for payment arrangements.
Example
“Your monthly bill of ₹1,299 is ready .
Pay instantly within this chat OR choose a flexible payment plan.”
[Pay Now] [Set Payment Plan] [ Chat with Agent]
Conclusion
RCS messaging represents the inevitable future of business communication. It combines the universal reach of SMS with the rich, interactive experience of modern apps. For businesses in retail, e-commerce, and services, it’s an unprecedented opportunity to cut through the noise, deliver exceptional customer experiences, and drive meaningful results.
The transition from impersonal, limited SMS to conversational, rich RCS is already underway. The question isn't if you should adopt it, but when.
See the Difference for Yourself
Understanding the theory is one thing, but seeing a live, interactive RCS message is another. Discover how RCS can transform your customer engagement and drive real conversions.
Request an RCS Demo from our experts and see a customized use case for your business.