RCS can be used for a wide range of communication needs, from customer service to promotions. When creating your RCS agent, you’ll need to choose a specific use case that defines the type of messages your agent can send. This article outlines the available use case types, what each is designed for, and how message triggers and interactions work within RCS.
Choosing an RCS use case for your Agent
When creating your RCS agent you'll be asked to choose between one of the following use cases:
OTP
The OTP agent sends a one-time password required to securely authenticate an account or confirm a transaction. You can use this agent for:
- OTP / 2FA for account log-in
- Password resets
- Completing online commercial transactions
Promotional
Used for sends sales, marketing, and promotional messages to new or existing customers, with the goal of increasing awareness, engagement, and sales. For example:
- Offers, promotions, discounts, upgrades for new or existing product & services
- Facilitation or follow-up to complete a commercial transaction that the recipient has previously consented to enter into with the sender, such as a reminder about abandoned shopping cart
Transactional
The Transactional agent sends notifications, updates, or alerts to share information directly relevant to a customer's existing services or products. For example:
- Fraud and suspicious activity notifications
- Confirmation of purchase of goods and services (e.g. appointment confirmation, ticket confirmation)
- Updates for existing products or services of a customer (e.g. boarding pass, change of flight gate, delivery or shipping information, appointment changes)
- Account or product information and updates (e.g. account statement, customer status, terms of use, warranty, product safety)
- Requesting feedback regarding an existing / former product or service
- Editorial & media content such as newsfeed, news alerts
Note: An RCS Agent can only serve one unique use case at a time. You can learn more about why here.
What are message triggers and interactions ?
Message triggers are events or actions that prompt an RCS message, such as a purchase, a scheduled update, or a user action. Interactions describe how users engage with these messages, like clicking on links or replying.