–-> Go to BOTwiki

 

Rich Communication Services (RCS) is a mobile communication protocol standardized by the GSMA and is considered the technical successor to SMS and MMS. Unlike traditional text messages, RCS supports multimedia content, interactive buttons, carousels, and verified sender identities directly within the device’s pre-installed messaging app.

This provides companies with their own channel that doesn't require downloading an app and integrates seamlessly into an AI agent platform . RCS is thus a key component for conversational AI in the messaging environment and complements established channels such as voice and web chat.

 

How Rich Communication Services Works Technically 

RCS runs over the mobile data network or Wi-Fi and uses the RCS profile provided by the mobile carrier. On Android, the system is integrated under the name RBM (Rich Business Messaging); Apple has also incorporated the standard into the Messages app with iOS 18. Businesses do not communicate directly with the end device, but rather through an RCS aggregator that establishes the connection to the carrier networks. 

The sender's identity is verified through a verified brand listing that includes a logo, name, and a blue checkmark. This helps reduce phishing attempts and allows recipients to immediately recognize that they are communicating with a verified company.

 

What types of content does RCS support?

Compared to SMS, RCS offers a much wider range of interactive features. Recipients can view preview images, reply directly, or use buttons to enter a structured conversation. Typical features include:

 

• Rich Cards with a title, image, description, and multiple action buttons.
• Carousels that display multiple products or dates to choose from.
• Quick replies for predefined options such as Yes, No, or "Please call me back."
• Share locations, files, and maps directly from the chat.
• Read receipts and typing indicators for a conversational experience.

 

These elements replace unstructured free-form text with clearly structured dialogues, making them a good fit for intent-based intentarchitectures.

 

Implications for voice, chat, and email

RCS provides a useful addition to the voice channel: a voicebot on the service hotline can send longer selection lists or confirmation links directly to the caller via RCS, rather than simply reading them out over the phone. This transforms the traditional IVR from a “body without a brain” into an AI-native voice solution that routes calls to the appropriate channel in real time.

In a chat context, RCS complements existing web chat and messaging channels without requiring users to install an additional app. For asynchronous communications—such as appointment confirmations, shipping details, or contract documents—which are typically handled via email today, RCS can offer a faster and more measurable alternative because read receipts and response times are transparent.

 

Frequently Asked Questions (FAQ)

> Back to BOTwiki