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06. Send and receive RCS messages in Sales
3 min
Created by Leonora Alves on 10/7/2024 6:13 PM
Updated by Leonora Alves on 10/15/2024 9:10 AM

Send and receive RCS messages directly in Sales and provide an integrated and smooth service experience.

⚠️ Attention: This feature is available for users with the Agent, Operator, and Admin profiles.

How RCS works in Sales

  • RCS Message Overflow: RCS messages sent through mass blasts or by Chatbots can be automatically transferred to human service.

  • Unified Service: If the contact interacts via WhatsApp and RCS, the conversations will be integrated into a single service history, making follow-up easier.

  • Conversation History: All context of the original message, including the history of interactions with Chatbots, is visible in the commercial service history.

  • Channel Choice: When responding to a contact, you can choose to send the message via your preferred channel (RCS or WhatsApp).

Limitations and Rules

  • RCS Configuration: To enable RCS in Commercial Service, it is necessary to open a ticket with our support team. This will allow our team to properly configure the API and integrate the service correctly. Without this technical setup, RCS will not be available for use in the service.

  • Conversational RCS Licenses: Only accounts with Conversational RCS licenses can send RCS messages. In Commercial Service, only text messages are allowed, even if the license allows media.

  • Device Compatibility: The system checks if the recipient can receive RCS messages (compatible Android devices). If the recipient cannot receive, the message will show an error.

  • No Automatic Fallback: Currently, there is no automatic fallback (return message) to other channels.

RCS Message Status

When sending an RCS message, it can have one of the following statuses:

  • Sent: The message was successfully sent.

  • Delivered: The message has reached the recipient.

  • Read: The recipient has read the message.

  • Error: The message could not be delivered (for example, due to incompatibility with RCS).

How to Send a Message via RCS

  1. Open the contact conversation in Sales > Customer inbox;
  2. Type your message in the send field;
  3. Choose between the channel icons:
    1. rcs.png to send an RCS message.
    2. whatsapp.png to send a message via WhatsApp.
  4. Press Enter or click  to send the message to the contact.