Add Rich Communication Services (RCS) to your multichannel marketing strategy to deliver interactive, branded mobile experiences to your customers. After you configure RCS and verify your sender identities, marketers can use the RCS Message content type in Salesforce CMS to build high-engagement messages featuring text, media, rich cards, and interactive suggestions.
Where: This change applies to Salesforce Enterprise and Unlimited editions with Marketing Cloud Next Growth and Advanced editions and the RCS and Digital Engagement add-ons.
Why: RCS messaging enhances the customer experience with rich media and establishes brand trust through verified identities. RCS channel supports these capabilities.
- Request an RCS agent to set up conversational messaging. This agent serves as your brand's verified sender identity, similar to an SMS Sender ID, and is separate from AI agents or Agentforce bots.
- Manage communication subscriptions and default preference pages to capture consent for RCS.
- Build rich content messages with images, videos, and documents.
- Use segment-triggered flows and automation-triggered events to send RCS messages based on customer engagement.
- Monitor the metrics for your RCS messages in the Marketing Performance dashboard.
- Install data kits to automatically sync RCS engagement data with Data Cloud.
How: Go to Marketing Cloud Setup > Unified Messaging > RCS. Request an RCS agent, and create communication subscriptions to store consent. Then, use the built-in test number feature to validate connectivity and launch your RCS agent.
After setup is complete, marketers can import consent and begin crafting RCS messages. RCS messaging can reach customers in the US, UK, Mexico, Brazil, Germany, India, and France.