Offer your customers an interactive support experience with the Rich Communication Services (RCS) messaging channel. Your service reps can now view the text-based context of past marketing messages and handle inbound RCS inquiries directly within the Service Console.
Where: This change applies to Salesforce Enterprise and Unlimited editions for Marketing Cloud Next Growth and Advanced editions. All editions require an RCS add-on. To use conversational RCS, Digital Engagement add-on is necessary.
Who: RCS is supported if you're a Marketing Cloud user, or a combined Marketing and Agentforce Contact Center (formerly Service Cloud) user with an Agentforce Contact Center Digital license. It isn’t supported if you're an Agentforce Contact Center-only (AFCC-only) user.
Why: You can use RCS as a new Unified Messaging channel to reach your customers. For now, only text format is supported in the Service Console; RCS rich media isn’t supported yet.
How: From Setup, enter RCS in the Quick Find box, and then select RCS Sender Agents.