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Set Up Conversational RCS Messaging
Conversational RCS enables two-way messaging by connecting customers to bots and agents directly through your RCS agent. By using Omni-Channel routing and Einstein Bots, you can automate responses or route the conversation to AI agents.
| Available in: Lightning Experience |
| Salesforce Enterprise and Unlimited Editions for Service Cloud and Marketing Cloud Next Growth and Advanced Editions with RCS add-on. |
| Not supported in Government Cloud Plus |
Conversational Messaging Use Cases for RCS
| Industry | Use Case | Example |
|---|---|---|
| Retail and E-Commerce | Interactive shopping | Allow customers to browse product carousels and purchase via Buy Now buttons without leaving the messaging app. |
| Banking and Finance | Verified branded transactions | Build trust with branded, verified alerts that allow customers to confirm transactions or report fraud with a single tap. |
| Healthcare | Appointment scheduling | Reduce no-shows by allowing patients to view availability, select dates, and sync appointments to their native calendar via the messaging interface. |
| Travel and Hospitality | Travel updates | Improve traveler experience with real-time boarding pass updates, gate change alerts, and interactive terminal maps that update automatically. |
| Telecommunications | One-Tap plan management | Simplify account management by letting customers compare mobile plans and upgrade their service through interactive menus within the conversation. |
| Automotive | Self-service test drive booking | Drive lead conversion by showcasing high-resolution images of new models and providing instant scheduling buttons for available test drive slots. |
| Real Estate | Virtual property tours | Enhance lead nurturing with embedded 360-degree panoramic images and virtual tours, featuring direct buttons to contact agents or schedule viewings. |
| Media and Entertainment | Event promotions | Increase ticket sales by delivering teaser videos and event details with integrated Add to Calendar and ticketing options. |
| Public Sector | Emergency alerts | Ensure public safety with interactive alerts featuring live evacuation routes, shelter locations, and one-touch emergency contact buttons. |
| Education | Guided course enrollment | Facilitate enrollment by allowing students to submit applications directly through personalized, guided chat flows. |
- Activate RCS Agent Conversational Messaging
Enable conversational support and define inbound message routing. - Create a Conversational Flow for RCS Messages
To send RCS messages, evaluate customer replies, and automatically route the conversation based on their response, build a segment-triggered flow.
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