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.

1. From the Automation app, select the Flows tab and click New.
2. Select Segment-Triggered Flow and click Create.
3. In the Configure Automation Properties panel, select your Data Space.
4. Click Set Schedule to determine if the flow runs once or on a recurring basis, then define the start date and frequency.
5. Click the Start element on the canvas and click Select Segment.
6. Select the audience segment for your RCS message.
7. Optional: Click Edit next to Exit Rules to define conditions for when a member stops receiving messages, such as after completing a purchase.
8. On the Flow Builder canvas, click + below the Start element, open the Add Element box, and select the Send RCS Message action.
   1. Enter a name for your outbound message activity.
   2. Select your RCS agent.
   3. Select the RCS messages.
   4. Select your subscription to manage channel consent.
   5. Set the messaging window details.
9. Directly below the send action, click + and select the Wait Until Event flow element.
   1. Enter a name for the wait window that's tracking customer replies.
   2. Select the RCS Response event.
   3. Select the Send RCS Message action.
10. Manage the paths resulting from the wait element split.
    1. For Timeout path, add an End element to automatically close the journey for non-responders.
    2. For the Event Occurs path, proceed to the next step to branch traffic based on incoming text.
11. On the Event Occurs path, click + and add a Decision element to branch your flow.
12. Configure your outcome rules inside the decision split configuration to generate separate branches: Customer Response and Default Outcome.
13. For Customer Response, define a rule for when a customer responds with an expected keyword, such as YES or a promotional text. Click + on this branch, select the Send RCS Message action to send an automated reply, and add an End element.
14. For Default Outcome, click + on the default branch and select the Forward conversation to Bot or Agent action.
    1. Enter a name for the handoff activity.
    2. Select RCS as the channel.
    3. Select the RCS Response wait event you configured earlier.
    4. Map your preference to an autonomous bot or a live support queue, link your context variables to pass the conversation history, and add an End element.
15. Save, test, and then activate the flow.