You are here:
Set Up Unified RCS
Create an RCS channel to send rich media content to your customers. To set up an RCS channel, you must first request an RCS agent to verify your business identity, and then launch the agent in the required country.
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions for Service Cloud and Marketing Cloud Next Growth and Advanced Editions with the RCS add-on. |
| Not supported in Government Cloud Plus |
What is an RCS Agent?
A Rich Communication Services (RCS) agent represents your brand's verified identity in customer conversations. Similar to an SMS sender ID or long code, an agent identifies the sender but provides a more robust, branded experience, and is separate from AI agents or Agentforce bots. RCS agent appears in a customer's mobile messaging app alongside standard SMS and personal messages.
To set up an RCS agent, you create a brand profile, configure identity assets such as your company logo and colors, and complete the verification process. This verification ensures compliance with Google and mobile carrier guidelines, providing a trusted environment for customer interaction.
- Prepare for RCS Agent Setup
Before you create and launch your RCS agent, determine your regional requirements, billing category, and use case. These settings define how your agent handles data, how you’re charged, and what content you can send. - Supported Countries and Compliance
RCS messaging is supported only in specific countries, each with its own connectivity and compliance requirements. - Set Up RCS Agent
Configure an RCS agent for conversational messaging to make sure that you’re a verified sender. - Manage RCS Consent in Unified Messaging
Unified Messaging manages consent to the RCS channel with communication subscriptions. If a recipient opts out of an RCS channel, they opt out of all communication subscriptions that are mapped to that RCS channel and agent. - RCS Consent Keywords
Use this information to create your opt-in, opt-out, and help text for your RCS messages. - 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. - RCS Billing and Message Types
Your RCS billing depends on the type of content that you send and how your message is routed. The Usage Type in your rate table shows how the system categorizes each delivered message.
