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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.
| Available in: Lightning Experience |
| Unified Messaging for RCS is available in: 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 |
Select a Google Hosting Region
Select the Google Cloud region where Google hosts your RCS agent and manages its routing data, such as North America, Europe, or Asia Pacific. This applies to Google’s messaging infrastructure and doesn’t affect your Salesforce hosting region.
Select a Country
The country determines the primary geographic location where your RCS agent registers and routes message traffic. For example, the United States, the United Kingdom, and India. See Supported Countries and Compliance for details on which countries support RCS messaging.
Determine Your Billing Category
Your billing category depends on how you engage with your customers. Select the category that best aligns with your agent's intended communication flow.
- Conversational: Best for agents that engage in multi-turn, interactive dialogues with users. Usage is billed per conversation based on a 24-hour session window.
- Non-Conversational: Best for agents sending one-way notifications or alerts without expecting frequent replies. Usage is billed per message.
Identify an RCS Agent Use Case
Every RCS agent must have a defined use case. Select the use case that best matches your agent's function.
| Use Case | Best For... | Examples | Restrictions |
|---|---|---|---|
| One-time passwords | Secure authentication and account security | Password resets and transaction confirmation | Don't include product info, notifications, marketing offers, or general service updates. |
| Transactional | Direct updates on a customer's existing service. | Fraud alerts, shipping updates, or feedback requests | Don't include sales, promotions, discounts, or upgrades for new or existing products. |
| Promotional | Driving engagement, awareness, and sales. | Marketing offers, discounts, and abandoned cart reminders | Don't include time-sensitive transactional updates. |
| Multiuse | Conversations that blend transactional and promotional flows. | Sending a boarding pass followed by a seat upgrade offer | Don't include one-time passwords and password resets. |
