RCS Messaging on Salesforce: A Practitioner’s Guide

Salesforce Blog reported that marketers now have more creative freedom and flexibility to deliver rich content experiences with RCS messaging.

Marketers can use RCS to deliver two-way conversations and personalized engagement to every customer, regardless of the device they use.

The guide helps marketers get started with RCS by configuring an RCS Agent, which is the identity and capability container for their brand on RCS.

There are four dimensions to configuring an RCS Agent: Use Case, Billing Category, Market, and Capabilities.

Each dimension shapes how the channel operates and scales, and setting them up thoughtfully is crucial for execution.

The Use Case dimension has four options: OTP, Transactional, Promotional, and Multi-use, which determine the type of messages that can be sent.

Salesforce surfaces the required fields dynamically based on the country and use case combination to help guide compliance.

RCS on Salesforce is built on two foundational integrations: a direct partnership with Google and a two-way connection with messaging aggregators.

This integration ensures that Salesforce customers stay aligned with the evolution of the RCS ecosystem and can deliver messages reliably at enterprise volume.

Marketers can use RCS to send rich media formats, such as cards, carousels, and suggested replies, which can turn messages into brand experiences.

Salesforce provides three ways to get started with RCS: One-Way Transactional with Rich, Personalized Content, Flow-Orchestrated Journeys with Engagement Branching, and Two-Way Conversational AI with Agentforce.