IMPORTANT: 

This feature is currently available as part of the RCS Private Beta.If you're interested in early access, please reach out to your Customer Success Manager or submit the RCS Private Beta interest form - https://api.leadconnectorhq.com/widget/form/gBhAwqgT5SdbKSmCRszF

Rich Communication Services (RCS) is a modern messaging standard that allows businesses to send richer, more interactive messages than traditional SMS.

With RCS, you can send:

• Branded messages (business name displayed in supported inboxes)

• Images and rich layouts

• Tappable buttons (Call, Open URL, Suggested replies)

• Interactive cards and carousels (if enabled)

When a recipient cannot receive RCS, GHL Customer Care automatically falls back to SMS (if enabled).

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Why Use RCS Instead of SMS?

RCS helps you:

• Present a more branded experience

• Increase engagement with tappable actions

• Share richer content (images, structured cards)

• Improve clarity with interactive message flows

• Track delivery and read signals (when supported)

RCS vs SMS/MMS

Best Practice: Always design messages so they still work as SMS.

What you can do with RCS in GHL Customer Care

Depending on your plan and launch scope, you can typically:

• Send 1:1 RCS messages from Conversations

• Send RCS campaigns using Bulk Actions

• Use media (images) and actions/buttons (where enabled)

• Track delivery signals (and “read” where available)

• Use SMS fallback when a recipient can’t receive RCS

RCS Availability & Requirements (US Launch)

Who Can Receive RCS?

RCS can be delivered to recipients who:

• Have an RCS-supported device

• Use an RCS-capable messaging app

• Have RCS enabled

• Are on a supported carrier/network

Some recipients will receive RCS, others will receive SMS fallback.

1. Device & App Support

RCS is commonly supported on:

• Many Android devices using an RCS-capable messaging app (often Google Messages or carrier-supported apps)

• Recipient-side settings must allow RCS features (users can disable RCS)

2. IPhone Support

RCS support on iPhone depends on OS/app ecosystem and carrier enablement. For many audiences, iPhone recipients may receive SMS fallback instead of RCS.

Note- 1. Always design your messaging so it still works when delivered as SMS.

3. Carrier/network factors (why results vary)

 Even within the U.S.,

• Results may vary based on carrier and network conditions.

• Some carriers or device configurations may limit RCS support, affecting available features.

• Temporary network issues can trigger fallback from RCS to SMS/MMS.

• App-level settings, such as “Chat features” or read receipts, can also change the messaging experience.

4. Media & Feature Variability

RCS features can vary across recipient apps. When building rich messages:

1. Keep copy clear even without rich components

2. Avoid relying on a single button or image for critical info

3. Always include a plain-text fallback message

RCS Compliance & Consent (US)

1. Opt-In Requirements

You should send RCS only to recipients who have explicitly opted in.

Your opt-in must clearly state:

• Message type (promotions, reminders, updates, etc.)

• Expected frequency (“up to X per week/month”)

• How to opt out

• How to get support

2. Opt-Out Handling

Recipients must be able to opt out easily.

• Treat common keywords like STOP, UNSUBSCRIBE, CANCEL, END, QUIT as opt-out signals.

• Once a contact opts out, they should not receive further messages unless they opt back in.

3. Content guidelines (restricted/prohibited content)

To protect deliverability and compliance, avoid sending:

• Deceptive or misleading content

• Spammy/repetitive content without consent

• Content that violates Twilio policies or applicable laws/regulations

For regulated industries, ensure your content aligns with your legal obligations.

4. Brand identification & user trust

RCS is a more branded channel; keep your sender identity consistent:

• Use a sender name that matches your business or website

• Ensure your website and sender profile describe the same business

• Provide valid contact/support information

5. Quiet hours and frequency best practices

• Send during reasonable local hours to respect recipients’ time and avoid disruptions.

• Keep frequency aligned with what was promised at opt-in to maintain trust and prevent message fatigue.

• Provide value first  reminders, confirmations, and helpful updates typically perform best and drive stronger engagement.

Set Up RCS in GHL Customer Care

Before You Start

Make sure you have the following:

• RCS enabled on your GHL Customer Care account

• A connected Twilio account

• Your business identity details:

  • Brand name

  • Website (recommended)

  • Support email and/or phone number

  • Business address (recommended)

  • Logo (if supported)

• A clear opt-in process for messaging

Step 1: Enable RCS

Please contact GHL Customer Care Support to enable RCS for your account.

Step 2: Create Your RCS Sender Profile

• ISV locations: Reach out to GHL Customer Care Support to create your sender profile.

• Non-ISV locations: Share your sender details with Support for setup.
  For guidance, refer to this article: How to Onboard an RCS Sender ID in GHL Customer Care (Non-ISV)

Sender details typically include your brand information and business identity listed above.

Step 3: Submit for Approval

GHL Customer Care Support will submit your RCS sender profile for approval on your behalf.

Approval is required before you can begin sending RCS messages.

Step 4: Configure SMS Fallback

To ensure message delivery when RCS is unavailable:

1. Go to Settings → Messaging → RCS → Fallback

2. Enable:
   Fallback to SMS

This ensures:

• RCS messages are sent to compatible recipients

• SMS is automatically used when RCS is not available

Step 5: Send a Test Message

1. Go to Conversations

2. Select a test contact (a US Android device is recommended)

3. Send a text-only message first

4. Then test rich content (if enabled)

Note: Some recipients may receive an SMS fallback instead of RCS , this is expected behavior.

RCS UI Interface Walkthrough

1. Sending RCS Messages

1:1 RCS (Conversation UI)

You can send RCS directly from Conversations.

Steps:

1. Open a contact thread

2. Compose your message

3. Select the approved RCS Sender ID

4. Send

Screenshot

Important Notes

• RCS messages send only to RCS-capable recipients

• Snippets cannot be sent directly from Conversation UI

• Fallback occurs automatically if enabled

2. Sending RCS via Bulk Actions (Snippets)

Bulk Actions is currently the only way to send RCS Snippets.

Steps

1. Go to Contacts

2. Open Smart Lists

3. Select contacts

4. Click More

5. Choose Send SMS & RCS

   Screenshot

6. After selecting Send SMS & RCS, the following configuration screen appears:

Bulk RCS / SMS Configuration Screen

The configuration window includes the following fields:

Screenshot

A) Action Name (Required)

1. Name your campaign.
2. This field is mandatory.

B) From RCS Sender ID

1. Select an approved Sender ID from the drop down
2. Only registered and approved Sender IDs will appear here.

C) Pick an RCS Template (Required)

1. Choose a previously created RCS snippet.
2. Only previously created RCS snippets will appear in this dropdown.

D) Mode Selection

Choose how the RCS message will be delivered:

• Send All at Once - Sends the message immediately to all selected contacts.

• Send at Scheduled Time -  Sends the message at a specified future date and time.

• Send in Drip Mode - Sends messages gradually over a defined time period.

A note appears indicating: The action will be performed over a period of time, and progress can be tracked on the Bulk Actions page.

Consent Confirmation Checkbox- This checkbox must be selected before proceeding.

E) Final Action

1. Click Send RCS to execute the campaign.
2. If Check Progress is selected. You are taken to the Bulk Actions page

   Screenshot

Note- Bulk Actions is currently the only method for sending RCS snippets.

3. Creating RCS Snippets

RCS Snippets are pre-designed RCS message templates that allow you to send structured, rich messages instead of typing messages manually each time.

They are reusable message formats created inside the platform and can include interactive and visual elements supported by RCS.

RCS snippets can be created under:

Conversations → Snippets

Screenshot

Available formats:

• Plain Text
  

• Standalone Card
  

• Carousel

  Screenshot

Explanation-

1. Plain Texts is used to send a simple text message. You enter the message content, and a live preview shows how it will appear on the recipient’s device. This format does not include media or buttons.

Screenshot

2. Standalone card  allows you to create one rich card with a title, description, and uploaded media. You can add up to three action buttons. A fallback SMS message is required in case the contact is not RCS-capable.

Screenshot

3. Carousel allows you to create multiple rich cards in a swipeable format. Each card includes a title, description, media, and up to two action buttons. A fallback SMS message is required for non-RCS-capable contacts

Screenshot

RCS Message Statuses

RCS messages display status indicators reflecting message progress, such as:

• Sent

• Delivered

• Opened

These statuses are visible within the conversation interface.

Fallback to SMS: How It Works

Fallback occurs when:

• Recipient cannot receive RCS

• Network limitations exist

• Rich components aren't supported

If fallback occurs:

• The recipient receives SMS

• Billing may reflect SMS pricing

Opt-outs apply across both RCS and SMS.

Opt-Out Behavior

• Opt-out text is appended to the first 1:1 RCS message

• It does not repeat periodically like SMS

• Texas blocking rules apply the same as SMS/MMS

• STOP and equivalent keywords suppress across channels

  Screenshot

RCS Pricing & Billing 

RCS billing depends on the message type and destination. 

A) Message Type

Basic RCS messages (plain text) and Single RCS messages (rich content with media or attachments) are both billed for inbound and outbound traffic.
B) Billing Structure by Region

1. United States (US)

• Basic Outbound/Inbound → Charged per segment

• Single Outbound/Inbound → Charged per message (static rate)

  Region	Message Type	Direction	Billing Unit	Price (USD $)
  US	Basic RCS Text	Outbound	Per segment	0.0083
  US	Basic RCS Text	Inbound	Per message	0.0083
  US	Rich RCS	Inbound	Per message	0.0165
  US	Rich RCS	Outbound	Per message	0.0220

2Non-US

• Basic/Inbound → Charged per message (static rate)

• Single Outbound/Inbound → Charged per message (static rate)

C) Carrier Fees

RCS carrier fees are billed as follows:

• Usage Category → Billed directly by Twilio

• Agency Accounts → Same pricing as Twilio

• Location Accounts → Twilio pricing + 5% markup

Frequently Asked Questions

Will every message be RCS?
No. Some recipients will receive SMS fallback.

Can I use my existing phone number?
RCS often displays brand identity instead of a phone number in supported inboxes.

How long does approval take?
Timelines vary depending on submission quality and review volume.

Can I send images and buttons to everyone?
No. Not all recipients support rich components. Always include text fallback.