Key features
Branded sender identity
Verified sender profile with your brand name, logo, and colors on supported devices.Rich media
Images, videos, graphs, quick reply chips, and inline links inside the message thread.SMS fallback
Automatic fallback to SMS when a device or carrier does not support RCS, so no message is lost.Unified conversation flow
RCS runs on the same shared messaging architecture as SMS and web chat. Live agent handoff, CSAT, and events are inherited, and every conversation is visible in Agent Studio Conversation Review.Same agent brain
One configuration powers voice, web chat, SMS, and RCS. Persistent memory travels with the customer across channels and time.Setting up RCS
1
Register your RCS business profile
Register a branded RCS Business Messaging profile (name, logo, colors, contact info) with Twilio. PolyAI coordinates registration and verification.
2
Configure SMS fallback
Provision a fallback SMS sender so messages are delivered to devices without RCS support.
3
Wire outbound triggers
Point your CRM at the PolyAI outbound webhook to fire branded messages on events. Two-way replies route into the standard inbound flow.
4
Configure live agent handoff
Connect the CCaaS or ticketing platform your live agents work in.
5
Review conversations
Monitor traffic in Agent Studio Conversation Review alongside voice, web chat, and SMS.
Use cases
Branded transactional messaging
Confirmations, alerts, and notifications delivered from a verified brand sender profile.
Order and delivery updates
Rich cards with tracking imagery and one-tap actions to reroute or reschedule delivery.
Appointment reminders and confirmations
Quick reply chips for confirm, reschedule, or cancel routed straight into the agent flow.
Quick reply flows and menus
Guided flows with structured buttons instead of free-text prompts to accelerate resolution.
Product recommendations and links
Carousels and cards that link to product pages or checkout with inline branded imagery.
Live agent handoff with context
Transfer the thread to a live agent with full conversation history and customer context.
Related pages
SMS
Two-way SMS messaging on the same agent brain as voice and chat.
SMS API
Send outbound SMS messages through the PolyAI outbound webhook API.
RCS API
Send rich RCS messages with media, carousels, and SMS fallback.
Chat handoffs
CCaaS handoff integrations to transfer RCS threads to live agents.