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Getting started with RCS on DoubleTick

Learn what RCS is, how it works on DoubleTick, its pricing and sending rules, and how to get your RCS channel activated.

RCS (Rich Communication Services) is the next generation of SMS, letting you send rich, interactive messages straight to a customer's default messaging app. Here's how it works on DoubleTick, and how to get set up.

What's covered

What is RCS?

RCS lets your business send rich, interactive messages directly to a customer's default messaging app, with no separate app download required on their end. Unlike traditional SMS, RCS supports:

  • High-quality images, videos, and PDFs

  • Rich cards and carousels

  • Interactive buttons and suggested replies

  • Read receipts and typing indicators

  • A verified business sender name, logo, and brand colors

This creates a far more engaging, branded experience than plain text messaging, while still living inside the messaging app the customer already has open.

How RCS works on DoubleTick

RCS works as a dedicated messaging channel on DoubleTick, a separate line your team can send from and receive replies on, sitting right alongside WhatsApp. You can manage one-to-one conversations, send broadcasts, and handle every customer interaction from the same inbox you already use.

RCS conversations appear alongside your WhatsApp conversations inside the chats inbox, so your team works from a single, unified workspace. You can use all the familiar DoubleTick tools on RCS conversations too, including:

  • Tags — labels that help you sort and filter conversations

  • Custom fields — extra details you can store about a contact

  • Internal notes — private notes visible only to your team

  • Agent assignment — assign a conversation to a specific team member

RCS message types and sending rules

RCS messages fall into two categories, transactional and promotional, and each comes with its own rules.

Transactional messages (order confirmations, delivery updates, OTPs, account alerts):

  • Customers see a "Block & Report" option on these messages.

  • No sending time restrictions apply — these can be sent anytime.

Promotional messages (offers, campaigns, announcements):

  • Customers also see a "Block & Report" option.

  • Can only be sent between 7:00 AM and 10:00 PM IST, all 7 days of the week.

  • Maximum of 4 messages per user, per channel, per month.

  • If a user replies to a message, you get 2 additional messages you can send to them.

Message limits based on reputation score How many promotional messages you can send per user each month also depends on your sender reputation score:

Reputation score
Messages allowed per user/month

High

8 messages

Medium

4 messages

Low

2 messages

A higher reputation score means more room to message your customers promotionally. Keeping your reputation score high by sending relevant content, avoiding spam reports, and respecting opt-outs directly increases how many promotional messages you're allowed to send.

Before you begin

Before you can request an RCS channel, RCS first needs to be activated for your DoubleTick account. To get RCS activated, connect with your account manager.

  1. Complete the payment for your RCS channel.

  2. Share the payment details with your account manager.

  3. Once the payment is verified, we'll add the RCS channel to your DoubleTick account.

  4. Open the RCS channel onboarding form.

  5. Fill in the required information and submit the form.

  6. Once we receive your request, our team sets up your channel — this is typically completed within 7-10 working days.

After your channel has been set up, it appears under Settings → Manage Channels, and you can start sending RCS messages right away.

Pricing

RCS messages are charged at ₹0.30 per message. Charges are deducted directly from your DoubleTick wallet balance.

Important limitations

Keep the following in mind before using RCS:

  • RCS currently supports Android devices only.

  • The recipient must have RCS Chat enabled on their device — this is a setting on the recipient's own phone.

  • Messages can't be delivered to iPhone users or to Android users who have RCS disabled.

If RCS isn't available for the recipient, DoubleTick displays an error instead of delivering the message: "RCS is not supported on the recipient's device. This typically happens when the user is on an iPhone or has RCS disabled on their Android device."

Key takeaways

  • RCS is a dedicated channel on DoubleTick that sits alongside WhatsApp in the same inbox.

  • Promotional messages are capped by time window, monthly limits, and your reputation score; transactional messages have no restrictions.

  • RCS costs ₹0.30 per message, billed from your wallet balance.

  • RCS currently works only on Android devices with RCS Chat enabled.

  • Getting activated takes 7-10 working days after your account manager confirms payment.

Frequently asked questions

How long does it take to get RCS activated?

Typically 7 to 10 working days after your account manager verifies payment and you submit the onboarding form.

How much does RCS cost per message?

RCS costs ₹0.30 per message. Charges are deducted from your DoubleTick wallet balance.

Can I send promotional RCS messages at any time?

No. Promotional messages can only be sent between 7:00 AM and 10:00 PM IST. Monthly limits and your reputation score also apply.

What happens if a customer replies to a promotional message?

You can send them two additional messages that month.

Does RCS work on iPhone?

No. RCS currently supports Android devices only. The recipient must also have RCS Chat enabled.

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