Getting Started with RCS on DoubleTick
What is RCS?
RCS (Rich Communication Services) is the next generation of SMS. It lets your business send rich, interactive messages directly to a customer's default messaging app, 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
With DoubleTick, RCS works as a dedicated messaging channel, a separate line your team can send from and receive replies on, sitting right alongside WhatsApp. This means 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:
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, please connect with your Account Manager.
Complete the payment for your RCS channel.
Share the payment details with your Account Manager.
Once the payment is verified, we'll add the RCS channel to your DoubleTick account.
Open the RCS Channel Onboarding Form
Fill in the required information and submit the form.
Once we receive your request, our team will set up your channel. This is typically completed within 5 to 7 working days.
After your channel has been set up, it will appear under Settings → Manage Channels, and you can start sending RCS messages right away.
Pricing
RCS messages are charged at ₹0.15 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 cannot be delivered to iPhone users or to Android users who have RCS disabled.
If RCS isn't available for the recipient, DoubleTick will display an error instead of delivering the message. You'll see this 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."
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