Building RCS (Rich Communication Services) Messaging Flows via Open Messaging for Android Users

How-To-Articles
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Building RCS (Rich Communication Services) Messaging Flows via Open Messaging for Android Users

What This Guide Covers

This masterclass details the implementation of RCS (Rich Communication Services)-the modern evolution of SMS-within Genesys Cloud. By the end of this guide, you will be able to architect a messaging experience that provides Android users with high-fidelity features like typing indicators, read receipts, high-resolution images, and interactive carousels, all without requiring a dedicated mobile app. You will learn how to bridge the Google Business Messages or carrier RCS API into Genesys Cloud using Open Messaging.

Prerequisites, Roles & Licensing

RCS deployment requires a verified brand profile and custom API orchestration.

  • Licensing: Genesys Cloud CX 1, 2, or 3 with Digital Messaging.
  • Permissions:
    • Messaging > Integration > View/Edit/Add
    • Routing > Queue > View/Edit
  • OAuth Scopes: messaging.
  • RCS Platform: Access to Google Business Messages or a verified RCS Aggregator (e.g., Sinch, Infobip, Twilio).
  • Infrastructure: A middleware layer to translate RCS payloads to Genesys Cloud format.

The Implementation Deep-Dive

1. Understanding the RCS Advantage

Traditional SMS is limited to 160 characters and no native rich media. RCS transforms the default “Messages” app on Android into a full-featured chat client.

Architectural Reasoning:
RCS should be treated as a Rich Digital Channel, not an SMS upgrade. You must architect your Architect flows to take advantage of Interactive Carousels and Suggested Reply Chips to drive self-service and reduce agent handle time.

2. Bridging RCS to Genesys Cloud Open Messaging

Since Genesys Cloud does not have a native “RCS” channel type, you use Open Messaging.

Implementation Pattern:

  1. Inbound Message: Your middleware receives the RCS JSON from the aggregator.
  2. Translation: Map the RCS suggestion_chip text to a Genesys Cloud Structured Message button.
  3. Delivery: POST the translated payload to api/v2/conversations/messages/inbound/open.

Outbound Message (Rich Media):
When an agent sends a Carousel, your middleware must map it to the RCS-specific rich_card_bundle format.

3. Implementing Interactive “Suggested Replies”

RCS allows you to present the user with predefined options (chips) that they can tap, which is far more efficient than asking them to type “YES” or “NO.”

Implementation Step:
In your Inbound Message Flow, use the Get Message Details action. If the incoming message matches one of your suggested reply keywords, bypass the NLU engine and route directly to the intended task (e.g., “Confirm Appointment”).

4. Handling Read Receipts and Typing Indicators

A key feature of RCS is the real-time feedback loop.

Implementation Step:

  • Typing Indicator: When an agent starts typing in the Genesys Cloud UI, Genesys sends a v2.conversations.messages.{id}.typing notification via the API. Your middleware must translate this into an RCS is_typing event to the customer.
  • Read Receipts: Map the RCS delivered and read status updates to the Genesys Cloud Message Status API to update the checkmarks in the agent’s view.

Validation, Edge Cases & Troubleshooting

Edge Case 1: The “Fallback to SMS” Dilemma

  • The failure condition: You send an RCS rich card, but the customer is on an older Android device or an unsupported carrier, and the message is never delivered.
  • The root cause: Lack of RCS interoperability.
  • The solution: Implement Automatic SMS Fallback. Your middleware should monitor for a “Delivery Failed” notification from the RCS aggregator. If detected, automatically re-send the message as a plain-text SMS through your standard Genesys Cloud SMS integration.

Edge Case 2: Verified Sender Identity (STIR/SHAKEN for Messaging)

  • The failure condition: The customer’s phone marks your RCS message as “Spam” or doesn’t show your brand logo.
  • The root cause: The RCS brand profile has not been verified by Google/Carriers.
  • The solution: Complete the Brand Verification process in the Google Business Messages console. This includes providing your logo, website URL, and a verified phone number. This ensures a “Green Checkmark” appears next to your business name.

Official References