Onboarding

This document outlines the essential steps to successfully set up RCS Business Messaging.

Initial Consultation and Planning:

  • What to Expect:
    • Your dedicated account manager will reach out to schedule an initial consultation.
    • We’ll discuss your business needs, campaign goals, and target audience.
    • We’ll explain the technical requirements and answer any questions you may have.
  • What You’ll Need:
    • Be prepared to discuss your use cases and desired message types.
    • Have your brand information and logo ready.
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Technical Setup and Integration:

  • Connecting to Mobile Networks:
    • We’ll handle the complex process of connecting your account to various mobile network operators (MNOs) and Google Jibe.
    • This ensures your messages reach your customers, regardless of their mobile carrier.
  • RCS Agent Approval:
    • We’ll work with the MNOs to get approval for your RCS agents to send messages on their networks.
    • Please note that this process can take some time, depending on the MNOs involved, especially if you are wanting to send internationally. 
  • API Integration (If Applicable):
    • If you plan to integrate RCS into your existing systems, we’ll provide you with the necessary API documentation and support.
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Testing and Launch:

  • Thorough Testing:
    • Before launching your campaigns, we’ll conduct thorough testing to ensure your messages are delivered correctly and display as intended.
    • This will include testing directly from your account to ensure everything is working correctly before you launch any campaigns. 
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Ongoing Support and Optimization:

  • Dedicated Support:
    • Your account manager will be available to provide ongoing support and answer any questions you may have.
  • Performance Monitoring:
    • We’ll help you monitor your campaign performance and optimise your messaging strategy for maximum impact.
  • Reporting and Analytics:
    • We will assist you in understanding the reporting and analytics tools.
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Timeline:

  • The onboarding process can vary depending on the complexity of your integration and the MNO approval process.
  • We’ll provide you with an estimated timeline during your initial consultation.
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Key Requirements:

  • Consent: You must obtain explicit consent from your customers before sending RCS messages.
  • Opt-Out: You must provide an easy way for customers to opt-out of receiving messages.
  • Content Guidelines: Your messages must comply with our prohibited and restricted content guidelines.
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Get Started!

  • Your account manager will be in touch to begin your onboarding journey.
  • If you have any questions, please don’t hesitate to contact our support team.

We’re excited to help you unlock the power of RCS Business Messaging!

RCS is still relatively new, and not every phone or mobile network fully supports it yet. This is where SMS fallback comes in – it’s like a safety net to make sure you can still get help.

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Here’s how it works:

  1. The system tries RCS first: When you start a chat, the support system will first try to connect using RCS Business Messaging. If your customer’s phone and their mobile network all support RCS and they have a data connection (either Wi-Fi or mobile data), the RCS message will be delivered.
  2. Checking for RCS capabilities: Our Esendex system in alignment with Google and the MNOS, automatically checks if your customer’s device and network are set up for RCS. This happens behind the scenes without you needing to do anything.
  3. The “fallback” trigger: If, for any reason, the RCS connection can’t be established, the system will automatically “fall back” to sending a regular SMS text message. This could happen because:
    • Your customers’ phones don’t fully support RCS.
    • Your customers’ mobile network doesn’t fully support RCS.
    • The support agent’s system is having temporary issues with RCS.
    • Your customer doesn’t have a stable internet connection at that moment.
  4. Seamless transition (usually): The Esendex fallback happens automatically as soon as we are notified by Google and MNO’s systems that the customer you’re trying to send to cannot receive an RCS message.
  5. Basic text communication: When you’re in SMS fallback mode, the message will be in plain text with a link to a mobile landing page.
  6. Ensuring you always get support: The main goal of SMS fallback is to make sure you can always communicate with your customers, even if the more advanced RCS features aren’t available at that moment. It prioritises getting your communication out to customers the best way possible. 
  7. Final stage of onboarding: You will need to send an email to your country MNO’s to be able to begin sending via RCS for business, this will be the final verification as part of your onboarding. If you require further help, please contact our support team.
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