RCS (Rich Communication Services) is the next evolution of native carrier messaging, upgrading the standard SMS protocol to support branded, secure, and conversational experiences. The LivePerson connector for RCS Business Messaging allows brands to communicate with consumers using their phone's default messaging application. With LivePerson Nexus, brands have access to a premier enterprise platform for effectively managing RCS conversations at scale.
Why use RCS to connect with your consumers?
- Verified Business Accounts: An RCS agent profile is verified by the mobile carriers, displaying the brand's official name and logo. This provides consumers with confidence that they are messaging with the correct and legitimate brand, which enhances trust and security.
- Native Frictionless Experience: RCS is a native capability within the default messaging application on modern Android and iOS devices. This functionality eliminates the need for consumers to download a separate application, thereby reducing friction and simplifying engagement.
- Enhanced Engagement: Unlike traditional one-way SMS alerts, RCS is designed for persistent, two-way conversations. This allows for more effective customer support and deeper engagement within a single, continuous thread.
- Guaranteed Message Delivery: The RCS channel specification includes a built-in fallback to standard SMS. This ensures that a message can be delivered to a consumer even if their device or network does not fully support RCS features.
How do conversations start?
In the current phase of the LivePerson RCS connector, all conversations are initiated by the consumer. Brands can deploy a variety of entry points to enable consumers to start a conversation. These include:
- Consumer-Driven Conversations via Digital Entry Points: Using a unique RCS deep link, brands can place entry points on websites, in emails, or within their own mobile applications.
- Consumer-Driven Conversations via Physical Entry Points: The RCS deep link can be converted into a QR code and placed on physical materials such as in-store signage or product packaging.
- Conversations from Google Search using Featured Snippets: Customers can initiate a chat directly from a brand's Business Profile when discovered on Google Search.
For a detailed guide on this topic, please refer to the RCS Entry Points article.
How does the RCS Business Solution work?
LivePerson integrates with the RCS ecosystem as a Messaging Partner, connecting through an aggregator to the Google Jibe Platform and the associated mobile carriers.
There are several key components involved:
- Your Brand (Client Business): The verified business entity that owns the brand identity and the customer relationship.
- LivePerson (Messaging Partner): The solution provider that enables the connection to the RCS channel and provides the Conversational Cloud platform for managing conversations at scale.
- RCS Agent: The digital identity and endpoint for a brand on the RCS network. Each agent is associated with specific use cases and configurations.
- Aggregator & Google Jibe Platform: The underlying technical infrastructure that connects to the mobile carriers and facilitates the delivery of RCS messages.
For a detailed guide on this topic, please refer to the Onboarding Process article.
RCS Business Verification
Mobile carriers and Google require that all businesses undergo a verification process to ensure only legitimate entities are operating on the RCS network. This process has two primary components:
- Brand Verification: A one-time verification of the business itself to confirm its legal identity and legitimacy. This process is handled through a third-party authority.
- Agent Verification: A per-agent review process. For each RCS agent a brand wishes to launch, the specific use case, sample messages, and consumer opt-in method must be submitted for review and approval to ensure compliance with carrier policies.
LivePerson provides a guided onboarding workflow to facilitate this entire verification process for our clients. For more information please contact your LivePerson Account Manager. For enablement please contact LivePerson Support or your Customer Support Manager.