➡️ Exact delivery dates may vary, so some features may not be immediately available on the publication date. For your specific access dates, please contact your LivePerson account team.
🚨The timing and scope of all changes remain at the sole discretion of LivePerson and are subject to change.
RCS Business Messaging - Introducing rich interactions and engagement indicators
We are pleased to announce the release of rich content and engagement indicators on RCS, a significant update that transforms the RCS Business Messaging channel from a text-based interface into a rich, interactive conversational experience.
This release introduces foundational rich content capabilities:
- Suggested actions
- Critical engagement indicators, such as read receipts and typing indicators
These enhancements are designed to reduce customer effort, improve bot containment, and provide a more intuitive, app-like experience directly within the native messaging client.
Suggested actions
Suggested actions enable you to send buttons that trigger specific actions on the user's device, moving beyond simple text replies.
- Supported actions:
- Open URL: Opens the user’s default web browser to a specified link.
- Open URL with WebView: Loads a webpage directly inside the messaging app for a seamless experience.
- Initiate a phone call: Opens the user's dialer with a pre-filled phone number.
- Share location: Allows the user to view a specific location on a map.
- Configuration: Configurable via the Universal interaction in Conversation Builder or the Structured Content widget in the Agent Workspace.
Engagement indicators
To foster trust and transparency in conversations, we have enabled standard messaging indicators:
- Read receipts: Consumers can now see when your brand has read their message, providing confirmation that their query is being reviewed.
- Typing indicators:
- Agent view: Agents can see when a consumer is typing, helping to prevent overlapping messages.
- Consumer view: Consumers can see when an agent is typing, providing assurance that a response is underway.
Key features and benefits
- Enhanced engagement: Moves RCS beyond text-only capabilities, allowing for app-like interactions that increase customer engagement.
- Reduced friction: Interactive buttons like suggested actions remove the need for customers to type out full responses, speeding up resolution times.
- Improved conversions: Provides clearer calls to action (e.g., "Open URL"), which drives higher conversion rates compared to standard text links.
- Better context: Read receipts and typing indicators provide real-time feedback, increasing trust and reducing abandonment.
Get started with RCS
Don't have RCS Business Messaging yet? These new rich features are just one part of this powerful channel. To begin the onboarding process, complete our Brand Interest Form.
Get started with these new features
Engagement indicators are enabled by default.
To get started with suggested actions, see the complete JSON template, code examples, and full list of properties in the official documentation in our Developer Center.