RCS good practices

Index:

1. Visual Identity
2. Opt-in
3. Opt-out

For your agent to be launched on the RCS channel it is necessary to follow the guidelines below

Visual Identity

Agents cannot rely on the UI - User Interface of an app or webpage and should not try to mimic them. Instead, agents need to rely on carefully crafted conversations that meet the needs of their customers, guiding them with verbal cues, suggestions and good error handling.
Agents should also not mimic phone lists or interfaces that rely on users responding with a number that represents a particular action.
The customer should be able to communicate with agents naturally, the same way they would communicate with another person in a conversation.

Opt-in

To ensure that you do not send spam or facilitate the transmission of spam, please follow the guidelines below:

• Make sure you only text customers who have explicitly opted in to receive your messages;
• Do not send unwanted promotional or commercial content or send aggressive messages to users;
• Comply with applicable local regulations, such as specific acceptance requirements before texting mobile subscribers, record keeping, or opt-out requirements.

Editorial and technical requirements

To facilitate high-quality user experiences, make sure your content complies with the following editorial and professional standards:

• Grammar, spelling and spacing: all commercial content should use commonly accepted spelling, basic grammar and be written in logical sentence form.

• Symbols: no excessive use of numbers, letters, punctuation marks or emoticons.

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  Capital letters: Business content should not contain excessive or incorrect capital letters.

• Misleading text: commercial content should avoid repetition of words, phrases and punctuation and should not include any unnecessary or irrelevant text.

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  Image and video quality: the image and video should not be low quality, confusing, appear sideways or upside down.

Opt-out

• When a customer indicates that they would like to stop receiving messages from your agent, you should respect their choice.

• Your agent must understand when users respond "EXIT" and must react appropriately.

• Your agent must understand the various ways customers can communicate their desire to stop receiving messages, including any and all languages they may use to communicate their wishes. Please refer to the laws and best practices for your country of operation on how to respond to EXIT and other mandatory commands.

• Because it is a Google requirement the entire flow must allow the conversation to be ended at any time. So your conversational flow should recognize words like: exit, terminate, stop, end and other words that show the user wants to end the conversation.

For more information, access the discussion on the subject in our community or the videos on our channel. 😃