RCS: deploy your chatbot where your customers are

Summary:

• RCS (Rich Communication Services) messages are the successor to traditional SMS: they enrich exchanges with images, videos, carousels, interactive buttons, and read receipts, while remaining accessible directly from the native messaging app.
• This technology revolutionizes customer relations by making every interaction more engaging, fluid, and personalized. Companies can thus enhance the customer experience, improve satisfaction, and boost conversions through interactive and measurable messages.
• Thanks to Dydu’s RCS/SMS chatbots, it is possible to automate these exchanges, offer 24/7 support, and personalize each conversation according to the customer profile. In just a few clicks, your campaigns become intelligent, effective, and user-centered.

What exactly is RCS?

RCS (Rich Communication Services) is a mobile messaging protocol that enhances traditional SMS by adding rich and interactive features. These include media sharing, read and typing indicators, group chat, action buttons, and carousels.

Google has integrated RCS into its Messages app and promoted its global deployment. The goal is to offer a uniform, interactive, and integrated messaging service directly on compatible devices.

What is the difference between RCS and SMS?

SMS and RCS differ mainly in their level of interaction and customization. SMS is limited to text, while RCS enriches each message with images, videos, interactive buttons, or carousels. It also allows you to track the recipient’s reading and typing, and create dynamic group conversations.

In short: SMS informs, RCS engages.

To go further and reach all customers, even those whose phones are not RCS-compatible, a solution such as Time2Chat complements this approach.

Time2Chat: a complementary solution?

Not everyone has an RCS-compatible phone, so Time2Chat completes the equation, transforming traditional SMS into unlimited conversation for 24 hours:

• Simple conversational experience: start with an SMS, then enjoy free and unlimited exchanges for a 24-hour session.
• Universal channel: accessible to everyone, with no app or technical requirements.
• Immediate use: appointment confirmation, order tracking, after-sales service, notifications, quick surveys.

Real-life example: a customer receives a delivery notification → they reply to reschedule the delivery time > they ask the bot a question > all of this is possible within the same 24-hour session, with no technical barriers.

How does it integrate with Dydu?

This is where conversational AI comes into its own:

• The Dydu chatbot can be connected to Time2Chat to automate exchanges during the 24-hour window.
• The customer chats via text message as they would with a human advisor.
• The bot responds, provides information, suggests options, or directs the customer to an agent if necessary.

The result: the company benefits from a universal channel (SMS) enriched by conversational intelligence.

Why is RCS an opportunity for businesses?

This conversational channel improves customer relations by making each message attractive and measurable.

• Enriched experience: visuals, videos, clickable buttons, etc.
• Trust: verified and secure sender.
• Performance: detailed statistics (read rate, clicks).

Players such as Doctolib, Century 21, TheFork, and Skello are already using SMS 2.0 to improve the customer experience and increase their conversions.

RCS and conversational AI: what is the potential?

The combination of this advanced messaging mode and chatbots has opened up new opportunities for businesses. It improves communication while offering a seamless experience tailored to each user.

With this combination, you can:

• Automate customer service 24/7: instant answers to frequently asked questions and support throughout the process.
• Guide customers through their journey: buttons, carousels, and quick responses for making appointments, requesting information, or tracking orders.
• Integrate transactions directly into the conversation: confirmation, payment, and tracking, all in the same channel.

The benefits of SMS 2.0 coupled with chatbots apply to several specific situations, which we detail below.

What are the specific use cases for RCS chatbots?

RCS solutions transform a simple message into a true digital interaction. Depending on your industry, there are many benefits:

• Education & e-learning: exam reminders, important notifications, bot-based assistance for recurring questions, and enhanced platform authentication.
• Healthcare: appointment reminders, treatment notifications, post-consultation follow-up, and automated satisfaction surveys.
• Real estate: prospect qualification, property recommendations tailored to buyer profiles, appointment management, and integrated electronic signatures.
• Human resources: rapid distribution of targeted job offers, interview confirmations to reduce absenteeism, chatbot for frequently asked questions (vacation, payroll, scheduling).
• FoodTech & hospitality: reservation confirmations and reminders to limit no-shows, welcome or post-stay messages, orders and payments tracked directly via RCS.
• Retail & e-commerce: follow-up on abandoned shopping carts with tailored offers, interactive order tracking notifications, enhanced loyalty programs, and VIP invitations.

RCS chatbot: how does it work for your customers?

Your customers receive information directly in their Google Messages app on Android or, more recently, on iOS.

If the phone is not compatible, the message automatically reverts to a traditional SMS (fallback). With this technology, you can provide instant, targeted responses 24/7. The experience remains simple and natural, and strengthens customer engagement and satisfaction.

Now you know how RCS chatbots can improve the everyday customer experience, let’s see how your business can take action and easily launch its first RCS campaign.

How to launch an RCS campaign in your business?

Launching an RCS campaign is quick and easy:

1. RCS agent registration: your brand is validated by Google and operators to ensure security and identification.
2. Integration via API (smsmode): your RCS messages are connected to your existing systems to automate sending and tracking.
3. Automation and Dydu chatbot: configure your scenarios, automate responses, and track statistics in real time.

Request a Dydu demo to see how your company can launch its first RCS campaign effectively.

Do you need technical skills to launch an RCS chatbot?

No technical skills are required for your teams. Dydu and smsmode offer a turnkey solution, taking care of configuration, integration, and support. You will be trained on the Bot Management System (BMS), an intuitive and simple interface that allows you to manage the knowledge base, test responses, and track bot performance. The success of the bot depends above all on your business knowledge and user needs to provide the right answers and solutions, not on your technical skills.

RCS and CRM: how to connect enriched messaging to your internal tools?

RCS conversational AI integrates easily with your existing tools: CRM, calendars, e-commerce, customer service. Dydu offers connectors for platforms such as Salesforce, ServiceNow, Jira, and other tailor-made solutions according to your needs.

Managing an RCS project: What role do Dydu, smsmode, and your teams play?

Dydu and smsmode handle the technical implementation and support. Your teams focus solely on content and conversational scenarios via the BMS. A Customer Success Manager guides you after deployment to optimize and enrich the bot over time.

The RCS message, a key lever for conversational marketing

SMS 2.0 is not just an evolution of SMS: it is a true conversational channel that transforms customer relations. Richer, more interactive, and measurable, it allows companies to engage their users in a simple and effective way. Combined with a Dydu chatbot, it becomes a powerful tool for automating exchanges, personalizing journeys, and offering 24/7 availability.

Launch your RCS chatbot now with Dydu.