Page Summary
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Every RBM agent requires a predefined use case to categorize it and apply the appropriate business rules for a good user experience.
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RBM supports four use cases: One-time passwords (OTP), Transactional, Promotional, and Multi-use, each with specific rules on what messages can be sent and which may vary by country.
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The OTP use case is for sending one-time passwords for authentication or transaction confirmation and cannot include promotional content.
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Transactional agents send notifications and updates relevant to existing services or products, such as purchase confirmations or account updates, but cannot include promotional offers.
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Promotional agents send sales, marketing, and promotional messages, and cannot include OTP or time-sensitive transactional information.
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Multi-use agents can send a combination of transactional and promotional messages but are restricted from sending OTP or operating as transactional-only or promotional-only agents.
Every RCS for Business agent needs a predefined use case. This helps categorize your agent and apply the right business rules for a good user experience.
RCS for Business supports four use cases:
- One-time passwords (OTP)
- Transactional
- Promotional
- Multi-use
Each use case has rules about what you can send, which may vary by country. To learn more about each use case and find the best fit for your agent, review the detailed descriptions.
Choose the right use case for your agent
One-time passwords (OTP)
The OTP agent sends a one-time password required to securely authenticate an account or confirm a transaction. You can use this agent for:
- OTP / 2FA for account login
- Password resets
- Completing online commercial transactions
This use case can't include:
- Product information or notifications
- Offers, promotions, discounts, upgrades, or information related to goods and services
Transactional
The Transactional agent sends notifications, updates, or alerts to share information directly relevant to a customer's existing services or products. For example:
- Fraud and suspicious activity notifications
- Purchase confirmations for goods and services (appointment and ticket confirmations)
- Updates to a customer's existing products or services (boarding pass, airport gate, shipping information, and appointment updates)
- Product or account information and updates (account statement, customer status, terms of use, warranty, or product safety)
- Requesting feedback about a purchased product or ongoing service
- Editorial and media content (newsfeeds and news alerts)
This use case can't include:
- Offers, promotions, discounts, or upgrades for new or existing products and services
Promotional
The Promotional agent sends sales, marketing, and promotional messages to new or existing customers, with the goal of increasing awareness, engagement, and sales. For example:
- Offers, promotions, discounts, upgrades for new or existing products and services
- Follow-ups to complete commercial transactions that the user has started with the business, such as a reminder about an abandoned shopping cart
This use case can't include:
- OTP and 2FA for account login
- Time-sensitive product and service information or transactions
Multi-use
The Multi-use agent sends a combination of transactional and promotional messages, such as sending an account notification followed by a discount offer or upgrade for a new product or service. You can only use this agent for conversations that include both transactions and promotions. For example:
- A transaction that's followed by related promotions or sales, such as when an airline sends a boarding pass, then offers a seat upgrade.
- A promotion that leads to a purchase, followed by payment confirmation, shipping notifications, and customer satisfaction survey.
- A promotion that leads to account creation, followed by regular account updates and notifications, such as appointment reminders.
- Sending pins, passwords, and passcodes for completing transactions that are part of the conversation flow.
This use case can't include:
- OTP and 2FA for account login
- Password resets and any other information for secure account access
- Transactional-only use cases
- Promotional-only use cases
You can request to launch a multi-use agent with only one active use case defined (either promotional or transactional). This applies to agents launched in the following countries:
- Croatia
- France
- Germany
- Italy
- Portugal
- Romania
- Spain
- United Kingdom
- United States
However, you are still required to implement the second use case and provide proof to the RCS for Business Support team within six months of the agent's launch. For more information, see Submit a launch request.
Use cases and business rules
RCS for Business agents need to follow specific requirements depending on the country of subscribers they are reaching. Use case availability and business rules vary by country and may be updated over time.
| Use cases | Available countries |
|---|---|
| OTP | Globally |
| Transactional | Globally |
| Promotional | Globally |
| Multi-use | Not available in India |
Reputation score
The reputation score reflects an agent's performance based on user feedback and spam reports. There are three tiers:
- High: Low spam reports, indicating strong adherence to best practices.
- Medium: Moderate spam reports, requiring regular monitoring. This is the default reputation score for all agents.
- Low: High spam reports, requiring immediate attention and remediation.
Business rules for India
Traffic limit for promotional agents
Promotional RCS for Business agents operating in India are subject to traffic limits based on their reputation and a rolling 28-day period. All new agents start with a low reputation by default.
These traffic limits apply to:
- Total number of initial messages sent to a specific user within a rolling 28-day period.
- Total number of unique users an agent can reach within that same period.
Limits on total initial messages per user
| Agent reputation | Total initial messages an agent can send within a rolling 28-day period |
|---|---|
| High | 8 |
| Medium | 4 |
| Low | 2 |
Limits on total unique users
| Agent reputation | Total unique users an agent can reach within a rolling 28-day period |
|---|---|
| High | 300 million |
| Medium | 25 million |
| Low | 1 million |
Communication hours
Businesses can only initiate conversations between 7AM and 10PM (7 days a week).