RCS (Rich Communication Services) is the next generation of SMS and MMS. Thanks to the functions of the RCS channel, you can raise classic text messages to the level of Messenger or WhatsApp.
RBM messages (Rich Business Messaging) are designed to work like any other chat application. This function is natively supported on Android phones, so the addressee does not need to install any additional software on their phone - the RBM message will be received in the same way as a classic SMS. However, RBM messages are sent and received over the Internet via the RCS communication protocol, which runs in the background.
RBM is not limited by the number of characters unlike SMS (160 characters). Thanks to RBM, you can have a conversation with the customer and send them pictures and videos.
It also allows you to send carousels, cards and provide buttons for the customer to respond faster.
Attractive multimedia content can be incorporated into RBM messages. Each company can customize the chat window according to their company colours and add their logo. The sender is verified, so communication is safe for customers. Messages have a high read rate, which increases the effectiveness of campaigns. RBM enables delivery, read and write notifications.
In previous cases where we deployed our RBM bot, the campaign had an open rate of 91 %. Of these,
60 % of people responded to the message.
Compared to SMS, RBM is suitable for companies that want to create content-rich dialogues with end customers and find out/provide more information about their services/client needs.
Sending RBM messages has been enabled by the operator T - mobile since October 2021. The operator O2 started operations on February 1, 2023. Vodafone has not yet commented on the launch of RBM.
Yes, switching to an operator is possible in the coworkers.ai solution. The operator will then see the entire conversation history.
If the recipient of the RBM message has their phone turned off, the message waits in the network for 30 days. When you turn on the phone, the message will be delivered. However, the sender (agent) can revoke the message if it is no longer relevant.
RBM messages are not subject to ZOEK (127/2005 Coll. Act on Electronic Communications). The same GDPR rules apply to them as to any other contact (email, SMS, etc.).
A specific feature of RBM is the requirement for an agent to be able to process a STOP message. If the customer sends this message, the agent must not communicate with the client any further (except for a final no-contact message).