The Complete Guide to RCS in Patient Copilot

| --- | --- | --- | --- | | Reach | Compatible devices only | Nearly universal | Nearly universal | | Branding | Business identity visible | Phone number | Phone number | | Media | Native rich media & cards | Text only | Media (less consistent) | | Buttons | Yes | No | No | | Read receipts | Often available | No | No | | Fallback | Falls back to SMS | N/A | N/A | Best Practice: Always design messages so they still work as SMS. * * * ## What you can do with RCS in Patient Copilot Depending on your plan and launch scope, you can typically: - Send 1:1 RCS messages from Conversations - Send RCS campaigns using Bulk Actions - Use media (images) and actions/buttons (where enabled) - Track delivery signals (and “read” where available) - Use SMS fallback when a recipient can’t receive RCS * * * ## RCS Availability & Requirements (US Launch) ### Who Can Receive RCS? RCS can be delivered to recipients who: - Have an RCS-supported device - Use an RCS-capable messaging app - Have RCS enabled - Are on a supported carrier/network Some recipients will receive RCS, others will receive SMS fallback. ### 1. Device & App Support RCS is commonly supported on: - Many Android devices using an RCS-capable messaging app (often Google Messages or carrier-supported apps) - Recipient-side settings must allow RCS features (users can disable RCS) ### 2. IPhone Support RCS support on iPhone depends on OS/app ecosystem and carrier enablement. For many audiences, iPhone recipients may receive SMS fallback instead of RCS. Note- 1. Always design your messaging so it still works when delivered as SMS. ## 3. Carrier/network factors (why results vary) Even within the U.S., - Results may vary based on carrier and network conditions. - Some carriers or device configurations may limit RCS support, affecting available features. - Temporary network issues can trigger fallback from RCS to SMS/MMS. - App-level settings, such as “Chat features” or read receipts, can also change the messaging experience. ### 4. Media & Feature Variability RCS features can vary across recipient apps. When building rich messages: 1. Keep copy clear even without rich components 2. Avoid relying on a single button or image for critical info 3. Always include a plain-text fallback message * * * ## RCS Compliance & Consent (US) ## 1. Opt-In Requirements You should send RCS only to recipients who have explicitly opted in. Your opt-in must clearly state: - Message type (promotions, reminders, updates, etc.) - Expected frequency (“up to X per week/month”) - How to opt out ## 2. Opt-Out Handling Recipients must be able to opt out easily. - Treat common keywords like STOP, UNSUBSCRIBE, CANCEL, END, QUIT as opt-out signals. - Once a contact opts out, they should not receive further messages unless they opt back in. ## 3. Content guidelines (restricted/prohibited content) To protect deliverability and compliance, avoid sending: - Deceptive or misleading content - Spammy/repetitive content without consent - Content that violates Twilio policies or applicable laws/regulations For regulated industries, ensure your content aligns with your legal obligations. ## 4. Brand identification & user trust RCS is a more branded channel; keep your sender identity consistent: - Use a sender name that matches your business or website - Ensure your website and sender profile describe the same business - Provide valid contact/support information ## 5. Quiet hours and frequency best practices - Send during reasonable local hours to respect recipients’ time and avoid disruptions. - Keep frequency aligned with what was promised at opt-in to maintain trust and prevent message fatigue. - Provide value first reminders, confirmations, and helpful updates typically perform best and drive stronger engagement. * * * ## Set Up RCS in Patient Copilot ## Before You Start Make sure you have the following: - RCS enabled on your Patient Copilot account - A connected Twilio account - Your business identity details: - Brand name - Website (recommended) - Support email and/or phone number - Business address (recommended) - Logo (if supported) - A clear opt-in process for messaging ## Step 1: Enable RCS Please contact Patient Copilot Support to enable RCS for your account. ## Step 2: Create Your RCS Sender Profile - ISV locations: Reach out to Patient Copilot Support to create your sender profile. - Non-ISV locations: Share your sender details with Support for setup. For guidance, refer to this article: How to Onboard an RCS Sender ID in Patient Copilot (Non-ISV) Sender details typically include your brand information and business identity listed above. ## Step 3: Submit for Approval Patient Copilot Support will submit your RCS sender profile for approval on your behalf. Approval is required before you can begin sending RCS messages. ## Step 4: Configure SMS Fallback To ensure message delivery when RCS is unavailable: 1. Go to Settings → Messaging → RCS → Fallback 2. Enable: Fallback to SMS This ensures: - RCS messages are sent to compatible recipients - SMS is automatically used when RCS is not available ## S****tep 5: Send a Test Message 1. Go to Conversations 2. Select a test contact (a US Android device is recommended) 3. Send a text-only message first 4. Then test rich content (if enabled) Note: Some recipients may receive an SMS fallback instead of RCS, this is expected behavior. * * * RCS UI Interface Walkthrough 1. Sending RCS Messages ## 1:1 RCS (Conversation UI) You can send RCS directly from Conversations. Steps: 1. Open a contact thread 2. Compose your message 3. Select the approved RCS Sender ID 4. Send!(https://assets.patientcopilot.ai/7ee2c88b2388ecbf.png) ### Important Notes - RCS messages send only to RCS-capable recipients - Snippets cannot be sent directly from Conversation UI - Fallback occurs automatically if enabled ## 2. Sending RCS via Bulk Actions (Snippets) Bulk Actions is currently the only way to send RCS Snippets. ### Steps 1. Go to Contacts 2. Open Smart Lists 3. Select contacts 4. Click More 5. Choose Send SMS & RCS!(https://assets.patientcopilot.ai/a93135dfa5508b08.png) 6. After selecting Send SMS & RCS, the following configuration screen appears: ## Bulk RCS / SMS Configuration Screen The configuration window includes the following fields: ###!(https://assets.patientcopilot.ai/ba5787581ebff992.jpg) ### A) Action Name (Required) 1. Name your campaign. 2. This field is mandatory. ### B) From RCS Sender ID 1. Select an approved Sender ID from the drop down 2. Only registered and approved Sender IDs will appear here. ### C) Pick an RCS Template (Required) 1. Choose a previously created RCS snippet. 2. Only previously created RCS snippets will appear in this dropdown. ### D) Mode Selection Choose how the RCS message will be delivered: - Send All at Once - Sends the message immediately to all selected contacts. - Send at Scheduled Time - Sends the message at a specified future date and time. - Send in Drip Mode - Sends messages gradually over a defined time period. A note appears indicating: The action will be performed over a period of time, and progress can be tracked on the Bulk Actions page. Consent Confirmation Checkbox- This checkbox must be selected before proceeding. E) Final Action 1. Click Send RCS to execute the campaign. 2. If Check Progress is selected. You are taken to the Bulk Actions page!(https://assets.patientcopilot.ai/c5896fbaec03ed58.png) Note- Bulk Actions is currently the only method for sending RCS snippets. ## 3. Creating RCS Snippets RCS Snippets are pre-designed RCS message templates that allow you to send structured, rich messages instead of typing messages manually each time. They are reusable message formats created inside the platform and can include interactive and visual elements supported by RCS. RCS snippets can be created under: Conversations → Snippets!(https://assets.patientcopilot.ai/7e5e3b286ced191f.png) Available formats: - Plain Text - Standalone Card - Carousel!(https://assets.patientcopilot.ai/8f93ffedb85a7ed4.png) Explanation- 1. Plain Texts is used to send a simple text message. You enter the message content, and a live preview shows how it will appear on the recipient’s device. This format does not include media or buttons. ###!(https://assets.patientcopilot.ai/34d64ee01965dac9.png) 2. Standalone card allows you to create one rich card with a title, description, and uploaded media. You can add up to three action buttons. A fallback SMS message is required in case the contact is not RCS-capable.!(https://assets.patientcopilot.ai/c0d858535cbc29d7.jpg) 3. Carousel allows you to create multiple rich cards in a swipeable format. Each card includes a title, description, media, and up to two action buttons. A fallback SMS message is required for non-RCS-capable contacts!(https://assets.patientcopilot.ai/d4e90d9eed24055e.jpg) * * * ## RCS Message Statuses RCS messages display status indicators reflecting message progress, such as: - Sent - Delivered - Opened These statuses are visible within the conversation interface. * * * ## Fallback to SMS: How It Works Fallback occurs when: - Recipient cannot receive RCS - Network limitations exist - Rich components aren’t supported If fallback occurs: - The recipient receives SMS - Billing may reflect SMS pricing Opt-outs apply across both RCS and SMS. * * * ## Opt-Out Behavior - Opt-out text is appended to the first 1:1 RCS message - It does not repeat periodically like SMS - Texas blocking rules apply the same as SMS/MMS - STOP and equivalent keywords suppress across channels!(https://assets.patientcopilot.ai/ca1b3b4475f6048f.png) * * * ## RCS Pricing & Billing RCS billing depends on the message type and destination. A) Message Type Basic RCS messages (plain text) and Single RCS messages (rich content with media or attachments) are both billed for inbound and outbound traffic. B) Billing Structure by Region 1. United States (US) - Basic Outbound/Inbound → Charged per segment - Single Outbound/Inbound → Charged per message (static rate) | Region | Message Type | Direction | Billing Unit | Price (USD $) | | --- | --- | --- | --- | --- | | US | Basic RCS Text | Outbound | Per segment | 0.0083 | | US | Basic RCS Text | Inbound | Per message | 0.0083 | | US | Rich RCS | Inbound | Per message | 0.0165 | | US | Rich RCS | Outbound | Per message | 0.0220 | 2. Non-US - Basic/Inbound → Charged per message (static rate) - Single Outbound/Inbound → Charged per message (static rate) ## C) Carrier Fees RCS carrier fees are billed as follows: - Usage Category → Billed directly by Twilio - Agency Accounts → Same pricing as Twilio - Location Accounts → Twilio pricing + 5% markup ## D) Failed Message Billing Logic ### Scenario 1 RCS fails → SMS fallback delivers successfully → No RCS charge ### Scenario 2 RCS fails → SMS fallback fails → Static charge applies: Note- If the failure error falls under below errors no processing fee is incurred in scenario 2 - Twilio internal errors: 12400, 20500, 20504, 30103, 30500, 63010, 63012 - Validity Period Expiration: 30036 - Twilio account suspension or Twilio imposed trial and fraud detection limits: 30002, 30454, 63038, 90010, 30044 - SMS Pumping Protection: 30450 - Geo-Permissions failures: 21408 - Meta-imposed WhatsApp restrictions beyond customer control: 63013, 63018, 63021, 63024, 63032 - Error 30008 (Note: Some 30008 errors may show as “Undelivered.” These already incur termination costs and are not subject to additional processing fees.) - First attempts where there is a “Fallback” feature in use, eg. RCS fallback to SMS, the first failure will not be charged, only if the final SMS failed then a single charge would be applied * * * ## Frequently Asked Questions Will every message be RCS? No. Some recipients will receive SMS fallback. Can I use my existing phone number? RCS often displays brand identity instead of a phone number in supported inboxes. How long does approval take? Timelines vary depending on submission quality and review volume. Can I send images and buttons to everyone? No. Not all recipients support rich components. Always include text fallback.