Agent Requirements

All RCS Agents have a displayed name and description. Each has a character limit, and must meet specific requirements. 

Agent Description Examples

• Receive promotions, product updates, and place orders for [product]
• Schedule service appointments with [brand]
• Connect with a live agent about your account, billing, and services
• Get prescription refill reminders and status updates
• Stay informed with account alerts, outage notifications, and service communications

User Experience and Flow

RCS agents must provide a detailed outline of expected user interactions, including: 

• Use case(s) (See Use Case Restrictions below)
• User interactions and UI elements (eg. suggested replies, actions, WebView, calendar, location)
• AI integrations or natural language understanding (NLU) capabilities
• Message triggers and frequency
• Opt-in method (See Call-to-Action below)
• Opt-in confirmation 
• HELP/Customer care keyword and response
• STOP/Opt-out keyword and response

Video Recording

A video recording of the RCS messaging flow is also required. This must demonstrate the full user experience across all supported use cases, including:

• Opt-in process (if applicable)
• Confirmation message
• HELP message
• Opt-out/STOP message

The video must accurately reflect supported use cases and required actions to ensure compliance. The URL must be publicly accessible.

Use Case Restrictions

The following are prohibited or restricted use cases.

Prohibited

• Age-gated content​
• Loans​
• Political messaging​
• Social media promotions​
• Sweepstakes, contests​
• Running multiple brands in a single program

Restricted

 These programs are reviewed on a case-by-case basis, and approval is not guaranteed. Brands must have established messaging traffic and no history of compliance-related issues.

• Donations or pledges with compliant opt-in (no political)
• Debt collection:
  • Debt collection, debt consolidation, debt reduction, debt forgiveness, and repair programs are disallowed
  • Programs for payment reminders and/or account notifications related to an outstanding debt may be acceptable
  • First-party opt-in only: Consent must be granted to the direct owner of the debt; pass-through consent is not allowed
  • Messages must be formatted as payment reminder programs with no "debt collection language"
    Example: "You have an upcoming bill of $ XX.XX due on XX/XX"
  • "Third-party" debt collection is only allowed for programs sending payment reminders that have obtained direct consent
  • Implied consent cannot be granted for such programs 

Call-to-Action

A Call-to-Action (CTA) both describes the program and provides opt-in instructions to potential users. This information must be presented to end users in a clear, precise manner without any misleading or ambiguous language. Remember:

•  Affirmative opt-in consent must be explicitly obtained
• Consent is associated with a specific program. Enrolling an end user in multiple programs based on a single opt-in is prohibited. If a program has multiple use cases, it should be clearly identified in the CTA.
• Opt-in details cannot be displayed obscurely in terms and conditions related to other services​
• Click-to-chat is not considered a valid opt-in method

The primary purpose is to ensure an end user consents to receive messaging and understands the nature of the program​.

CTA Requirements

The following must be included:

• Product description​
• Message frequency disclosure​
• Complete terms and conditions or link to complete terms and conditions​ (see below)
• Privacy policy or link to privacy policy ​(see below)
• STOP keyword​
• HELP instructions (for example, Reply HELP for help), or this information must be present in the brand's terms and conditions
• Message and data rates may apply disclosure​

Terms & Conditions

Terms and conditions must be either fully displayed beneath the CTA or accessible using a clearly labeled link near the CTA and include:

• Program (brand) name​
• Message frequency disclosure​
• Product description​
• Customer care contact information​ (HELP contact)
• Opt-out information ​(STOP)
• Message and data rates may apply disclosure​

Privacy Policy

A compliant privacy policy must:

• Include a clear statement indicating no selling, renting, or sharing of end-user data, or data is only shared with messaging operators or vendors
• Be well maintained, conspicuously displayed, and easily accessible to consumers
• Be referenced in and accessible from the initial CTA​
• Clearly describe how customer information is collected, used, and shared
• Comply with all applicable U.S. privacy laws

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