RCS Business Messaging (RBM) agents enable businesses to achieve their goals through dynamic communication with users. Whether it’s a simple task like sending delivery notifications or a complex one like booking a flight, RBM agents use rich cards, media, and suggestions to facilitate fluid, engaging conversations that meet both user and business needs.
How RCS Business Messaging Works
The interaction between your RBM agent and a user mimics a natural conversation, with each party taking turns speaking, listening, and responding.
Agent-Initiated Conversations:
RCS Business Messaging agents initiate the conversation with users based on configured external triggers. Users cannot start conversations with your agent, but they can reply anytime after the agent sends the first message.
Triggers for Sending Messages:
Examples of triggers include:
- A package ships.
- Time-sensitive promotions, like lunchtime sandwich deals.
Message Flow:
If the user’s device doesn’t support RCS, the RCS Business Messaging platform returns a 404 error, prompting the agent to fall back to another technology, such as SMS.
Once triggered, the agent sends a message to the user’s device using the RBM API. Messages, events, and other requests are sent as HTTP requests with JSON payloads.
User Response Handling:
When a user responds, Google’s RCS Business Messaging service forwards the message to your configured webhook. The webhook passes the information to the agent as JSON.
The agent decodes the JSON, processes the response using internal logic or a natural language understanding (NLU) module like Dialogflow, and decides on a suitable reply.
Conversation Lifecycle:
Conversations continue between the agent and the user until they reach a resolution or the user stops responding.
Example Scenario: Weather Update
- A user requests a weather update, triggering the agent.
- The agent sends a message acknowledging the request and asks for the user’s location.
- The user provides their address via the Messages app.
- The agent processes the response, fetches the weather details, and sends the update. It also inquires if the user needs information for another location.
- The user thanks the agent, concluding the interaction.
- The agent acknowledges the user’s response and ends the conversation.
Encryption
RBM messages are encrypted between RBM agents, Google servers, and users’ devices. Google scans messages for malicious content to ensure the safety of all users and businesses. For this reason, partners cannot use their own encryption keys.
Common Trigger Examples
Order Confirmation: Sending a message after an order is placed.
Delivery Notification: Informing a user about an order dispatch.
Customer Support: Following up on a live chat request with RCS/text communication.
Once a trigger activates, the agent sends a message to the user’s default messaging app using the RBM API. If the user replies or triggers an event (e.g., fills out contact details to learn more about a product), Google’s RBM service forwards the response to your webhook. The webhook then passes the information to your agent, which decides on an appropriate reply and continues the conversation until its conclusion.
FAQ’S Related to RCS Business Messaging Service in Erode
1.What is RCS Business Messaging (RBM)?
RBM is an advanced messaging protocol that allows businesses to communicate with users through rich, interactive messages. It upgrades traditional SMS with features like branded communication, rich media, and two-way interaction.
2.How do RBM agents initiate conversations with users?
RBM agents start conversations when an external trigger is set, such as an order confirmation or delivery notification. Users can then reply to these messages to continue the interaction.
3.What happens if a user’s device doesn’t support RCS?
If a device doesn’t support RCS, the RBM platform falls back to another technology, such as SMS, ensuring the message is delivered.