Maximize customer interaction with the RCS 24-hour window

Interactive and rich features make RCS a valuable tool for businesses looking to engage and connect with their audiences. Unlike SMS, which can incur unplanned costs due to character limitations and message segmentation, RCS offers a reliable, interactive, and media-rich communication experience.

What is the 24-hour window?

The RCS 24-hour window begins when a customer starts or responds to a conversation with your business. During the window, all exchanged messages are covered under one conversational fee. This is subject to your commercial agreement.

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Note

Button or link clicks don’t start the 24-hour window. Only actual customer text-based response messages, such as quick replies, start the 24-hour window.

Single messages

• Purpose: Ideal for one-way communications or to initiate a conversation with your customers.
• Examples:
  • Send a discount offer.
  • Follow up on abandoned carts.
  • Send reminders for subscription renewals or account verification.

When the customer replies to your message, the 24-hour conversational window starts. This is subject to your commercial agreement.

Conversational messages

• Purpose: The 24-hour conversational window is a cost-effective option for long brand-customer exchanges.
• Examples:
  • Answer product inquiries.
  • Provide personalized support.
  • Share order updates or FAQs.

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Note

For details on plans and pricing, contact your Customer Success or Account Manager.

How the 24-hour window works

Brand-initiated conversations

1. You send a message. A fee applies to the message.
2. The customer responds within 24 hours.
3. A conversational session starts. Your first reply incurs a conversational fee. All further messages within the window are included in that fee.
4. If the customer doesn’t reply within 24 hours, the window closes.

User-initiated conversations

1. The customer sends a message to your business, opening the 24-hour window.
2. Your first reply incurs a conversational fee. All further messages within the window are included in that fee.
3. If the 24-hour window ends without a response, the conversation is closed.

Strategies to maximize value from the 24-hour window

Encourage interaction

Prompt immediate responses with personalized calls to action, allowing you to continue engaging without extra cost. Using interactive elements in your messages can increase engagement rates.

Personalize your messaging

Tailor messages based on individual preferences or past behavior. Customers who feel the content is relevant are more likely to reply.

Segmentation

Target RCS messaged customers with compatible devices or past engagements. Focusing on customers that are most likely to engage helps maximize ROI.

Keep conversations active

Present new details such as upcoming sales, product recommendations, or guides right after the customer responds. This approach sustains dialogue within the free messaging window, keeping customers engaged and increasing the chance of follow-up actions.

Cross- and upsell

Capitalize on the 24-window to offer complementary or upgraded products soon after a purchase. Once customers respond, send unlimited follow-up suggestions, such as related accessories, subscription plans, or service add-ons, without additional messaging costs.

Gamification

Boost engagement by sending fun challenges, quizzes, or mini-games that invite a response. Offer one-tap responses and, if customers reply, continue the dialogue to ask follow-up questions.