RCS Agent Builder [BETA]

The Vonage RCS Agent Builder provides a streamlined process for managing RCS (Rich Communication Services) agents. Developers and operations teams can effectively manage campaigns across carriers and regions by centralizing the setup, verification, deployment, and monitoring of RCS agents:

• Centralized Dashboard Management - Create, configure, and monitor agents through a unified platform. Access all management tools in one location for simplified operations.
• Automated Agent Verification - Use the RCS Agent Builder verification process to authenticate your business identity. Verified agents improve message credibility and prevent unauthorized access.
• Direct Carrier Deployment - Deploy agents to selected carriers and countries directly from the management interface. Ensure proper configuration and compliance before launch.
• Detailed Error Handling - The platform provides granular error codes to help identify and resolve issues during setup, verification, or deployment.

Using the RCS Agent Builder

The RCS agent management process follows a clear sequence, from agent creation through deployment and live monitoring:

To begin, Access the RCS Agent Builder.
Then, the Agent setup starts:
Step 1: Create a new RCS Agent
Step 2: Define Visual Design
Step 3: Configure Agent-Application Settings
Step 4: Test the Agent
Step 5: Verify the Brand
Step 6: Submit details for Carrier requirements
Step 7: Carrier selection
Step 8: Review and Submit the Agent

Access the RCS Agent Builder

You can access the RCS Agent Builder by clicking on the link below:

• RCS Agent Builder

or by navigating to it from within the Vonage API Dashboard:

1. Log in to the Vonage API Dashboard.
2. Go to Messaging > RCS Agent Builder. The RCS Messaging page opens. From the landing page, you can explore RCS features, view pricing, and open the developer documentation.
   If RCS is not enabled for your account, you will see a Contact Us button in the top right:
   

If RCS is enabled for your account, you will see the button to Build a new RCS agent:

3. To start creating a new agent, find and click the Build a new RCS agent button.

Create and Configure an Agent

Set up a new RCS agent through the Vonage API dashboard. This process involves registering the agent, defining its visual identity, and configuring its application settings.

Create a new RCS Agent

1. In the Create an RCS Agent form, fill in all of the required fields:

2. Click Save & continue to proceed to the next step.

Define Visual Design

1. In the Visual Design section, provide required branding elements:

Display and Visual Identity:

Contact Details:

Legal Information:

2. Preview how the agent will appear in the messaging interface.
3. Click Save & continue to move forward.

Configure Agent-Application Settings

In this section, configure the necessary connections so that your agent can send and receive updates, trigger events, and interact with other applications.

1. Do one of the following:

• Select an existing application from the list.
• Click Create a new application to register a new one.

2. Once the configuration is complete, click Save & continue.

Test the Agent

After configuring your agent, proceed with tests to ensure the agent is ready for deployment.

Add Test Devices

Before you add your test device, you must ensure it is configured for RCS testing:

• To check if RCS is supported for your device, see RCS Supported Devices.
• Activate RCS chat features: On your Android device, open the Messages app settings and confirm that Chat features (RCS) are turned on and properly connected. See How can I check if RCS is active on my device? for more detailed instructions.

Once your device is configured, you can add it as a test device to validate your agent setup in a controlled environment:

1. In the Test Messages step, enter one or more phone numbers (in E.164 format) that are associated with test devices.

2. Respond to RBM tester prompt (if applicable): Based on your RCS provider, you may receive a Google RBM tester invitation via SMS once the number is safelisted. If prompted, tap “Make me a tester” and wait for confirmation before proceeding.
3. This enables you to send test messages and verify functionality before going live. Click Send test message.

4. Once you've added the necessary test devices, click Save & continue to proceed with the verification process.

Verify the Brand

Agent verification is required to confirm your business identity and permit Vonage to operate on your behalf. Once verified, the agent gains access to RBM messaging features and trusted sender status. You must supply contact information for a verified employee at the brand who can attest to your authority and the accuracy of the submitted agent information.

Brand verification must be completed before submitting your agent for its initial launch on any carrier. Verification is only required once per agent, regardless of how many carriers the agent is launched on or whether those launches are managed by Google or directly by carriers. Once approved, your agent appears and functions for RBM-enabled users on the approved networks.

In the form shown below:

1. Provide contact information for an authorized representative who can confirm your organization’s identity. This individual must have the authority to verify agent details and approve Vonage's role as the RCS service provider. Fill in the representative's full name, company email address, phone number, and title.
2. Click Verify email address, save & continue to initiate verification and save.

Understanding Brand Verification

What is it? Brand verification is the process where a verified representative of the brand confirms the agent’s registration details and authorizes you to manage the agent as a messaging partner. This step is required before launching the agent.

What details are needed? You must provide contact information for a verified brand employee who can confirm your authority and the accuracy of the submitted agent details.

When should it be submitted? You must complete brand verification before submitting the agent for its first launch on any carrier.

Is verification required for every carrier launch? No. Verification is only needed once per agent, regardless of the number of carrier launches or whether the launch is managed by Google or directly by carriers.

How often will the brand be contacted?

• Google-managed launches: The brand is contacted only during the first launch. Once verified, the agent stays approved for all future Google-managed launches.
• Carrier-managed launches: Carriers may contact the brand individually as part of their own approval process.

Submit details for Carrier requirements

Carrier approval is required before your agent can launch in production environments.

1. In the Mobile carrier requirements step, provide all necessary details.
2. Ensure the information aligns with the business profile associated with the agent.
3. Click Save & continue to final step.

Additional points of contact

Include the full name, job title, and email address of the brand’s main point of contact for agent onboarding.

Consent Management

The Consent Management section ensures that all messaging sent through your RCS agent complies with industry regulations, Google RBM policies, and customer privacy expectations. In this section, businesses must clearly explain how users provide permission to receive messages, where that consent is recorded, and how users can revoke it at any time. Accurate and complete information is essential for audit readiness, agent approval, and maintaining user trust.

This section is organized into two parts: Opt-In Details and Opt-Out Details.

Opt-In Details

Here, you'll need to outline how you obtain user consent before sending RCS messages, confirming that you have lawful and transparent permission to contact each user.

How do users provide permission to receive messages? Select all applicable methods through which users opt in—for example, creating an account, making a purchase, or subscribing to marketing emails. This helps Google and telecom partners understand your consent flows and verify compliance with required policies.

Where do users encounter the opt-in process? Indicate all locations where users see the opt-in prompt, such as your website, mobile app, or physical store. This provides clarity on when and where consent is captured.

Provide links to website or app consent pages (if applicable). If consent is collected digitally, include the relevant URLs. Reviewers use these links to verify that your consent language is visible, accessible, and compliant. The system automatically formats your inputs depending on whether you submit one or multiple URLs.

What exact text do users see when opting in? Paste the precise message or notice shown to the user at the moment of subscription. This is required to demonstrate transparency regarding:

• the types of messages users will receive
• message frequency
• opt-out instructions
• links to policies (e.g., Terms of Service and Privacy Policy)

Providing this text ensures that your RCS agent meets legal requirements and aligns with Google RBM disclosure standards.

Opt-Out Details

This section describes how users can stop receiving messages and what automated response your agent sends when an opt-out occurs. Clearly documenting your opt-out process is essential for compliance, audit readiness, and preventing unintended messaging after a user withdraws consent.

How can users opt out?

Select all supported opt-out methods—for example, replying “STOP,” using unsubscribe buttons, contacting customer support, or adjusting preferences in your website or app settings. This ensures that users have clear, accessible ways to discontinue communication at any time.

Do you honor opt-outs immediately?

Specify how quickly your system processes an opt-out request (e.g., immediately, within 24 hours, or a custom timeframe). Google requires businesses to demonstrate timely handling of opt-out requests to safeguard user privacy and trust.

What message does your agent send when a user opts out?

Choose a default message or provide a custom response. This confirmation is automatically sent when a user unsubscribes and should clearly communicate that the opt-out has been processed, along with any relevant next steps (such as instructions for resubscribing).

Why this information is required

Consent is the foundation of responsible messaging. Google RBM, telecom carriers, and global privacy regulations (such as GDPR and regional data protection laws) require businesses to demonstrate that:

• Users knowingly provided consent
• Consent language was clear and accessible
• Users have simple and reliable opt-out options
• Opt-out requests are honored promptly

Providing accurate information in this section helps ensure that your RCS agent:

• Meets carrier and Google RBM approval requirements
• Complies with all relevant messaging and privacy policies
• Avoids suspension or message blocking
• Maintains transparency and user trust

Engagement Flows

The Engagement Flows section defines when your RCS agent initiates communication with users and how users interact with your messages. Providing this information ensures transparency, supports Google RBM approval requirements, and helps confirm that your messaging behavior is consistent, predictable, and aligned with user expectations.

This section is divided into two parts: Trigger Description and Interaction Description.

Trigger Description

This part outlines the scenarios in which your business sends its first message to a user. These triggers help confirm that your outbound communication is tied to a legitimate business action, user request, or service event—rather than unsolicited outreach.

What triggers your business to send the first message to users?

Select all relevant triggers, such as:

• purchase completion
• account creation
• delivery updates
• appointment reminders
• authentication requests
• promotional campaigns
• other service-related events

These selections help Google confirm that each outbound RCS message is associated with a valid user-initiated action or an established business relationship. If your trigger is not listed, you may specify it under “Other.”

How often do you send messages per user per month?

Choose an estimated monthly volume range (e.g., 1–2, 3–5, 6–10 messages). This information helps Google and telecom partners understand:

• expected traffic patterns
• whether your messaging cadence is reasonable
• whether your use case aligns with guidelines on frequency and user experience

Providing accurate estimates supports smoother approval and reduces the likelihood of traffic flags or rate limiting in the future.

Interaction Description

This section describes how users can engage with your RCS messages. This allows reviewers to understand your full use case—including the actions users can take and the level of interactivity your agent provides.

How will users interact with your business through RCS messages?

Select all supported interaction types, such as:

• Simple replies: short text responses, Yes/No
• Buttons / Quick actions: buttons, CTAs, URL links
• Authentication: OTP verification, secure login workflows
• Order management: tracking or modifying orders
• Appointment management: booking or updating appointments
• Payments and billing: viewing statements, completing payments
• Customer support: accessing help or escalating to an agent
• Product browsing: navigating product catalogs
• Surveys or feedback: capturing structured user input
• Location sharing: supporting store finder or pickup services
• File sharing: exchanging documents when applicable

If your use case includes a custom interaction type, you may specify it under “Other.”

These selections ensure that all interactive components of your agent are supported, compliant, and aligned with Google’s approved interaction categories.

Why this information is needed

Clearly defining your engagement flows enables Google and messaging partners to verify that:

• Your messages are triggered by legitimate, user-driven events
• You are not sending unsolicited or unexpected communications
• Message frequency aligns with acceptable user experience standards
• Your interaction patterns follow approved RCS design principles
• Your use case is fully documented and compliant with RBM policies

Accurate trigger and interaction details help ensure that your RCS agent is approved efficiently, operates reliably, and delivers a transparent and trustworthy user experience.

Agent Access & demo

The Agent Access section describes how end users discover your RCS agent and initiate conversations. This information is essential for Google RBM and carrier partners to validate accessibility, confirm onboarding flows, and ensure users can easily start and manage interactions with your business. Accurate details help reviewers understand your entry points and verify that your access methods are both compliant and user-friendly.

This section covers how users reach your agent, the instructions provided to them, and the mandatory demonstration media required for approval.

Agent Access Methods

How do users find and start conversations with your RCS agent?

Select all relevant access points through which users can enter your RCS experience. Supported options include:

• Business-initiated messages (pre-selected): users receive the first message directly from your business
• QR code scanning: from packaging, in-store displays, receipts, or digital assets
• Short code texting: texting a keyword to a designated short code
• Website integration: clicking “Message Us” buttons or deep links on your website
• Mobile app integration: initiating conversations within your app
• Social media links: starting RCS chats via Instagram, Facebook, X, etc.
• Email campaign links: RCS deep links included in email campaigns
• Google Business Profile: starting a chat directly from your profile
• Customer service referrals: agents directing customers to the RCS channel
• Other: any custom access method not listed above

Selecting all applicable options ensures that reviewers understand where users will encounter your RCS agent and how intuitive the access flow is.

Instructions provided to users

What instructions do you give users?

Provide any guidance shown to users to help them start a conversation. Examples include:

• “Scan this QR code to chat with us on RCS.”
• “Tap the ‘Message Us’ button on our website.”
• “Text START to 12345 to begin.”
• “Click the link in your email to receive order updates via RCS.”

Clear instructions allow reviewers to confirm that:

• users receive straightforward guidance
• the access method is easy to follow
• the onboarding flow is transparent and compliant

Demonstration Media (MANDATORY for Google RBM)

Google and carrier partners require evidence that your RCS agent is functional, accessible, and compliant—particularly regarding opt-out capability. This section captures the required demonstration media.

Video URL (Required)- Provide a link to a short demonstration video that clearly shows:

• how a user accesses your agent
• a working sample flow
• the opt-out mechanism functioning correctly (e.g., replying STOP and receiving confirmation)

This is a mandatory requirement for RBM agent approval.

Screenshot Upload (Optional but Recommended) - You may include one or more screenshots demonstrating key interactions or access points, such as:

• landing screens
• message buttons
• opt-out confirmation messages
• QR codes or Google Business Profile deep links

Screenshots help reviewers quickly understand your UX flow and can expedite approval.

Why this information is needed

Providing accurate access information ensures that:

• Google RBM and carriers can validate your agent’s entry points
• Your onboarding flow is clear, simple, and compliant
• Users receive transparent instructions
• Your agent demonstrates required functionality, including opt-out behavior
• Approval and launch processes proceed smoothly without delays

This section ensures your RCS agent is discoverable, functional, and meets all platform and regulatory standards for user access.

Carrier selection

Choose the specific mobile network carriers where you intend to operate.

1. In the Carrier Selection step, use the dropdown list to select carriers by country.
2. Add each desired carrier and ensure you cover all regions where you plan to send RCS messages.
3. Confirm your selections.
4. Click Save & continue to the final step.

Review and Submit the Agent

Before submitting your RCS agent for provisioning, review all the details to ensure accuracy and completeness.

1. Carefully check all configuration, business, and carrier details.

2. You must acknowledge your understanding of applicable setup fees before submission.
3. After reviewing and accepting the terms, click Confirm & submit to send the agent configuration for final processing.

Manage and Monitor Agents

After submission, you can continue managing your RCS agents through the My agents section of the Vonage API dashboard.

1. Navigate to My Agents to view the status of submitted agents, monitor progress, and access configuration details.
2. Use the dashboard to track verification, carrier approval, and launch status.
3. You can update agent settings or make changes as needed, depending on the submission stage:

Agent Editing Rules:

• If the agent has not been submitted to carriers:
  You can update agent details directly from the portal — except for key attributes such as billing category, hosting region, or other critical configuration fields.
• If the agent has already been submitted to carriers:
  You cannot edit the agent via the portal. In such cases, please reach out to rbm-support@vonage.com to request modifications.
  This process involves:
  • Unlaunching the agent from the carrier(s).
  • Applying the requested changes.
  • Re-submitting the agent for carrier launch approval again.

Agent Status Details:
Once submitted to carriers, the agent will appear in a Pending state. Based on the carrier review, the status may change to Launched or Rejected.

4. Ensure that all updates are reviewed carefully before saving.

Further reading

RCS Brand and Agent Builder using Channel Manager API