Rich Communication Services (RCS) is a modern messaging standard that lets businesses send richer, more interactive messages than traditional SMS — branded sender identity, images, tappable buttons, cards, and carousels.
RCS is accessible through HighLevel Labs. Agencies enable it for selected sub-accounts, then each business registers an RCS sender and waits for approval before sending live messages. When a recipient cannot receive RCS, HighLevel automatically falls back to SMS (if enabled).
RCS is not enabled by default. It must first be turned on through Labs for the sub-account. Labs access alone does not mean you can send — an RCS sender must also be registered and approved by carriers and providers.
RCS is currently available only for customers using LC Phone (LeadConnector Phone System). Customers using other phone providers must switch to LC Phone to enable and use RCS.
What is RCS?
RCS is a modern messaging standard that allows businesses to send richer, more interactive messages than traditional SMS. With RCS, you can send:
- Branded messages — business name displayed in supported inboxes
- Images and rich layouts
- Tappable buttons — Call, Open URL, Suggested Replies
- Interactive cards and carousels (if enabled)
When a recipient cannot receive RCS, HighLevel automatically falls back to SMS (if enabled).
Why Use RCS Instead of SMS?
RCS helps you:
| Feature | RCS | SMS | MMS |
|---|---|---|---|
| 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 |
Always design messages so they still work as SMS.
What You Can Do with RCS in HighLevel
Once RCS is enabled through Labs and your sender is approved, you can typically:
- Send 1:1 RCS messages from Conversations
- Send RCS campaigns using Bulk Actions
- Automate RCS with dedicated Workflow 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)
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.
- 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)
RCS can be supported on both Android and iOS devices, depending on the recipient’s device, operating system, messaging app, carrier, and RCS settings. If RCS is unavailable for a recipient, HighLevel can use SMS fallback when fallback is enabled.
- Results may vary based on carrier and network conditions, even within the US.
- 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.
RCS features can vary across recipient apps. When building rich messages:
- Keep copy clear even without rich components
- Avoid relying on a single button or image for critical info
- Always include a plain-text fallback message
Always design your messaging so it still works when delivered as SMS.
RCS Compliance & Consent (US)
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
- How to get support
Recipients must be able to opt out easily. Treat these keywords as opt-out signals:
STOP • UNSUBSCRIBE • CANCEL • END • QUIT
Once a contact opts out, they should not receive further messages unless they opt back in.
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.
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
- 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 HighLevel
Make sure you have the following:
- RCS enabled for the sub-account through Labs
- LC Phone (LeadConnector Phone System) as your phone provider — RCS is not available with other providers
- 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
RCS is accessible through Labs. In Agency View → Settings → Labs, locate RCS Messaging and enable it for the intended sub-accounts (use the Sub-account tab and Manage). Where RCS is exposed in sub-account Labs, it can also be enabled under Sub-account Settings → Labs.
You no longer need to contact Support to activate RCS. RCS can only be enabled for sub-accounts using LC Phone.
- ISV locations: Reach out to HighLevel Support to create your sender profile.
- Non-ISV locations: Create the RCS Sender ID from the appropriate Twilio sub-account. In Twilio, go to Develop → RCS → Senders and complete the sender setup. Carrier and Google approval are still required. For guidance, see How to Onboard an RCS Sender ID in HighLevel (Non-ISV).
Sender details typically include your brand information and the business identity listed above.
RCS Sender IDs must be approved before they can be used. The approval process can involve Twilio, carriers, and Google, and the setup path differs between ISV and Non-ISV accounts. Approval is required before you can begin sending RCS messages.
To ensure message delivery when RCS is unavailable:
- Go to Settings → Messaging → RCS → Fallback
- Enable Fallback to SMS
RCS messages are sent to compatible recipients, and SMS is automatically used when RCS is not available.
- Go to Conversations
- Select a test contact using an RCS-capable device and supported carrier. Where possible, test both RCS delivery and SMS fallback behavior.
- Send a text-only message first
- Then test rich content (if enabled)
Some recipients may receive an SMS fallback instead of RCS — this is expected behavior.
Sending RCS Messages
You can send RCS directly from Conversations:
- Open a contact thread
- Compose your message
- Select the approved RCS Sender ID
- Send
- RCS messages send only to RCS-capable recipients.
- RCS snippets can be sent directly from supported 1:1 Conversations. Open the contact conversation, select the RCS Snippet option, choose a saved snippet, review the preview and fallback content, then send.
- Fallback occurs automatically if enabled.
Sending RCS via Bulk Actions (Snippets)
Bulk Actions can be used to send RCS snippets to multiple contacts. Supported accounts can also send RCS snippets from 1:1 Conversations, and RCS messages can be automated through dedicated Workflow actions.
- Go to Contacts
- Open Smart Lists
- Select contacts
- Click More
- Choose Send SMS & RCS
After selecting Send SMS & RCS, the configuration window appears with the following fields:
| Field | What It Does |
|---|---|
| A) Action Name (Required) | Name your campaign. This field is mandatory. |
| B) From RCS Sender ID | Select an approved Sender ID from the dropdown. Only registered and approved Sender IDs appear here. |
| C) Pick an RCS Template (Required) | Choose a previously created RCS snippet. Only saved RCS snippets appear in this dropdown. |
| D) Mode Selection | Send All at Once — sends immediately to all selected contacts. Send at Scheduled Time — sends at a specified future date and time. Send in Drip Mode — sends gradually over a defined time period. |
| Consent Confirmation | This checkbox must be selected before proceeding. |
A note on the screen indicates that the action is performed over a period of time and progress can be tracked on the Bulk Actions page.
- Click Send RCS to execute the campaign.
- If Check Progress is selected, you are taken to the Bulk Actions page.
Sending RCS Through Workflows
HighLevel supports dedicated RCS Workflow actions for automated messaging:
- Go to Automation → Workflows.
- Open an existing Workflow or create a new one.
- Add Send RCS or RCS Interactive Message.
- Configure the message and Sender ID.
- Publish the Workflow.
Creating RCS Snippets
RCS Snippets are pre-designed, reusable RCS message templates that let you send structured, rich messages instead of typing messages manually each time. They can include interactive and visual elements supported by RCS.
Create RCS snippets under Conversations → Snippets.
Available formats: Plain Text, Standalone Card, and Carousel.
Used to send a simple text message. 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.
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.
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.
RCS Message Statuses
RCS messages display status indicators in the conversation interface that reflect message progress:
| Status | What It Means |
|---|---|
| Sent | Message left the platform and is in transit. |
| Delivered | Message arrived on the recipient’s device. |
| Opened | Recipient viewed the message (where read receipts are supported). |
Fallback to SMS: How It Works
Fallback occurs when:
- The 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
RCS Pricing & Billing
RCS billing depends on the message type and destination. Basic RCS messages (plain text) and Single RCS messages (rich content with media or attachments) are both billed for inbound and outbound traffic.
- Basic Outbound/Inbound → charged per segment
- Single Outbound/Inbound → charged per message (static rate)
| Message Type | Direction | Billing Unit | Price (USD) |
|---|---|---|---|
| Basic RCS Text | Outbound | Per segment | $0.0083 |
| Basic RCS Text | Inbound | Per message | $0.0083 |
| Rich Single RCS | Inbound | Per message | $0.0165 |
| Rich RCS | Outbound | Per message | $0.0220 |
For US Basic RCS Text, one segment is 160 UTF-8 bytes.
- Basic/Inbound → charged per message (static rate)
- Single Outbound/Inbound → charged per message (static rate)
- Agency Accounts: same pricing as Twilio
- Location Accounts: Twilio pricing + 5% markup
Frequently Asked Questions
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