RCS messaging—short for Rich Communication Services—is a messaging protocol that upgrades traditional SMS with features like read receipts, typing indicators, high-resolution media, and interactive buttons, all delivered through your customer’s default messaging app. In 2026, it’s the channel that businesses are building into their standard workflows.
Overview of RCS messaging
Your customers don’t stick to a single channel. They might text you on Monday, email on Wednesday, and open a webchat on Friday, expecting you to answer each time. If your channels run separately, they’ll have to repeat their issue to multiple agents. Omnichannel customer service fixes that by linking every channel into one continuous
Your team spends countless hours responding to repetitive customer questions across an ever-expanding mix of support channels. At the same time, customers expect quick, personalized responses wherever they reach out, making it hard to keep up.
Conversational AI in retail uses natural language processing, machine learning, and generative AI to automate these customer interactions across
When your team receives a message in a language they don’t speak, they have to switch between translation tools or ask for help, slowing down response times. Serving customers in their own language keeps support fast and personal, even as your customer base grows.
Multilingual customer support answers customers in their preferred language across the
Say your customer texts at 9 PM asking to change a delivery address. A rule-based chatbot would send them a menu of options and hope one fits. A conversational AI tool would read the message, pull up their order, and handle the change without human help. The experience looks completely different on your customer’s end,
Your sales rep opens a lead record, finding a name and email address but nothing about the company, their role, or the context around what the person actually needs. So your rep opens LinkedIn in another tab, cross-references the company website, guesses at the job title, and types it all in manually. Multiply that by
Your team is already managing texts in one tab, emails in another, and customer DMs somewhere else entirely. Conversational AI brings it all into one place and handles the routine tasks automatically so your team can focus on the interactions that actually need a human.
Conversational AI for customer service is the use of artificial
Think about the last time a customer texted to confirm an appointment, check on an order, or respond to a promotion. That conversation almost certainly ran on SMS, which means it was limited to plain text, with a link if you needed them to take action. Now, RCS messaging support is giving businesses the ability
When your customer’s message lands in one team member’s inbox and stays there until they get to it, response times slip and small backlogs turn into ignored conversations. With a shared inbox, your whole team can manage incoming messages from one place, instead of separate individual inboxes where they can slip through the cracks. Conversations
Conversational AI is technology that understands human language and responds to it naturally. It uses natural language processing (NLP) and machine learning to interpret what a person means, hold a genuine two-way conversation, and improve with every interaction.
Picture a clinic’s front desk on a Monday morning: 40 texts to reschedule appointments and a weekend
If you’re using Heymarket for business messaging, you likely want a more immersive way to engage customers than standard SMS. While SMS is great for alerts, Rich Communication Services (RCS) lets you send branded, interactive, app-like experiences directly to a user’s native messaging app.
This tutorial shows how customers can use Heymarket, powered by
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Building AI agents that can solve real customer problems is a rewarding challenge. As the Heymarket team built our own AI agent, it was also a chance for us to learn about how to prepare AI agents for the dynamic, real-world conversations your customers bring to the table.
At Heymarket, we decided to find out
As customer messaging continues to grow, it can be a challenge to keep up with the volume. Within every busy shared inbox, a few specific conversations often carry a bit more weight—like a VIP client with a billing question, a patient sharing a symptom, or a prospect ready to sign on the dotted line.
These
Your team checks email in one tool, responds to texts from another, and monitors social DMs in a third. Each channel has its own queue, its own notification rules, and its own blind spots. When a customer reaches out in more than one place—which they often do—nobody has the complete picture, and the conversation starts