Starting August 13, you can create and manage RCS Rich campaigns directly in inTouch, from audience selection to performance analysis. To send campaigns, you need an active RCS Agent.
An RCS message can showcase a product, let users save an event date, open a map, or guide them to a landing page. Once that content becomes part of a campaign, the process continues: you need to select the audience, check how the message appears on a smartphone, prepare an SMS fallback if needed, schedule the delivery, and then analyze the results.
Starting August 13, all these steps can be managed directly within inTouch. Content created in the RCS Builder can now move through a complete workflow, from creation to delivery and campaign reporting.
What’s changing on August 13
The RCS Builder was already available in inTouch for creating RCS Rich content, including text messages, multimedia content, single cards, and carousels. These assets could be saved as templates and called via API by companies that manage communications through their own systems.
The August 13 release introduces a second option. You can now create a campaign directly within the platform, select your audience, prepare the content, review it in the preview, and configure an SMS fallback. To send the campaign, you must have an active RCS Agent. After delivery, campaign results can be viewed directly in inTouch.
For teams managing scheduled campaigns, the difference is significant. You can start with a template and continue all the way through performance analysis within the same environment. APIs still play an important role when messages need to be triggered by events recorded in external systems.
From content to campaign
Agent and audience
You can start building your campaign and defining recipients using lists and filters or by selecting individual contacts. Select the active Agent associated with the company. This step is essential for launching the campaign.
Content and preview
At this stage, you can choose an existing template or create a message from scratch. The mobile preview updates as you work, helping you verify image cropping, text length, and the balance between content and action. On a smartphone screen, a poorly cropped image or an unclear CTA can make the message harder to understand.
Fallback, scheduling, and results
Within the same content creation widget, you can enable SMS fallback and prepare the alternative message. Once the campaign is ready, select the delivery date and time. After launch, inTouch makes campaign statistics available within the same environment where the campaign was configured.
The format starts with the action
The most important question comes before choosing the format: what should the user be able to do after opening the message? The answer helps determine whether text, multimedia content, a single card, or a carousel is the best choice, and helps create a message that keeps the user’s attention focused.
A retail chain promoting a selection of products might choose a carousel. Each card highlights an item, includes the most important information, and offers a single CTA leading to the relevant product page. Users can browse through the options and continue directly from the product that interests them, without starting from a generic landing page.
For an appointment reminder, a single card containing the date, location, and an action to save the event or access the booking page may be enough. The message provides the essential information upfront and simplifies the next step.
In both cases, choosing the format means deciding how much information to show and which action to prioritize. Content becomes easier to create when this decision is clear from the start.
Reach and fallback
RCS reach may vary across audiences and should be considered while the campaign is still being planned. For this reason, the fallback message should not be created at the last minute as a rushed, simplified version.
In the inTouch creation widget, you can enable SMS fallback and prepare the alternative text immediately. The SMS preserves the essential information and primary action while adapting them to the available space. In a retail campaign, it can link to the same product selection; for appointment reminders, it can preserve the key date and booking link.
This ensures that the fallback message supports the same campaign objective while using a different channel.
Campaigns managed in the platform or triggered via API
A campaign planned by the marketing team can be created and delivered directly from inTouch. Other communications may instead be triggered by events recorded in a CRM, e-commerce platform, or internal application, such as an order status change or an update generated by a business system.
In these cases, RCS content and templates are created and stored in inTouch, while the external system calls them via API when the relevant event occurs. Both approaches can coexist: the same company may use the platform for scheduled campaigns and APIs for event-driven communications.
Independently or with rdcom support
Companies already familiar with inTouch and equipped with an active RCS Agent can manage campaigns directly from the interface. Organizations evaluating their first RCS Rich project can rely on rdcom for guidance in defining a focused pilot project and analyzing the results before scaling communications.
Starting with a specific database segment makes it easier to evaluate reach, audience response to the chosen format, and fallback performance without immediately involving the entire contact base.
Starting August 13, the work begun in the RCS Builder can continue seamlessly into campaign management. Within inTouch, you can configure deliveries and monitor results, while APIs remain available for communications triggered by external systems.
