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Zoho CRM | RCS Messages

Updated

You can set up and send RCS messages (text message and rich cards) through Zoho using the Sinch SMS integration. We recommend checking RCS message types and RCS agent billing categories before sending RCS messages.

RCS message set up

We recommend checking RCS message types and RCS agent billing categories before sending RCS messages.

Once an RCS agent is registered on your Sinch Engage account, it will sync to your Zoho account and can be enabled or disabled.

Sinch SMS for Zoho - Settings.

Sending RCS messages

Users can choose the RCS-enabled number from the Sender ID list and select the Fallback number the message should use if the RCS message fails to deliver or be received by the recipient. These settings will be kept next time.

When a RCS message has been entered, the Fallback message will populate the same content by default, however this can be manually updated. Messages will show as RCS if sent as RCS and SMS if they default back to SMS.

Note: When sending RCS rich cards, currently RCS fallback with SMS is supported (Fallback MMS is not available yet).

Widget Sending on CRM record

You can send RCS messages from the widget component within a CRM record. To send RCS rich cards, you’ll need to navigate to the composer on the CRM record.

Widget sending on record.

Single composer on CRM record (send from the 'Send Sinch SMS Message’ button)

You can choose to send a RCS text message or choose to send RCS rich cards to create more engaging messages. You can see a preview of the message on the right side.

Text message:

  • Text message: Type your text message in this field.

    Zoho CRM record composer text message_3.png

  • (Optional) Interactive Buttons: Click Add new button and select the Action from the drop-down list (Quick Reply, Open URL, Dial Number, View Location).

    • Depending on the action selected, you can also include additional details (Label e.g. Learn more, Value e.g. Website URL, Phone number, Latitude/Longitude coordinates).
    Zoho CRM record composer text message_2.png

  • SMS Fallback Message: Type your fallback SMS text if the recipient is unable to receive an RCS message.

    Zoho CRM record composer text message_1.png
  • Templates: You can also choose to use an existing template or create a new templates to use. NB emojis are not supported.

Rich cards: 

  • Media: Choose your media file to add to the rich card. Note the maximum file sizes below:
    • Image: 2MB
    • Video: 10MB
    • Gif: 2MB
    • Audio: 2MB
    • Others: 2MB
  • Title: Type your card title in this field.

  • Description: Type your card description in this field.

    Zoho CRM record composer rich card_3.png

  • (Optional) Interactive Buttons: Click Add new button and select he Action from the drop-down list (Quick Reply, Open URL, Dial Number, View Location).

    • Depending on the action selected, you can also include additional details (Label e.g. Learn more, Value e.g. Website URL, Phone number, Latitude/Longitude coordinates).
    Zoho CRM record composer rich card_2.png

  • SMS Fallback Message: Type your fallback SMS text if the recipient is unable to receive an RCS message.

    Zoho CRM record composer text message_1.png

Bulk Composer

In the Bulk Composer, you can choose to send a RCS text message or choose to send RCS rich cards to create more engaging messages. You can see a preview of the message on the right side.

Text message:

  • Text message: Type your text message in this field.

    Zoho CRM bulk composer rich RCS_6.png

  • (Optional) Interactive Buttons: Click Add new button and select the Action from the drop-down list (Quick Reply, Open URL, Dial Number, View Location).

    • Depending on the action selected, you can also include additional details (Label e.g. Learn more, Value e.g. Website URL, Phone number, Latitude/Longitude coordinates).
    Zoho CRM bulk composer rich RCS_5.png

  • SMS Fallback Message: Type your fallback SMS text if the recipient is unable to receive an RCS message.

    Zoho CRM bulk composer rich RCS_4.png
  • Templates: You can also choose to use an existing template.

Rich cards: 

  • Media: Choose your media file to add to the rich card. Note the maximum file sizes below:
    • Image: 2MB
    • Video: 10MB
    • Gif: 2MB
    • Audio: 2MB
    • Others: 2MB
  • Title: Type your card title in this field.

  • Description: Type your card description in this field.

    Zoho CRM bulk composer rich RCS_3.png

  • (Optional) Interactive Buttons: Click Add new button and select he Action from the drop-down list (Quick Reply, Open URL, Dial Number, View Location).

    • Depending on the action selected, you can also include additional details (Label e.g. Learn more, Value e.g. Website URL, Phone number, Latitude/Longitude coordinates).
    Zoho CRM bulk composer rich RCS_2.png

  • SMS Fallback Message: Type your fallback SMS text if the recipient is unable to receive an RCS message.

    Zoho CRM bulk composer rich RCS_1.png

Sinch Inbox

In the Sinch Inbox, you’ll be able to see the contents of the RCS message (including text message and rich card). The inbox will also indicate when the recipient engages with an interactive Action button.

To see the full details of the message (e.g. fields and descriptions): Navigate to the CRM record (SMS Messages - data storage only tab), click into the message and look at the RCS content field.

Text message:

Sinch Inbox RCS_EN.png

Rich cards:

Sinch Inbox RCS rich card.png

Workflows

When using the SendSinchMessage action in a workflow, you can choose to send a RCS text message or choose to send RCS rich cards to create more engaging messages. 

Zoho workflow rich RCS_1.png

Click the Preview message button to open up a preview on the right side.

Zoho workflow rich RCS_2.png

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