RCS two-way customer support
Let customers reply, pick an option or ask a question — and route anything beyond FAQs to a real person on your team.
RCS two-way support is a conversation where the customer can reply with free text, suggested replies or suggested actions — letting simple questions get answered instantly and handing complex ones to a human agent.
Automate the simple, route the rest to a person
- Common FAQs (hours, returns, shipping)
- Order status & tracking lookups
- Simple yes/no or menu-style choices
- Routing requests to the right team
- Complaints or escalations
- Questions outside the FAQ scope
- Anything sensitive or account-specific
- When the customer asks for a person
Chatbot or AI-driven automation is possible where connected to your systems — this should be scoped to your use case during onboarding.
Common two-way support scenarios
FAQ automation
Answer common questions instantly, any time of day.
Order & ticket support
Track orders or check ticket status conversationally.
Lead qualification
Ask budget, location or interest before routing a lead.
Feedback collection
Ask a quick question after a purchase or visit.
A conversation beats a one-way broadcast
Customers stay in the same message thread, your team sees the full context, and nothing gets lost in translation.
One thread
The whole conversation stays in one place, not scattered across calls.
Faster resolution
Simple questions get answered instantly, any time.
Better context for agents
Your team sees what's already been asked when they take over.
Two-way support, answered
Can customers reply to RCS messages?
Can RCS support be automated?
Can RCS replies connect to my CRM or support desk?
Turn messages into conversations
Book a demo and we'll show you how two-way support works on RCS.