Google RCS Broadcasts

Objective

Setting up Google RCS Broadcast using Jumper.ai

Applies To

• Jumper
• Google RCS
• Broadcast
• Live chat
• SMS Failover (Fallback)

Prerequisite

Google RCS sales channel must be enabled and connected. Click here to learn more about connecting the Google RCS sales channel.

SMS channel must be enabled to send Fallback messages. (SMS Failover). Click here to learn more about connecting the SMS sales channel.

Note

Jumper leverages Vonage Messages APIs for RCS. Refer here to understand RCS, coverage, rate limits, and other technical specifications.

Find FAQs about Rich Communication Services(RCS) here.

Procedure

1. Navigate to Automations >> Broadcast in the menu.
   
   
   
   
2. Click on the Create Broadcast option.
   
   
   
   
3. Now set a name for your Broadcast (e.g. RCS broadcast) and select Google RCS in Messaging Channels.
   
   
   
   
   1. Under Create message, you will find multiple message type options to be sent as your broadcast message. Text, Image, Video, File, Carousel & Quick Replies messages are the supported message types for Google RCS. Click on any one of the message types based on your requirements.
      You can enable A/B testing and create customized messages for the respective groups. Learn more about A/B testing here.
      Note: Combining multiple message types within a single Google RCS broadcast is currently not supported.
      
      
      
      

      Message Type	Supported Types	Maximum Limit
      Text Message		1000 characters
      Image	.png, .jpg, .jpeg	100 MB
      Video	.mp4	100 MB
      File	.pdf	100 MB
      Carousel Cards	.png, .jpg, .jpeg	10 cards & 4 buttons per card 100 MB for Image 60 characters for the Card title 100 characters for the Card subtitle 25 characters for the button title
      Quick Replies		11 buttons 25 characters for the button title

      
      A. Text Message:

      To send a text message, click on the Text message type, to get started. Then enter your message content, you can also add message variables and emojis to your text. Please note that the maximum character limit for a text message is 1000 characters.
      
      
      
      Text message example with a message variable to send personalized messages.
      
      For personalization, you can add system variables, for example, User First Name, User Last Name, User Email, or User Phone number, simply by clicking on the insert option.
      
      
      
      Using a custom field as a message variable to personalize your text message.
      
      1. Adding custom field columns via CSV upload.
      Note: In this method, you must select the CSV upload option for broadcasting within the Settings section
      
      2. Using the existing custom field from the CRM.
      
      
      
      Now personalize your messages using the existing custom field name by following the below steps:
      - First click on the insert {...} option on the text input box, then click on the Custom field input option and add the custom field name, for example, “category”.
      
      
      
      - Once added click on enter.
      
      
      
      - Now your custom field value set for the field named “category” will be auto-populated in your broadcast message created for your customer.
      
      
      
      B. Media Message (Image/Video/File)

      To send an image, video, or file message, select the Image/Video/File message template to get started.
      Here, you have options to Upload via local files or paste the link for your image in the input field and click on Save. Post-upload you can view the preview of the uploaded image. Follow the same instructions for the Video and File messages. Please note that the maximum size limit for images (.png & .jpg), video(.mp4), and File (.pdf) is 100MB
      
      
      
      Below is an example of an Image upload via URL.
      
      
      
      

      Using Custom Data as Message Variable for Media Upload 

      To use custom data as a message variable, make sure your customers have the custom field data containing the media URL to be used under the broadcast. I.e. for the type of media you want to add under the broadcast, your custom field must contain the URL for the same.
      

      Below is an example of an RCS customer with custom data for an image URL link.
      
      
      
      Once you have verified the custom data for your customers exists, you can proceed with the below steps.
      
      Under the Create message section for Google RCS broadcast, select the Image message type and click on the Add image option.
      
      
      
      Now add the message variable <custom_field_variablename> (e.g. custom_field_imageurl) under the field and paste the image link here section. The “variable name” in the message variable <custom_field_variablename> corresponds to the custom data field name saved under the customer.
      
      Once the broadcast is triggered, customers will receive the media retrieved from the stored custom data field which includes the image URL.
      
      
      
      

      Note: In case you want to bulk upload URLs under custom data for your customer, you can export & import for your existing customers or just import for new customers & add the media URL under custom data for each of your customers using the CSV upload method for the broadcast.

      C. Carousel Message

      To send a carousel message, select the Carousel option in Create message. Then select any one of the options among Select Product, Select Collection, or Custom Card.
      Note: Products and collections are available exclusively in the Convert Module, which includes commerce capabilities.
      
      
      
      Custom Card example:
      
      To add a Custom Card, click on the Custom Card option in the carousel, then add the image, title, subtitle, and your button for the card. Click on the button to add/edit your button title and action for your custom card carousel.
      
      
      
      Add an image, card title, card subtitle, and buttons (at least one button is mandatory) for your custom card carousel.
      
      

      
      
      
      To add a new button click on the +Add new button option. Select any of the options from - Start a product checkout, Start a collection flow, Start a bot flow, Start a Live chat, Open a website (Open a URL), or Custom payload.
      Note: Product checkout and collection flow are available exclusively in the Convert Module, which includes commerce capabilities.
      
      
      
      Note: A Button is mandatory for a Carousel.
      To add a new card, click on the “+” icon and start entering the details for the same.
      
      
      
      

      It is recommended to keep all card buttons standardized and to maintain a consistent number of buttons across all cards. The maximum number of cards allowed is 10 for a carousel, with a maximum of 4 buttons per card.
      
      

      Add the required details for the carousel cards such as the Image (Maximum file size: 100 MB, .png or .jpg only), Title, Subtitle & Buttons. 

      
      
      
      Product/Collection Card example:
      
      To Select a Product or Collection for your carousel, click on the Select Product/Select Collection option, then add the product/collection by searching on the search bar and clicking on the Select option.
      Note: Select Product and Select Collection options are available when at least one product or collection has been added under the store.
      
      
      
      
      
      

      To edit the button text, simply click on the button, and then in the pop-up you can edit your button text (e.g. Buy now) and click on Save. Click on the delete button to reset your product/collection for the button and add it again.
      
      

      
      
      

      D. Quick Replies

      To send a quick reply message, select the Quick Replies message type to get started.Then add your text message for the quick reply in the input field. The maximum character limit is 1000. 
      
      
      
      Now click on the button to add/edit the button title and button actions. To add more buttons, simply click on the +Add new option. You can add up to a maximum of 11 buttons for quick replies message type.
      
      
      
      Select any of the options from - Start a product checkout, Start a collection flow, Start a bot flow, Start a Live chat, Open a website or Custom payload.
      Note: Product checkout and collection flow are available exclusively in the Convert Module, which includes commerce capabilities.
      
      
      
      Note: At Least one button is mandatory for Quick Replies.
      

      
      
      

      5. Setting up a fallback message: This capability will only be available if the SMS channel is connected; otherwise, it won’t be visible in the broadcast module.
      
      Under Fallback message, if you wish to enable a fallback option for your broadcast, then select Yes and add the text message to be delivered via SMS for the customers in case the primary channel is unable to deliver a message.
      In case the Primary channel is unable to deliver the broadcast message and the delivery status is one of the following for the RCS channel:  Failed, Rejected, or Undeliverable, then failover SMS capability is initiated and the message is sent to the customer via SMS.
      Note: SMS is the only fallback option available. Before setting up a fallback message, ensure that SMS is enabled and connected under the sales channel. The maximum character limit allowed for fallback SMS is 1000.
      
      

      For personalization, you can add system variables, for example, User First Name, User Last Name, User Email, User Phone number, or Custom fields.
      
      
      
      Below is an example of a personalized message.
      
      
      
      You can also view a preview of the message broadcast on the right.
      
      
      
      

      6. Under Settings, select the preferred option for your targeting from the Filters, Segments, or CSV file upload option.
      
      
      
      

      A. Filters

      In the option By selecting filters from below under Targeting, you need to add conditional filters to your broadcast for your targeted customers.

      Types of Conditions under Filers

      You will find 4 types of conditions that can be applied to your broadcast message, i.e. Custom Tag, Last Interaction, Personal details & Custom field.
      
      Custom Tag: In this condition, you will find a list of dropdowns of your added custom tags to the customer who has any past interactions, select any one of the tags. To add more tags simply add a new condition.
      
      Last Interaction: In this condition, all customers who had past interactions with any of the selected filters, will be receiving your broadcast message.

      Here you will find a list of the following filters to select from -

      Interaction Date, Interaction Time, Talked with Agent, Completed the product flow, Completed the collection flow, Completed the bot flow & Has Item in Cart and not paid.
      
      Personal Details:  In this condition, you can add filters that will be based on the personal information of the customer, such as Name, Email, Number & Gender, followed by the targeting conditions such as Is, Isn’t & Is unknown. (the targeting conditions only apply on Name / Email / Number )

      Let's say you select the Gender option under Personal details, then you need to select a gender option from the dropdown to be applied to the filter.
      
      Custom field: With this filter, the custom fields are stored in CRM/live chat for each customer, it's a "key: value" pair, for example,  "returningUser:true".
      To remove any of the added conditions, simply click on the ‘delete’ icon.
      Note: To know more about how to add and manage conditions, click here.
      
      

      B. Segments

      If you choose the option By selecting a segment, you need to select any one of the added segments from the dropdown list of segments.
      

      Note: The segment option is visible only if you have already added at least one segment under Customers >> Segments. Know about segments & how to add segments here. 
      
      
      

      C. CSV file upload

      

      In this method, you can download a sample CSV, enter the following details, and upload the CSV:
      
      Mandatory columns

      • Countrycode: Mobile number country code (eg.: "65" for Singapore)
      • mobileNumber: Mobile number
      • FirstName: First name
      • LastName: Last name

      Optional columns
      
      The values in the "Class Type" column represent tags in the format of multiple tags separated by an "@" symbol. These tags are associated with the customer's profile.
      

      1. Platinum@OnlyUS indicates that a customer will be assigned two tags separated by the “@” symbol: "Platinum" and "OnlyUS".
      
      
      
      2. Gold indicates that a customer will be assigned one tag: "Gold".

      3. Silver indicates that a customer will be assigned one tag: "Silver".
      
      
      

      You can also add columns with any custom name to add "custom data fields" to your contact (for example we have added 2 columns in the sample CSV file named "custom_field_1_name" and "custom_field_2_name").
      
      For example: You can include columns that you may want to save or use for the broadcast. (e.g. gender, DOB, etc.) You can add as many custom fields as you want.
      
      For example, The values in the columns "Gender" and "DOB" represent custom fields mapped to a customer. These custom fields will be associated with the customer's profile. In this case:

      1. Gender: Female
      2. DOB: 1/2/1990

      
      Below is an example of a custom field added for the customer.
      
      
      
      

      Note: Kindly upload the CSV in the following format CSV (Comma delimited) or CSV UTF-8 (Comma delimited).
      

      Get Count

      You can also get the count for the targeted customers who fall under your added filters and conditions, by clicking on the Get the count option.

      In case you added a new condition click on Refresh the count to get an updated count for the same.
      

      Note: The refresh count on broadcast is not real-time, generally it requires an hour for any newly added customers, to reflect the data on the broadcast end.
      
      
      
      

      7. Under the Scheduling section, you can specify when you want your broadcast to be sent, here you can choose between Send now or Send later options.
      
      Send now: Will send the broadcast right away.

      Send later: You can schedule your broadcast to happen on your specified date and time.
      
      
      
      8. Once you are done with creating and scheduling your broadcast, click on Save & send.
      
      
      
      9. If your customer list is too large, it will take time to trigger the broadcast, you can always check your broadcast status under the STATUS column.
      
      

      
      10. Once the broadcast trigger status is updated to Completed, reports will be available for download 30 minutes after the broadcast launch. To access them, click on the "Broadcast Outcome" option.
      
      
      
      Now click on the Download CSV option.
      
      
      
      

      Broadcast Outcome report without Fallback (failover SMS)

      Broadcast Outcome is a detailed report that provides Delivery Status and Fail Reasons for all targeted customers.

      

      
      Broadcast Outcome report with Fallback (failover SMS) enabled

      Broadcast Outcome with Failover SMS is a detailed report that provides Delivery Status for the Primary Channel and Failover SMS channel, along with Fail Reasons for all targeted customers.
      
      
      
      In case the Primary channel is unable to deliver the broadcast message and the delivery status is one of the following for the RCS channel:  Failed, Rejected, or Undeliverable, then failover SMS capability is initiated and the message is sent to the customer via SMS.
      

      Preview of Text message type for Google RCS broadcast received on the customer’s end.
      
      
      

      Preview of Image message type for Google RCS broadcast received on the customer’s end.
      
      
      
      Preview of Video message type for Google RCS broadcast received on the customer’s end.
      
      
      

       

      Preview of Carousel message for Google RCS broadcast received on the customer’s end.
      
      
      
      Preview of Quick reply message type for Google RCS broadcast received on the customer’s end.
      
      
      

       

      Preview of File message type for Google RCS broadcast received on the customer’s end.
      
      
      
      

      ANALYTICS

      Broadcast (All)
      Under Analytics >> Broadcast, click on the Broadcast (All) tab to view the details of your broadcast.
      
      
      
      
      
      Learn more about Broadcast Analytics here.
      
      

      Broadcast (A/B Testing)
      
      Under Analytics >> Broadcast, click on the Broadcast (A/B testing) tab to view the details of your broadcast.
      
      
      
      
      
      
      

      Here you find the detailed comparison for both A & B versions, indicating which had a better response with additional information like failed status reason.

      Learn more about Broadcast Analytics (AB Testing) here.
      
      Broadcast (SMS Failover)
      
      Under Analytics >> Broadcast, click on the Broadcast (SMS Failover) tab to view the details of your broadcast.
      
      
      

      
      
      Learn more about Broadcast (SMS Failover) Analytics here.