Vonage MoEngage Connector - RCS Channel Guide

Table of Contents

1. Introduction

2. Prerequisites

3. Configure the RCS Channel, Conversational Connect Mode

4. Configure the RCS Channel, Standalone Mode

5. Post-Setup Steps (Both Modes)

6. Campaign Configuration

7. Troubleshooting and Log Access

8. How to Get Help

9. For End Users, Campaign Delivery Experience

1. Introduction

Rich Communication Services (RCS) is the modern successor to SMS, enabling richer messaging experiences such as branded sender presentation, delivery and read receipts, high-resolution media, quick-reply and CTA buttons, and structured card layouts on supported Android devices.

This guide walks you through configuring the Vonage MoEngage Connector for the RCS channel in version 2.0. Version 2.0 offers two operating modes:

• Standalone mode: RCS delivery through the Vonage Messages API. This is the one-way broadcast path and requires no additional Vonage products beyond the Cloud Runtime deployment.
• Conversational Connect mode: RCS delivery through Vonage Conversational Connect, enabling two-way messaging capabilities. Conversational Connect is a separate Vonage service with its own configuration and commercial terms.

The setup steps differ between the two modes. Section 3 covers Conversational Connect mode end-to-end, Section 4 covers Standalone mode end-to-end, and Section 5 covers the post-setup steps that are common to both modes. You will register Vonage as a custom RCS service provider in MoEngage, deploy the connector instance on Vonage Cloud Runtime, and launch your first RCS campaign. For an overview of the connector including architecture, key benefits, and the WhatsApp and SMS channel guides, refer to the main Vonage Conversations for MoEngage knowledge base article.

2. Prerequisites

Before you begin, make sure you have the following:

• Access to your Vonage Dashboard (https://dashboard.nexmo.com/private/dashboard) to retrieve your API Key.
• Access to Vonage Cloud Runtime (https://developer.vonage.com/en/cloud-runtime) to deploy the connector instance.
• A Vonage RCS Business Messaging account with a registered RCS agent. RCS agent registration is handled outside the VCR Marketplace flow by your Vonage Customer Success Associate (CSA) or Account Manager.
• Access to Vonage Dashboard Settings (https://dashboard.vonage.com/settings) to obtain your Signature secret (Standalone mode only).
• Admin access to the MoEngage dashboard, with the SMS & RCS channel enabled on your MoEngage tenant.

For Conversational Connect mode, additionally:

• A Conversational Connect account with the RCS channel already configured (RCS account linked to your Conversational Connect account).
• Access to the Conversational Connect Developer Portal to create an application and configure a webhook signing secret. This guide walks through both in Section 3.

Region alignment note (Conversational Connect mode): Conversational Connect is hosted in Europe (Frankfurt) and US (Central) only. Match your Cloud Runtime deployment region to your Conversational Connect region to keep data in the same region.

Note: If you do not yet have an RCS agent provisioned with Vonage, contact your Vonage Customer Success Associate or Account Manager to begin the RCS onboarding process. RCS agent registration and carrier approval is a prerequisite to deploying the connector for the RCS channel.

Parameters you will need

3. Configure the RCS Channel, Conversational Connect Mode

This section walks you through the complete RCS setup for Conversational Connect mode, from the initial MoEngage sender configuration through connector deployment and webhook setup. If you are deploying in Standalone mode, skip to Section 4. Once you complete this section, continue to Section 5 to finish the setup (bearer token generation and MoEngage sender detail completion).

Step 1: Begin RCS Sender Configuration in MoEngage

Log in to the MoEngage Dashboard and create the custom RCS sender:

1. Navigate to Settings > Channels > SMS & RCS.
2. Click the RCS tab at the top of the Sender configuration view.
3. Click "+ Add RCS Sender" at the top right.

Figure 1. RCS Sender Configuration tab in MoEngage.

On the Service Provider selection screen, select the Vonage service provider option.

Figure 2. Selecting the Vonage service provider for RCS sender.

Leave the MoEngage RCS Sender Details form open on this tab. You will return to it in Section 5 to complete the configuration.

Step 2: Prepare the Conversational Connect Application

Before deploying the connector instance, you need to create a Conversational Connect application, enable the required capabilities, and note the credentials that the connector will use to authenticate to Conversational Connect.

In the Conversational Connect Developer Portal, navigate to Applications and click "+ Create a new application".

Figure 3. Creating a new application in the Conversational Connect Developer Portal.

Enter an application name (for example, "Conversations for MoEngage"). Under Capabilities, enable both Templates and Connect Messaging API. Both are required for the RCS connector integration. Click Save application.

Figure 4. Enabling the Templates and Connect Messaging API capabilities on the new application.

Open the details of the created application and note the Client ID and Client Secret. These will be entered into the connector at deployment time.

Figure 5. Application details showing the Client ID and Client Secret in the Manage API Keys section.

In the Conversational Connect Developer Portal, navigate to Settings > Signed Webhooks. Note the Signature Secret. The connector will use this value to verify the authenticity of webhook payloads received from Conversational Connect.

Figure 6. Webhook Signature Secret in the Conversational Connect Developer Portal.

Note: Beyond this connector setup, Conversational Connect offers additional capabilities.

The Conversational Connect Developer Portal you have just used to create the application is part of a broader platform. With Conversational Connect mode enabled, you can now use Conversational Connect's own capabilities to build two-way messaging experiences on top of your campaigns. These include:

• Bot Builder — design low-code bot flows that automatically respond to inbound customer messages, ask follow-up questions, and hand off to a live agent when needed.
• Live Chat — enable your agents to jump into ongoing conversations from the Conversational Connect inbox, with full customer context and chat history.

These features are configured within the Conversational Connect platform itself, separately from this connector setup. Once you have completed the connector configuration in the sections below, refer to Conversational Connect (Jumper.ai) documentation on the Vonage Help Center for the step-by-step guidance on Bot Builder, Live Chat and other Conversational Connect capabilities

Step 3: Deploy the Connector Instance on Vonage Cloud Runtime

In the Vonage Cloud Runtime Marketplace, find the "Vonage Conversations for MoEngage" application and click "Deploy new instance". The deployment form opens as a multi-step wizard.

In Step 1 of the wizard, enter the region, your Vonage API secret, and a unique application name.

Figure 7. Deploy wizard Step 1: enter application name and API secret.

The Region dropdown lists the available Cloud Runtime hosting regions. Select a region in Europe or US to align with the Conversational Connect hosting region.

Figure 8. Deploy wizard Step 1: region selection dropdown.

In Step 2 of the wizard, select Conversational Connect as the Connector Configuration Type.

Figure 9. Deploy wizard Step 2: selecting Conversational Connect as the Connector Configuration Type.

In Step 3 of the wizard, enter the Conversational Connect Client ID, Client Secret, Base URL, and Webhook Signature Secret noted from Step 2. Enable the RCS channel by ticking Enable RCS.

Figure 10. Deploy wizard Step 3, Conversational Connect mode: credentials entry and channel enablement.

Step 4: Enter the RCS Account Identifier

On the RCS tab of the deployment wizard, enter the RCS account identifier that matches the RCS account linked to your Conversational Connect account. Click Submit to complete the deployment form.

Figure 11. RCS account entry (Conversational Connect mode).

Step 5: Wait for Instance Provisioning

Once you submit the deployment form, the connector instance is provisioned. Wait for provisioning to complete.

Figure 12. Instance provisioning in progress.

Step 6: Launch the Connector Application

When provisioning is complete, click Launch to open the connector application.

Figure 13. Launching the connector application after provisioning.

Step 7: Log in to the Admin Panel

Log in to the connector admin panel using the Vonage account that owns the API Key on which the instance is deployed. This is the same account you used to deploy the instance from the VCR Marketplace.

Figure 14. Admin panel login.

Step 8: Configure the Webhook in Conversational Connect

For Conversational Connect mode, you need to configure a webhook in the Conversational Connect Developer Portal so that inbound events and delivery status callbacks are routed to the connector.

In the connector admin panel, note the Conversational Connect Webhook URL. It has the form <instance-url>/webhooks/cc.

Figure 15. Conversational Connect Webhook URL in the admin panel.

In the Conversational Connect Developer Portal, navigate to Settings and click "+ Add Webhook". Enter the webhook URL from the admin panel.

Figure 16. Add Webhook in the Conversational Connect Developer Portal.

Select both message:dlr_status and message:inbound scopes. Save the webhook. Conversational Connect will verify that the endpoint is reachable and mark it as Active.

Figure 17. Entering the webhook URL and selecting the required scopes.

Conversational Connect mode setup is now complete. Continue to Section 5 to generate the bearer token and finish the MoEngage sender configuration.

4. Configure the RCS Channel, Standalone Mode

This section walks you through the complete RCS setup for Standalone mode, from the initial MoEngage sender configuration through connector deployment. If you are deploying in Conversational Connect mode, follow Section 3 instead. Once you complete this section, continue to Section 5 to finish the setup (bearer token generation and MoEngage sender detail completion).

Step 1: Begin RCS Sender Configuration in MoEngage

Log in to the MoEngage Dashboard and create the custom RCS sender:

1. Navigate to Settings > Channels > SMS & RCS.
2. Click the RCS tab at the top of the Sender configuration view.
3. Click "+ Add RCS Sender" at the top right.

Figure 18. RCS Sender Configuration tab in MoEngage.

On the Service Provider selection screen, select the Vonage service provider option.

Figure 19. Selecting the Vonage service provider for RCS sender.

Leave the MoEngage RCS Sender Details form open on this tab. You will return to it in Section 5 to complete the configuration.

Step 2: Deploy the Connector Instance on Vonage Cloud Runtime

In the Vonage Cloud Runtime Marketplace, find the "Vonage Conversations for MoEngage" application and click "Deploy new instance". The deployment form opens as a multi-step wizard.

In Step 1 of the wizard, enter the region, your Vonage API secret, and a unique application name.

Figure 20. Deploy wizard Step 1: enter application name and API secret.

The Region dropdown lists the available Cloud Runtime hosting regions. Select the region closest to your users.

Figure 21. Deploy wizard Step 1: region selection dropdown.

In Step 2 of the wizard, select Standalone as the Connector Configuration Type.

Figure 22. Deploy wizard Step 2: selecting Standalone as the Connector Configuration Type.

In Step 3 of the wizard, enter the Delivery event Signature Secret from the Vonage Dashboard Signed Webhooks section (available at https://dashboard.vonage.com/settings). Enable the RCS channel by ticking Enable RCS.

Figure 23. Deploy wizard Step 3, Standalone mode: Signature secret entry and channel enablement.

Step 3: Link the RCS Account to the Connector Application

For Standalone mode, link an RCS account directly to the connector application by assigning an external account. On the RCS tab of the deployment wizard, click the "Assign account" action.

Figure 24. RCS Account assignment in Standalone mode.

In the Assign external account dialog, choose Rich Communication Services (RCS) as the external account provider. Follow the link to your Vonage Application Configuration to link the RCS account, then paste the linked RCS account identifier into the form and click Select.

Figure 25. Assign external account dialog for RCS.

The RCS external account is now linked to the Vonage application. Click Submit on the deployment form to complete deployment.

Figure 26. RCS external account linked to the Vonage application.

Step 4: Wait for Instance Provisioning

Once you submit the deployment form, the connector instance is provisioned. Wait for provisioning to complete.

Figure 27. Instance provisioning in progress.

Step 5: Launch the Connector Application

When provisioning is complete, click Launch to open the connector application.

Figure 28. Launching the connector application after provisioning.

Step 6: Log in to the Admin Panel

Log in to the connector admin panel using the Vonage account that owns the API Key on which the instance is deployed. This is the same account you used to deploy the instance from the VCR Marketplace.

Figure 29. Admin panel login.

Standalone mode setup is now complete. Continue to Section 5 to generate the bearer token and finish the MoEngage sender configuration.

5. Post-Setup Steps (Both Modes)

From this point on, the steps are the same regardless of whether you deployed in Conversational Connect mode or Standalone mode. These steps generate the bearer token, retrieve the API URL from the admin panel, complete the RCS Sender Details form in MoEngage, and configure the RCS Delivery Tracking URL.

Step 1: Generate a Bearer Token for Authentication

In the connector admin panel, navigate to the Tokens tab and click "Generate token". This bearer token will be used as the Authorization value in the MoEngage RCS sender configuration.

Figure 30. Generate token action in the admin panel.

Set the token expiry. Available options include 24 hours, 7 days, 30 days, 90 days, or "never".

Figure 31. Token expiry selection.

Important: The full token is displayed only once, at the time of generation. Copy and store it securely. After generation, only a masked preview is shown. If the token is lost, revoke it and generate a new one.

Figure 32. Generated token, displayed only once.

Step 2: Retrieve the API URL from the Connector Admin Panel

The connector admin panel displays the API URL you should use for the RCS sender. Copy the value from the "MoEngage - Instance API URL" field in the admin panel.

Figure 33. API URL displayed in the connector admin panel.

Step 3: Complete the MoEngage RCS Sender Details Form

Return to the MoEngage RCS Sender Details form (opened in Step 1 of Section 3 or Section 4). Enter:

• Sender type: Select Transactional, Promotional, or OTP based on your use case.
• Sender Name: A display name for this sender, for example "Vonage RCS Marketing".
• Sender ID: The RCS Sender ID (agent ID) that recipients will see as the source of the message. This must match the registered RCS agent linked to your Vonage account.
• API URL: Paste the API URL copied from Step 2 above.
• Authorization: Set the value to Bearer <token>, using the bearer token generated in Step 1 above.

Figure 34. RCS Sender Details form before configuration.

Figure 35. RCS Sender Details form with API URL and bearer token authorization.

Step 4: Retrieve the Incoming Messages and Delivery Callback URL

At the bottom of the Sender Details form, MoEngage displays the Incoming Messages & Delivery callback URL that the connector should use to post RCS delivery events and inbound messages. Copy this URL, then click Save to commit the sender configuration in MoEngage.

Figure 36. Incoming Messages and Delivery callback URL displayed by MoEngage for the RCS sender.

Step 5: Enter the Delivery URL in the Connector Admin Panel

Return to the connector admin panel and paste the callback URL into the RCS MoEngage Delivery Tracking URL field. Click "Update configuration" to save.

Figure 37. RCS Delivery Tracking URL entered in the connector admin panel.

The Vonage RCS sender is now fully configured and ready to be used in campaigns.

6. Campaign Configuration

Once the RCS sender is configured, you can create and launch RCS campaigns from MoEngage's campaign builder. The flow mirrors the standard MoEngage campaign creation experience, with the Vonage RCS sender selected as the RCS service provider.

6a. Create a New RCS Campaign

From the MoEngage dashboard, click "+ Create" (or the New Campaign action). In the campaign type picker, expand the RCS section and select the campaign type that suits your use case (for example, One Time for a single immediate or scheduled send, Periodic for recurring sends, or Event Triggered for sends triggered by user events).

6b. Configure Target Users

In the Target users step, configure the campaign name, mobile number attribute, tags, audience selection, and exclusions.

• Campaign name: A descriptive name for the campaign.
• User attribute that stores user's mobile number: Select the attribute that holds each user's mobile number, typically "Mobile Number (Standard)".
• Campaign tags: Optional tags for organization.
• Select audience: Choose "All users" or "Filter users by" to apply segment filters.
• Exclude Users: Optionally exclude segments from the campaign.

Test send tip: Scope the audience filter to a single test user for end-to-end verification before publishing to the full audience. Because RCS falls back to SMS on devices or carriers where RCS is not supported, verify how your message renders on both an RCS-capable and a non-RCS-capable test device where possible.

6c. Configure Content

In the Content step, select your Vonage RCS sender from the dropdown, then compose the RCS message. RCS supports:

• Rich text: Formatted text with personalization placeholders. Use MoEngage user attribute syntax such as {{UserAttribute['Name']}} for dynamic content.
• Media: Images, video, and audio attachments.
• Cards and carousels: Structured card layouts with a title, description, image, and one or more actions.
• Suggested replies and actions: Quick-reply chips and CTA buttons (open URL, dial number, view location, share location, save event).

SMS as Fallback: You can optionally enable "Use SMS as fallback" in the campaign's Configure RCS step. When enabled, MoEngage first attempts RCS delivery, and if the recipient's device or carrier does not support RCS, the message is automatically sent as SMS via a selected SMS sender. This ensures message delivery even to non-RCS-capable recipients.

Figure 38. Configure RCS campaign step showing the Use SMS as fallback option.

6d. Schedule and Publish

In the Schedule and goals step, configure the send schedule, set any conversion goals, and review the campaign summary. Click "Publish" to launch. MoEngage will begin posting send requests to the connector, which dispatches them through the Vonage Messages API (Standalone mode) or through Conversational Connect (Conversational Connect mode).

6e. Monitor Delivery in Campaign Analytics

The connector forwards RCS delivery status callbacks to MoEngage's Delivery Tracking URL. Events flow into MoEngage's campaign analytics in near real time. In the campaign's Analytics tab, you will see metrics such as Attempted, Sent, Delivered, Read, Failed, and (where applicable) Clicked for tracked URLs and quick-reply button interactions.

7. Troubleshooting and Log Access

If RCS messages are not being delivered or the campaign is not behaving as expected, start with the following checks.

Initial checks

• Verify the API URL: Confirm the API URL in MoEngage's RCS sender configuration matches the "MoEngage - Instance API URL" value shown in the connector admin panel.
• Verify the bearer token: Confirm the Authorization header value in MoEngage is in the exact format "Bearer <token>", using a token that has been generated in the connector admin panel and is not expired or revoked.
• Verify the RCS Delivery Tracking URL: Confirm the "RCS MoEngage Delivery Tracking URL" in the connector admin panel matches the "Incoming Messages & Delivery callback URL" displayed in MoEngage's RCS sender configuration.
• Verify the RCS agent registration: Confirm the RCS Sender ID entered in MoEngage matches a registered, approved RCS agent linked to your Vonage account. Unregistered or non-approved agents will be rejected by carriers.
• Verify recipient RCS eligibility: RCS delivery depends on the recipient's device and carrier supporting RCS. Where RCS is not supported, the message may fall back to SMS (if configured) or fail.
• For Conversational Connect mode: Confirm the webhook in the Conversational Connect Developer Portal is active and points at the connector's <instance-url>/webhooks/cc URL, and that the webhook signature secret matches on both sides.
• For Standalone mode: Confirm the Vonage Dashboard "Signed webhooks" signature secret matches the one entered at deploy time.

End-to-End Message Lifecycle

Every RCS campaign send follows four stages. Each stage has its own log source. Work through the stages in order; a failure at any stage prevents subsequent stages from executing.

Stage 1: MoEngage triggers the campaign send. Where to look: MoEngage Dashboard, Campaign Analytics. MoEngage's orchestrator posts a send request to the connector's API URL for each user in the audience.

Stage 2: Connector receives and dispatches. Where to look: Vonage Cloud Runtime, Instances, Your Instance, Logs. The connector receives the send request, authenticates against the bearer token, validates the payload, and dispatches it through the selected mode.

Stage 3: Downstream service delivers the message. Where to look: Vonage Customer Dashboard Message Logs (Standalone mode) or the Conversational Connect Developer Portal (Conversational Connect mode).

Stage 4: Delivery status posted back to MoEngage. Where to look: connector logs and MoEngage Campaign Analytics. The connector translates the RCS status callback into MoEngage's expected RCS delivery format and posts it to the RCS Delivery Tracking URL.

Common error scenarios

8. How to Get Help

Best way (recommended): Vonage Help Center

https://api.support.vonage.com/hc/en-us/requests/new?ticket_form_id=27404957240092

Select the form titled "Using Vonage Connector", then select your connector, then "Using Vonage Conversations for MoEngage".

What to include (for faster resolution)

Note: For issues that are specific to the MoEngage platform itself (campaign builder behaviour, MoEngage user attribute setup, audience segmentation logic), contact MoEngage Support directly. For issues specific to the RCS agent registration or carrier approval, contact your Vonage Account Manager. MoEngage-platform issues are outside Vonage's support scope.

9. For End Users, Campaign Delivery Experience

End users do not need to perform any configuration. Once the administrator has completed setup, the Vonage MoEngage Connector handles RCS campaign delivery transparently. From the end user's perspective:

• The user receives an RCS message from the brand's registered RCS agent (branded sender), rendered in their default messaging app on an RCS-capable Android device. The message may include rich media, cards, quick-reply buttons, and personalization.
• On devices or carriers where RCS is not supported, the message may fall back to SMS with the same text content, subject to the brand's fallback configuration.
• If the user taps a quick-reply button or a suggested action, the click event is captured and forwarded to MoEngage as an inbound event in both modes, visible in the campaign analytics and per-recipient user activity log.
• If the user replies STOP (or the configured opt-out keyword), the connector registers the opt-out and syncs this status back to MoEngage. The user is excluded from all future campaign sends until they opt back in.
• If the SMS fallback message includes a shortened tracked URL and the user clicks it, the click event is captured and surfaced in MoEngage's campaign analytics under the Clicked metric.

The Vonage MoEngage Connector operates entirely behind the scenes. End users interact only with the brand's RCS presence in their standard messaging app.