RCS Templates by Category

Every RCS template belongs to one of three categories — Promotional, Transactional, or OTP.

Unlike WhatsApp, where the category is chosen per template, in RCS the category is determined by your RBM Agent type. When your business applies for an RBM Agent, the agent is registered for a specific use case — and that use case defines which kinds of messages the agent is allowed to send.

Promotional

Purpose: To promote products, services, and offers, or to drive customer engagement.

Promotional agents are used to initiate conversations with customers — announcing a sale, launching a product, or re-engaging inactive customers with visually rich content.

Examples:

“New arrivals are here! Swipe through our latest collection 👇”
“Get 20% off your next order — use code WELCOME20 before midnight.”
“Your favorite items are back in stock. Tap below to shop now!”

Best Used For:

Offers, discounts & promotions
Product showcases and catalogs
Re-engagement campaigns
Cart recovery reminders

Customers must have opted in to receive promotional messages. Your opt-in mechanism is reviewed as part of the RBM Agent application.

Transactional

Purpose: To share transactional or informational updates related to an existing order, booking, or account activity.

These are non-promotional messages that keep customers informed about something they already expect.

Examples:

“Your order #4523 has been shipped and will arrive by tomorrow.”
“Your payment of ₹2,499 was received successfully.”
“Your appointment is confirmed for Monday, 4 PM.”

Best Used For:

Order and delivery updates
Payment confirmations & receipts
Appointment or booking reminders
Account status updates

Tip: Transactional messages help build trust and improve the post-purchase experience.

OTP

Purpose: To send secure one-time passwords (OTPs) and verification codes for login and account access.

These messages are time-sensitive and critical for user verification workflows.

Examples:

“Your login code is 827492. It will expire in 5 minutes.”
“Use 654321 to verify your account.”
“Your OTP for completing payment is 789045.”

Best Used For:

OTP delivery
Two-factor authentication
Account verification or password reset

Note: OTP agents are approved only for verification-related use cases and must not send promotional content.

Which Message Types Can Each Agent Send?

The RBM Agent type also determines which message types are available when creating a template:

RBM Agent

Basic Text Message

Single Rich Card

Carousel Rich Card

Promotional

✅

Transactional

✅

❌

OTP

✅

❌

Promotional agents have full access to all message types, including carousels — ideal for visual, multi-product campaigns.
Transactional agents can send text and single rich cards (e.g., an order confirmation card with a tracking button), but not carousels.
OTP agents are limited to basic text messages, keeping verification flows simple and secure.

Choose your agent type carefully during registration. If your business needs both promotional campaigns and OTP delivery, discuss this with the QuickReply team during the RBM Agent application.

Comparison Summary