RCS (Rich Communication Services) offers a much richer experience than SMS or MMS, with a level of interactivity comparable to WhatsApp.
Instead of sending a simple text, you can share interactive cards and media-enhanced messages for an experience closer to an app than to a traditional message.
Adding RCS to your flows (campaigns or automations) works exactly the same way as WhatsApp in WAX. Once RCS is enabled in your organization, you’ll see an “RCS” node in the flow builder. Click on it and select the message type you want to use.
This guide presents each RCS message type available at WAX, their associated use cases, and key points to consider when configuring them.
Message type “Text”
The simplest format: a text body, similar to an SMS.
When to use it:
Transactional alerts,
Simple notifications,
Fallback content,
Or any message that does not require visual formatting.
Good to know:
A 1,000-character limit
Up to 11 buttons can be added
Message type “Rich card”
A Rich card is a message type that combines media and text.
A Rich card can include:
Media:
Images: JPEG, PNG, GIF
Videos: H263, M4V, MP4, MPG, MPEG, 3GPP, WebM
Audio: MP3, AAC, OGG, MP4-LATM
Documents: PDF
Title: short header (200 characters)
Description: supporting text (2,000 characters)
Buttons: up to 4
When to use it:
Product highlight,
Appointment confirmation with image,
Event announcement, or
Any content that benefits from a visual layout.
Good to know:
Landscape format works best for media-focused content; portrait format for more text-driven content
Media must be hosted on a public HTTPS URL
Size limits may vary by carrier; aim for under 1 MB for images
Message type “Carousel”
A carousel is a set of Rich cards displayed horizontally within a single message.
The recipient can scroll through them, with each card featuring its own media, title, description, and action buttons.
When to use it:
Product catalog,
Multiple offers within the same campaign,
Step-by-step instructions,
Or side-by-side options (appointment slots, service tiers).
Good to know:
Minimum of 2 cards, maximum of 10 per carousel
All cards must share the same orientation (all landscape or all portrait)
Keep title and description lengths consistent to maintain visual balance
Buttons are specific to each card, with up to 4 per card
Message type “Media”
Media can be included in a Rich card, but it is also possible to send standalone media: image, audio, video, or PDF, without a card structure.
When to use it:
Simple visual confirmation (QR code, receipt image, route screenshot), or
When the media itself is the entire message.
Good to know:
Supported media:
Images: JPEG, PNG, GIF
Videos: H263, M4V, MP4, MPG, MPEG, 3GPP, WebM
Audio: MP3, AAC, OGG, MP4-LATM
Documents: PDF
Button types
Interactive buttons allow you to:
Call a number: automatically opens the dialer on the device; the recipient just needs to place the call.
Example: contact customer support.
Open a URL: opens a web page in the device’s browser.
Quick reply: sends a predefined text to the agent. The recipient taps the button and the response is sent automatically, with no typing required.
When to use it: guide a conversation through a decision tree, collect preferences, confirm or decline an action, or reduce friction in the reply.
Example: after an appointment reminder, offer Confirm and Reschedule options.
Good to know:
On unsupported devices, buttons may not be displayed
Message rendering depends on the device type (iOS/Android) and the latest updates.