A good use case is specific. Explain what triggers the messages, what customers will receive, how they may interact with your Agent and how consent is managed.
What should I include?
Kero asks you three questions when creating your RCS Agent.1. What actions trigger messages to users?
Explain what causes your business to send an RCS message. For example:- A customer places an order.
- A payment is received.
- An appointment is booked.
- A customer requests a verification code.
- A customer opts in to receive promotional offers.
2. What types of interactions will the Agent have with users?
Describe the messages customers will receive and how they may interact with your Agent. Consider:- What types of messages will customers receive?
- Will customers be able to reply?
- Will messages include suggested replies, buttons or links?
- How frequently might customers receive messages?
3. How do you ensure consent?
Explain how customers agree to receive your messages. Your explanation should describe:- Where consent is collected, such as a website, registration form or checkout process.
- What customers are told when they provide consent.
- How consent is recorded.
- How customers can opt out, where applicable.
You do not need to describe every individual message you may ever send. Describe the customer journey and purpose of the messaging clearly enough for the intended use of the Agent to be understood.
Transactional use case example
Use a Transactional Agent when messaging relates to an existing customer relationship, service or transaction.Example: Order and delivery updates
Business: Online retailer Purpose: Keep customers informed about orders they have placed. Example use case: Customers who place an order with our business will receive RCS messages relating to their order and delivery. Messages may include:- Order confirmations
- Payment confirmations
- Order processing updates
- Dispatch notifications
- Delivery updates
- Collection notifications
- Customer service information relating to the order
Promotional use case example
Use a Promotional Agent when the purpose of the messaging is marketing, sales or promotion.Example: Retail promotions
Business: Retailer Purpose: Send offers and promotions to customers who have opted in to marketing communications. Example use case: Customers who have opted in to receive promotional messaging from our business may receive RCS messages about products, offers and promotions. Messages may include:- Special offers
- Discounts
- New product announcements
- Seasonal promotions
- Loyalty offers
- Promotional campaigns
OTP use case example
Use an OTP Agent when the Agent is specifically used for authentication or verification.Example: Account verification
Business: Online service provider Purpose: Verify customers when they access their account or perform a protected action. Example use case: Customers will receive RCS authentication messages when they request verification while using our service. Messages may include:- One-time passwords
- Login verification codes
- Account verification codes
- Password reset codes
- Transaction verification codes
Multi-use use case example
Use a Multi-use Agent when the same Agent needs to send both Transactional and Promotional messaging. Your use case should clearly describe both types of messaging.Example: Retail customer journey
Business: Online retailer Purpose: Provide customers with order updates and, where customers have separately opted in, promotional messaging. Example use case: Customers who place an order with our business will receive RCS messages relating to their transaction. Transactional messages may include:- Order confirmations
- Payment confirmations
- Delivery updates
- Collection notifications
- Service notifications
- Customer support messages
- Special offers
- Discounts
- Product promotions
- Loyalty offers
- Marketing campaigns
For a Multi-use Agent, explain both messaging purposes and how consent is managed for each.Selecting Multi-use does not remove the requirement to obtain appropriate consent for promotional messages.
More use case examples
Avoid vague use cases
Your use case should describe what the Agent will actually be used for. Instead of: We will use RCS to communicate with our customers. Describe the messaging more specifically: Customers who place an order will receive order confirmations, payment updates and delivery notifications. Messages are triggered by events relating to the customer’s order. For a Multi-use Agent, instead of: We will send transactional and marketing messages. Explain both journeys: Customers will receive order and delivery notifications relating to purchases they have made. Customers who have separately opted in to marketing communications may also receive product offers and promotional messages from the same Agent. The more clearly your use case reflects the actual customer journey, the easier it is to understand how your Agent will be used.Match your RCS Type to your use case
Your selected RCS Type and your use case description should describe the same intended messaging.- Existing transaction, service or customer relationship → Transactional
- Marketing, advertising, sales or promotions → Promotional
- Authentication or verification → OTP
- Transactional and Promotional messaging from the same Agent → Multi-use
Before you submit
Before submitting your Agent, check that your use case:- Explains the purpose of the messaging
- Identifies what triggers messages
- Describes the interactions customers can expect
- Gives examples of the messages customers will receive
- Matches the RCS Type you selected
- Explains how consent is obtained and managed
- Explains promotional opt-out arrangements where applicable
- Reflects how the Agent will actually be used after launch