How to Use Carousels, Reply Buttons, and Brand Verification in RCS to Boost Sales
The Sales Revolution: Turning a Simple Text into a Digital Storefront
For too long, mobile messaging for business was confined to the rigid, basic framework of SMS. It was a utility for alerts and confirmations, but never a powerful sales or customer service channel. The moment a customer needed to browse products, select an option, or pay a bill, the conversation was abruptly redirected to a clumsy website link or an unresponsive app.
Rich Communication Services (RCS) is fundamentally changing this narrative. RCS Business Messaging (RCS-B) transforms the native message thread—the most engaged-with space on a user’s phone—into an interactive, media-rich storefront and service center. By leveraging three core features—Brand Verification, Reply Buttons, and Carousels—businesses are not just communicating; they are selling, supporting, and building trust directly within the chat interface. This is the Interactive Magic that is driving serious sales growth.
Part 1: The Foundation of Trust—Brand Verification (The Trust Factor)
In the age of rampant phishing, smishing, and digital scams, customer trust is the most valuable currency. Before a user even considers clicking a link or interacting with a business message, they must be sure the message is legitimate. This is where RCS Brand Verification steps in, acting as the bedrock for all other sales strategies.
1. Why Verification is a Sales Booster
An unverified SMS from an unfamiliar number is often ignored or deleted. A verified RCS message is immediately recognized as authentic, reducing friction and increasing open rates, which is the first step in any sales funnel.
Combatting Phishing: By displaying a verified logo, official business name, and a “verified” checkmark, RCS drastically reduces the risk of customers falling for lookalike scams, protecting both the customer and the brand’s reputation.
Immediate Recognition: Instead of a generic number, the user sees the brand’s recognized logo (e.g., Starbucks, FedEx, or your specific brand). This professional presentation adds credibility and authority, making the message instantly command attention.
Persistent Branding: Even when the business is not actively chatting, the brand’s identity is maintained in the user’s message inbox, ensuring continuous presence and brand recall.
2. Tactical Sales Application of Trust
High trust enables high-value interactions:
High-Value Transactions: Verified messages are essential for communications involving billing, account changes, or high-value purchases. Customers are far more likely to proceed with a payment via a link in a message if they trust the sender.
Exclusive Offers: When a verified brand sends an “exclusive offer” or a “limited-time discount,” the perceived value and urgency are magnified, leading to higher click-through and conversion rates than the same offer sent via plain SMS.
In short, Brand Verification is not a feature; it is the permission slip that allows the rest of the interactive sales magic to work. No trust, no click, no sale.
Part 2: Streamlining Decisions—Reply Buttons (The Instant Action Enabler)
The moment a customer reads a message, the next step should be immediate and effortless. SMS relies on the user remembering keywords (like “Text STOP” or “Text YES”) or laboriously typing out a response. RCS revolutionizes this process with Suggested Reply Buttons and Suggested Action Buttons.
1. Types of Buttons and Their Functionality
These buttons appear directly beneath the rich message card, providing one-click options:
| Button Type | Description | Sales/Service Use Case |
| Suggested Replies | Short, pre-defined text options that populate the chat bar (e.g., “YES,” “NO,” “More Info”). | Confirmation: Confirming an order or subscription renewal. Filtering: “Show Me Menswear” or “Show Me Clearance Items.” |
| Suggested Actions | Direct actions that execute a command outside the chat (e.g., dialing a number, opening a URL). | Conversion: “Buy Now,” “Apply Discount,” “Complete Order.” Support: “Call Agent,” “View Map,” “Visit Website.” |
2. Using Buttons to Drive Instant Sales and Service
The power of these buttons lies in their ability to reduce cognitive load and time-to-action.
Cart Recovery: Instead of a simple text saying, “You left items in your cart,” an RCS message can feature the abandoned items with a “Review Cart” action button that takes them directly to checkout, or a “Talk to Agent” button for instant support.
Payment and Billing: Send a notification that a bill is due. The message includes a “Pay Now” button (Action) and a “Request Extension” button (Reply). This immediate choice dramatically improves payment adherence compared to links.
Feedback Loops: After a purchase, a simple message asking for feedback can have buttons like “5 Stars ⭐⭐⭐⭐⭐” or “Contact Support.” This instant mechanism boosts review collection and preempts negative public feedback.
By providing clear, single-click choices, Reply Buttons minimize the time a customer spends deciding what to do next, propelling them through the sales funnel faster and more smoothly.
Part 3: Immersive Browsing—Carousels (The Digital Product Showcase)
The biggest limitation of SMS/MMS for retail was the inability to showcase multiple products or options attractively. RCS Carousels overcome this by presenting a horizontally scrolling set of rich cards within the chat window. This allows the customer to browse and select without leaving the chat thread.
1. Anatomy of a Powerful Carousel
Each individual card in the carousel is a mini-billboard and typically includes:
High-Resolution Image/Video: Essential for visually appealing products.
Title and Description: Brief, compelling product information.
Price/Offer: Clear and enticing pricing details.
Interactive Buttons: (See Part 2) Specific to that product card, such as “Add to Cart,” “Learn More,” or “Customize.”
2. Strategic Uses for Sales Growth
Carousels transform transactional messages into rich shopping experiences:
Product Recommendations (The Upsell): After a purchase, send an RCS message with a carousel showcasing “You Might Also Like” items (e.g., accessories for a new phone, matching apparel). The visual nature combined with the “Add to Order” button drives impulse buys.
Service Selection (The Option Showcase): For services like banking, insurance, or travel, a carousel can display different packages (e.g., Silver, Gold, Platinum plans) or available appointments, each with an image and a “Select Plan” button.
Lookbooks and Seasonal Campaigns: A retailer can send a “Spring Collection” carousel. Customers scroll through outfits, click “Shop Look,” and are taken directly to the product page, effectively bypassing email newsletters and increasing conversion rates.
Dynamic Personalization: Carousels can be dynamically generated based on a customer’s browsing history, ensuring the three to five cards presented are the most relevant items, maximizing the chance of a click.
Carousels create a frictionless browsing experience. The customer is presented with multiple options, clear visuals, and a direct path to purchase, all within the comforting environment of their native messaging app.
Part 4: The Synergistic Strategy—How the Three Elements Combine
The true magic of RCS is unlocked when Brand Verification, Reply Buttons, and Carousels are used in concert. This creates a hyper-efficient sales funnel right in the message thread.
Scenario Example: Flight Booking Confirmation
Brand Verification: A verified logo and name (“Global Airlines”) instantly confirms the message is not spam, building trust.
The Carousel (The Upsell/Cross-sell): The primary flight details are followed by a carousel with offers:
Card 1: “Upgrade to Business Class” with a “View Price” button.
Card 2: “Add Checked Baggage” with a “Add Now” button.
Card 3: “Purchase Travel Insurance” with a “Select Policy” button.
Reply Buttons (The Support/Next Step): Below the carousel, two primary actions are presented:
“Check-in Now” (Action Button opens the web check-in page).
“Talk to Agent” (Action Button initiates a live chat session).
This single message delivers confirmation, presents three targeted upsell opportunities, and provides instant support options, all verifiable and visually engaging. The user never has to leave the chat until the final conversion step.
Conclusion: RCS is the New Standard for Sales Engagement
RCS is more than just an upgrade to text messaging; it is a dedicated commerce channel. The integration of Brand Verification secures trust, Reply Buttons streamline action, and Carousels create a dynamic, visual browsing experience. Together, they eliminate the clunky friction points that plagued SMS campaigns.
For any business serious about engaging the modern mobile user, RCS Business Messaging is no longer a “nice-to-have” novelty—it is a competitive necessity. By embracing this interactive magic, companies can transform their customer communication from a simple alert system into a powerful, profitable, and seamless sales engine, ensuring the death of the text-only message and the dawn of truly rich conversions.
