How to create an RCS message in a flow
In this guide, we’ll show you how to add a basic text-only RCS message to a flow. If you’d like to add rich features, see our guide to creating rich RCS messages.
Once an RCS agent is activated in your account, RCS becomes the default message format in any country where you have an active agent. This means:
- Messages will always be sent via RCS to RCS-capable devices
- All other recipients will automatically receive the SMS fallback
Even for text-only flow messages, RCS offers advantages over SMS:
- Sent from a verified branded sender ID (SID), which builds trust and brand recognition
- Delivered over modern data networks, improving deliverability and sending speed compared with SMS networks
- Provides open receipts, giving you more visibility into engagement than SMS
Because not all devices and carriers support RCS, every RCS message includes an SMS fallback for recipients who can’t receive RCS.
If you want to send only to contacts who can receive RCS, you can use the RCS capability property to create an RCS segment.
How RCS works in flows
When RCS is enabled in your account, it becomes the default format for text messages in countries where you have an active RCS agent. This means:
- Anyone who is RCS-capable will automatically receive flow text messages via RCS instead of SMS.
- Contacts who are not RCS-capable will automatically receive the SMS fallback.
If you want more control over when to send RCS or SMS, you can use conditional splits in your flows.
Step 1: Create or edit a flow
- Go to Flows in your Klaviyo account.
- Either create a new flow or open an existing one.
Step 2: Add or select a text message
- To add a new message, drag Text message from the sidebar into your flow.
- Select the new text message, or select an existing text message to edit.
If the message is already live, changes you make in the editor are saved automatically and can affect upcoming sends.
Step 3: Edit the content
- Click Edit in the Content section of the message’s settings panel.
- In the message editor, select RCS message, then choose either Rich Card or Text only depending on your use case, under Message Type.
- Enter your message content. You’ll see a live preview on the right-hand side.
- Optionally, add rich features.
Step 4: Review the SMS fallback
Select SMS fallback to review the fallback version of your message. Klaviyo uses your RCS content unless you edit the fallback separately. Profiles that can’t receive RCS are sent this SMS or MMS instead.
The fallback lets you send a flow text message to recipients whose device or carrier does not support RCS.
Step 5: Edit the SMS fallback if needed
By default, your SMS fallback uses the same content as your RCS message. To edit it separately, turn off Use the same content from RCS message, then edit the SMS content. If the fallback is too long, shorten it before continuing.
Editing the fallback separately can help reduce costs and improve performance by:
- Removing emojis and other characters that require Unicode encoding (which reduces the single-segment SMS limit from 160 to 70 characters)
- Simplifying the text to fit within 1 SMS segment
- Removing or replacing media
Step 6: Set the message live
Unlike campaigns, there is no review page or scheduling step. Once you’ve finished editing:
- Click Next to save your message and return to the flow builder.
- In the flow builder, select the message. If it is not already live, set its status to Live and click Save. Live messages can send when profiles reach this step.
Notes for existing flows
- Once RCS is activated, your existing SMS text is used for the RCS version. You can edit the RCS version to take advantage of rich features.
- Any edits you make to the RCS version will also be copied into the SMS fallback unless you choose to edit the fallback separately.
- Contact cards are not supported on RCS. Because you cannot save an RCS agent as a contact, these cards are irrelevant in RCS flows. If your flow includes a contact card, make sure to update the RCS version of the message.