What are RCS Suggested Actions?
RCS Suggested Actions are interactive buttons that allow customers to perform an action directly from an RCS message. They can open a website, make a phone call, view a location, share a location, or create a calendar event, depending on the supported RCS implementation.
Suggested Actions turn a message into a practical next step rather than a passive notification.
Common types of Suggested Actions
Examples include:
- Open a URL
- Call a phone number
- View a location
- Share a location
- Create a calendar event
- Open an application link
- Track an order
- Start a booking journey
For example, a restaurant can send an RCS message with “View Menu,” “Call Restaurant,” and “Get Directions” buttons. The customer can choose an action without copying a link or searching for the business.
How do Suggested Actions work?
A business creates an RCS message through an API or messaging platform and adds the relevant action buttons. Each action contains the destination or instruction required to complete the activity.
When the customer taps a button, the messaging application performs the action or opens the appropriate destination. The business can often track the interaction through event data, depending on the platform and implementation.
Businesses should ensure that the destination matches the button label. A button labelled “Track Order” should open the correct tracking experience rather than a general homepage.
Suggested Actions versus Suggested Replies
Suggested Replies send a response to the business. Suggested Actions perform an activity.
Suggested Actions | Suggested Replies |
|---|---|
Open, call, locate, or schedule | Send a predefined reply |
“Track order” | “Yes” |
“Call support” | “I need help” |
“Get directions” | “Reschedule” |
A customer journey may use both. For example, a business may ask a customer to select “Need help” through a Suggested Reply and then offer “Call agent” through a Suggested Action.
Common business use cases
- Appointment booking
- Order tracking
- Store locator journeys
- Customer support
- Travel check-in
- Payment reminders
- Event registration
- Service requests
- Lead generation
- Location-based offers
Helo.ai’s RCS in banking guide explains how buttons and interactive messaging can support payment reminders, alerts, and financial-service journeys.
Best practices
- Use action labels that describe the outcome.
- Keep the number of buttons manageable.
- Ensure links work on mobile devices.
- Use secure HTTPS URLs.
- Match the CTA to the landing page.
- Track clicks and completion events.
- Provide fallback content.
- Test actions across supported devices.
Security considerations
Businesses should review every destination before sending it. Links should use secure domains, avoid unnecessary redirects, and clearly identify the business.
For financial services, healthcare, and other sensitive sectors, the action should not expose confidential information without appropriate authentication.
Frequently asked questions
Can Suggested Actions open a website?
Yes. Opening a URL is one of the common action types.
Can they make a phone call?
Supported RCS implementations can provide a call action.
Do Suggested Actions work in SMS fallback?
No. SMS fallback usually converts the experience into plain text, so the business should include a usable fallback link or instruction.