What are RCS Suggested Replies?
RCS Suggested Replies are predefined response options that customers can tap to reply to a business message. They reduce typing and make it easier for customers to answer questions, confirm actions, select preferences, or continue an automated conversation.
Suggested Replies are also called reply chips or quick replies in some RCS implementations.
How do Suggested Replies work?
A business includes a set of response options in an RCS message. When the customer taps an option, the selected response is sent back to the business or processed by the connected application.
For example, a clinic can send:
“Would you like to confirm your appointment?”
with two suggested replies:
- Confirm appointment
- Reschedule appointment
The customer can respond with one tap instead of typing a message. The business system can then confirm the booking or begin the rescheduling workflow.
Suggested Replies are especially useful in automated conversations because the business can anticipate common responses and structure the next step.
Common use cases
- Appointment confirmations
- Customer surveys
- Lead qualification
- Order-status questions
- Product preferences
- Support triage
- Language selection
- Delivery confirmations
- Feedback collection
- Banking-service choices
For example, a logistics company can ask a customer whether a delivery was received. The customer can tap “Yes” or “No,” allowing the business to record the response and trigger the next workflow.
Helo.ai’s RCS messaging examples and use cases provides broader examples of interactive RCS journeys.
Suggested Replies versus Suggested Actions
Suggested Replies send a predefined response back to the business. Suggested Actions perform an activity, such as opening a website, calling a number, viewing a location, or creating a calendar event.
Suggested Replies | Suggested Actions |
|---|---|
Send a response | Perform an activity |
Useful for questions | Useful for CTAs |
“Yes” or “No” | “Call now” or “Open map” |
Supports conversation logic | Supports external or device action |
A business may use both in the same customer journey.
Benefits
- Reduces typing effort.
- Makes conversations easier on mobile.
- Improves response consistency.
- Supports structured customer data.
- Helps chatbots recognise intent.
- Makes surveys faster to complete.
- Can improve response rates.
Design best practices
- Use short, clear reply labels.
- Offer realistic choices.
- Keep options mutually understandable.
- Avoid too many choices at once.
- Make the next step obvious.
- Use customer-friendly language.
- Provide a human-support option.
- Test responses in different devices and languages.
Suggested Replies should not make the customer feel trapped. If none of the options apply, the customer should have a way to type a response or contact an agent.
Example for an Indian business
A financial-services company could ask:
“What would you like help with?”
Suggested Replies:
- Credit card
- Personal loan
- Account support
- Talk to an agent
The customer’s selection can route the conversation to the correct workflow or team.
Frequently asked questions
Are Suggested Replies the same as SMS reply keywords?
No. SMS keyword replies usually depend on the customer manually typing a word. Suggested Replies are visible, tappable options inside an RCS message.
Can Suggested Replies trigger automation?
Yes. The selected response can trigger a chatbot, CRM update, workflow, or agent route.
Can businesses use them in marketing messages?
Yes. They can help customers choose an offer, request information, or express a preference, subject to applicable messaging and consent requirements.