What is an RCS webhook?
An RCS webhook is a secure URL where an RCS platform sends real-time messages and event notifications to a business application. It enables developers to receive customer replies, delivery updates, read events, button interactions, and other asynchronous information.
Webhooks allow an RCS integration to respond to events rather than repeatedly asking the platform whether something has changed.
What events can an RCS webhook deliver?
Depending on the RCS platform and implementation, webhook events may include:
- Incoming customer messages
- Suggested Reply selections
- Suggested Action interactions
- Message sent status
- Message delivered status
- Message read status
- Delivery failures
- User capability events
- Agent events
- Spam or quality notifications
For example, when a customer taps “Track Order” in an RCS message, the webhook can notify the business application. The application can then query the order system and send the latest tracking information.
How does an RCS webhook work?
A developer configures a webhook endpoint with the RCS provider. When an event occurs, the provider sends an HTTP request containing structured event data.
The application should:
- Receive the webhook request.
- Verify the request’s authenticity.
- Validate the payload.
- Record the event.
- Return a successful response quickly.
- Process the workflow asynchronously.
- Send a response or trigger the next action.
The webhook endpoint should not perform long-running work before acknowledging the event. Lengthy tasks should be placed in a queue or background process.
Why do webhooks matter?
Webhooks support real-time customer experiences. They allow businesses to:
- Reply quickly to customer messages
- Update CRM records
- Track delivery and read performance
- Trigger automation
- Route conversations to teams
- Detect failed messages
- Measure button and carousel interactions
- Start fallback or retry workflows
Without reliable event handling, a business may send messages successfully but fail to respond when customers interact.
RCS webhook versus RCS API
The API is generally used to send requests to the RCS platform. A webhook is used by the platform to send events back to the business application.
RCS API | RCS Webhook |
|---|---|
Business sends a request | Platform sends an event |
Used for outbound actions | Used for inbound updates |
Sends messages or manages resources | Receives replies and statuses |
Request-response model | Event-driven model |
A complete RCS integration usually needs both.
Security and reliability requirements
Developers should implement:
- HTTPS
- Request authentication
- Signature verification
- Payload validation
- Replay protection
- Idempotency
- Event logging
- Retry handling
- Rate control
- Monitoring and alerting
- Access restrictions
The system should safely process duplicate events because providers may retry delivery when the original request is not acknowledged correctly.
Example for an Indian business
A food-delivery business can use webhooks to receive:
- Customer replies
- Delivery-status changes
- “Call Support” actions
- “Track Order” interactions
- Message-read events
The business can then update its support dashboard and respond with delivery details or route the conversation to an agent.
Frequently asked questions
What is the purpose of an RCS webhook?
It delivers incoming messages and event notifications from the RCS platform to a business application.
Is an RCS webhook required?
It is generally required for reliable two-way messaging, delivery tracking, and interaction handling.
Can webhooks receive button clicks?
Supported RCS implementations can send interaction events for Suggested Replies and Suggested Actions.
How should a webhook handle duplicate events?
Use event IDs or another idempotency method so the same event does not trigger the workflow repeatedly.