Agent Registration and Launch

Launching an RCS agent requires coordination between your brand, 8x8, Google, and mobile carriers. This guide outlines the end-to-end process, from preparing your brand assets to securing carrier approval for your live agent.

1. Preparation & Brand Profiling

Before submitting your RCS Agent Request Form, gather the following assets. Missing or incorrect formats are the most common cause of verification delays.

A. Brand Identity Assets

These define how your agent appears in the customer's native messaging app on Android and iOS.

Agent Name (Display Name): The verified name customers will see (e.g., "Your Brand Support").

• Constraint: Maximum 40 characters.

Brand Color: A HEX color code (e.g., #E91B0C) used for buttons and interactive elements.

• Requirement: Must have a 4.5:1 contrast ratio against white text. Use a contrast checker to verify this.

Logo: The avatar displayed next to your messages.

• Dimensions: 224x224 px (Recommended).
• File Size: Maximum 50 KB.
• Format: JPG or PNG.
• Note: This renders as a circle. Ensure your icon is centered with padding so edges aren't cut off.

Hero Image: The banner displayed at the top of your agent's "Info & Options" page.

• Dimensions: 1440x448 px (Aspect ratio 3.2:1).
• File Size: Maximum 220 KB.
• Format: JPG or PNG.
• Note: Avoid transparent backgrounds; they may display poorly in Dark Mode.

B. Legal & Compliance

Public links are required to verify business legitimacy.

• Privacy Policy URL: A valid, publicly accessible link.
• Terms of Service URL: A valid, publicly accessible link.
• Contact Information: A public email and phone number for end-user support.

C. Use Case Definition

Define your agent's primary function to ensure correct billing and approval.

Use Case Types:

• Transactional: Order receipts, boarding passes, payment alerts.
• Promotional: Marketing offers, coupons, sales alerts.
• OTP: One-time passwords.

2. Integration & Internal Testing

Once 8x8 creates your agent profile, you must test it on real devices before requesting a public launch.

Supported Devices:

• Android: Most devices running Android 5.0 or later.
• iOS: Most iPhones running iOS 18 or higher.

The "Handshake" Process (Whitelisting)

RCS agents do not "just work" on any phone during the testing phase. You must strictly follow this sequence:

1. Request Whitelisting: Provide the phone numbers of your test devices (in E.164 format, e.g., +14155552671) to your 8x8 account manager or support team to have them added to the authorized test list.

2. Check for Invite: Once added, your device will receive a native system notification (not an SMS) asking: "Make [Agent Name] a tester?".

   • Action Required: You must tap "Accept" on this notification.
   • Troubleshooting: If you skip this step, API calls will fail with a 403 PERMISSION_DENIED or "User not reachable" error because the user has not consented to receive messages from an unverified agent.

3. Carrier Approval & Launch Requirements

Requirements vary by region. Select your target market below.

Global (excluding US)

Agents in most regions outside the US follow a streamlined path — no program brief and no carrier pre-approval are required. The STOP/HELP/START compliance rules still apply.

Step	Description	Notes
1. Submit Agent Request	Submit to initiate agent creation. Unlocks a trial sandbox immediately so you can begin testing while approvals are processed.	Submit Agent Request Form
2. Brand Vetting	Your brand is verified on the carrier side.	Run in parallel with Step 1 to avoid delays. Typically 5–10 business days. Submit Brand Vetting Form
3. Carrier Demo Video	A screen recording demonstrating the full user journey.	Must show: opt-in/welcome flow, at least one transactional message, a promotional message (if multi-purpose), and the STOP interaction.
4. Testing & Launch	Whitelist test device numbers and confirm RCS is enabled on test devices.	8x8 will guide you through this step.

tip

You can start testing immediately after submitting the Agent Request Form — no need to wait for carrier approval.

United States

For the US market, additional documentation and functionality proofs are required.

A. Required Documentation

You will need to submit the following to initiate the launch process:

• Agent Request Form: To initiate setup.
• RCS Program Brief: Detailed overview of campaign logic/goals.
• Brand Vetting Form: For brand verification.
• T-Mobile Pre-approval File: (USA Only) Specific requirement for the T-Mobile network.

B. Functional Requirements

Your agent must automatically respond to standard keywords with exact specific phrasing. Ensure your logic handles these commands before submission:

START (Welcome Message)

• Requirement: Must confirm opt-in, state message frequency, mention data rates, and provide instructions for Help/Stop.
• Required Output: "Welcome! You are opted in. Msg freq varies. Msg&data rates may apply. Text HELP for help, STOP to cancel."

HELP

• Requirement: Must provide specific customer support contact information (phone or email).
• Required Output: "For support, please call 1-866-879-8647."

STOP

• Requirement: Must confirm the opt-out and state that no further messages will be sent.
• Required Output: "You have successfully unsubscribed. You will no longer receive messages from this agent. Reply START to resubscribe."

C. Video Verification

For approval on some carriers, you must provide a screen recording of your agent.

Video Requirement: The video must demonstrate the full user journey:

• Opt-In: How the user agrees to receive messages (e.g., web form, SMS keyword).
• Content: The actual rich messages the user receives.
• STOP Flow: The user sending "STOP" and receiving the compliant opt-out message defined above.

4. Go-Live & Monitoring

Once approved by carriers:

• Activation: 8x8 will activate your agent for live traffic.
• Monitoring: Regularly review delivery rates and ensure ongoing compliance with content standards.
• Maintenance: If you change your use case (e.g., adding promotional messages to a transactional agent), you may need to re-submit for approval.