Skip to main content
GuidesAPI ReferenceSupport

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​

To launch a live agent, specifically for the US market, strictly enforced 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.