User Story

Title: Utilise RCS Messaging as a Native Channel

As a marketing manager, I want to use RCS (Rich Communication Services) messaging as a native channel within Microsoft Dynamics Customer Insights: Journeys, so that I can engage customers with rich, interactive messages directly from the platform.

Acceptance Criteria

RCS Channel Availability:

• Given that I am setting up a new marketing journey,
• When I choose the communication channels,
• Then I should see RCS messaging as an available option.

Message Creation:

• Given that I have selected RCS messaging as the channel,
• When I create a new message,
• Then I should be able to add rich media elements such as images, videos, and interactive buttons.

Preview and Test:

• Given that I have created an RCS message,
• When I preview the message,
• Then I should see how it will appear on different devices and have the option to send a test message to myself.

Audience Segmentation:

• Given that I am defining the audience for my journey,
• When I select the audience segment,
• Then I should be able to target customers who have RCS-enabled devices.

Send and Track:

• Given that I have finalized my RCS message and audience,
• When I send the message,
• Then the system should track delivery, read receipts, and customer interactions with the message.

Reporting and Analytics:

• Given that the RCS messages have been sent,
• When I view the campaign reports,
• Then I should see detailed analytics on message performance, including delivery rates, open rates, and interaction metrics.