Brands can start messaging users using an RBM Agent, an entity that sends messages on behalf of a brand, enabling conversational interactions and responsive exchanges with users.

To launch an agent, brands must complete an onboarding process facilitated by Sprinklr, which involves the following major steps:

1. Filling out Agent Information

2. Configuring the Agent–User Flow

3. Agent Verification by Google

4. Carrier Selection and Approval by Brand

5. Agent Launch by Google and Carrier

Filling Out Agent Information

To initiate the Google RBM Onboarding process, you need to submit the following information to Sprinklr Support:

1. Brand Representation:

   • Name of the brand your agent will represent.

2. Agent Information:

   • Region: North America, Europe, Asia Pacific (This determines where your agent operates and stores data).

   • Billing Category: Basic, Single, Conversational (Conversational is recommended for most RBM use cases).

   • Use Case: OTP, Transactional, Promotional, Multi-Use (Choose according to the brand's use case).

3. Agent Display Details:

   • Display Name: The name displayed in the RBM chat to end users.

   • Description: Brief description of the agent.

   • Color: With a minimum 4.5:1 contrast ratio to white (e.g., #FF0000).

   • Hero Image: 1440x448 px JPEG file, no larger than 200 KB.

   • Logo: 224x224 px, no larger than 50 KB (Displays as a 224 px diameter circle. Ensure the logo looks good as a circle). You can check the validity of your logo here.

   • Privacy Policy URL

   • Terms of Service URL

4. Brand Contact Information:

   • Brand phone number

   • Brand website

   • Brand email address

Configuring the Agent – User Flow

After creating an RBM Agent, you need to configure the agent flow by adding RCS-enabled devices as testers. Share the required phone numbers with the Sprinklr team. Only these numbers will be used for testing the agent until it is publicly launched.

To prepare your agent for verification, you must configure a streamlined bot flow on Sprinklr that showcases the user experience to the Google Review team. The following information must be provided regarding the agent flow by contacting tickets@sprinklr.com, and the Sprinklr team can assist you with these steps:

1. Opt-in Process:

   • How you obtain opt-in from users to message them.

2. Message Triggers:

   • Actions or events that trigger messages to users.

3. User Interactions:

   • The types of interactions your agent will have with users.

4. Opt-out Response:

   • The exact message the agent sends when a user opts out of communications.

Agent Verification by Google

Once the agent flow is configured and ready for review, we will initiate the verification process.

Required Information for Verification:

To start the verification process, please submit the following information to Sprinklr Support:

• Name of Brand Employee

• Email of Brand Employee

• Brand Website URL

Assisting the Google Review Team:

To help the Google team review the agent flow effectively, you can provide additional materials:

1. Screenshots:

   • Publicly accessible URLs containing screenshots of the agent flow.

2. Videos:

   • Publicly accessible URLs with videos demonstrating the agent's primary and secondary use cases.

   • Ensure videos display that all links and actions work as intended.

   • Highlight the opt-out capabilities in the videos.

Sprinklr will add the Google review team as testers for the agent, allowing them to experience the bot flow firsthand during their evaluation.

Carrier Selection and Approval by Brand

After your agent has been verified by Google, you can submit the agent for launch on one or more carrier networks.

Depending on the region where you want to launch your agent, you will need to establish a relationship with a carrier network that supports RCS messaging.

Sprinklr will provide you with a list of carrier networks based on the countries you want to launch your agents in. Additionally, Google may share the points of contact (POCs) for these carriers.

Agent Launch by Google and Carrier

The agent launch process consists of the following key steps:

1. Brand Verification:

   • An authorized representative from your brand will need to confirm the agent information and grant Sprinklr the authority to manage the agent on behalf of the brand.

   • Google will initiate an email thread to the brand's designated email address for this verification.

2. Launch Approval:

   • Approval for the agent launch must be obtained from Google, carriers, or both, depending on the requirements.

Once your agent has received the necessary approvals for launch, it will be enabled to reach RBM-capable users across the approved carrier networks. This will allow your agent to start messaging users on a larger scale, facilitating enhanced engagement and communication.