RCS for customer review collection: what changes in 2026

In 2026, 83% of French smartphones can read RCS. According to AF2M, that's 50 million compatible devices as of Q4 2025 — iPhones included since iOS 18. For customer review collection, that number changes everything.

What RCS is (and why it's nothing like SMS)

RCS (Rich Communication Services) is the protocol replacing SMS inside the native Messages app on phones. The message lands in the same place as a regular text, but with a fundamentally different experience: clickable action buttons, HD images, content cards, verified sender identity with logo.

Three concrete differences for any business collecting reviews:

1. The "Leave a review" button is inside the message. Not a link to copy and paste, not a raw URL. A native button that opens your Google or Trustpilot profile directly. No hunting for where to tap.

2. Your sender identity is visually confirmed. Your brand logo appears next to the message with a verification badge. The customer knows it's you before they even open it. Business SMS suffers from spam distrust. RCS fixes that at the source.

3. Your SMS opt-in stays valid. RCS uses the same phone number. A customer who agreed to receive your SMS messages can receive your RCS messages without a new consent request — provided your privacy policy mentions enriched mobile messaging.

RCS vs SMS vs WhatsApp: comparison for review collection

The three channels aren't equal when it comes to triggering a review. The differences come down to six criteria that matter in practice.

83% of French smartphones support RCS as of Q4 2025, according to AF2M.

SMS remains the universal fallback. WhatsApp outperforms on response rate thanks to its conversational nature. RCS sits between the two: SMS-level open rates, near-WhatsApp richness, without leaving the Messages app.

For review collection, the strongest setup remains SMS or WhatsApp as the primary trigger, with RCS layered in when the customer's device is compatible.

How to set up an RCS review request (step by step)

An RCS campaign for reviews doesn't require rebuilding your tech stack. It layers on top of what you already have.

Step 1: Check your sending platform's compatibility. Not every SMS aggregator supports RCS yet. Confirm with your provider that the channel is live on the relevant carriers.

Step 2: Create your RCS Business Messaging profile. Google provides a registration portal for brands. You submit your logo, sender name, and domain. Verification takes 5 to 10 business days.

Step 3: Build your message template. An effective RCS review request needs three elements: a personalised thank-you line, an optional product image, and a single action button.

Example structure: [Brand logo] — Hi [First name], thanks for your [Product] order. How was your experience? → Button: ⭐ Leave a Google review / Button: Not now

Step 4: Set the timing. 48 to 72 hours after confirmed delivery. Not the same day. Not a week later. The optimal window is identical to SMS.

Step 5: Set up SMS fallback. If the customer's device doesn't support RCS, the message automatically falls back to a plain SMS. Review Collect handles this fallback automatically — the right channel is detected at send time.

Constraints to know before you launch

RCS isn't plug-and-play everywhere. Four things to check.

Carrier availability. In France, all four major carriers (Orange, SFR, Bouygues Télécom, Free Mobile) have supported RCS Business Messaging since 2024-2025. MVNOs have varying timelines depending on their host carrier agreement.

iPhone coverage. Apple added RCS support in iOS 18 (September 2024). However, Apple doesn't yet support RCS Business Messaging features — verified sender profiles and advanced action buttons. For review request buttons pointing to Google Reviews, WhatsApp or SMS are still more reliable on iOS in 2026.

Opt-in and GDPR. Your existing SMS opt-in covers RCS in most cases, since RCS uses the same phone number. Adding "enriched mobile messaging" to your consent language is a safe step. Check with your DPO if in doubt.

Cost per message. RCS costs more than SMS — typically between €0.05 and €0.12 per RCS Business message, versus €0.03-0.07 for SMS. The uplift in response rate justifies the difference for most campaigns.

How Review Collect sets up your reviews for the RCS channel

Review Collect achieves an average 40% collection rate on review requests sent via SMS and WhatsApp. RCS fits into the same logic: the right channel, at the right moment, for the right customer.

The current stack already runs multichannel. An Android customer on a compatible device receives the RCS message. An iPhone customer receives the same request via WhatsApp or SMS based on their setup. Everything is handled at the platform level — no manual work from your team.

RCS adds a layer of visual trust that SMS can't offer: your logo, your verified brand name, and a button that opens the review platform directly. Less friction. More reviews.

Onboarding takes 48 hours. No developer required.