Text messaging has come a long way over the years…
SMS gave businesses a fast, direct line to customers, and it still delivers unmatched reach today.
But as expectations shift, Rich Communication Services (RCS) is emerging as the next step: a smarter, more interactive way to engage.
This guide unpacks RCS vs SMS, looking at strengths, weaknesses, and how using both channels together, with SMS fallback built in, can give businesses the best of both worlds.
RCS vs SMS
SMS has been the backbone of business messaging for decades.
It’s simple, widely used and doesn’t rely on internet access or apps. In short, it just works, and on virtually every phone in the world.
RCS is the newer kid on the block.
It builds on the foundation of SMS but brings a much more interactive experience.
Think images, buttons, branded sender profiles, all inside the user’s native messaging app.
Before we go any further, let’s take a closer look at how the two compare.
SMS
SMS (Short Message Service) is one of the most reliable and widely supported communication tools in the world. It doesn’t require an internet connection or a smartphone, just a mobile signal and a basic handset.
From a business perspective, that kind of universality is gold.
It means you can reach your customers almost anywhere, anytime, without needing them to download an app or opt into a specific service.
For businesses that need to deliver time-critical alerts, one-time passcodes (OTPs), or transactional updates, SMS is often the best option because of its unrivalled reach.
RCS (Rich Communication Services)
RCS on the other hand, offers a more immersive messaging experience.
By supporting features you’d typically find in an app, like rich visuals, buttons, carousels, and branded sender profiles, it allows businesses to send more engaging, interactive messages.
Think of shipping updates with tracking buttons, or promotional campaigns with clickable carousels of products, all inside messaging apps of supported devices.
When a customer receives an RCS message, it feels more like a conversation with a smart assistant than a static text.
This can drive higher engagement and better response rates, super important for certain use cases, not so important for others, but more on that later…
Security & Privacy
For enterprise and government organisations, the security and privacy of a communication channel are often key factors in the decision-making process.
Let’s take a closer look at how the security and privacy features of RCS and SMS stack up.
Message Privacy
SMS remains a trusted, carrier-grade channel for critical notifications, OTPs and service updates. In enterprise use, security comes from how you design the workflow: keep sensitive data out of the body where possible, use short-lived codes and secure links, and rely on a platform that provides encryption in transit and at rest, role-based access and full auditability.
RCS adds another layer with client-to-server encryption in most deployments. That makes it well suited to richer conversations while still keeping sensitive details behind secure web flows when needed. End-to-end encryption isn’t universal across all carriers and devices yet, so the same best-practice principles apply.
Identity & Trust
With SMS, registered sender IDs, traffic controls and monitoring through an enterprise platform make it clear who the message is from and help reduce spoofing risk.
RCS Business Messaging goes further with verified business profiles, branded name, logo and colours, so customers can instantly recognise your organisation in the native messaging app.
Consent & Rules
Channel aside, the fundamentals don’t change: obtain permission, clearly identify your organisation, and provide a simple opt-out. Applying these principles consistently protects deliverability and trust.
Reach & Availability
When it comes to choosing between SMS and RCS, reach is the most important difference. This section looks at who you can reliably contact, and what technology each channel needs to work.
Coverage
SMS is unmatched for global coverage. If a customer has a mobile phone and a signal, they can receive an SMS. No internet, no apps, no setup required. That’s why it remains the channel of choice for mission-critical updates like emergency alerts and one-time passcodes.
RCS, by contrast, depends on a few more factors. The customer needs a compatible device, their mobile carrier has to support RCS, and they need to be connected to mobile data or Wi-Fi when the message is sent. When those boxes are ticked, the experience is richer, but it doesn’t yet cover everyone.
Device & OS Support
RCS is now available on both Android and iPhone, but the rollout isn’t universal. On iOS it arrived with iOS 18, and on Android it’s supported through apps like Google Messages. The catch is that carriers still need to enable it. In many regions, including Australia, that support is patchy, which means not every iPhone or Android user will see RCS messages just yet.
That’s why SMS fallback remains so important. With fallback in place, businesses can offer the richer experience of RCS where it’s supported, while still relying on SMS to guarantee delivery everywhere else.
Message Experience
From your customer’s point of view, the biggest thing they’ll notice between RCS and SMS is how your messages look in their inbox. Let’s compare the two channels from a messaging experience standpoint.
Text vs Rich Media
SMS is designed for clarity and speed. A short reminder, an OTP, a link to a bill, it’s simple, familiar, and gets the job done. That’s why it continues to be the workhorse of business communication.
RCS, by contrast, brings a more app-like experience. Think product images, video clips, or interactive carousels all appearing directly in the message thread. Instead of just reading a line of text, customers can browse and tap through content without leaving the conversation.
Interaction & Automation
SMS replies are usually plain text, where the customer types back a word, a number, or a keyword to move things forward. It works, but it can feel a little manual.
RCS smooths that out with built-in buttons and suggested replies. Customers can simply tap “Track Order,” “Reschedule,” or “Call Support.” These quick actions make conversations feel more natural and can resolve routine requests instantly, often without needing a person on the other end.
Receipts & Typing Indicators
Another big difference is the feedback loop. With SMS, delivery is reliable, but read receipts aren’t standard, so it’s hard to know if the customer has actually opened your message.
RCS offers richer signals. You can see when a message has been delivered, when it’s been read, and even when the customer is typing a reply. This app-style feedback gives businesses better visibility into engagement and helps fine-tune follow-up communications.
Common Use Cases
A good way to think about SMS and RCS is as if they’re two tools in your messaging toolkit. Each has its strengths, and knowing when to use one or the other, or both together, will help you get the most impact from your customer communications.
Urgent Alerts & One-time Codes
For time-critical updates, SMS is trusted worldwide because it delivers quickly to any mobile phone with a signal. Banks, utilities and government agencies rely on it for things like one-time passcodes and fraud notifications.
RCS can add another layer by making these alerts more interactive and brand-driven. For example, a verification code can arrive in a branded message thread, with buttons that guide the user through secure login or password reset flows.
Orders & Customer Care
SMS is widely used for updates like “Your parcel is on the way” with a simple tracking link. It’s clear, reliable and gets customers the information they need.
RCS can layer on a richer experience: an order confirmation with a product image, a map to the store for pick-up, and a one-tap “Add to Calendar” button. Both channels keep customers informed, but RCS adds convenience and reassurance where it’s available.
Campaigns & Reminders
Some use cases benefit from blending the two. For a straightforward appointment reminder, SMS does the job perfectly with a quick text. But for marketing campaigns, RCS offers more room to impress. A seasonal promotion could include a carousel of products, each with a “Shop Now” button, allowing customers to browse and buy without leaving their messaging app.
Choosing the Right Mix
Although the title of this blog is RCS vs SMS, the two messaging channels aren’t rivals. In fact, they work best when used together.
The right mix depends on your audience, your message, and how important delivery certainty is.
Decision Factors
When planning a campaign, ask yourself a few simple questions:
- Is RCS messaging supported in my region?
- What type of message am I sending?
- Do I need to send feature-rich messages with images or video?
- Is it urgent and does it need to reach everyone ASAP?
These basics will point you to SMS, RCS, or a blend of both.
Blended Strategy & SMS Fallback
The no-compromise approach is simple: send RCS where it’s available, and automatically fall back to SMS everywhere else. Your platform checks capability per recipient in real time, if RCS is supported, they get the rich, branded experience; if not, the same update goes out over SMS so nobody misses out.
Keep the copy consistent across both versions, map buttons or links to the same destination, and track results in one view. That way you maximise engagement with RCS while preserving the universal reach of SMS.
Frequently Asked Questions
Is RCS the same as SMS?
No. SMS is a plain text message that works on any mobile phone. RCS is a modern chat standard built into the same native messaging app, but with features like images, buttons, and branded sender profiles.
Which is better, RCS or SMS?
It depends on the job. SMS is the channel for universal, urgent reach, while RCS is best for richer, more interactive conversations where it’s supported. The smartest approach is often to use both.
Is RCS available in my region?
Not always. While RCS is now supported on both Android and iPhone, it still depends on whether local carriers have enabled it. In regions where RCS isn’t widely available, SMS fallback ensures your messages still reach every customer.
Send SMS and RCS Messages with Soprano
With Soprano’s all-in-one communication platform, you can easily send SMS and RCS messages to your customers. Whether you need the universal reach of SMS, the interactive features of RCS, or a smart blend of both with SMS fallback, our platform gives you the flexibility to match the channel to the message.
Explore our SMS, RCS, and integrated messaging capabilities to see how they can support your organisation.
Speak With an Expert
Ready to see how SMS and RCS can work together for your business?
Speak with one of Soprano’s messaging experts today and discover the right mix for your customer communications.
