Rich Communication Services (RCS) is transforming the way organisations communicate with customers, suppliers and key stakeholders. Interest in RCS messaging has increased further since Apple adopted the technology for iOS users a couple of years ago. For logistics businesses, RCS offers a new way to deliver richer, more interactive communications and improve the experience across the customer journey, particularly during last-mile delivery.
Often described as an upgrade to traditional SMS, RCS offers enhanced text messaging functionality. It supports high-resolution media sharing, branded business sender profiles and a range of interactive tools like rich cards, carousels, call-to-action buttons and suggested replies. It also offers familiar instant messaging features like read receipts and real-time typing indicators for a more conversational experience. All this is available within the native text messaging inbox on supported Android phones and IPhones.
From delivery updates and live tracking to proof of delivery and return initiation, RCS has a growing range of applications within last-mile logistics. Read on to explore specific use cases along with the benefits RCS can bring to logistics companies. You’ll also discover whether SMS or RCS messaging is better for delivery communications and answers to practical questions logistics companies may have about RCS for Business.
Use cases for RCS in the logistics sector
Effective communication is vital across every stage of the logistics process, from warehouse operations to fleet management to last-mile delivery and reverse logistics. Last-mile delivery is where RCS can be particularly useful in improving customer communication and the overall experience.
Unlike SMS, which is limited to short, static alerts, RCS can deliver beautifully designed, interactive messages to keep customers engaged, informed and in control throughout the delivery journey. Here are some ways RCS messaging can be used for a smoother last-mile experience.
Delivery scheduling — customers can receive a branded message with an image of the product they’re waiting to receive, asking them to choose a preferred delivery time window using RCS action buttons. They can specify instructions for drop-offs with suggested replies, e.g., ‘Leave in safe place’. The conversation can then continue with guided choices where the customer selects from common locations, such as ‘Leave in porch’ or ‘Leave in shed’. They can even provide further free-text instructions about delivery if needed. In contrast, a delivery scheduling message sent by SMS would be very basic, typically stating the date and time the delivery is due with an instruction to ‘Reply YES to confirm’ or ‘Tap link to reschedule’.
Live delivery tracking — RCS offers a location-sharing feature that can be used to send live tracking information and map views directly to customers' text message apps. It works by displaying GPS data from the logistics or driver tracking system. Through RCS rich cards, customers can also view delivery progress, get estimated arrival times and see their tracking information in a visually rich format, without having to navigate to another website. With SMS, you can send a simple text-based message inviting customers to track delivery via a separate URL to the courier’s website.
Detailed proof of delivery — an RCS message can include a photo showing where their parcel was left, along with a delivery timestamp, a map location, a signature image plus options to report an issue or confirm receipt.
Missed deliveries — when a delivery is unsuccessful, RCS can prompt customers through action buttons or suggested replies to choose whether their goods are re-delivered, returned or redirected to another location. For example, customers can tap an option for ‘Redeliver tomorrow’ or ‘Leave with neighbour.’ Should the customer not respond and the parcel is re-routed back to the depot, a further RCS message could follow, utilising the location-sharing feature to display the parcel's location and directions for retrieving it. This is much more convenient for the customer than receiving a text saying the parcel needs to be collected from the nearest depot or visiting the logistics provider's website to rearrange delivery.
Easy returns — customers can initiate returns directly from the chat thread and, once approved, RCS can deliver a digital QR code or label for the return, plus drop-off instructions. In this example, RCS can add efficiency to the reverse logistics process.
Branded delivery notifications — because RCS includes verified sender profiles, customers can be confident that delivery-related messages are genuine.
Business benefits of RCS for last-mile logistics
For last-mile logistics providers, RCS offers several customer experience, operational and commercial benefits beyond those available with traditional SMS.
1. Increased customer satisfaction
72% of logistics customers prefer companies that offer instant digital documentation. RCS can help do just that, giving customers real-time access to the information they need throughout the delivery journey. Customers can easily manage their delivery preferences and reschedule or divert parcels if needed. RCS can also provide fast access to customer support via call-to-action buttons and two-way chat, so issues can be resolved quickly. Along with verified and branded sender profiles, this helps create a more transparent and trusted delivery experience, leading to improved customer satisfaction.
2. Reduced failed delivery attempts
Logistics providers can leverage RCS to send proactive delivery notifications, estimated delivery windows and rescheduling options, which can help reduce the number of failed delivery attempts. This can lower the costs associated with re-deliveries, re-routing and customer service enquiries, while increasing first-time delivery success rates and improving overall efficiency.
3. Reduced delivery disputes
Most logistics providers already capture visual proof of delivery through their existing systems; however, RCS can make this information easier and quicker for customers to access, resulting in fewer enquiries and disputes. There’s no need for customers to click a tracking link to be taken to the logistics provider’s website; they can view this directly within the message.
4. Helps combat logistics-related fraud
A key challenge for logistics businesses is combating delivery-related fraud. With traditional text messaging, it’s not difficult for a seasoned scammer to spoof a company’s alphanumeric sender ID and send fake failed delivery messages that ask customers to pay fees to release their parcel.
With RCS, this type of fraud is harder to achieve. This is because any business wanting to use RCS must go through strict verification processes with Google and/or individual carrier networks to prove its authenticity. When approved to send RCS, messages display the company’s official name, logo, and a verified badge—visual clues that help customers identify the message as genuine.
5. Increases engagement and brand awareness
Sending rich, professional-looking delivery alerts can improve brand perception and help logistics businesses differentiate themselves from competitors. But most importantly for the sector, RCS can improve engagement (by up to 10x compared to SMS). Better engagement ultimately means that customers are more likely to view and interact with delivery updates, and take action when needed, for example, rescheduling their delivery instead of letting it go undelivered.
RCS vs SMS: which is better for logistics communications?
SMS is available on almost every mobile phone, even basic cell phones, meaning that the simple text message can reach most people, anywhere in the world. This is why many businesses across the logistics industry already use traditional SMS messaging to reach customers. It’s ideal for sending delivery alerts, tracking links, and delivery rescheduling links—important time-sensitive notifications.
SMS messages travel over cellular networks and are limited in features and functionality because they rely on complex telecoms routing. You can send up to 160 characters of text and a web link, but that’s about it. RCS notifications, however, are sent over Wi-Fi or mobile data, allowing for advanced features and functionality compared to SMS.
So which is better for logistics, RCS or SMS? Here are some considerations:
RCS message routing is more flexible and intelligent, allowing for a rich messaging experience with the option to still use SMS as a fallback if needed.
RCS is seen as more trustworthy, as businesses appear in the native messaging app with full branding. SMS offers an alphanumeric sender ID.
RCS has more advanced reporting features than SMS. At the very least, RCS can provide delivery status, read receipts and engagement metrics. And when connected to logistics or customer service platforms, this data can support broader operational KPIs such as first-attempt delivery rate, on-time delivery rate, failed delivery rate and CSAT scores.
RCS messages can include more detail, including images, better formatting, CTA buttons and other interactive elements.
RCS can improve ROI as conversion rates are generally higher than SMS.
However, from early campaign insights we’ve collected at Messente, SMS still has much better open rates than RCS. In one of our customers’ campaigns (a logistics provider), open rates with RCS averaged at just 65%, meaning that up to 35% of notifications weren’t delivered. Our RCS case study explains more and presents why SMS should always be used as a fallback option for the best results.
Related reading: iMessage, SMS, MMS or RCS: Which Channel Dominates in 2026?
Practical questions for using RCS in logistics
Before adopting RCS, many logistics providers will have questions about how it would fit into their existing tech stack, whether it’s suitable for more than last-mile delivery communications and how to reach recipients who don’t have RCS access. We answer these key questions below.
1. How does RCS messaging integrate with logistics software?
An RCS messaging app can integrate into Transport Management Systems (TMS), Warehouse Management Systems (WMS) or Customer Relationship Management (CRM) software through APIs. The first step is to choose an API-based messaging provider that supports RCS, such as Messente.
Next, the logistics business must register their brand identity for approval. The messaging provider handles this process, submitting the information to Google’s RCS business messaging platform or, in some cases, to individual carrier networks. Once approved, RCS messages can be automatically triggered by events that occur within the logistics software. For example, when an order is dispatched from the warehouse, is in transit or has been successfully delivered, the system can send an RCS notification to the customer. There’s no need to change logistics software or overhaul operational workflows for RCS to become a part of the communications strategy.
2. What happens if a customer doesn’t have RCS messaging?
Despite RCS technology rapidly being adopted by carriers around the world and becoming much more available on modern mobile phones, it’s still not available on every device and in every region. iPhones that run on an older operating system than iOS 18 won’t have RCS support; the same applies for outdated Android messaging apps and basic phone models that don’t have internet access. Even if a mobile phone and carrier support RCS, there may be times when an RCS message doesn’t get through, for example, if the internet signal is patchy in the recipient’s area, or if the recipient hasn’t enabled RCS.
In this case, an RCS message will fall back to traditional SMS. This has advantages and disadvantages. It means that in almost all cases, the message will reach the recipient (as SMS has universal reach). But any images or CTA buttons used in the message will be lost. This impact can be mitigated by setting up a separate SMS fallback option via the messaging provider—this gives the business control over what a stripped-back notification will look like and allows a URL to be added to direct the recipient to customer support if needed.
3. Can you use RCS messaging for fleet management?
Large logistics operators already use dedicated driver apps, route optimisation software and enterprise-level fleet management systems, which can handle processes like driver communications and vehicle tracking in ways that RCS can’t. For smaller vehicle fleets without access to such systems, RCS may be a viable option for providing job notifications, route updates, two-way driver communication and driver account authentication with one-time passcodes (OTPs).
4. Is RCS suitable for first-mile delivery notifications?
First-mile operations involve business-to-business communications, which are typically handled through Enterprise Resource Planning (ERP) systems, TMS, or supplier portals. Booking notifications, dispatch alerts, shipment status updates and the relevant documentation can all be sent and managed through such systems. Although RCS could be used for some of these communications, the most useful case for RCS in logistics is for optimising last-mile delivery communications and the customer experience.
What’s next for RCS in logistics?
RCS is already becoming much more than an upgraded alternative to SMS. As we’ve explored, it can be used in last-mile logistics to improve customer communications, reduce missed deliveries and create a more transparent delivery process while prioritising customers’ needs. Logistics businesses can benefit through increased customer satisfaction, stronger protection against fraud and better engagement and brand awareness.
Looking ahead, advances in AI technology and automation are likely to make RCS messaging even more contextual and responsive — perhaps proactively identifying potential delivery issues and offering customers immediate self-service options based on past preferences. As customers' expectations continue to evolve, being able to provide trusted, interactive and convenient delivery communications straight to the text message inbox could become a key differentiator for some logistics providers.
