Conversation flows

AI-generated Key Takeaways

• Agents communicate with users by sending messages, events, and requests via HTTP POST requests to the RBM API.

• User-created messages and events are received by agents at a designated webhook.

• A capability check request is initially sent by the agent to determine if the user's device supports RBM.

• Messages sent by an agent trigger DELIVERED and READ events back to the agent, confirming the message's status.

• When a user replies, the agent receives the message, and a subsequent READ event can be sent by the agent to confirm receipt.

Sending and receiving messages and events are the core aspects of communication between an agent and a user. Agents send messages, events, and requests to users through HTTP POST requests to the RBM API but receive user-created messages and events at the configured webhook.

Following is an example of conversation flow that uses sample data to illustrate how messages, events, and requests can create useful and meaningful interactions.

Hello, World!

In this example, the agent sends Hello, World! as a message to the user, and the user responds with Hello to you!.

1. The agent sends a capability check request to verify that the user's device is RBM-capable.

   The agent sends:

   GET
   /v1/phones/[phone]/capabilities?requestId=147547143069602483572&agentId=welcome-bot
   HTTP/1.1
   Host: us-rcsbusinessmessaging.googleapis.com
   Content-Type: application/json

2. The RBM platform sends the agent a capability check response indicating that the user's device can receive RBM messages.

   The agent receives:

   {
     "rbmEnabled": true,
     "features": [
       "REVOCATION",
       "RICHCARD_STANDALONE",
       "RICHCARD_CAROUSEL",
       "ACTION_CREATE_CALENDAR_EVENT",
       "ACTION_DIAL",
       "ACTION_OPEN_URL",
       "ACTION_SHARE_LOCATION",
       "ACTION_VIEW_LOCATION"
      ]
   }

3. The agent sends the Hello, World! message to the RBM API, which passes it to the user's device.

   The agent sends:

   POST
   /v1/phones/[phone]/agentMessages?messageId=123&agentId=welcome-bot
   HTTP/1.1
   Host: us-rcsbusinessmessaging.googleapis.com
   Content-Type: application/json
   {
     "contentMessage": {
       "text": "Hello, World!",
     }
   }

4. The RBM platform sends the message to the user's device and sends a DELIVERED event to the agent.

   The agent receives:

   {
     "senderPhoneNumber": "[phone]",
     "agentId": "[e-mail]",
     "eventType": "DELIVERED",
     "eventId": "Ms6oOiEli6QS-fe8QFrmhfIg",
     "messageId": "123"
   }

5. The user opens the message on their device, which sends a READ event to the agent.

   The agent receives:

   {
     "senderPhoneNumber": "[phone]",
     "agentId": "[e-mail]",
     "eventType": "READ",
     "eventId": "Ms6oOiEli6QS-ge9ZFsmgTj",
     "messageId": "123"
   }

6. The user writes and sends a reply to the agent.

   The agent receives:

   {
     "senderPhoneNumber": "[phone]",
     "agentId": "[e-mail]",
     "messageId": "msg000999888777a",
     "sendTime": "2018-12-31T15:01:23.045123456Z",
     "text": "Hello to you!",
   }

7. The RBM platform automatically sends the user's device a DELIVERED event when it receives the user's message.

8. The agent sends a READ event in response to the user's message to let them know it was received and acknowledged.

   The agent sends:

   POST
     /v1/phones/[phone]/agentEvents?eventId=1234&agentId=welcome-bot
     HTTP/1.1
     Host: us-rcsbusinessmessaging.googleapis.com
     Content-Type: application/json
     {
       "eventType": "READ",
       "messageId": "msg000999888777a"
   }