RCS Business Messaging in Saudi Arabia & New Channels

Every so often a new channel is called "the future of customer communication". The practical question is which ones are worth it. This article explains RCS business messaging in Saudi Arabia and other channels customers ask about — Viber for Business, X (Twitter) direct messages, Snapchat lead ads and Microsoft Teams — compared with the channels most companies rely on today: WhatsApp and SMS.

What is RCS business messaging?

RCS (Rich Communication Services) lets the phone's default messages app — where SMS arrives — show rich content: images, video, product cards, buttons such as "Track order" or "Book", and a verified company name and logo. No app download is needed.

• Order and shipping alerts with a tracking button.
• Appointment confirmations with confirm/cancel buttons.
• A richer alternative to SMS campaigns, falling back to plain SMS on phones without RCS.

Availability depends on operators and devices, and registration resembles SMS sender-ID registration. Start with compliant business SMS and add RCS when your audience is ready.

RCS messaging is coming soon to Klamna, in the same inbox and messaging campaigns.

WhatsApp and SMS: today's core channels

• Official WhatsApp API: a whole team on one number, approved templates, campaigns, chatbot and AI agent. See WhatsApp Business API.
• SMS: verification codes, important alerts and customers without WhatsApp.
• Instagram, Messenger, Telegram, website chat and e-mail: all live today in the omnichannel inbox.

Viber for Business

Viber is used more by certain communities and in some markets outside the Gulf. If many of your customers are in those segments — recruitment, services for residents, customers abroad — Viber for Business offers a verified company account, service messages and campaigns.

Viber for Business is coming soon to the Klamna inbox.

X (Twitter) messages for business

Many customers in Saudi Arabia raise complaints and questions on X. Moving the conversation to a direct message turns a public complaint into an organised service chat — as long as X messages join the normal service flow: assignment, canned replies and tickets.

X direct messages in the Klamna inbox are coming soon.

Snapchat lead ads

Snapchat reaches a large audience in the Kingdom, and its lead-generation ads let users submit a form without leaving the app. The usual problem is that leads sit in the ads manager for days. The fix: every form becomes a CRM lead instantly, is assigned to a rep and gets a WhatsApp welcome in seconds.

Klamna already receives Meta, TikTok and Google lead forms plus website forms — see lead forms and lead ads. Snapchat lead ads are coming soon.

Microsoft Teams for customer service

Teams has two uses: internally, sending missed-call or urgent-ticket alerts to a Teams channel; externally, supporting B2B customers who prefer Teams. It fits technology and professional-services companies more than retail.

The Microsoft Teams integration is coming soon. For secure internal messaging today, there is the built-in team chat.

And Facebook and Instagram comments?

Comments are not private messages, but they are a big source of questions — "how much?", "where are you?" under an ad. Managing Facebook and Instagram comments in Klamna is coming soon; see comments management. A practical guide is in replying to Instagram and Facebook comments.

How to choose your next channel

1. Start with the customer: where do they actually write to you today?
2. Set the goal: sales (Snapchat), service (X, Viber), alerts (RCS, SMS) or B2B (Teams).
3. Name who answers: an unattended channel hurts your reputation.
4. Connect it to one inbox and one profile — see merging duplicate contacts.
5. Measure volume, first-response time and conversion per channel.

Frequently asked questions

Is RCS a replacement for WhatsApp?

No. RCS is closer to an SMS upgrade for alerts and campaigns; WhatsApp remains the main conversation channel.

Which channels does Klamna support today?

WhatsApp API and QR, Instagram, Messenger, Telegram, website chat, e-mail and SMS, plus Meta, TikTok and Google lead forms.

Do I need every channel?

No. Pick the channels your customers really use and make sure someone answers them.

If a customer writes on several channels, do they get several profiles?

In Klamna you can merge duplicates and link a chat to an existing contact, so each customer keeps one profile and one timeline.

Not sure which channel fits your customers? Talk to us and we will review your customer sources with you, or sign up now, build your own package and see the price before you pay.