Launch video requirements
Country launch registrations for the United States and Canada require a screen recording (video) that demonstrates your RCS messaging experience. This is the second most common source of denials.
What the video must show
Your launch video must demonstrate the complete end-user experience:
A sample message exchange — Show at least one example of the messages your agent sends to users. The message content must match your declared use case (transactional, promotional, or multi-use). If your agent is declared as multi-use, show at least one transactional and one promotional message.
HELP keyword response — Show a user sending the word "HELP" and receiving your configured HELP response message. The HELP response must include valid customer care contact information (email, phone number, or a working URL to a help page).
STOP keyword response — Show a user sending the word "STOP" and receiving your configured opt-out response message. The opt-out response must include your brand/program name and confirm that no further messages will be sent.
Confirmation/welcome message — Show the first message (confirmation MT) sent to a user after they opt in. This message must include your brand name and confirm the subscription. See Opt-in confirmation message.
Use case alignment — If your agent is declared as multi-use, the video must show both transactional AND promotional message examples. If declared as transactional, show only transactional messages.
Video hosting requirements
The video must be hosted at a publicly accessible URL (no authentication required).
Direct download links are acceptable but cloud-hosted streaming URLs are preferred.
The URL must be functional at the time of review. Broken or expired links result in immediate denial.
Common video denials
| Issue | What went wrong | How to fix |
|---|---|---|
| Wrong keyword | Video shows "SUPPORT" instead of "HELP" | Re-record showing the exact HELP keyword |
| Use case mismatch | Video shows only transactional messages but agent is multi-use | Include both promotional and transactional examples |
| Missing sample message | Video doesn't demonstrate actual message content | Add a section showing a realistic message exchange |
| URL not accessible | Video link is broken, expired, or behind authentication | Host on a publicly accessible URL and verify the link works |
| Opt-out mismatch | STOP response in video doesn't match agent configuration | Ensure the video shows the exact opt-out response configured on your agent |
Tips
Record the video on an actual device showing the native messaging app.
Keep the video concise (30-60 seconds is sufficient).
Ensure text is legible — avoid small screens or low resolution.
Test the video URL in an incognito/private browser window before submitting.
