AI fan engagement with RCS: how it works

The 365agents Fan Engagement (RCS) workflow is a rich-media messaging experience for sports venues, entertainment properties, and large events. Built on RCS (Rich Communication Services) — the evolution of SMS that supports images, video, carousels, quick-reply buttons, and branded sender identity — it delivers a game-day experience that's impossible to replicate over plain SMS: multimedia content, location-aware parking and traffic guidance, in-seat food ordering, interactive polls, and dynamic seat upgrade offers.

For a stadium or arena, the per-event revenue from in-seat ordering and dynamic upgrades alone can justify the program.

What this workflow does

• Game-day multimedia — pre-event hype videos, player spotlights, anthem singer info, weather updates with rich imagery

• Parking and traffic guidance — dynamically routes fans to the best-available parking based on real-time occupancy, live traffic, and their seat location

• In-seat food ordering — fans browse a menu carousel, place an order, and have it delivered to their seat, with payment handled via the venue's PCI-compliant flow

• Interactive polls — MVP votes, halftime predictions, trivia with prizes, fan sentiment — all via tappable quick-reply buttons

• Seat upgrade offers — dynamic offers during the event based on unsold inventory, with instant upgrade if the fan accepts

• Escalation — safety/security issues route to venue operations; ticketing issues route to the box office

What the AI handles automatically

• Game-day multimedia delivery

• Parking and traffic guidance

• In-seat food ordering (with venue POS integration)

• Interactive polls

• Seat upgrade offers

What it escalates

• Safety / security concerns → venue operations immediately

• Ticketing issues → box office

• Medical emergencies mentioned in a fan's message — same protocols as any emergency escalation

Why this works

• RCS is native on Android and iOS 18+ — no app download, no QR code, just a text thread with rich media

• Verified business sender — the venue's brand logo appears on the thread; fans know it's legitimate

• Interactive by design — quick-reply buttons, carousels, and suggested actions feel native to the messaging app

• Massive revenue upside per event — in-seat ordering and dynamic upgrades convert at dramatically higher rates than printed menus or static signage

• Enhanced fan experience — fans who engage with the workflow report higher satisfaction and are more likely to return

Compliance considerations

• RCS Business Messaging requires sender verification with Google and/or mobile carriers

• Fans opt in to event messaging when they purchase tickets or join the venue's loyalty program

• TCPA-compliant — marketing offers require prior express written consent, which is standard in ticketing opt-in flows

• PCI DSS SAQ D compliance applies to in-seat ordering payment flows; the RCS conversation itself never handles card data directly

• Event-specific opt-out and STOP handling built in

Typical deployment

• Setup time: about 14 minutes of configuration, then 6–12 weeks for RCS sender verification, carrier approval, venue POS integration, and creative development

• Common integrations: Ticketmaster, SeatGeek, venue POS systems (Appetize, Shift4, Oracle Micros), ticketing platforms, parking inventory systems

• Sender identity: verified RCS business sender tied to your venue brand

Who uses this

• NFL, MLB, NBA, NHL, MLS stadiums and arenas

• College athletics programs

• Concert venues and theaters

• Amphitheaters and festivals

• Casinos and entertainment resorts

Related concepts

• What is A2P messaging?

• Can an AI take payments over the phone? (similar principles for in-seat ordering)

• PCI DSS SAQ D

Get started

Contact our sports and entertainment team to scope a fan engagement deployment. RCS sender verification takes time — we typically recommend starting 3+ months before your target event or season kickoff.