Messaging channels capabilities comparison

  • Messaging

Metrics list

Mobile App MessagingWeb MessagingApple Business chatSMSFacebookTwitterInstagramWhatsAppGoogle RCSLINEMessaging Window APIWeChatViberGoogle Business MessagingKakaoTalk
Consumer Experience
Typing indication - consumer to agentSupportedSupportedSupportedN/A in ChannelNot SupportedNot SupportedNot SupportedN/A in ChannelSupportedN/A in ChannelSupportedN/A in ChannelN/A in ChannelSupportedN/A in Channel
Typing indication - agent to consumerSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupportedN/A in ChannelSupportedN/A in ChannelSupportedN/A in ChannelN/A in ChannelSupportedN/A in Channel
Read indication - consumer to agentSupportedSupportedN/A in ChannelN/A in ChannelNot SupportedNot SupportedNot SupportedSupportedN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelNot SupportedN/A in Channel
Read indication - agent to consumerSupportedSupportedN/A in ChannelN/A in ChannelSupportedSupportedSupportedN/A in ChannelN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in Channel
Delivered indication - consumer to agentSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupportedSupportedSupportedN/A in ChannelSupportedN/A in ChannelSupportedSupportedSupported
Delivered indication - agent to consumerSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
In-thread new messages notificationSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupportedSupportedSupportedSupportedNot SupportedN/A in ChannelN/A in ChannelSupportedSupported
Hyperlinked regular expressionsSupportedNot SupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedN/A in ChannelNot SupportedN/A in ChannelSupportedSupportedSupported
Desktop application supportN/A in ChannelSupportedSupportedN/A in ChannelSupportedSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupportedN/A in ChannelN/A in ChannelSupported
Continuity across devicesSupported (authenticated only)Supported (authenticated only)SupportedN/A in ChannelSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Consumer resolve conversationSupportedSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelNot SupportedN/A in ChannelN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in Channel
Window branding and customizationSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
AccessibilitySupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in Channel
Rich Messaging
EmojisSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedNot SupportedSupportedSupportedSupported
Enlarged emojisSupportedNot SupportedSupportedSupportedN/A in ChannelN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in Channel
Stickers - consumer to agentNot SupportedNot SupportedSupportedSupportedSupportedN/A in ChannelNot SupportedN/A in ChannelSupportedSupportedNot SupportedNot SupportedSupportedN/A in ChannelN/A in Channel
Stickers - agent to consumerNot SupportedNot SupportedNot SupportedN/A in ChannelNot SupportedN/A in ChannelNot SupportedN/A in ChannelNot SupportedSupportedNot SupportedNot SupportedNot SupportedN/A in ChannelN/A in Channel
Photo Sharing - consumer to agentSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Photo Sharing - agent to consumerSupportedSupportedSupportedSupportedSupported in DirectNot SupportedNot SupportedSupportedNot SupportedSupportedNot SupportedNot SupportedSupportedSupportedSupported
File sharing - consumer to agentSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupportedSupportedNot SupportedSupportedSupportedSupportedSupportedN/A in ChannelNot Supported
File sharing - agent to consumerSupportedSupportedSupportedN/A in ChannelSupported in DirectNot SupportedNot SupportedSupportedNot SupportedNot SupportedSupportedNot SupportedSupportedN/A in ChannelSupported (PDF only)
Voice/video callsN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelNot SupportedNot SupportedN/A in ChannelNot SupportedN/A in Channel
GIF - consumer to agentSupportedSupportedSupportedNot SupportedSupportedSupportedSupportedNot SupportedN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in Channel
Link previewsSupportedNot SupportedSupportedN/A in ChannelNot SupportedNot SupportedNot SupportedSupportedSupportedSupportedSupportedN/A in ChannelSupportedN/A in ChannelSupported
Quick RepliesSupportedSupportedSupportedN/A in ChannelSupportedNot SupportedNot SupportedN/A in ChannelSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupported
Structured content cardsSupportedSupportedN/A in ChannelN/A in ChannelSupportedN/A in ChannelNot SupportedSupportedSupportedSupportedSupportedN/A in ChannelSupportedSupportedN/A in Channel
Structured content carouselSupportedSupportedN/A in ChannelN/A in ChannelSupportedN/A in ChannelNot SupportedN/A in ChannelSupportedSupportedSupportedN/A in ChannelSupportedSupportedN/A in Channel
Structured content listSupportedSupportedSupportedN/A in ChannelSupportedN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in Channel
Structured content time pickerSupportedSupportedSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in Channel
Audio MessagesSupportedNot SupportedSupportedN/A in ChannelSupportedN/A in ChannelSupportedSupportedSupportedNot SupportedSupportedSupportedN/A in ChannelN/A in ChannelSupported
PaymentNot SupportedNot SupportedSupportedN/A in ChannelNot SupportedN/A in ChannelNot SupportedN/A in ChannelNot SupportedNot SupportedSupportedNot SupportedN/A in ChannelN/A in ChannelN/A in Channel
Operations
Skill routingSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Engagement AttributesSupportedSupportedSupportedSupportedSupportedSupported (Tweets Only)SupportedSupportedSupportedSupportedSupportedNot SupportedSupportedSupportedSupported
Automatic MessagesSupportedSupportedSupportedSupportedSupportedSupported (Direct Message Only)SupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
CSAT questionSupportedSupportedSupportedSupportedSupportedNot SupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Agent surveySupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
SmartConnect supportNot SupportedNot SupportedNot SupportedSupportedNot SupportedNot SupportedNot SupportedSupportedSupportedNot SupportedNot SupportedNot SupportedNot SupportedNot SupportedNot Supported
EncryptionSupportedSupportedSupportedNot SupportedNot SupportedNot SupportedNot SupportedSupportedSupportedSupportedSupportedNot SupportedNot SupportedNot SupportedNot Supported
Encryption at restSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
AuthenticationSupportedSupportedSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelNot SupportedN/A in ChannelN/A in ChannelNot SupportedN/A in Channel
Client side data maskingSupportedSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelN/A in ChannelSupportedN/A in ChannelN/A in ChannelN/A in ChannelN/A in Channel
Agent side historical data maskingSupportedSupportedSupportedSupportedSupportedNot SupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Secure formSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Post conversation surveySupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Automation
BotsSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Consumer Profile
Consumer nameSupportedSupportedN/A in ChannelN/A in ChannelSupportedSupportedSupportedSupportedN/A in ChannelSupportedSupportedSupportedSupportedSupportedN/A in Channel
Consumer unique identifierSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupportedSupported
Consumer imageSupportedSupportedN/A in ChannelN/A in ChannelSupportedSupportedSupportedN/A in ChannelN/A in ChannelSupportedNot SupportedN/A in ChannelSupportedNot SupportedN/A in Channel

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