This table contains all of the Conversational Cloud's Web Messaging capabilities compared over several channels. As such, it is too complex to navigate and view on a tablet or a mobile device. Please open it on your laptop of desktop computer to view it properly.
Mobile App Messaging | Web Messaging | Apple Business chat | SMS | Google RCS | LINE | Messaging Window API | Connector API | ||||
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Consumer Experience | ![]() |
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Typing indication - consumer to agent | Supported | Supported | Supported | N/A in Channel | Not Supported | N/A in Channel | Supported | N/A in Channel | Supported | Supported | N/A in Channel |
Typing indication - agent to consumer | Supported | Supported | Supported | N/A in Channel | Supported | N/A in Channel | Supported | N/A in Channel | Supported | Supported | N/A in Channel |
Read indication - consumer to agent | Supported | Supported | N/A in Channel | N/A in Channel | Not Supported | Supported | N/A in Channel | N/A in Channel | Supported | Supported | N/A in Channel |
Read indication - agent to consumer | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | Supported | Supported | N/A in Channel |
Delivered indication - consumer to agent | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | N/A in Channel | Supported | Supported | N/A in Channel |
Delivered indication - agent to consumer | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
In-thread new messages notification | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Not Supported | Supported | N/A in Channel |
Hyperlinked regular expressions For auto-linking of phone numbers, dates, url, etc. | Supported | Not Supported | Supported | Supported | Supported | Supported | Supported | N/A in Channel | Not Supported | Supported | N/A in Channel |
Desktop application support | N/A in Channel | Supported | Supported | N/A in Channel | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported |
Continuity across devices | Supported (authenticated only) | Supported (authenticated only) | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Consumer resolve conversation | Supported | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | Supported | Supported | N/A in Channel |
Window branding and customization | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Accessibility | Supported | Supported | Supported | Supported | Supported | Supported | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel |
Rich Messaging | ![]() |
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Emojis Both directions, agent to consumer and consumer to agent. | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Not Supported |
Enlarged emojis | Supported | Not Supported | Supported | Supported | N/A in Channel | Supported | N/A in Channel | N/A in Channel | Supported | Supported | N/A in Channel |
Stickers - consumer to agent | Not Supported | Not Supported | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Not Supported | Supported | Not Supported |
Stickers - agent to consumer | Not Supported | Not Supported | Not Supported | N/A in Channel | Not Supported | N/A in Channel | Not Supported | Supported | Not Supported | Supported | Not Supported |
Photo Sharing - consumer to agent | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Photo Sharing - agent to consumer | Supported | Supported | Supported | Not Supported | Not Supported | Supported | Not Supported | Supported | Not Supported | Not Supported | Not Supported |
File sharing - consumer to agent | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Not Supported | Supported | Supported | Supported | Supported |
File sharing - agent to consumer | Supported | Supported | Supported | N/A in Channel | Not Supported | Supported | Not Supported | Not Supported | Supported | Supported | Not Supported |
Voice/video calls | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | Not Supported | Not Supported | Not Supported |
GIF - consumer to agent | Supported | Supported | Supported | Not Supported | Supported | N/A in Channel | N/A in Channel | N/A in Channel | Supported | Supported | N/A in Channel |
Link previews | Supported | Not Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Supported | Supported | N/A in Channel |
Quick Replies | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | Supported | Supported | Supported | Supported | N/A in Channel |
Structured content cards | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | Supported | Supported | Supported | Supported | N/A in Channel |
Structured content carousel | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | Supported | Supported | Supported | Supported | N/A in Channel |
Structured content list | Supported | Supported | Supported | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | Supported | Supported | N/A in Channel |
Structured content time picker | Supported | Supported | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | Supported | Supported | N/A in Channel |
Audio Messages | Supported | Not Supported | Supported | N/A in Channel | Supported | Supported | Supported | Not Supported | Supported | Supported | Supported |
Payment | Not Supported | Not Supported | Supported | N/A in Channel | Not Supported | N/A in Channel | Not Supported | Not Supported | Supported | Supported | Not Supported |
Operations | ![]() |
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Skill routing | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Engagement Attributes | Supported | Supported | Supported | Not Supported | Not Supported | Not Supported | Not Supported | Not Supported | Supported | Supported | Not Supported |
Automatic Messages | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
CSAT question | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Agent survey | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
SmartConnect support Brand initiated conversation. | Not Supported | Not Supported | Not Supported | Supported | Not Supported | Supported | Supported | Not Supported | Not Supported | Not Supported | Not Supported |
Encryption As conversation is in transit. | Supported | Supported | Supported | Not Supported | Not Supported | Supported | Supported | Supported | Supported | Supported | Not Supported |
Encryption at rest | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Authentication Channel natively supports a way to verify that the consumer is "trusted." | Supported | Supported | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | Not Supported | Not Supported | N/A in Channel |
Client side data masking | Supported | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel | Supported | Supported | N/A in Channel |
Agent side historical data masking For example, a credit card number. | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Secure form | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Post conversation survey | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Automation | ![]() |
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Bots | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
Consumer Profile | ![]() |
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Consumer name | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | Supported | Supported | Supported | Supported |
Consumer image | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | Supported | Not Supported | Not Supported | N/A in Channel |