Messaging channels capabilities comparison
Metrics list
| Mobile App Messaging | Web Messaging | Apple Messages for Business | SMS | Google RCS | LINE | Messaging Window API | Viber | Google Business Messaging | KakaoTalk | ||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Consumer Experience | |||||||||||||||
| Video sharing - consumer to agent | Not Supported | Not Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Not Supported | Supported | Not Supported | Not Supported | Supported | N/A in Channel | Not Supported |
| Typing indication - consumer to agent | Supported | Supported | Supported | N/A in Channel | Not Supported | Not Supported | Not Supported | N/A in Channel | Supported | N/A in Channel | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel |
| Typing indication - agent to consumer | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | N/A in Channel | Supported | N/A in Channel | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel |
| Read indication - consumer to agent | Supported | Supported | N/A in Channel | N/A in Channel | Not Supported | Not Supported | Not Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | Not Supported | N/A in Channel |
| Read indication - agent to consumer | Supported | Supported | N/A in Channel | N/A in Channel | Supported | Supported | Supported | N/A in Channel | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel |
| Delivered indication - consumer to agent | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Supported | N/A in Channel | Supported | N/A in Channel | Supported | Supported | Supported |
| Delivered indication - agent to consumer | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| In-thread new messages notification | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Supported | Supported | Not Supported | N/A in Channel | N/A in Channel | Supported | Supported |
| Hyperlinked regular expressions | Supported | Not Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | N/A in Channel | Not Supported | N/A in Channel | Supported | Supported | Supported |
| Desktop application support | N/A in Channel | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | N/A in Channel | N/A in Channel | Supported |
| Continuity across devices | Supported (authenticated only) | Supported (authenticated only) | Supported | N/A in Channel | Supported | Supported | Supported | Supported | 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 | Not Supported | N/A in Channel | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel |
| Window branding and customization | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| Accessibility | Supported | Supported | Supported | Supported | Supported | Supported | Supported | 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 |
| Rich Messaging | |||||||||||||||
| Emojis | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Not Supported | Supported | Supported | Supported |
| Enlarged emojis | Supported | Not Supported | Supported | Supported | N/A in Channel | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel |
| Stickers - consumer to agent | Not Supported | Not Supported | Supported | Supported | Supported | N/A in Channel | Not Supported | Supported | Supported | Supported | Not Supported | Not Supported | Supported | N/A in Channel | N/A in Channel |
| Stickers - agent to consumer | Not Supported | Not Supported | Not Supported | N/A in Channel | Not Supported | N/A in Channel | Not Supported | N/A in Channel | Not Supported | Supported | Not Supported | Not Supported | Not Supported | N/A in Channel | N/A in Channel |
| Photo Sharing - consumer to agent | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| Photo Sharing - agent to consumer | Supported | Supported | Supported | Supported | Supported in Direct | Not Supported | Not Supported | Supported | Not Supported | Supported | Not Supported | Not Supported | Supported | Supported | Supported |
| File sharing - consumer to agent | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Not Supported | Supported | Supported | Supported | Supported | N/A in Channel | Not Supported |
| File sharing - agent to consumer | Supported | Supported | Supported | N/A in Channel | Supported in Direct | Not Supported | Not Supported | Supported | Not Supported | Not Supported | Supported | Not Supported | Supported | N/A in Channel | Supported (PDF only) |
| 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 | N/A in Channel | N/A in Channel | Not Supported | Not Supported | N/A in Channel | Not Supported | N/A in Channel |
| GIF - consumer to agent | Supported | Supported | Supported | Not Supported | Supported | Supported | Supported | Not Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel |
| Link previews | Supported | Not Supported | Supported | N/A in Channel | Not Supported | Not Supported | Not Supported | Supported | Supported | Supported | Supported | N/A in Channel | Supported | N/A in Channel | Supported |
| Quick Replies | Supported | Supported | Supported | N/A in Channel | Supported | Not Supported | Not Supported | Supported | Supported | Supported | Supported | N/A in Channel | Supported | Supported | Supported |
| Structured content cards | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | Not Supported | Supported | Supported | Supported | Supported | N/A in Channel | Supported | Supported | N/A in Channel |
| Structured content carousel | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | Not Supported | N/A in Channel | Supported | Supported | Supported | N/A in Channel | Supported | Supported | N/A in Channel |
| Structured content list | Supported | Supported | Supported | N/A in Channel | Supported | N/A in Channel | Supported | Supported | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | 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 | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel |
| Audio Messages | Supported | Not Supported | Supported | N/A in Channel | Supported | N/A in Channel | Not Supported | Supported | Supported | Not Supported | Supported | Supported | N/A in Channel | N/A in Channel | Supported |
| Payment | Not Supported | Not Supported | Supported | N/A in Channel | Not Supported | N/A in Channel | Not Supported | N/A in Channel | Not Supported | Not Supported | Supported | Not Supported | N/A in Channel | N/A in Channel | N/A in Channel |
| Operations | |||||||||||||||
| Skill routing | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| Engagement Attributes | Supported | Supported | Supported | Supported | Supported | Supported (Tweets Only) | Supported | Supported | Supported | Supported | Supported | Not Supported | Supported | Supported | Supported |
| Automatic Messages | Supported | Supported | Supported | Supported | Supported | Supported (Direct Message Only) | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| CSAT question | Supported | Supported | Supported | Supported | Supported | Not Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| Agent survey | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| SmartConnect support | Not Supported | Not Supported | Not Supported | Supported | Not Supported | Not Supported | Not Supported | Supported | Supported | Not Supported | Not Supported | Not Supported | Not Supported | Not Supported | Not Supported |
| Encryption | Supported | Supported | Supported | Not Supported | Not Supported | Not Supported | Not Supported | Supported | Supported | Supported | Supported | Not Supported | Not Supported | Not Supported | Not Supported |
| Encryption at rest | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| Authentication | Supported | 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 | N/A in Channel | Not Supported | N/A in Channel | N/A in Channel | 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 | N/A in Channel | N/A in Channel | Supported | N/A in Channel | N/A in Channel | N/A in Channel | N/A in Channel |
| Agent side historical data masking | Supported | Supported | Supported | Supported | Supported | Not Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| Secure form | Supported | Supported | Supported | Supported | 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 | Supported | Supported | Supported | Supported |
| Automation | |||||||||||||||
| Bots | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| Consumer Profile | |||||||||||||||
| Consumer name | Supported | Supported | N/A in Channel | N/A in Channel | Supported | Supported | Supported | Supported | N/A in Channel | Supported | Supported | N/A in Channel | Supported | Supported | N/A in Channel |
| Consumer unique identifier | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported | Supported |
| Consumer image | Supported | Supported | N/A in Channel | N/A in Channel | Supported | Supported | Supported | N/A in Channel | N/A in Channel | Supported | Not Supported | N/A in Channel | Supported | Not Supported | N/A in Channel |
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