Messaging channels capabilities comparison

  Mobile App Messaging Web Messaging Apple Messages for Business SMS Facebook Twitter Instagram WhatsApp LINE Messaging Window API WeChat Viber KakaoTalk
Video sharing - consumer to agent Not Supported Not Supported Supported N/A in Channel Supported Supported Supported Supported Supported Not Supported Not Supported Supported Not Supported
Typing indication - consumer to agent Supported Supported Supported N/A in Channel Not Supported Not Supported Not Supported N/A in Channel N/A in Channel Supported N/A in Channel N/A in Channel N/A in Channel
Typing indication - agent to consumer Supported Supported Supported N/A in Channel Supported Supported Supported N/A in Channel N/A in Channel Supported N/A in Channel N/A in Channel 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 Supported N/A in Channel N/A in Channel N/A in Channel
Read indication - agent to consumer Supported Supported N/A in Channel N/A in Channel Supported Supported Supported Supported N/A in Channel Supported 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 N/A in Channel Supported N/A in Channel Supported Supported
Delivered indication - agent to consumer Supported Supported Supported N/A in Channel 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 Not Supported N/A in Channel N/A in Channel Supported
Hyperlinked regular expressions Supported Not Supported Supported Supported Supported Supported Supported Supported N/A in Channel Not Supported N/A in Channel Supported Supported
Desktop application support N/A in Channel Supported Supported N/A in Channel Supported Supported Supported Supported Supported Supported Supported 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
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 Supported 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
Accessibility 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
Rich Messaging                          
Emojis Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Not 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 Supported 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 Not Supported Not Supported Supported 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 Supported Not Supported Not Supported Not Supported N/A in Channel
Photo Sharing - consumer to agent 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 Supported Not Supported Not Supported Supported Supported
File sharing - consumer to agent Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Not Supported Supported Not Supported
File sharing - agent to consumer Supported Supported Supported N/A in Channel Supported in Direct Not Supported Not Supported Supported Not Supported Supported Not Supported Supported 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 Not Supported Not Supported N/A in Channel N/A in Channel
GIF - consumer to agent Supported Supported Supported Not Supported Supported Supported Supported Not Supported N/A in Channel Supported 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 N/A in Channel Supported Supported
Audio Messages Supported Not Supported Supported N/A in Channel Supported N/A in Channel Not Supported Supported Not Supported Supported Supported 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 Supported Not Supported N/A in Channel N/A in Channel
Operations                          
Skill routing 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 Not Supported Supported Supported
Automatic Messages Supported Supported Supported Supported Supported Supported (Direct Message Only) Supported Supported Supported Supported Supported Supported Supported
CSAT question Supported Supported Supported Supported Supported Not Supported Supported Supported Supported Supported Supported Supported Supported
Agent survey 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 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 Not Supported Not Supported Not Supported
Encryption at rest 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 Not Supported N/A in Channel N/A in Channel 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 Supported 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
Secure form 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
Automation                          
Bots 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 Supported Supported N/A in Channel Supported N/A in Channel
Consumer unique identifier 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 Supported Not Supported N/A in Channel Supported N/A in Channel