Mobile App Messaging Web Messaging Apple Messages for Business SMS Facebook WhatsApp Google RCS Line Messaging Window API Connector API
Consumer Experience
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
Typing indication - agent to consumer Supported Supported Supported N/A in Channel Supported N/A in Channel Supported N/A in Channel Supported Supported
Read indication - consumer to agent Supported Supported N/A in Channel N/A in Channel Not Supported N/A in Channel N/A in Channel N/A in Channel Supported Supported
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
Delivered indication - consumer to agent Supported Supported Supported N/A in Channel 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 N/A in Channel Supported N/A in Channel Supported Supported
In-thread new messages notification Supported Supported Supported N/A in Channel Supported Supported Supported Supported N/A in Channel N/A in Channel
Hyperlinked regular expressions Supported Not Supported Supported Supported Supported Supported Supported N/A in Channel N/A in Channel N/A in Channel
Desktop application support N/A in Channel Supported Supported N/A in Channel Supported Supported N/A in Channel Supported N/A in Channel N/A in Channel
Continuity across devices Supported (authenticated only) Supported (authenticated only) Supported N/A in Channel 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
Window branding and customization Supported Supported Supported N/A in Channel Supported Supported Supported Supported Supported Supported
Accessbility Supported Supported Supported N/A in Channel Supported N/A in Channel Supported N/A in Channel N/A in Channel N/A in Channel
Rich Messaging
Emojis Supported Not Supported Supported Supported Supported Supported Supported Supported Supported Supported
Enlarged emojis Supported Not Supported Supported Supported N/A in Channel Supported N/A in Channel N/A in Channel Supported Not Supported
Stickers - consumer to agent N/A in Channel N/A in Channel Supported N/A in Channel Supported N/A in Channel Supported Supported Not Supported Not Supported
Stickers - agent to consumer N/A in Channel N/A in Channel Not Supported N/A in Channel Not Supported N/A in Channel N/A in Channel Supported Not Supported Not Supported
Photo Sharing - consumer to agent Supported Supported Supported Supported Supported Supported Supported Not Supported Supported Supported
GIF - consumer to agent Supported Supported Supported Not Supported Supported Supported Supported Not Supported Supported Supported
Link previews Supported Not Supported Supported N/A in Channel Supported Supported Supported Supported Supported Supported
Quick Replies Supported Supported N/A in Channel N/A in Channel Supported N/A in Channel Supported N/A in Channel Supported Supported
Structured content cards Supported Supported N/A in Channel N/A in Channel Supported N/A in Channel Supported Not Supported Supported Supported
Structured content carousel Supported Supported N/A in Channel N/A in Channel Supported N/A in Channel Supported Not Supported Supported Supported
Structured content list Supported Supported Supported N/A in Channel Supported N/A in Channel Supported N/A in Channel Supported Supported
Structured content time picker Supported Supported Supported N/A in Channel Supported N/A in Channel N/A in Channel Not Supported Supported Supported
Audio Messages Supported Not Supported Supported N/A in Channel Supported Supported Supported Not Supported Supported Supported
Payment Not Supported Not Supported Supported N/A in Channel Not Supported N/A in Channel Not Supported N/A in Channel Supported Supported
Operations
Skill routing Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported
Engagement Attributes Supported Supported Supported Q1, 2019 Q1, 2019 Q1, 2019 Q1, 2019 Q1, 2019 Supported Supported
Automatic Messages Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported
CSAT question Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported
Agent surveys Not Supported Not Supported Not Supported Not Supported Not Supported Not Supported Not Supported Not Supported Not Supported Not Supported
LiveDeflect support Not Supported Not Supported Not Supported Supported Not Supported Supported Supported Not Supported Not Supported Not Supported
Encryption Supported Supported Supported Not Supported Not Supported Supported Supported Not Supported Supported Supported
Encryption at rest Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported
Authentication Supported March 2019 Supported Not Supported Not Supported Not Supported Not Supported Not Supported Not Supported Not Supported
Client side data masking Supported Supported Not Supported Not Supported Not Supported Not Supported Not Supported Not Supported N/A in Channel N/A in Channel
Agent side historical data masking Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported
Secure form Supported Supported Supported Supported Supported Supported Supported Not Supported Supported Supported
Automation
Bots Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported
Routing bot Supported Supported Supported Supported Supported Supported Supported Not Supported Supported Supported
Post conversation survey bot Supported Supported Supported Supported Supported Supported Supported Not Supported Supported Supported
After hours bot Supported Supported Supported Supported Supported Not Supported Supported Not Supported Supported Supported
Consumer Profile
Consumer name Supported Supported N/A in Channel N/A in Channel Supported N/A in Channel N/A in Channel 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