Social channnels & widget capabilities comparison for Freshchat : Freshchat

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Interactive messages help companies stay connected to their customers while delivering engaging and impactful experiences. While setting up bot or agent workflows, it is important to understand how the different message types are supported on different social channels.

To understand different message type supported on WhatsApp, Facebook Messenger, Instagram DM, Apple Messages for Business, SMS for Twilio, Web Widget, and Mobile SDK, please find the capability comparison below.

To understand message type support on other channels like LINE, Google Business Messages, Telegram, and Viber, please click here.

Legend:

Yes	Supported in Freshchat
No	Not supported in Freshchat
NA	Not available on the channel
Incoming	User to agent/bot
Outgoing	Agent/bot to user

Capability Comparison for native channels
Message Type	Direction	Web - Conversations Widget	Web - Self-Service Widget	MobileSDK
Text	User to agent	Yes	Yes	Yes
	User to Bot	Yes	Yes	Yes
	Agent to user	Yes	Yes	Yes
	Bot to user	Yes	Yes	Yes
Image	User to agent	Yes	Yes	Yes
	User to bot	Yes	Yes	Yes
	Agent to user	Yes	Yes	Yes
	Bot to user	Yes	Yes	Yes
Video	User to agent	Yes	Yes	via file attachment
	User to Bot	Yes	Yes	Yes
	Agent to user	Yes	Yes	via file attachment
	Bot to user	via public URL	via public URL	via public URL
Audio	User to agent	Yes	Yes	Yes
	User to bot	Yes	Yes	Yes
	Agent to user	Yes	via App	Yes
	Bot to user	Yes	Yes	Yes
File	User to agent	Yes	Yes	Coming soon
	User to bot	Yes	Yes	Coming soon
	Agent to user	Yes	Yes	Coming soon
	Bot to user	Yes	Coming soon	Coming soon
Emoji	User to agent	Yes	Yes	Yes
	User to bot	Yes	Yes	Yes
	Agent to user	Yes	Yes	Yes
	Bot to user	Yes	Yes	Yes
GIFs	User to agent	Yes	Yes	Yes
	User to bot	Yes	Yes	Yes
	Agent to user	Yes	Yes	Yes
	Bot to user	Yes	Yes	No
Stickers	User to agent	NA	NA	As image
	User to bot	NA	NA	No
	Agent to user	NA	No	No
	Bot to user	NA	No	No
Automation	Bots	Yes	Yes	Yes
Structured Messages
Articles	Bot to user	Yes	Yes	Yes
Carousels	Bot to user	Yes	Yes	Coming Soon
Buttons	Bot to user	Yes	Yes	Yes
Dropdown List	Bot to user	Yes	Yes	Yes
Message events
Delivered	User to agent	No	Yes	Yes
Delivered	Agent to user	Yes	No	Yes
Read	User to agent	Yes	Yes	No
Read	Agent to user	No	No	Yes
Typing	User to agent	Yes	No	No
Typing	Agent to user	Yes	No	No
Consumer Profile
User Name		Yes	Yes	Yes
User Image		NA	NA	No

Capability Comparison for modern messaging channels
Message Type	Direction	Whatsapp	Facebook Messenger	Instagram DM	Apple Messages for Business	SMS via Twilio
Text	User to agent	Yes	Yes	Yes	Yes	Yes
	User to bot	Yes	Yes	Yes	Yes	Yes
	Agent to user	Yes	Yes	Yes	Yes	Yes
	Bot to user	Yes	Yes	Yes	Yes	Yes
Image	User to agent	Yes	Yes	Yes	Yes	No
	User to bot	Yes	Yes	Yes	Yes	No
	Agent to user	Yes	Yes	Yes	Yes	No
	Bot to user	Yes	Yes	Yes	Yes	No
Video	User to agent	Yes	Yes	Yes	Yes	NA
	User to bot	Yes	Yes	Yes	Yes	NA
	Agent to user	Yes	Yes	No	Yes	NA
	Bot to user	via public URL	via public URL	via public URL	via public URL	NA
Audio	User to agent	Yes	No	Yes	Yes	NA
	User to bot	Yes	No	Yes	Yes	NA
	Agent to user	via App	via App	via App	via App	NA
	Bot to user	No	No	No	No	NA
File	User to agent	Yes	NA	NA	Yes	NA
	User to bot	Yes	Yes	Yes	Yes	NA
	Agent to user	Yes	Yes	NA	Yes	NA
	Bot to user	Coming Soon	Coming Soon	Coming Soon	Coming Soon	NA
Emoji	User to agent	Yes	Yes	Yes	Yes	No
	User to bot	Yes	Yes	Yes	Yes	No
	Agent to user	Yes	Yes	Yes	Yes	No
	Bot to user	Yes	Yes	Yes	Yes	No
GIFs	User to agent	Yes	Yes	Yes	No	NA
	User to bot	Yes	Yes	Yes	No	NA
	Agent to user	No	Yes	No	No	NA
	Bot to user	No	Yes	No	No	NA
Stickers	Bot to user	NA	As Image	As Image	No	NA
	User to bot	NA	As Image	As Image	No	NA
	Agent to user	No	No	No	No	NA
	Bot to user	No	No	No	No	NA
Automation	Bots	Yes	Yes	Yes	Yes	Yes
Structured Messages
Articles	Bot to user	Yes	No	Coming Soon	No	No
Carousels	Bot to user	With transformation	No	Coming Soon	NA	No
Buttons	Bot to user	Yes	No	Coming Soon	via API	No
Dropdown List	Bot to user	Yes	No	NA	via API	No
Message Events
Delivered	User to agent	Yes	Yes	No	NA	NA
	Agent to user	Yes	No	NA	NA	NA
Read	Bot to user	No	NA	No	NA	NA
	Agent to user	Yes	NA	Yes	NA	NA
Typing	Bot to user	No	NA	NA	No	NA
	Agent to user	No	NA	NA	No	NA
Consumer Profile
User Name		Yes	Yes	Yes	No	NA
User Image		No	No	Coming Soon	No	NA

To understand different message type supported on LINE, Google Business Messages, Telegram, and Viber, please find the capability comparison in the below table.

Message type	Direction	LINE	Google Messages for Business	Telegram via marketplace	Viber via marketplace
Text	Incoming	Yes	Yes	Yes	Yes
Text	Outgoing	Yes	Yes	Yes	Yes
Image	Incoming	Yes	Yes	Yes	Yes
Image	Outgoing	Yes	Yes	Yes	Yes
Video	Incoming	Yes	NA	No	No
Video	Outgoing	Yes	NA	No	No
Audio	Incoming	Yes	NA	No	NA
Audio	Outgoing	via App	NA	No	NA
File	Incoming	Yes	NA	No	No
File	Outgoing	No	NA	No	No
Emoji	Incoming	No	Yes	Yes	No
Emoji	Outgoing	No	Yes	Yes	No
GIFs	Incoming	As image	NA	No	No
GIFs	Outgoing	Yes	NA	No	No
Sticker	Incoming	No	NA	No	No
Sticker	Outgoing	No	NA	No	No
Automation	Bots	Yes	Yes	No	No
Structured Messages
Articles	Bot to user	No	No	No	No
Carousel	Bot to user	No	No	No	No
Buttons	Bot to user	No	No	No	No
Dropdown list	Bot to user	NA	NA	No	No
Message events
Delivered	Incoming	NA	Yes	No	No
Delivered	Outgoing	NA	No	No	No
Read	Incoming	NA	No	No	NA
Read	Outgoing	NA	NA	No	NA
Typing	Incoming	NA	No	No	NA
Typing	Outgoing	NA	No	No	NA
Consumer profile
User name		Yes	Yes	No	No
User image		No	NA	No	No

Freshchat : Social channels and widget capabilities comparison

Modified on: Fri, 13 Jan, 2023 at 6:16 AM

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