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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 support on WhatsApp, Facebook Messenger, Instagram DM, Apple Messages for Business, SMS for Twilio, Web Widget, and Mobile SDK, please find the capability comparison in the below table. 


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


Legend: 

Yes
Supported in Freshchat
NoNot supported in Freshchat
NANot available on the channel
IncomingUser to agent/bot
OutgoingAgent/bot to user



Message
Type
DirectionWhatsAppFacebook
Messenger
Instagram
DM
Apple
Messages
for
Business
SMS
via
Twilio
Web 
widget
Mobile

SDK

Text
User to
agent
YesYesYesYesYesYesYes
User to
bot
YesYesYesYesYesYesYes
Agent to
user
YesYesYesYesYesYesYes
Bot to
user
YesYesYesYesYesYesYes
ImageUser to
agent 
YesYesYesYesNoYesYes
User to
bot
YesYesYesYesNoYesYes
Agent to
user
YesYesYesYesNoYesYes
Bot to
user
YesYesYesYesNoYesYes
VideoUser to
agent
YesYesYesYesNAYesvia file
attachment
User to
bot
YesYesYesYesNAYesYes
Agent to userYesYesYesYesNAYesvia file
attachment
Bot to
user
via public
URL
via public
URL
via public
URL
via public
URL
NAvia public
URL
via public
URL
AudioUser to
agent
YesNoYesYesNAYesNo
User to
bot
YesNoYesYesNAYesNo
Agent to
user
via
App
via
App
via
App
via
App
NAvia
App
No
Bot to
user
NoNoNoNoNANoNo
FileUser to agentYesNANAYesNAYesComing
soon
User to
bot
YesYesYesYesNAYesComing
soon
Agent to
user
YesYesNAYesNAYesComing
soon
Bot to
user
Coming
soon
Coming
soon
Coming
soon
Coming
soon
NAComing soonComing
soon
EmojiUser to agentYesYesYesYesNoYesYes
User to
bot

Yes
YesYesYesNoYesYes
Agent to
user
YesYesYesYesNo
Yes
Yes
Bot to
user
YesYesYesYesNoYesYes
GIFsUser to
agent
YesYesYesNoNAYesYes
User to
bot
YesYesYesNoNAYesYes
Agent to
user
NoYesNoNoNAYesYes
Bot to
user
NoYesNoNoNAYesNo
StickersUser to
agent
NAAs
image
As
image
NoNANAAs image
User to
bot
NAAs
image
As
image
NoNANANo
Agent to
user
NoNoNoNoNANoNo
Bot to
user
NoNoNANoNANoNo
AutomationBotsYesYesYesYesYesYesYes
Structured messages
ArticlesBot to userYesNoComing
soon
NoNoYesYes
CarouselsBot to userwith transformationNoComing
soon
NANoYesComing
soon
ButtonsBot to userYesNoComing
soon
via APINoYesYes
Dropdown
list
Bot to userYesNoNAvia APINoYesYes
Message events
DeliveredUser to agentYesYesNoNANAYesYes
Agent to userYesNoNANANANoYes
ReadUser to agentNoNANoNANAYesNo
Agent to userYesNAYesNANANoYes
TypingUser to agentNoNANANoNANoNo
Agent to userNoNANANoNANoNo
Consumer profile
User nameYesYesYesNoNAYesYes
User imageNo
NoComing
soon
NoNANANo


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

below table


Message
type
DirectionLINEGoogle
Messages
for
Business
Telegram
via
marketplace

Viber
via
marketplace

TextIncomingYesYesYesYes
OutgoingYesYesYesYes
ImageIncomingYesYesYesYes
OutgoingYesYesYesYes
VideoIncomingYesNANoNo
OutgoingYesNANoNo
AudioIncomingYesNANoNA
Outgoingvia
App
NANoNA
FileIncomingYesNANoNo
OutgoingNoNANoNo
EmojiIncomingNoYesYesNo
OutgoingNoYesYesNo
GIFsIncomingAs imageNANoNo
OutgoingYesNANoNo
StickerIncomingNoNANoNo
OutgoingNoNANoNo
AutomationBotsYesYesNoNo
Structured Messages
ArticlesBot to
user
NoNoNo
No
CarouselBot to
user
NoNoNoNo
ButtonsBot to
user
NoNoNo
No
Dropdown
list
Bot to
user
NANANo
No
Message events
Delivered

IncomingNAYesNoNo
OutgoingNANoNoNo
ReadIncomingNANoNoNA
OutgoingNANANo
NA
TypingIncomingNANoNoNA
OutgoingNANoNoNA
Consumer profile
User name
YesYesNoNo
User image
NoNANoNo