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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: 

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

.


Capability Comparison for native channels
Message TypeDirectionWeb - Conversations WidgetWeb - Self-Service WidgetMobileSDK
TextUser to agentYesYesYes
User to BotYesYesYes
Agent to userYesYesYes
Bot to userYesYesYes
ImageUser to agentYesYesYes
User to botYesYesYes
Agent to userYesYesYes
Bot to userYesYesYes
VideoUser to agentYesYesvia file attachment
User to BotYesYesYes
Agent to userYesYesvia file attachment
Bot to uservia public URLvia public URLvia public URL
AudioUser to agentYesYesYes
User to botYesYesYes
Agent to userYesvia AppYes
Bot to userYesYesYes
FileUser to agentYesYesComing soon
User to botYesYesComing soon
Agent to userYesYesComing soon
Bot to userYesComing soonComing soon
EmojiUser to agentYesYesYes
User to botYesYesYes
Agent to userYesYesYes
Bot to userYesYesYes
GIFsUser to agentYesYesYes
User to botYesYesYes
Agent to userYesYesYes
Bot to userYesYesNo
StickersUser to agentNANAAs image
User to botNANANo
Agent to userNANo No
Bot to userNANo No
AutomationBotsYesYesYes
Structured Messages
ArticlesBot to userYesYesYes
CarouselsBot to userYesYesComing Soon
ButtonsBot to userYesYesYes
Dropdown ListBot to userYesYesYes
Message events
DeliveredUser to agentNoYesYes
Agent to userYesNoYes
ReadUser to agentYesYesNo
Agent to userNoNoYes
TypingUser to agentYesNoNo
Agent to userYesNoNo
Consumer Profile
User NameYesYesYes
User ImageNANANo


Capability Comparison for modern messaging channels
Message Type
DirectionWhatsappFacebook MessengerInstagram DMApple Messages for BusinessSMS via Twilio
Text
User to agentYesYesYes
YesYes
User to botYes
YesYes
Yes
Yes
Agent to user
YesYesYesYesYes
Bot to userYes
YesYesYes
Yes
ImageUser to agentYesYesYesYesNo
User to botYes
Yes
Yes
YesNo
Agent to userYes
Yes
Yes
YesNo
Bot to userYes
Yes
Yes
Yes
No
Video
User to agentYesYesYesYesNA
User to botYesYesYesYesNA
Agent to userYesYesYesYesNA
Bot to uservia public URLvia public URLvia public URLvia public URLNA
AudioUser to agentYesNoYesYesNA
User to botYesNoYesYesNA
Agent to uservia Appvia Appvia Appvia AppNA
Bot to userNoNoNoNoNA
FileUser to agentYesNANAYesNA
User to botYesYesYesYesNA
Agent to userYesYesNAYesNA
Bot to userComing SoonComing SoonComing SoonComing SoonNA
EmojiUser to agentYesYesYesYesNo
User to botYesYesYesYesNo
Agent to userYesYesYesYesNo
Bot to userYesYesYesYesNo
GIFs
User to agentYesYesYesNoNA
User to botYesYesYesNoNA
Agent to userNoYesNoNoNA
Bot to userNoYesNoNoNA
StickersBot to userNAAs ImageAs ImageNoNA
User to botNAAs ImageAs ImageNoNA
Agent to userNoNoNoNoNA
Bot to userNoNoNoNoNA
AutomationBotsYesYesYesYesYes
Structured Messages
Articles
Bot to user
Yes
No
Coming Soon
No
No
CarouselsBot to user
With transformation
No
Coming Soon
NA
No
ButtonsBot to user
YesNo
Coming Soon
via API
No
Dropdown ListBot to user
YesNo
NA
via APINo
Message Events
DeliveredUser to agent
YesYes
No
NA
NA

Agent to userYesNo
NA
NA
NA
ReadBot to user
NoNA
No
NA
NA

Agent to user
YesNA
Yes
NA
NA
TypingBot to user
NoNA
NA
No
NA

Agent to user
NoNA
NA
NoNA
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
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
NoNoNoNo
CarouselBot to
user
NoNoNoNo
ButtonsBot to
user
NoNoNoNo
Dropdown
list
Bot to
user
NANANoNo
Message events
Delivered

IncomingNAYesNoNo
OutgoingNANoNoNo
ReadIncomingNANoNoNA
OutgoingNANANoNA
TypingIncomingNANoNoNA
OutgoingNANoNoNA
Consumer profile
User nameYesYesNoNo
User imageNoNANoNo