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Once you've built your bots with the bot builder, you can choose between deploying your bots with the conversations widget or the self-service widget. Here is a comparison of the features that work with each widget.
|Features||Conversations widget||Self-service widget||Messaging channels|
(Facebook, WhatsApp, LINE, ABC)
|API Calls||Supported||Supported||Supported |
|Campaigns||Supported ||Not supported||Not applicable|
|Carousels||Not supported||Supported||Not supported|
|Date and time picker||Not supported||Supported ||Not applicable|
|Dropdowns||Not supported||Supported ||Not supported|
|Flows||Supported ||Supported ||Supported|
|Files, video, and audio||Not supported||Supported ||Not supported|
|Images||Supported ||Supported ||Supported |
|Live chat||Supported ||Supported ||Supported |
|Rating||Not supported||Supported ||Not applicable|
|Text fields & URL inputs||Supported ||Supported ||Supported |
|Topics||Supported ||Not supported||Not applicable|
|Typical response time||Supported ||Not supported||Not supported|
|Typing indicator||Supported ||Not supported||Not supported|
|Widget actions||Not supported||Supported ||Not applicable|
Note: Features marked as not applicable are not technically supported in the respective channels. For example, the widget actions are not technically supported in messaging channels. We shall start offering those features if they are available those channels.
We've built the self-service widget to make it easier for your customers to help themselves while sharing the necessary information with your chatbot. Some of Freshdesk Messaging's features built for facilitating conversations are unavailable with the self-service widget such as push messages, FAQs, or Topics. We've noticed that these features are used to facilitate conversations, as opposed to self-service. We've taken these features made for conversing with agents and packaged them into the Conversations widget.
When you use the conversations widget, you can offer the next level of customer service. You can lead your customer service with your bot and route the conversation to the right agent in your team to offer contextual, empathetic, and personalized responses. The conversations widget enables your customers to talk about their issues in their own words - enabling your agents to get the full context and speak human-to-human without being limited. You can make use of all the conversation-friendly features from Freshdesk Messaging's and might miss out on some of the chatbot-powered features which are part of the self-service widget.