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 |
| No | Not supported in Freshchat |
| NA | Not available on the channel |
| Incoming | User to agent/bot |
| Outgoing | Agent/bot to user |
| Message Type | Direction | Facebook Messenger | Instagram DM | Apple Messages for Business | SMS via Twilio | Web widget | Mobile SDK | |
Text | User to agent | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| User to bot | Yes | Yes | Yes | Yes | Yes | Yes | Yes | |
| Agent to user | Yes | Yes | Yes | Yes | Yes | Yes | Yes | |
| Bot to user | Yes | Yes | Yes | Yes | Yes | Yes | Yes | |
| Image | User to agent | Yes | Yes | Yes | Yes | No | Yes | Yes |
| User to bot | Yes | Yes | Yes | Yes | No | Yes | Yes | |
| Agent to user | Yes | Yes | Yes | Yes | No | Yes | Yes | |
| Bot to user | Yes | Yes | Yes | Yes | No | Yes | Yes | |
| Video | User to agent | Yes | Yes | Yes | Yes | NA | Yes | via file attachment |
| User to bot | Yes | Yes | Yes | Yes | NA | Yes | Yes | |
| Agent to user | Yes | Yes | Yes | Yes | NA | Yes | via file attachment | |
| Bot to user | via public URL | via public URL | via public URL | via public URL | NA | via public URL | via public URL | |
| Audio | User to agent | Yes | No | Yes | Yes | NA | Yes | No |
| User to bot | Yes | No | Yes | Yes | NA | Yes | No | |
| Agent to user | via App | via App | via App | via App | NA | via App | No | |
| Bot to user | No | No | No | No | NA | No | No | |
| File | User to agent | Yes | NA | NA | Yes | NA | Yes | Coming soon |
| User to bot | Yes | Yes | Yes | Yes | NA | Yes | Coming soon | |
| Agent to user | Yes | Yes | NA | Yes | NA | Yes | Coming soon | |
| Bot to user | Coming soon | Coming soon | Coming soon | Coming soon | NA | Coming soon | Coming soon | |
| Emoji | User to agent | Yes | Yes | Yes | Yes | No | Yes | Yes |
| User to bot | Yes | Yes | Yes | Yes | No | Yes | Yes | |
| Agent to user | Yes | Yes | Yes | Yes | No | Yes | Yes | |
| Bot to user | Yes | Yes | Yes | Yes | No | Yes | Yes | |
| GIFs | User to agent | Yes | Yes | Yes | No | NA | Yes | Yes |
| User to bot | Yes | Yes | Yes | No | NA | Yes | Yes | |
| Agent to user | No | Yes | No | No | NA | Yes | Yes | |
| Bot to user | No | Yes | No | No | NA | Yes | No | |
| Stickers | User to agent | NA | As image | As image | No | NA | NA | As image |
| User to bot | NA | As image | As image | No | NA | NA | No | |
| Agent to user | No | No | No | No | NA | No | No | |
| Bot to user | No | No | NA | No | NA | No | No | |
| Automation | Bots | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Structured messages | ||||||||
| Articles | Bot to user | Yes | No | Coming soon | No | No | Yes | Yes |
| Carousels | Bot to user | with transformation | No | Coming soon | NA | No | Yes | Coming soon |
| Buttons | Bot to user | Yes | No | Coming soon | via API | No | Yes | Yes |
| Dropdown list | Bot to user | Yes | No | NA | via API | No | Yes | Yes |
| Message events | ||||||||
| Delivered | User to agent | Yes | Yes | No | NA | NA | Yes | Yes |
| Agent to user | Yes | No | NA | NA | NA | No | Yes | |
| Read | User to agent | No | NA | No | NA | NA | Yes | No |
| Agent to user | Yes | NA | Yes | NA | NA | No | Yes | |
| Typing | User to agent | No | NA | NA | No | NA | No | No |
| Agent to user | No | NA | NA | No | NA | No | No | |
| Consumer profile | ||||||||
| User name | Yes | Yes | Yes | No | NA | Yes | Yes | |
| User image | No | No | Coming soon | No | NA | NA | No | |
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 | Direction | LINE | Google Messages for Business | Telegram via marketplace | Viber via marketplace |
| Text | Incoming | Yes | Yes | Yes | Yes |
| Outgoing | Yes | Yes | Yes | Yes | |
| Image | Incoming | Yes | Yes | Yes | Yes |
| Outgoing | Yes | Yes | Yes | Yes | |
| Video | Incoming | Yes | NA | No | No |
| Outgoing | Yes | NA | No | No | |
| Audio | Incoming | Yes | NA | No | NA |
| Outgoing | via App | NA | No | NA | |
| File | Incoming | Yes | NA | No | No |
| Outgoing | No | NA | No | No | |
| Emoji | Incoming | No | Yes | Yes | No |
| Outgoing | No | Yes | Yes | No | |
| GIFs | Incoming | As image | NA | No | No |
| Outgoing | Yes | NA | No | No | |
| Sticker | Incoming | No | NA | No | No |
| 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 |
| Outgoing | NA | No | No | No | |
| Read | Incoming | NA | No | No | NA |
| Outgoing | NA | NA | No | NA | |
| Typing | Incoming | NA | No | No | NA |
| Outgoing | NA | No | No | NA | |
| Consumer profile | |||||
| User name | Yes | Yes | No | No | |
| User image | No | NA | No | No | |