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 of support 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 modern messaging 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


Capability Comparison for native channels

Message Type

Direction

Web - Conversations Widget

Web - Self-service 

widget

Mobile

SDK

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

No

User to

bot

Yes

Yes

No

Agent to

user

Yes

via

App

No

Bot to

user

Yes

No

No

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

Agent to user

Yes

No

Yes

Read

User to agent

Yes

Yes

No

Agent to user

No

No

Yes

Typing

User to agent

Yes

No

No

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

Yes

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

User to

agent

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

NA

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

Yes

NA

No

Buttons

Bot to user

Yes

No

Yes

via API

No

Dropdown

list

Bot to user

Yes

No

Yes

via API

No

Message events

Delivered

User to agent

Yes

Yes

No

NA

NA

Agent to user

Yes

No

NA

NA

NA

Read

User to agent

No

NA

No

NA

NA

Agent to user

Yes

NA

Yes

NA

NA

Typing

User to agent

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 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
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



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.


FeaturesConversations widgetSelf-service widgetMessaging channels
(Facebook, WhatsApp, LINE, ABC)
Mobile SDK
API CallsSupportedSupportedSupported
Supported
ArticlesSupportedSupportedNot supportedSupported
ButtonsSupportedSupportedNot supportedSupported
CampaignsSupported
Not supported
Not applicableSupported
CarouselsSupportedSupportedNot supportedNot supported
Date and time pickerNot supported
Supported
Not applicableNot supported
DropdownsSupported
Supported
Not supported
Supported
FlowsSupported
Supported
SupportedSupported
Files and video*SupportedSupported
Not supportedNot supported
Images
Supported
Supported
Supported
Supported
Live chatSupported
Supported
Supported
Supported
RatingNot supported
Supported
Not applicableNot supported
Text fields & URL inputsSupported
Supported
Supported
Supported
TopicsSupported
Not supported
Not applicableSupported
Typical response timeSupported
Not supported
Not supportedNot supported
Typing indicatorSupported
Not supported
Not supportedNot supported
Widget actionsNot supported
Supported
Not applicableNot supported
Quick actionsSupportedSupportedNot supportedNot supported


*While using the self-service widget, an agent can respond only with an image file. The widget can receive the following file types from the end user:


File File type
ImageJPEG, PNG
Filedocx, doc, dot, wiz, rtf, txt, pdf



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 Freshchat '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 use all the conversation-friendly features from Freshchat and might miss out on some of the chatbot-powered features that are part of the self-service widget.


Here's more info about each widget: