Social channnels & widget capabilities comparison for Freshchat : Freshsales

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, 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

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
Delivered	Agent to user	Yes	No	Yes
Read	User to agent	Yes	Yes	No
Read	Agent to user	No	No	Yes
Typing	User to agent	Yes	No	No
Typing	Agent to user	Yes	No	No
Features
API calls		Yes	Yes	Yes
Campaigns		Yes	No	Yes
Date & Time picker		No	Yes	No
Flows		Yes	Yes	Yes
Live chat		Yes	Yes	Yes
Rating		No	Yes	No
Text fields & URL inputs		Yes	Yes	Yes
Topics		Yes	No	Yes
Typical response time		Yes	No	No
Typing indicator		Yes	No	No
Widget actions		No	Yes	Yes
Quick actions		Yes	Yes	No
Consumer profile
User name		Yes	Yes	Yes
User image		NA	NA	No

*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:

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	No	Yes	NA
	User to bot	Yes	Yes	No	Yes	NA
	Agent to user	Yes	Yes	No	Yes	NA
	Bot to user	via public URL	via public URL	No	Yes	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	No	Yes	NA
	User to bot	Yes	Yes	No	Yes	NA
	Agent to user	Yes	Yes	No	Yes	NA
	Bot to user	Coming soon	Coming soon	No	Yes	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	Yes	Coming soon	No	No
Carousels	Bot to user	with transformation	Yes	Yes	NA	No
Buttons	Bot to user	Yes	Yes	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
Delivered	Agent to user	Yes	No	NA	NA	NA
Read	User to agent	No	NA	No	NA	NA
Read	Agent to user	Yes	NA	Yes	NA	NA
Typing	User to agent	No	NA	NA	No	NA
Typing	Agent to user	No	NA	NA	No	NA
API Calls		Yes	Yes	Yes
Campaigns		No	No	No		NA
Date & Time Picker		No	No	No		NA
Flows		Yes	Yes	Yes		NA
Live Chat		Yes	Yes	Yes		NA
Rating		No	No	No		NA
Text fields & URL inputs		Yes	Yes	Yes		NA
Topics		NA	NA	NA		NA
Typical response time		No	No	No		NA
Typing Indicator		No	No	No		NA
Widget Actions		NA	NA	NA		NA
Quick Action		No	No	No		NA
Consumer profile
User name		Yes	Yes	Yes	No	NA
User image		No	No	Coming soon	No	NA

* For bots deployed on Facebook Messenger, the following message types have limits as described below:

Carousels: Maximum limit of 10
Buttons: Maximum limit of 13

In case you cross the limit for these input types, the options will automatically be converted into an IVR-like flow for your end users.

To understand different message type support on LINE, Telegram, and Viber, please find the capability comparison in the below table

Message type	Direction	LINE	Telegram via marketplace	Viber via marketplace
Text	Incoming	Yes	Yes	Yes
Text	Outgoing	Yes	Yes	Yes
Image	Incoming	Yes	Yes	Yes
Image	Outgoing	Yes	Yes	Yes
Video	Incoming	Yes	No	No
Video	Outgoing	Yes	No	No
Audio	Incoming	Yes	No	NA
Audio	Outgoing	via App	No	NA
File	Incoming	Yes	No	No
File	Outgoing	No	No	No
Emoji	Incoming	No	Yes	No
Emoji	Outgoing	No	Yes	No
GIFs	Incoming	As image	No	No
GIFs	Outgoing	Yes	No	No
Sticker	Incoming	No	No	No
Sticker	Outgoing	No	No	No
Automation	Bots	Yes	No	No
Structured Messages
Articles	Bot to user	No	No	No
Carousel	Bot to user	No	No	No
Buttons	Bot to user	No	No	No
Dropdown list	Bot to user	NA	No	No
Message events
Delivered	Incoming	NA	No	No
Delivered	Outgoing	NA	No	No
Read	Incoming	NA	No	NA
Read	Outgoing	NA	No	NA
Typing	Incoming	NA	No	NA
Typing	Outgoing	NA	No	NA
Features
API Calls		Yes
Campaigns		NA
Date & Time picker		NA
Flows		Yes
Live Chat		Yes
Rating		NA
Text fields & URL inputs		Yes
Topics		NA
Typical Response Time		No
Widget Actions		No
Quick Actions		No
Consumer profile
User name		Yes	No	No
User image		No	No	No

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.

Freshchat : Social channels and widget capabilities comparison

Modified on: Mon, 12 Aug, 2024 at 11:51 AM

Here's more info about each widget:

Articles in this folder -

Freshchat : Social channels and widget capabilities comparison

Modified on: Mon, 12 Aug, 2024 at 11:51 AM

Here's more info about each widget:

Articles in this folder -

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