Supported message type
| Channel | Incoming/Outgoing message | Activity message |
|---|
| Website | Yes | Yes |
| Facebook | Yes | Yes |
| Instagram | Yes | Yes |
| SMS | Yes | Yes |
| Whatsapp | Yes | Yes |
| Email | Yes | Yes |
| Telegram | Yes | Yes |
| Line | Yes | Yes |
| API | Yes | Yes |
Maximum message size (number of characters)
| Channel | Maximum message size |
|---|
| Website | 10,000 |
| Facebook | 2000 |
| Instagram | 1000 |
| Twilio SMS | 320 |
| Twilio WhatsApp | 1600 |
| Whatsapp Cloud | 4096 |
| 360Dialog WhatsApp | 1600 |
| Bandwidth SMS | 160 |
| Email | 25,000 |
| Telegram | 4096 |
| Line | 2000 |
| API | 10,000 |
Outbound conversation restriction
| Channel | Restriction |
|---|
| Website | You can create outbound conversations to verified contacts |
| Facebook | Cannot create outbound conversations. First message should be from the contact |
| Instagram | Cannot create outbound conversations. First message should be from the contact |
| SMS | No restriction |
| Whatsapp | Cannot send any message other than Whatsapp approved template messages 24 hours after the last incoming message |
| Email | No restriction |
| Telegram | Cannot create outbound conversations. First message should be from the contact |
| Line | Cannot create outbound conversations. First message should be from the contact |
| API | No restriction |
Outgoing message restriction
| Channel | Restriction |
|---|
| Website | No restriction |
| Facebook | Cannot send promotional messages 24 hours after the last incoming message (7 days if Human agent enabled) |
| Instagram | Cannot send promotional messages 24 hours after the last incoming message (7 days if Human agent enabled) |
| Whatsapp | Cannot send any message other than Whatsapp approved template messages 24 hours after the last incoming message |
| SMS | No restriction |
| Email | No restriction |
| Telegram | No restriction |
| Line | No restriction |
| API | Custom time depends on Agent reply time window |
Outgoing message delivery status
| Channel | Sent status | Read status | Delivered status | Failed status |
|---|
| Website | Yes | Yes | Yes | Yes |
| API | Yes | Yes | Yes | Yes |
| Official WhatsApp | Yes | Yes | Yes | Yes |
| Twilio WhatsApp | Yes | Yes | Yes | Yes |
| 360Dialog WhatsApp | Yes | Yes | Yes | Yes |
| Twilio SMS | Yes | Yes | Not supported | Yes |
| Bandwidth SMS | Yes | Yes | Not supported | Yes |
| Facebook | Yes | Yes | Yes | Yes |
| Instagram | Yes | Not supported | Yes | Yes |
| Line | Yes | Not supported | Not supported | Yes |
| Telegram | Yes | Not supported | Not supported | Yes |
| Email | Yes | Not supported | Not supported | Not supported |
Reply to message
| Channel | Reply to incoming message | Reply to outgoing message |
|---|
| Website | Yes | Yes |
| Facebook | Yes | No |
| Instagram | Yes | No |
| SMS | No | No |
| Whatsapp Cloud | Yes | Yes |
| Twilio WhatsApp | No | No |
| Email | No | No |
| Telegram | Yes | Yes |
| Line | No | No |
| API | Yes | Yes |
Outgoing attachments supported file types
The default maximum file size limit is 40MB.
| Channel | Audio | Image | Video | Document | |
|---|
| Website | All | All | All | All | |
| Instagram | aac, m4a, wav, mp4 (25mb) | png, jpeg, gif (16mb) | mp4, ogg, avi, mov, web (25mb) | Not supported | |
| Facebook | aac, m4a, wav, mp4 (25mb) | png, jpeg, gif (8mb) | mp4, ogg, avi, mov, webm (25mb) | pdf, xls(x), doc(x), ppt(x) (25mb) | |
| WhatsApp Cloud | aac, amr, mp3, m4a, ogg (16mb) | png, jpeg (5mb) | 3gp, mp4 (16mb) | pdf, xls(x), doc(x), ppt(x) (100mb) | |
| WhatsApp Twilio | mpeg, opus, ogg, amr(5mb) | png, jpeg (5mb) | mp4 (5mb) | pdf (5mb) | |
| Twilio SMS | All(5mb) | png, jpeg (5mb) | All (5mb) | All (5mb) | All(5mb) |
| Email | All | All | All | All | |
| Telegram | All | All | All | All | |
| Line | Not supported | png, jpeg (10mg) | mp4 (40mb) | Not supported | |
| API | All | All | All | All | |
“All” means the channel supports all standard file types listed below:Standard File Types
- Video:
ogg, mp4, mov, webm, quicktime, avi
- Audio:
mp3, mpeg, opus, ogg, amr, aac, m4a, wav
- Image:
png, jpeg, gif, bmp, webp
- Document:
pdf, doc, docx, xls, xlsx, ppt, pptx, zip, 7z, rar, tar, xml, csv, json, rtf, txt, plain, .3gpp, x-7z-compressed, vnd.rar, x-tar, msword
Available features
| Channel | Channel greeting | Attachments | Agent Auto assignment | Slack |
|---|
| Website | Yes | Yes | Yes | Yes |
| Facebook | Yes | Yes | Yes | Yes |
| Instagram | Yes | Yes | Yes | Yes |
| SMS | Yes | No | Yes | Yes |
| Whatsapp | Yes | Yes | Yes | Yes |
| Email | Yes | Yes | Yes | Yes |
| Telegram | Yes | Yes | Yes | Yes |
| Line | Yes | No | Yes | Yes |
| API | Yes | Yes | Yes | Yes |
