Supported Features on Channels

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
TikTok	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
TikTok	950
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
TikTok	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
TikTok	Cannot send messages 48 hours after the last incoming message
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
TikTok	Yes	Yes	Yes	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
TikTok	Yes	Yes
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
TikTok	Not supported	jpeg, png (3mb)	Not supported	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
TikTok	Yes	Yes	Yes	Yes
API	Yes	Yes	Yes	Yes

Editor formatting support

The editor supports rich text formatting across channels. Features are dynamically enabled or disabled based on each channel’s capabilities. Unsupported formats are treated as plain text.

Channel	Bold	Italics	Strike	Code	Link	Bullet List	Ordered List	Code Block	Blockquote
Website	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Email	Yes	Yes	No	Yes	Yes	Yes	Yes	Yes	Yes
Facebook	Yes	Yes	Yes	Yes	No	Yes	Yes	Yes	No
Instagram	Yes	Yes	Yes	Yes	No	Yes	Yes	No	No
Whatsapp	Yes	Yes	Yes	Yes	No	Yes	Yes	Yes	No
Telegram	Yes	Yes	No	Yes	Yes	No	No	No	No
Line	Yes	Yes	Yes	Yes	No	No	No	Yes	No
TikTok	No	No	No	No	No	No	No	No	No
Twitter	No	No	No	No	No	No	No	No	No
SMS	No	No	No	No	No	No	No	No	No
Twilio SMS	No	No	No	No	No	No	No	No	No
API	Yes	Yes	No	No	No	No	No	No	No
Voice	No	No	No	No	No	No	No	No	No

Getting Started

Deployment Methods

Cloud Providers

Configuration

Integrations

Maintenance

Runbooks

Others

Supported message type

Maximum message size (number of characters)

Outbound conversation restriction

Outgoing message restriction

Outgoing message delivery status

Reply to message

Outgoing attachments supported file types

Available features

Editor formatting support

​Supported message type

​Maximum message size (number of characters)

​Outbound conversation restriction

​Outgoing message restriction

​Outgoing message delivery status

​Reply to message

​Outgoing attachments supported file types

​Available features

​Editor formatting support

Supported message type

Maximum message size (number of characters)

Outbound conversation restriction

Outgoing message restriction

Outgoing message delivery status

Reply to message

Outgoing attachments supported file types

Available features

Editor formatting support