Channel, bot, and touchpoint capabilities feature comparison

Feature coming soon: Apple messages for business

Feature postponement: Support for quick replies, cards, and carousels on the Open Messaging channel has been temporarily postponed. Please check Genesys Cloud - Features coming soon for updated availability information.

Compare Genesys Cloud channel capabilities, bot support for media types, and knowledge support for touchpoints. These rich media options share many features with Genesys Cloud and other messaging channels.

Channel capabilities

This table describes the currently supported or not supported channel capabilities by select channels.

Supported | Not supported

	Apple iMessage	Web Messaging	Facebook Messenger	X (formerly Twitter)	WhatsApp Messenger	Instagram Direct Messaging	SMS Messaging	Open Messaging
Agent Initiated Messaging
Apple Pay
Authentication
Campaigns
Cards
Carousels
Co-browse
Co-browse
Date Pickers
Forms
Images
List Pickers
Notification API
Other file types
Quick Replies
Reactions
Rich Text
Typing indicators
Learn more	Configure ACD for Apple integrations	About web messaging	Configure ACD messaging for Facebook Messenger	Configure ACD messaging for X Direct Messaging	Configure ACD messaging for WhatsApp Messenger	Configure ACD Messaging for Instagram Direct Messaging	About SMS messaging	About open messaging

Bot support for media types

This table describes the media types that are currently supported or not supported by select bots.

Supported | Not supported

	Genesys Digital Bot Flows	Amazon Lex V1	Google Dialogflow ES	Google Dialogflow CX	Bot Connector	Nuance Mix Dialog
Images
Other file types
Quick Replies
Cards
Carousels
Rich Text
Learn more	About Genesys Digital Bot Flows	About the Amazon Lex V1 integration	About the Google Cloud Dialogflow ES integration	About the Google Cloud Dialogflow CX integration	About Genesys Bot Connector	About the Nuance Mix integration

Knowledge support for media types

This table describes the media types that are currently supported or not supported by knowledge articles.

Supported | Not supported

	Knowledge workbench	Knowledge portal	Agent Assist	Knowledge App for Messenger*	Genesys Digital Bot Flows
Images
Images with hyperlinks
Video
Hyperlinks
Emails as hyperlinks
Tables
Formatting
Attachments
Font size
Font color
Bullets, numbering, and paragraph indents				*
Learn more	About the knowledge workbench V2	About the knowledge portal	About Genesys Agent Assist	Messenger Homescreen and knowledge articles overview	About Genesys Digital Bot Flows

*Knowledge App for Messenger does not currently support paragraph indentation or headings.