Channel, bot, and touchpoint capabilities feature comparison

Feature coming soon: Genesys Digital Bot Connector

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 logoApple Messages for Business

Web MessagingWeb Messaging

Facebook messengerFacebook Messenger X X (formerly Twitter) WhatsApp MessengerWhatsApp Messenger Instagram Direct MessagingInstagram Direct Messaging SMS MessagingSMS Messaging Open MessagingOpen Messaging
Agent Initiated Messaging
Application support
Apple Pay
Authentication
Campaigns
Cards
Carousels
Co-browse
Forms  
Images  
(inbound social only)
List Pickers  
Notification API
Other file types    
Quick Replies  
Reactions
Rich Text
Time Pickers
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 / Virtual Agent Amazon Lex V1 Google Dialogflow ES Google Dialogflow CX Bot Connector Digital Bot Connector* Nuance Mix Dialog
Apple Pay
Application support
Authentication
Forms  
Images
List Pickers  
Other file types
Quick Replies
Cards
Carousels
Rich Text
Time Pickers
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 Genesys Digital Bot Connector 

About the Nuance Mix integration

*Digital Bot Connector allows bots to send images, rich text, and file attachment types such as PDFs to customers. However, customers can only send text messages to bots.

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 Agent Copilot 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 About Genesys Agent Copilot Messenger Homescreen and knowledge articles overview About Genesys Digital Bot Flows

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