Channel, bot, and touchpoint capabilities feature comparison
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
|
|
 Facebook Messenger |
 X (formerly Twitter) |
 WhatsApp Messenger |
 Instagram Direct Messaging |
 SMS Messaging |
 Open Messaging |
|
|---|---|---|---|---|---|---|---|
| Agent Initiated Messaging | |||||||
| 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 | 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 | |
|---|---|---|---|---|---|---|---|
| Images | |||||||
| 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 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 |
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| Video | ||||||
| Hyperlinks | ||||||
|
Emails as hyperlinks |
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|
Tables |
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| 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.
