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

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
Authentication
Campaigns
Cards
Carousels
Co-browse
Date Pickers
Forms
Images
List Pickers
Notification API
Other file types  
Quick Replies
Reactions
Rich Text
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 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 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.