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

	Apple Messages for Business	Web Messaging	Facebook Messenger	X (formerly Twitter)	WhatsApp Messenger	Instagram Direct Messaging	SMS Messaging	Open 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

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