Channel, bot, and touchpoint capabilities feature comparison
Feature coming soon: X (Twitter)
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 | ||||||||||||
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Channel |
Images |
Other file types | Quick Replies | Cards |
Carousels | Rich Text |
Typing indicators | Co-browse | Agent Initiated Messaging | Campaigns | Notification API |
Learn more |
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Configure ACD messaging for Facebook Messenger
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Bot support for media types
This table describes the media types that are currently supported or not supported by select bots.
| Supported | Not supported | |||||||
|---|---|---|---|---|---|---|---|
| Bot | Images |
Other file types | Quick Replies | Cards | Carousels | Rich Text |
Learn more |
| Genesys Digital Bot Flows | About Genesys Digital Bot Flows | ||||||
| Amazon Lex V1 | About the Amazon Lex V1 integration | ||||||
| Google Dialogflow ES | About the Google Cloud Dialogflow ES integration | ||||||
| Google Dialogflow CX | About the Google Cloud Dialogflow CX integration | ||||||
| Bot Connector | About Genesys Bot Connector | ||||||
| Nuance Mix Dialog | 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 | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Touchpoint | Images |
Images with hyperlinks | Video | Hyperlinks | Emails as hyperlinks | Tables | Formatting | Attachments | Font size | Font color |
Bullets, numbering, and paragraph indents | Learn more |
| Knowledge workbench | About the knowledge workbench V2 | |||||||||||
| Knowledge portal | About the knowledge portal | |||||||||||
| Agent Assist | About Genesys Agent Assist | |||||||||||
| Knowledge App for Messenger* | * | Messenger Homescreen and knowledge articles overview | ||||||||||
| Genesys Digital Bot Flows | About Genesys Digital Bot Flows | |||||||||||
*Knowledge App for Messenger does not currently support paragraph indentation or headings.
