Skip to main content

Supported features on channels

Supported message type​

ChannelIncoming/Outgoing messageActivity message
WebsiteYesYes
FacebookYesYes
InstagramYesYes
SMSYesYes
WhatsappYesYes
EmailYesYes
TelegramYesYes
LineYesYes
APIYesYes

Maximum message size (number of characters)​

ChannelMaximum message size
Website10,000
Facebook2000
Instagram1000
Twilio SMS320
Twilio WhatsApp1600
Whatsapp Cloud4096
360Dialog WhatsApp1600
Bandwidth SMS160
Email25,000
Telegram4096
Line2000
API10,000

Outbound conversation restriction​

ChannelRestriction
WebsiteYou can create outbound conversations to verified contacts
FacebookCannot create outbound conversations. First message should be from the contact
InstagramCannot create outbound conversations. First message should be from the contact
SMSNo restriction
WhatsappCannot send any message other than Whatsapp approved template messages 24 hours after the last incoming message
EmailNo restriction
TelegramCannot create outbound conversations. First message should be from the contact
LineCannot create outbound conversations. First message should be from the contact
APINo restriction

Outgoing message restriction​

ChannelRestriction
WebsiteNo restriction
FacebookCannot send promotional messages 24 hours after the last incoming message (7 days if Human agent enabled)
InstagramCannot send promotional messages 24 hours after the last incoming message (7 days if Human agent enabled)
WhatsappCannot send any message other than Whatsapp approved template messages 24 hours after the last incoming message
SMSNo restriction
EmailNo restriction
TelegramNo restriction
LineNo restriction
APICustom time depends on Agent reply time window

Outgoing message delivery status​

ChannelSent statusRead statusDelivered statusFailed status
WebsiteYesYesYesYes
APIYesYesYesYes
Official WhatsAppYesYesYesYes
Twilio WhatsAppYesYesYesYes
360Dialog WhatsAppYesYesYesYes
Twilio SMSYesYesNot supportedYes
Bandwidth SMSYesYesNot supportedYes
FacebookYesYesYesYes
InstagramYesNot supportedYesYes
LineYesNot supportedNot supportedYes
TelegramYesNot supportedNot supportedYes
EmailYesNot supportedNot supportedNot supported

Reply to message​

ChannelReply to incoming messageReply to outgoing message
WebsiteYesYes
FacebookYesNo
InstagramYesNo
SMSNoNo
Whatsapp CloudYesYes
Twilio WhatsAppNoNo
EmailNoNo
TelegramYesYes
LineNoNo
APIYesYes

Outgoing attachments supported file types​

Note: The default maximum file size limit is 40MB.

ChannelAudioImageVideoDocument
WebsiteAllAllAllAll
Instagramaac, m4a, wav, mp4 (25mb)png, jpeg, gif (8mb)mp4, ogg, avi, mov, web (25mb)Not supported
FacebookAllAllAllAll
WhatsApp CloudAllAllAllAll
WhatsApp Twiliompeg, opus, ogg, amr(5mb)png, jpeg (5mb)mp4 (5mb)pdf (5mb)
EmailAllAllAllAll
TelegramAllAllAllAll
LineNot supportedpng, jpegmp4Not supported
APIAllAllAllAll

"All" means the channel supports all standard file types listed below:

Standard File Types

  • Video: ogg, mp4, mov, webm, quicktime, avi
  • Audio: mpeg, opus, ogg, amr, aac, m4a, wav
  • Image: png, jpeg, gif, bmp, webp
  • Document: pdf, doc, docx, xls, xlsx, ppt, pptx, zip, 7z, rar, tar, xml, csv, json, rtf, txt, plain, .3gpp, x-7z-compressed, vnd.rar, x-tar, msword

Available features​

ChannelChannel greetingAttachmentsAgent Auto assignmentSlack
WebsiteYesYesYesYes
FacebookYesYesYesYes
InstagramYesYesYesYes
SMSYesNoYesYes
WhatsappYesYesYesYes
EmailYesYesYesYes
TelegramYesYesYesYes
LineYesNoYesYes
APIYesYesYesYes