Supported features on channels
Supported message type
| Channel |
Incoming/Outgoing message |
Activity message |
| Website |
Yes |
Yes |
| Facebook |
Yes |
Yes |
| Instagram |
Yes |
Yes |
| SMS |
Yes |
Yes |
| Whatsapp |
Yes |
Yes |
| Email |
Yes |
Yes |
| Telegram |
Yes |
Yes |
| Line |
Yes |
Yes |
| API |
Yes |
Yes |
Maximum message size (number of characters)
| Channel |
Maximum message size |
| Website |
10,000 |
| Facebook |
2000 |
| Instagram |
1000 |
| Twilio SMS |
320 |
| Twilio WhatsApp |
1600 |
| Whatsapp Cloud |
4096 |
| 360Dialog WhatsApp |
1600 |
| Bandwidth SMS |
160 |
| Email |
25,000 |
| Telegram |
4096 |
| Line |
2000 |
| API |
10,000 |
Outbound conversation restriction
| Channel |
Restriction |
| Website |
You can create outbound conversations to verified contacts |
| Facebook |
Cannot create outbound conversations. First message should be from the contact |
| Instagram |
Cannot create outbound conversations. First message should be from the contact |
| SMS |
No restriction |
| Whatsapp |
Cannot send any message other than Whatsapp approved template messages 24 hours after the last incoming message |
| Email |
No restriction |
| Telegram |
Cannot create outbound conversations. First message should be from the contact |
| Line |
Cannot create outbound conversations. First message should be from the contact |
| API |
No restriction |
Outgoing message restriction
| Channel |
Restriction |
| Website |
No restriction |
| Facebook |
Cannot send promotional messages 24 hours after the last incoming message (7 days if Human agent enabled) |
| Instagram |
Cannot send promotional messages 24 hours after the last incoming message (7 days if Human agent enabled) |
| Whatsapp |
Cannot send any message other than Whatsapp approved template messages 24 hours after the last incoming message |
| SMS |
No restriction |
| Email |
No restriction |
| Telegram |
No restriction |
| Line |
No restriction |
| API |
Custom time depends on Agent reply time window |
Outgoing message delivery status
| Channel |
Sent status |
Read status |
Delivered status |
Failed status |
| Website |
Yes |
Yes |
Yes |
Yes |
| API |
Yes |
Yes |
Yes |
Yes |
| Official WhatsApp |
Yes |
Yes |
Yes |
Yes |
| Twilio WhatsApp |
Yes |
Yes |
Yes |
Yes |
| 360Dialog WhatsApp |
Yes |
Yes |
Yes |
Yes |
| Twilio SMS |
Yes |
Yes |
Not supported |
Yes |
| Bandwidth SMS |
Yes |
Yes |
Not supported |
Yes |
| Facebook |
Yes |
Yes |
Yes |
Yes |
| Instagram |
Yes |
Not supported |
Yes |
Yes |
| Line |
Yes |
Not supported |
Not supported |
Yes |
| Telegram |
Yes |
Not supported |
Not supported |
Yes |
| Email |
Yes |
Not supported |
Not supported |
Not supported |
Reply to message
| Channel |
Reply to incoming message |
Reply to outgoing message |
| Website |
Yes |
Yes |
| Facebook |
Yes |
No |
| Instagram |
Yes |
No |
| SMS |
No |
No |
| Whatsapp Cloud |
Yes |
Yes |
| Twilio WhatsApp |
No |
No |
| Email |
No |
No |
| Telegram |
Yes |
Yes |
| Line |
No |
No |
| API |
Yes |
Yes |
Outgoing attachments supported file types
Note: The default maximum file size limit is 40MB.
| Channel |
Audio |
Image |
Video |
Document |
| Website |
All |
All |
All |
All |
| Instagram |
aac, m4a, wav, mp4 (25mb) |
png, jpeg, gif (8mb) |
mp4, ogg, avi, mov, web (25mb) |
Not supported |
| Facebook |
All |
All |
All |
All |
| WhatsApp Cloud |
All |
All |
All |
All |
| WhatsApp Twilio |
mpeg, opus, ogg, amr(5mb) |
png, jpeg (5mb) |
mp4 (5mb) |
pdf (5mb) |
| Email |
All |
All |
All |
All |
| Telegram |
All |
All |
All |
All |
| Line |
Not supported |
png, jpeg |
mp4 |
Not supported |
| API |
All |
All |
All |
All |
“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
| Channel |
Channel greeting |
Attachments |
Agent Auto assignment |
Slack |
| Website |
Yes |
Yes |
Yes |
Yes |
| Facebook |
Yes |
Yes |
Yes |
Yes |
| Instagram |
Yes |
Yes |
Yes |
Yes |
| SMS |
Yes |
No |
Yes |
Yes |
| Whatsapp |
Yes |
Yes |
Yes |
Yes |
| Email |
Yes |
Yes |
Yes |
Yes |
| Telegram |
Yes |
Yes |
Yes |
Yes |
| Line |
Yes |
No |
Yes |
Yes |
| API |
Yes |
Yes |
Yes |
Yes |