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Compare Standard and Enhanced Facebook Messenger Channel Capabilities
View a side-by-side comparison of standard and enhanced Facebook Messenger channels. Going forward, new features are available exclusively in enhanced Facebook Messenger channels.
Required Editions
| View supported editions. | |
This article applies to:
|
Standard and Enhanced Facebook Messenger channels |
This article doesn’t apply to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
Important Standard Facebook Messenger channels were retired on February 14, 2026.
To avoid service interruptions, upgrade your standard Facebook Messenger channels to enhanced
channels now. Enhanced Facebook Messenger offers many of the standard Facebook Messenger features you love
plus session transfers, interactive messaging components, and AI agent support. See Upgrading from Standard to Enhanced Messaging.
Enhanced Facebook Messenger channels are built on our new conversation platform. The conversation platform also houses Service Cloud Voice, Enhanced Chat, and all other enhanced Messaging channels, such as WhatsApp. This shared platform has several benefits.
- When we roll out a new feature, it’s often shared across all channels on the conversation platform. Service reps get a consistent experience, regardless of channel.
- These channels are designed to scale beyond the customer support use case.
For an in-depth demo of upgrading a standard Facebook Messenger channel to enhanced, watch
this video: 
Upgrade from Standard to Enhanced Facebook Messenger.
| Capability | Standard Facebook Messenger | Enhanced Facebook Messenger |
|---|---|---|
| Setup and Routing | ||
| Automated channel setup | No | Yes |
| Can upgrade from standard channels | N/A | Yes |
| Omni-Channel Flow routing | Yes | Yes |
| Queue-based routing | Yes | Yes |
| Enhanced routing | No | Yes |
| Tab-based capacity | Yes | Yes |
| Status-based capacity | No | Yes |
| Available with Sales Cloud | Yes | Yes |
| Messaging Session Start and End | ||
| Customer can start session | Yes | Yes |
| Service rep can start session | Yes, via the Start Conversation quick action (beta) | Yes, via the Send Message global action |
| Automated outbound messages | Yes | Yes |
| Service rep can end session | Yes | Yes |
| Service rep can mark session inactive | No | Yes |
| Available session statuses | New, Waiting, Active, Ended | New, Consent, Waiting, Active, Inactive, Ended, Error |
| Customer Experience | ||
| Typing indicator: customer side | No | Yes |
| Typing indicator: service rep side | No | No |
| Read receipts: customer side | No | No |
| Read receipts: service rep side | No | No |
| Delivered receipts: customer side | No | Yes |
| Delivered receipts: service rep side | No | Yes |
| Desktop application support | Yes | Yes |
| Service Rep Experience | ||
| Quick text | Yes | Yes |
| Message templates | No | Yes |
| Einstein recommended replies | No | Yes |
| Rep-to-rep transfer | No | Yes |
| Rep-to-flow transfer | No | Yes |
| Rep-to-queue transfer | No | Yes |
| Flag raise | No | Yes |
| Supervisor whisper to service reps | No | Yes |
| Multi-rep conferencing | No | Yes, up to 2 reps |
| Conversation transcripts | Yes | Yes. When a channel is upgraded from standard to enhanced, the Enhanced Conversation component doesn't show messages that were exchanged with the customer before the upgrade. Service reps must open individual messaging session records to see them. In the first post-upgrade conversation with a customer, the rep can check the customer's most recent messaging sessions in the channel to learn what was discussed. |
| After-conversation work timer | Yes | Yes |
| Compatible with AI agents | No | Yes |
| Compatible with Einstein Bots | Yes, in Lightning Experience only | Yes |
| Channel-object linking | Yes | Yes |
| Individual-object linking | Yes | Yes |
| Channel menu | Yes | Yes |
| Content Sharing | ||
| File sharing | Yes | Yes |
| Text | Yes, up to 2,000 characters | Yes, up to 2,000 characters |
| Emoji | Yes | Yes |
| Images | Yes, up to 25 MB: .jpg, .jpeg, .png | Yes, up to 25 MB: .jpg, .jpeg, .png, .bmp, .tiff |
| Documents | No | Yes, up to 25 MB: .txt, .pdf, .psd, .rtf, .xls, .xml, .exe, .zip. When service reps send a PDF, customers must download the file to open it. |
| Audio files | No | Yes, up to 25 MB: .mp3 |
| Audio message recorder with playback | No | Yes |
| Video files | No | Yes, up to 25 MB: .mov, .mp4, .3gp |
| GIFs | Yes | Yes, inbound only |
| Enhanced link messaging components | No | Yes |
| Question with options messaging components | No | Yes |
| Time selector messaging components | No | Yes |
| Auto-response messaging components | No | No |
| Form messaging components | No | Yes (plain text only) |
| Notification messaging components | No | Yes (plain text only, no flow support) |
| Payment messaging components | No | Yes (plain text only) |
| Authentication messaging components | No | Yes (plain text only) |
| Custom messaging components | No | Yes (plain text only) |
| Post-session survey | No | Yes |
| Right-to-left languages | No | Yes |
| Automated Responses | ||
| Conversation acknowledgment | Yes | Yes |
| Service rep accept | Yes | Yes |
| After-hours response | Yes, in Salesforce Classic only | No |
| Inactive conversation | No | No |
| End session | Yes | Yes |
| Security and Consent Management | ||
| Sensitive data rules | Yes | Yes |
| Encryption at rest | Yes | Yes |
| Channel consent type: Implicit opt-in | Yes | Yes |
| Channel consent type: Explicit opt-in | No | Yes |
| Channel consent type: Double opt-in | No | Yes |
| Customers can opt out | Yes | Yes |
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