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            Compare Messaging Channel Capabilities in Service Cloud

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            Compare Messaging Channel Capabilities in Service Cloud

            Explore the capabilities of Messaging channels in Service Cloud.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
            X icon This article doesn’t apply to: Standard Facebook Messenger, Standard SMS, and Bring Your Own Channel

            Setup and Routing

              Enhanced In-App Chat Enhanced Web Chat WhatsApp (Enhanced) Facebook Messenger (Enhanced) SMS (Enhanced) Apple Messages (Enhanced) LINE (Enhanced)
            Automated channel setup Yes Yes Yes Yes No Yes Yes
            Can upgrade from standard channels N/A N/A Yes Yes Yes N/A N/A
            Omni-Channel Flows routing Yes Yes Yes Yes Yes Yes Yes
            Queue-based routing Yes Yes Yes Yes Yes Yes Yes
            Enhanced routing Yes Yes Yes Yes Yes Yes Yes
            Tab-based capacity Yes Yes Yes Yes Yes Yes Yes
            Status-based capacity Yes Yes Yes Yes Yes Yes Yes
            Works in the Salesforce Mobile App Yes Yes Yes Yes Yes Yes Yes

            Messaging Session Start and End

              Enhanced In-App Chat Enhanced Web Chat WhatsApp (Enhanced) Facebook Messenger (Enhanced) SMS (Enhanced) Apple Messages (Enhanced) LINE (Enhanced)
            Customer can start session Yes Yes Yes Yes Yes Yes Yes
            Service rep can start session Yes No Yes Yes Yes Yes Yes
            Automated outbound messages Yes No Yes No Yes Yes Yes
            Broadcast (one-to-many) messaging N/A N/A N/A N/A No N/A N/A
            Service rep can end session Yes Yes Yes Yes Yes Yes Yes
            Service rep can mark session inactive Yes Yes Yes Yes Yes Yes Yes
            Customer can end session Yes Yes N/A N/A N/A Yes N/A

            Customer Experience

              Enhanced In-App Chat Enhanced Web Chat WhatsApp (Enhanced) Facebook Messenger (Enhanced) SMS (Enhanced) Apple Messages (Enhanced) LINE (Enhanced)
            Typing indicator: customer side Yes Yes No Yes N/A Yes No
            Typing indicator: service rep side Yes Yes No No N/A Yes No
            Read receipts: customer side Yes Yes No No N/A No No
            Read receipts: service rep side Yes Yes No No N/A No No
            Delivered receipts: customer side Yes Yes No Yes N/A Yes No
            Delivered receipts: service rep side Yes Yes Yes Yes N/A Yes Yes
            Estimated wait time for customers Yes Yes No No No No No
            Desktop application support N/A Yes Yes Yes N/A Yes Yes
            Window branding and customization Yes Yes N/A N/A N/A N/A N/A
            Hide messaging option outside of business hours Yes Yes N/A N/A N/A N/A N/A
            Let customers download conversation transcripts Yes Yes N/A N/A N/A N/A N/A

            Service Rep Experience

              Enhanced In-App Chat Enhanced Web Chat WhatsApp (Enhanced) Facebook Messenger (Enhanced) SMS (Enhanced) Apple Messages (Enhanced) LINE (Enhanced)
            Quick text Yes Yes Yes Yes Yes Yes Yes
            Einstein recommended replies Yes Yes Yes Yes Yes Yes Yes
            Rep-to-rep transfer Yes Yes Yes Yes Yes Yes Yes
            Rep-to-flow transfer Yes Yes Yes Yes Yes Yes Yes
            Rep-to-queue transfer Yes Yes Yes Yes Yes Yes Yes
            Flag raise Yes Yes Yes Yes Yes Yes Yes
            Supervisor whisper to reps Yes Yes Yes Yes Yes Yes Yes
            Multi-rep conferencing Yes Yes Yes Yes Yes Yes Yes
            View conversation transcripts Yes Yes Yes Yes Yes Yes Yes
            After-conversation work timer Yes Yes Yes Yes Yes Yes Yes
            Compatible with AI agents Yes Yes Yes Yes Yes Yes Yes
            Compatible with Einstein Bots Yes Yes Yes Yes Yes Yes Yes
            Conversation Catch-Up Yes Yes Yes Yes Yes Yes Yes
            Channel-object linking Yes Yes Yes Yes Yes Yes Yes
            Individual-object linking Yes Yes Yes Yes Yes Yes Yes
            Channel menu No Yes Yes Yes Yes Yes Yes

            Rich Content

              Enhanced In-App Chat Enhanced Web Chat WhatsApp (Enhanced) Facebook Messenger (Enhanced) SMS (Enhanced) Apple Messages (Enhanced) LINE (Enhanced)
            Emoji: customer to service rep Yes Yes Yes Yes Yes Yes Yes
            Emoji: service rep to customer Yes Yes Yes Yes Yes Yes Yes
            GIFs: customer to service rep Yes Yes No Yes Yes Yes No (stickers only)
            GIFs: service rep to customer Yes Yes No No No No No
            File sharing: customer to service rep Yes Yes Yes Yes Yes Yes Yes
            File sharing: service rep to customer Yes Yes Yes Yes Yes Yes Yes
            Video messages No No Yes Yes No Yes Yes
            Audio messages No No Yes Yes No Yes Yes
            Audio message recorder with playback No No Yes Yes No Yes No
            Enhanced link messaging components Yes Yes Yes (plain text only) Yes Yes (plain text only) Yes Yes (plain text only)
            Question with options messaging components Yes Yes Yes Yes Yes (plain text only) Yes Yes
            Time selector messaging components Yes Yes Yes Yes Yes (plain text only) Yes Yes (plain text only)
            Auto-response messaging components Yes Yes No No No No No
            Form messaging components Yes Yes Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes Yes (plain text only)
            Notification messaging components Yes Yes Yes Yes (plain text only, no flow support) Yes (plain text only) Yes Yes
            Payment messaging components Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes Yes (plain text only)
            Authentication messaging components Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes Yes (plain text only)
            Custom messaging components Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes (plain text only) Yes Yes (plain text only)
            Post-session survey Yes Yes Yes Yes Yes (plain text only) Yes Yes
            Right-to-left languages Yes Yes Yes Yes Yes Yes Yes

            Automated Responses

              Enhanced In-App Chat Enhanced Web Chat WhatsApp (Enhanced) Facebook Messenger (Enhanced) SMS (Enhanced) Apple Messages (Enhanced) LINE (Enhanced)
            Conversation acknowledgment Yes Yes Yes Yes Yes Yes Yes
            Service rep accept Yes Yes Yes Yes Yes Yes Yes
            Inactive conversation Yes Yes No No No No No
            End session Yes Yes Yes Yes Yes Yes Yes

            Security and Consent Management

              Enhanced In-App Chat Enhanced Web Chat WhatsApp (Enhanced) Facebook Messenger (Enhanced) SMS (Enhanced) Apple Messages (Enhanced) LINE (Enhanced)
            Sensitive data rules Yes Yes Yes Yes Yes Yes Yes
            Encryption at rest Yes Yes Yes Yes Yes Yes Yes
            Channel consent type: Implicit opt-in N/A N/A Yes Yes Yes Yes Yes
            Channel consent type: Explicit opt-in N/A N/A Yes Yes Yes Yes Yes
            Channel consent type: Double opt-in N/A N/A Yes Yes Yes Yes Yes
            Customers can opt out Yes Yes Yes Yes Yes Yes Yes

            See Also

             
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