Media Channels

Hybrid Chat provides integration with media channels including Facebook, WhatsApp, Viber, Web-Chat, and SMS. For further details on each of the supported channels, follow the relevant links below: 


For developing additional chat channels, use the Channel Integration API. See Channel Manager Configuration Guide for channel settings. 

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Chat Channel Capabilities

Customer Channels supported by CIM Customer Channel Manager are the following. 

CapabilityDescriptionWeb ChatSMSFacebookWhatsAppViberTelegram
Plain textPlain text message in any supported language(tick)

(tick)

(tick)(tick)

(tick)

(error)
File message
(tick)(minus)(tick)(tick)(tick)tinymce.emotions_dlg.error
Emoji
(tick)(question)(tick)(tick)(tick)tinymce.emotions_dlg.error
Outbound Message TemplatesFor example, WhatsApp Template Messages for outbound, Viber Broadcast messages(minus)(error)(error)(error)(error)(error)
Structured MessagesViber Keyboards, FB Message Templates(error)(minus)(tick)(error)(tick)(error)
Carousal MessageRich Media Messaging(error)(minus)(tick)(error)(tick)(error)
Buttons Message
(tick)(tick)(tick)(tick)(tick)(error)
WebRTCInitiate WebRTC session between the customer and the agent. The WebRTC session is started in a separate browser tab.(tick)(tick)(tick)(tick)(tick)(error)
Video Message
(error)(minus)(tick)(error)(tick)(error)
Image Message
(error)(minus)(tick)(error)(tick)(error)
File Message
(error)(minus)(tick)(error)(tick)(error)
URL Message
(error)(error)(tick)(error)(tick)(error)
Contact Message
(error)(error)(tick)(error)(tick)(error)
Location Message
(error)(error)(tick)(error)(tick)(error)
Audio message
(error)(minus)(error)(error)(error)(error)

Note: (tick)Supported, (error) Not Supported, (minus) Not Available