Media Channels

Hybrid Chat provides integration with media channels including Facebook, WhatsApp, Twitter, 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 ChatSMSFacebookWhatsAppViberTwitterTelegram
Plain textPlain text message in any supported language(tick)

(tick)

(tick)(tick)

(tick)

    (tick)(error)
Emoji
(tick)(question)(tick)(tick)(tick)(error)tinymce.emotions_dlg.error
Outbound Message TemplatesFor example, WhatsApp Template Messages for outbound, Viber Broadcast messages(minus)(error)(error)(error)(error)(error)(error)
Structured MessagesViber Keyboards, FB Message Templates(error)(minus)(tick)(error)(tick)(tick)(error)
Carousal MessageRich Media Messaging(error)(minus)(tick)(error)(tick)(error)(error)
Buttons Message
(tick)(tick)(tick)(tick)(tick)(error)(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)(error)
Video Message
(error)(minus)(tick)(tick)(tick)(tick)(error)
Image Message
(error)(minus)(tick)(tick)(tick)(tick)(error)
File Message
(tick)(minus)(tick)(tick)(tick)(error)(error)
URL Message
(error)(error)(tick)(tick)(tick)(error)(error)
Contact Message
(error)(error)(error)(error)(tick) (error)(error)
Location Message
(error)(error)(error)(error)(tick)(error)(error)
Audio message
(error)(minus)

(tick)

(tick)(error)(error)(error)

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