Customer Channels

Chat Channel Capabilities

Customer Channels supported by Expertflow CX's Customer Channel Manager are the following. 
CapabilityDescriptionWeb Chat

SMS

(Via SMPP)

SMS/MMS Via Twilio

Facebook

(Social Media)

Facebook

(Direct Message)

WhatsAppTelegramInstagram (Social Media)

Instagram

(Direct Message)

Twitter

(Direct Message)

Viber
Plain textPlain text message in any supported language(tick)

(tick)

(tick)(tick)(tick)(tick)(tick)
(tick)(tick)

(error)

Buttons Message
(tick)(error)(error)(tick)(error)(tick)(error)
(tick)(tick)(error)
Video Message
(tick)(error)(tick)(tick)(tick)(tick)(error)
(tick)(tick)(error)
Audio message
(tick)(error)(tick)

(tick)

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

Note: (tick)Supported, (error) Not Supported, (minus) Channel not capable



Expertflow CX 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: 


Expertflow continues to add more digital channels in its list of supported media channels. You may develop your own chat channel following the Channel Connector Developer Guide.