| Platform Features | Chat | Messaging |
| Per agent billing | ✓ | -- |
| Per interaction billing (unlimited agents)
ℹWhat counts as a interaction?
We count interactions in terms of a "daily active relationship". 1 DAR is counted when you or your customer sends at least one message to the other during a calendar day. If an interaction continues from one calendar day into the next day, an additional DAR will be counted. |
-- | ✓ |
| Campaign Builder | ✓ | ✓ |
| Chat Engagements | ✓ | ✓ |
| Messaging Engagements | -- | ✓ |
| Direct Social Network Connectors
ℹSupported channels include:
Facebook Messenger, Apple Business Chat, Google RCS Business Messenger, Google Business Messages, WhatsApp Business, Instagram, Twitter, LINE, Viber, and WeChat Business |
-- | ✓ |
| Twilio SMS Connector | -- | ✓ |
| Email Connect | -- | ✓ |
| Conversation Builder AI Bots | -- | ✓ |
| Microsoft Bot Support | ✓ | ✓ |
| Additional 3rd Party Bot Support
ℹ You can provision:
IBM Watson, Google Dialogflow, Amazon Lex, or Microsoft bots |
-- | ✓ |
| Intent Manager
ℹ Live consumer intent detection with Conversation Builder Bots
|
-- | ✓ |
| Proactive Messaging
ℹComing soon
|
-- | ✓ |
| Agent Widget | Chat | Messaging |
| Real Time Live Chat | ✓ | ✓ |
| Asynchronous Conversations | -- | ✓ |
| Resumable Conversations | -- | ✓ |
| Previous Visitor Conversation History | -- | ✓ |
| Emoji Support | -- | ✓ |
| Direct Social Channel Support | -- | ✓ |
| Twilio SMS Channel Support | -- | ✓ |
| Email Channel Support | -- | ✓ |
| Co-browse | ✓ | ✓ |
| Voice & Video Escalation | ✓ | ✓ |
| Agent file share | ✓ | ✓ |
| Consumer file share | -- | ✓ |
| Rich Content and HTML Support | -- | ✓ |
| Pre/Post Chat Survey Data Stored in Dynamics | ✓ | ✓ |
| Transcript and Activity Data Stored in Dynamics | ✓ | ✓ |
| Case and Contact Linking in Dynamics | ✓ | ✓ |
| USD Client Support | ✓ | ✓ |
| Engagement Support | Chat | Messaging |
| Direct Social Channel Support | -- | ✓ |
| Twilio SMS Channel Support | -- | ✓ |
| Email Connect | -- | ✓ |
| Offline Messaging | -- | ✓ |
| AI bot driven Offline Engagements
ℹ Using Conversation Builder Bots
|
✓ | ✓ |
| AI bot driven Pre/Post Conversation Surveys
ℹ Using Conversation Builder Bots
|
✓ | ✓ |
| Static Pre/Post/Offline Chat Surveys | ✓ | -- |
| Bot Escalation to Human | ✓ | ✓ |
| Authenticated Engagements | ✓ | ✓ |
| Mobile SDKs | ✓ | ✓ |
| Engagement Targeting | ✓ | ✓ |
