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 | -- | ✓ |
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
|
-- | ✓ |
Generative AI | -- | ✓ |
Voice Bots | -- | ✓ |
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 | -- | ✓ |
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 | ✓ | ✓ |
Messaging Channels | Chat | Messaging |
-- | ✓ | |
-- | ✓ | |
-- | ✓ | |
SMS | -- | ✓ |
Apple Messages for Business | -- | ✓ |
WhatsApp Business | -- | ✓ |
Line Connector | -- | ✓ |
Viber | -- | ✓ |
WeChat Business | -- | ✓ |
Kako Talk | -- | ✓ |