Classic Unity SDK vs Zendesk SDK for Unity (Messaging)
This document compares the features and supported content types in Classic Unity SDK and Zendesk SDK for Unity (Messaging).
| Feature | Classic Unity SDK | Zendesk SDK for Unity (Messaging) | |
|---|---|---|---|
| Agent avatar | Ability for agents or bots to have a customized avatar | No | Yes |
| API and third-party integration | Customize the conversation experience using APIs and third-party chatbot | No | Yes, with Sunshine Conversations license |
| Article in-app viewing | Viewing the articles in-app | Yes | Yes |
| Article suggestions | Answer Bot recommends articles | No | Yes |
| Asynchronous | End users can leave and return to the conversation | Yes | Yes |
| Customizable UI | Customize the conversations UI | Yes | Yes |
| Dark mode | Dark mode support | No | No |
| Flow Builder | Zendesk Flow Builder | No | Yes |
| Help center navigation | Navigate through help center articles in the UI | Yes | Yes |
| Metadata to agent interface | Ability to send custom metadata to the agent interface | Yes, as custom ticket fields and tags | Yes, as custom ticket fields and tags |
| Multiple | Conduct multiple conversations with the same company simultaneously | Yes | No |
| Persistent | Full view of past messages | Yes | Yes |
| Portable | Conduct a conversation across multiple platforms | Yes, if authenticated | Yes, if authenticated |
| Push notifications | Send pushes to update your users (mobile only) | No, but an API can be used to indicate new messages | No, but an API can be used to indicate new messages |
| Rating interaction | Ability for end users to provide feedback and comment | Yes | Yes |
| Rich content | Carousels, forms, lists, etc | No, only links | Yes |
| Skill-based routing | Route conversation to correct agent and teams | No | No |
| User authentication | User authentication using JWT | Yes | Yes |
Supported content types and structured messages
| Content types | Classic Unity SDK | Unity SDK with messaging | |
|---|---|---|---|
| Emoji | Send (business to user) Receive (user to business) | No No | No No |
| File | Send Receive | No No | No No |
| GIF | Send Receive | No No | No No |
| Image* | Send Receive | Yes Yes | Yes Yes |
| Location | Send Receive | No No | No No |
| Text | Send Receive | Yes Yes | Yes Yes |
*Supported image formats you can upload and view:
- PNG
- JPG
- JPEG
- BMP - can be uploaded but will not display a preview on the conversation window
- HEIC - can be uploaded but will not display a preview on the conversation window
| Action types | Classic Unity SDK | Unity SDK with messaging | |
|---|---|---|---|
| Link | Send (business to user) Receive (user to business) | Yes No | Yes** No |
| Postback messages (save response) | Send (business to user) Receive (user to business) | Yes No | Yes** Yes |
**Postback messages are supported by bot builder and in the Zendesk SDK for Unity 2.2.0 and later.
| Structured messages | Classic Unity SDK | Unity SDK with messaging | |
|---|---|---|---|
| Carousel | Send (business to user) Receive (user to business) | No No | Yes No |
| Compound message | Send Receive | No No | Yes*** No |
| Form | Send Receive | No, only have the form view No | Yes No |
| List | Send Receive | No No | Yes No |
***Currently, images are not supported in compound messages.