Classic Unity SDK vs Unity SDK with messaging capabilities

Note: Unity SDK with messaging is currently in an Early Access Program (EAP). To use this feature, sign up for the early access program. For documentation on the currently released Unity SDK, see Unity SDK overview.

This document compares the features and supported content types in Classic Unity SDK and Unity SDK with messaging.

Feature		Classic Unity SDK	Unity SDK with messaging
Agent avatar	Ability for agents or bots to have a customized avatar	No	Yes for agents, no for bots
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 (mobile only)	No	No
Flow Builder	Zendesk Flow Builder	No	Yes
Help center navigation	Navigate through help center articles in the UI	Yes	No
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	No
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	No

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	No No

Structured messages		Classic Unity SDK	Unity SDK with messaging
Carousel	Send (business to user) Receive (user to business)	No No	No No
Compound message	Send Receive	No No	No No
Form	Send Receive	No, only have the form view No	Yes No
List	Send Receive	No No	No No