Web Widget and SDK capabilities

This document contains a list of the features and contents present in the Web Widget and SDKs.
Similar documents are available for the Classic SDKs and for Sunshine Conversation.

Feature Web Android iOS Unity
Agent avatar Ability for agent/bot to have a customised Avatar Yes Yes Yes Yes
Article in-app viewing Viewing the articles in-app n/a No No Yes
Article suggestions Answer Bot recommends article Yes Yes Yes Yes
API and 3rd party integration Customize the conversation experience using APIs and third party chatbot Yes with Sunshine Conversations license Yes with Sunshine Conversations license Yes with Sunshine Conversations license Yes with Sunshine Conversations license
Asynchronous End users can leave and come back to the conversation Yes Yes Yes Yes
Custom launcher Customize the button customers click to open the widget Yes No No No
Customizable UI Customize the conversation UI Yes Yes Yes Yes
Dark mode Dark mode support (mobile only) n/a Yes Yes No
Flow Builder Zendesk Flow Builder Yes Yes Yes Yes
Help Center navigation Navigate through help center articles in UI n/a No No No
Messaging Messaging functionality through a website or help center Yes Yes Yes No
Multiple Conduct multiple conversations with the same company simultaneously No No No No
Persistent Full view of past messages Yes Yes Yes Yes
Portable Conduct a conversation across multiple platforms Yes Yes Yes No
Push notifications Send pushs to update your users (mobile only) n/a Yes Yes No
Rating interaction Ability for end user to provide feedback and comment Yes Yes Yes Yes
Rich content Carousels, forms, list, and more. See Supported content types and structured messages Yes Yes Yes Yes
Skill-based routing Route conversation to right agent and teams No No No No
User authentication User authentication using JWT Yes on Sunshine Yes on Sunshine Yes on Sunshine No

Supported content types and structured messages

Content types Web Android iOS Unity
-> Send (Business to user)
<- Receive (User to Business)
Text ->
<-
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Image ->
<-
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
File ->
<-
Yes
Yes
Yes
Yes
Yes
Yes
No
No
Emoji ->
<-
Yes
Yes
Yes
Yes
Yes
Yes
No
No
GIF ->
<-
Yes
Yes
Yes
Yes
Yes
Yes
No
No
Location ->
<-
No
No
No
No
No
No
No
No
Action types on Text, Image and Carousel Web Android iOS Unity
-> Send (Business to user)
<- Receive (User to Business)
Link ->
<-
Yes
No
Yes
No
Yes
No
Yes
No
Webview ->
<-
Yes*
No
Yes*
No
Yes*
No
Yes*
No
Extension ->
<-
No
No
No
No
No
No
No
No
Buy ->
<-
No
No
No
No
No
No
No
No
Postback ->
<-
No
No
No
No
No
No
No
No
Quick Replies ->
<-
Yes
No
Yes
No
Yes
No
Yes
No
Location Request ->
<-
No
No
No
No
No
No
No
No

*Webview behaves Links; clicking it uses the fallback URL.

Structured messages Web Android iOS Unity
-> Send (Business to user)
<- Receive (User to Business)
Text message with button(s)

Max number of buttons per text message
->
<-
Yes
No
10
Yes
No
1
Yes
No
10
Yes
No
10
Image message with button(s)

Max number of buttons per text message
->
<-
Yes
No
10
Yes
No
3
Yes
No
10
Yes
No
10
Carousel

Title
Description
Link
Max number of buttons per slide
->
<-
Yes*
No
Yes
Yes
Yes
3
Yes*
No
Yes
Yes
Yes
1
Yes*
No
Yes
Yes
Yes
3
No
No
Form ->
<-
Yes
No
Yes
No
Yes
No
Yes
No
List ->
<-
No
No
No
No
No
No
No
No

*When the Flow Builder is presenting articles or by a bot when plugged into the Flow Builder.

UI Indicators Web Android iOS Unity
-> Send (Business to user)
<- Receive (User to Business)
Typing ->
<-
Yes
Yes
Yes
Yes
Yes
Yes
No
No
Read ->
<-
Yes
Yes
Yes
Yes
Yes
Yes
No
No
Conversation start ->
<-
Yes
Yes
Yes
Yes
Yes
Yes
No
No
Delivery Event Web Android iOS Unity
-> Send (Business to user)
<- Receive (User to Business)
Delivered to channel ->
<-
No
Yes
No
Yes
No
Yes
No
No
Delivered to user ->
<-
No
Yes
No
Yes
No
Yes
No
No
Account Linking Web Android iOS Unity
via Web Messenger n/a n/a n/a n/a
via API n/a n/a n/a n/a
via Link Requests n/a n/a n/a n/a
Fields Validation on Forms Web Android iOS Unity
Text Field Yes Yes Yes Yes
Email Yes Yes Yes Yes
Dropdown Yes Yes Yes Yes
  • Text Fields cannot be empty.
  • Emails cannot be empty and must follow email format.
  • Dropdown must have a value selected.

More information

For more information around the platforms limitations and known issues: