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 | |
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: