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: