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	Yes with limitations	Yes with limitations	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 using Sunshine Conversations APIs	Yes using Sunshine Conversations APIs	Yes using Sunshine Conversations APIs	Yes using Sunshine Conversations APIs
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	Yes
Hyperlinking	Web URLs, emails, and numbers are automatically hyperlinked in the conversation	Yes, except for numbers	Yes	Yes	Yes for URLs
Messaging	Messaging functionality through a website or help center	Yes	Yes	Yes	No
Multiple	Conduct multiple conversations with the same company simultaneously	Yes	Yes	Yes	Yes
Persistent	Full view of past messages	Yes	Yes	Yes	Yes
Portable	Conduct a conversation across multiple platforms	Yes	Yes	Yes	Yes
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 using Sunshine Conversations APIs	Yes using Sunshine Conversations APIs	Yes using Sunshine Conversations APIs	Yes

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	Yes No	Yes No	No No
Buy	-> <-	No No	No No	No No	No No
Postback	-> <-	No No	Yes No	Yes 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	Yes* No Yes Yes Yes 3
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 Yes
Read	-> <-	Yes Yes	Yes Yes	Yes Yes	No Yes
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:

• Android
• iOS
• Unity