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.

FeatureWebAndroidiOSUnity
Agent avatarAbility for agent/bot to have a customised AvatarYesYesYesYes
Article in-app viewingViewing the articles in-appn/aYes with limitationsYes with limitationsYes
Article suggestionsAnswer Bot recommends articleYesYesYesYes
API and 3rd party integrationCustomize the conversation experience using APIs and third party chatbotYes using Sunshine Conversations APIsYes using Sunshine Conversations APIsYes using Sunshine Conversations APIsYes using Sunshine Conversations APIs
AsynchronousEnd users can leave and come back to the conversationYesYesYesYes
Custom launcherCustomize the button customers click to open the widgetYesNoNoNo
Customizable UICustomize the conversation UIYesYesYesYes
Dark modeDark mode support (mobile only)n/aYesYesNo
Flow BuilderZendesk Flow BuilderYesYesYesYes
Help center navigationNavigate through help center articles in UIn/aNoNoNo
HyperlinkingWeb URLs, emails, and numbers are automatically hyperlinked in the conversationYes, except for numbersYesYesNo
MessagingMessaging functionality through a website or help centerYesYesYesNo
MultipleConduct multiple conversations with the same company simultaneouslyNoNoNoNo
PersistentFull view of past messagesYesYesYesYes
PortableConduct a conversation across multiple platformsYesYesYesYes
Push notificationsSend pushs to update your users (mobile only)n/aYesYesNo
Rating interactionAbility for end user to provide feedback and commentYesYesYesYes
Rich contentCarousels, forms, list, and more. See Supported content types and structured messagesYesYesYesYes
Skill-based routingRoute conversation to right agent and teamsNoNoNoNo
User authenticationUser authentication using JWTYes using Sunshine Conversations APIsYes using Sunshine Conversations APIsYes using Sunshine Conversations APIsYes

Supported content types and structured messages

Content typesWebAndroidiOSUnity
-> 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 CarouselWebAndroidiOSUnity
-> 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 messagesWebAndroidiOSUnity
-> 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 IndicatorsWebAndroidiOSUnity
-> 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 EventWebAndroidiOSUnity
-> 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 LinkingWebAndroidiOSUnity
via Web Messengern/an/an/an/a
via APIn/an/an/an/a
via Link Requestsn/an/an/an/a
Fields Validation on FormsWebAndroidiOSUnity
Text FieldYesYesYesYes
EmailYesYesYesYes
DropdownYesYesYesYes
  • 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: