Overview
Channels are the communication platforms that enable you to connect with your customers across their preferred messaging apps and services. The Router platform supports a diverse range of channels - from widely adopted platforms like WhatsApp, SMS, and Facebook Messenger to custom channels like Slack and Microsoft Teams. Each channel has its own native capabilities and feature sets: some support rich media like images, videos, and interactive carousels, while others are limited to text-based communication. This documentation provides detailed compatibility information to help you understand which message types, media formats, and interactive elements are supported on each platform.
Supported channels
Business Messaging
Our platform supports many different channels, ensuring broad reach for your communication needs. Each channel has different capabilities depending on the features it natively supports. To help you understand what's possible on each channel, we've created a comprehensive compatibility matrix below.
This matrix shows which message types are supported across each messaging channel. Understanding these capabilities will help you design conversations that work optimally for your target audience's preferred platforms.
Legend
Before reviewing the compatibility matrix, please familiarize yourself with the following symbols:
| Character | Meaning |
|---|---|
| √ | Full support |
| - | Supported in the channel but not in the router |
| x | Not supported by the channel |
Channel compatibility matrix
| Conversation item type | ABC | Viber | RCS | SMS | Facebook Messenger | Google Business Messages | Instagram Messaging | Telegram Messenger | LINE | |
|---|---|---|---|---|---|---|---|---|---|---|
| - Text formatting | √ | x | x | x | x | √ | √ | √ | √ | √ |
| - URL previews | √ | √ | x | x | x | √ | √ | √ | √ | x |
| Media | √ | √ | √ | √ | x | √ | √ | √ | √ | √ |
| - Image | √ | √ | √ | √ | x | √ | √ | √ | √ | √ |
| - Video | √ | √ | x | √ | x | √ | x | x | √ | √ |
| - Audio | √ | √ | x | √ | x | √ | x | x | √ | x |
| - Rich card | x | x | - | - | x | - | - | - | x | x |
| - Rich card carousel | x | x | x | √ | x | √ | √ | x | x | x |
| Location | √ | x | x | √ | x | x | x | x | x | x |
| Contact | - | x | x | x | x | x | x | x | x | x |
| Template | - | x | x | x | x | x | x | x | x | x |
| List picker | x | √ | x | x | x | x | x | x | x | x |
| Time picker | x | - | x | x | x | x | x | x | x | x |
| OAuth2 | x | - | x | x | x | x | x | x | x | x |
| Custom app | x | - | x | x | x | x | x | x | x | x |
| Payment | x | √ | x | x | x | x | x | x | x | x |
| Suggestions | x | √ | √ | √ | x | √ | √ | √ | x | x |
| - OpenUrl | x | √ | √ | √ | x | √ | √ | x | x | x |
| - Create Calendar Event | x | x | x | √ | x | x | x | x | x | x |
| - Dial | x | x | x | √ | x | √ | √ | x | x | x |
| - ViewLocation | x | x | x | √ | x | x | x | x | x | x |
| - Reply | x | x | x | √ | x | √ | √ | √ | x | x |
| - Login | x | x | x | x | x | - | x | x | x | x |
| - Logout | x | x | x | x | x | - | x | x | x | x |
| - ViewProduct | x | x | x | x | x | - | x | x | x | x |
TwoWay
TwoWay supports all Business Messaging channels listed above, plus the following custom channels:
-
CX Web Conversations - For website-based customer interactions
-
**Slack **- For team collaboration and customer support workflows
-
Microsoft Teams - For enterprise communication and collaboration
-
Custom - For custom integrations not related to the other predefined channels
TwoWay supports most message types available in the Business Messaging API, giving you full flexibility when designing your conversation flows. This means you can use text, media, interactive elements, and other message types across all TwoWay supported channels.
🚧 TwoWay limitations with custom channels
While TwoWay supports the custom channels listed above, there is an important limitation to be aware of: do not send messages through custom channels (like CX Web Conversations or Slack) to Business Messaging channels. Messages sent in this configuration will be dropped and will not reach their intended recipients. Always ensure that messages are routed to the appropriate channel type to guarantee successful delivery.