Features and Limitations of Chat Platform in Communication Channels
Chat Platform offers many functions for agents to use while chatting with customers. However, when it comes to communication channels through which users submit their requests, it is sometimes found that certain channels may not support some features. This is beyond the control of Chat Platform's staff. Therefore, for your convenience, the availability of certain communication channel features and limitations on field lengths are described in this article.
Messengers
| Functionality | Role | Telegram | Viber | |
|---|---|---|---|---|
| Maximum message length | Agent | 4096 characters | 4096 characters | 7000 characters |
| Visitor | 4096 characters | 1024 characters | 1000 characters | |
| Quoting messages | Agent | Supported | Not supported | Not supported |
| Visitor | Supported | Supported | Not supported | |
| Editing messages | Agent | Supported | Not supported | Not supported |
| Visitor | Supported | Not supported | Not supported | |
| Deleting messages | Agent | Supported | Not supported | Not supported |
| Visitor | Visitors can delete their messages in Telegram, but it won't disappear from Agent Workspace. | Visitors can delete their WhatsApp messages, but it won't disappear from Agent Workspace. | Visitors can delete their messages in Viber, but it won't disappear from Agent Workspace. | |
| Sending emoticons | Agent (display in the visitor's channel) | Supported | Supported | Supported |
| Visitor (display in Agent Workspace) | Supported | Supported | Graphic emoticons do not reach Agent Workspace. Instead, words come in parentheses, for example, *(mad)*. | |
| Text style | Agent | Not supported | Not supported | Not supported |
| Visitor | In Telegram it is supported, but in Agent Workspace messages come without a style. | Not supported | Not supported | |
| Sending hyperlinks | Agent | Hyperlinks reach the visitor in the form: "link text https://link" | Hyperlinks reach the visitor in the form: "link text https://link" | Hyperlinks reach the visitor in the form: "link text https://link" |
| Visitor | In Telegram it is supported, but in Agent Workspace messages come without a hyperlinks. | Not supported | Not supported | |
| Sending files * | Agent | Supported | Supported | Supported; images come to Viber as files. |
| Visitor | Supported | Supported | Supported | |
| Sending audio | Agent | The Agent's audio file comes to Telegram as audio, but under the name from the file's metadata. | The Agent's audio file comes to WhatsApp as a file. | The Agent's audio file comes to Viber as a file. |
| Visitor | The visitor's audio file arrives in Agent Workspace as a download file. The original file name is lost. | Supported | The audio file comes as a file for download. | |
| Sending a video | Agent | The video file comes to Telegram as a video with pre-play. | The Agent's video file comes to WhatsApp as a download file. | The Agent's video file comes to Viber as a download file. |
| Visitor | The visitor's video file arrives in Agent Workspace as a download file. The original file name is lost. | Supported | The audio file comes to Agent Workspace as a download file. | |
| Sending button messages | Agent | Supported, the visitor is prompted to select a button. | The choices come in a text message as a numbered list. | The choices come in a text message as a numbered list. |
| Sending geolocation | Visitor | Supported | Supported | Supported |
| Sending voice messages | Visitor | Supported | Supported | Supported |
Widget on site
| Functionality | Role | Widget on site |
|---|---|---|
| Maximum message length | Agent | 32000 characters |
| Visitor | 32000 characters | |
| Quoting messages | Agent | Supported |
| Visitor | Supported | |
| Editing messages | Agent | Supported |
| Visitor | Supported | |
| Deleting messages | Agent | Not supported |
| Visitor | Supported | |
| Sending emoticons | Agent (display in the interface of the visitor) | Supported |
| Visitor (display in Agent Workspace) | Supported | |
| Text style | Agent | Not supported |
| Visitor | Not supported | |
| Sending hyperlinks | Agent | Supported |
| Visitor | Supported | |
| Sending files* | Agent | Supported |
| Visitor | Supported | |
| Sending audio | Agent | Supported |
| Visitor | Supported (in formats .oga and .ogg) |
|
| Sending a video | Agent | Not supported |
| Visitor | Not supported | |
| Sending button messages | Agent | Supported |
| Sending geolocation | Visitor | Not supported |
| Sending voice messages | Visitor | Not supported |
File Sending Limitations in Chat
Partly, the permissibility of visitors sending certain files across various channels depends on the restrictions of the channels themselves. However, even without these restrictions, this ability may be limited by Chat Platform account settings - specifically, whether a visitor can send files at all and, if so, with what extensions and weight. These restrictions and settings on the Chat Platform side are detailed in the article about handling sent files.
A visitor can send files only with extensions specified in the allowed_upload_file_types parameter in the account config settings and with corresponding content types (parameter allowed_upload_file_content_types). If a file's extension and/or content type do not match what's allowed, the system will not send it.
Field Length Limitations
| Field | Limitation |
|---|---|
| Staff Internal Name | 64 characters |
| Staff Name Visible to Visitors | 30 characters |
| Department Name | 64 characters |