Rich Content Support
Many digital channels
Various voice and digital communication mediums that facilitate customer interactions in a contact center. can send rich content in messages to contacts The person interacting with an agent, IVR, or bot in your contact center.. Rich message content includes list pickers, time pickers, quick replies, rich links, or forms.
Not every digital channel supports rich content. Also, some channels support sending rich content by live agents, API-based use cases, or both.
Each channel that supports this type of content has a table on this page. The tables show the types of rich content Elements in digital messaging such as buttons, images, menus, and option pickers. available for that channel and how it can be sent:
- Live Agents: Supported in the agent application.
- API: Supported for API-based use cases, such as virtual agents.
Channels that aren't listed do not currently have rich content support. If you send rich content to contacts The person interacting with an agent, IVR, or bot in your contact center. on those channels, they receive the configured fallback text A plain text alternative sent when the destination doesn't support rich media. instead.
How you configure rich content depends on the type you want to send. Some rich content is configurable as quick responses or under Rich Message Settings. Other types are configurable under the channel: email, Apple Messages for Business, and WhatsApp. You can also work with rich message content in Studio scripts.
Apple Messages for Business
| Content Type | Live Agents | API |
|---|---|---|
| Adaptive Cards | No | Uses fallback text |
| Form Message | Yes | Yes |
| HTML & Markdown Text | No | No |
| Images | Yes | Yes |
| List Picker | Yes | Yes |
| Quick Replies | Yes | Yes |
| Rich Link | Yes | Yes |
| Time Picker | Yes | Yes |
| xApps | No | No |
Digital Chat
| Content Type | Live Agents | API |
|---|---|---|
| Adaptive Cards | No | Yes |
| Form Message | Uses fallback text |
Varies* URL opens in browser where contacts |
| HTML & Markdown Text | No | Yes |
| Images | Yes | Yes |
| List Picker | Yes | Yes |
| Quick Replies | Yes | Yes |
| Rich Link | Yes | Yes |
| Time Picker | Uses fallback text | Uses fallback text |
| xApps | No | Cognigy AIvirtual agents A software application that handles customer interactions in place of a live human agent. only; requires redesigned chat window. |
* The digital chat experience for form messages sent by a virtual agent A software application that handles customer interactions in place of a live human agent. depends on the virtual agent provider you use. Sometimes the system sends a fallback URL that opens in a browser, where contacts can fill out the form. Other times, the message appears as a native form in the chat window.
| Content Type | Live Agents | API |
|---|---|---|
| Adaptive Cards | No | Uses fallback text |
| Form Message | Uses fallback text | Uses fallback text |
| HTML & Markdown Text | Yes | Yes |
| Images | Yes | Yes |
| List Picker | Uses fallback text | Uses fallback text |
| Quick Replies | Uses fallback text | Uses fallback text |
| Rich Link | Uses fallback text | Uses fallback text |
| Time Picker | Uses fallback text | Uses fallback text |
| xApps | No | No |
Facebook Messenger
| Content Type | Live Agents | API |
|---|---|---|
| Adaptive Cards | No | Uses fallback text |
| Form Message | Uses fallback text | Uses fallback text |
| HTML & Markdown Text | No | No |
| Images | Yes | Yes |
| List Picker | Yes | Yes |
| Quick Replies | Yes | Yes |
| Rich Link | Yes | Yes |
| Time Picker | Uses fallback text | Uses fallback text |
| xApps | No | No |
SMS Messaging
| Content Type | Live Agents | API |
|---|---|---|
| Adaptive Cards | No | Uses fallback text |
| Form Message | Uses fallback text | Uses fallback text |
| HTML & Markdown Text | No | No |
| Images | Yes | Yes |
| List Picker | Uses fallback text | Uses fallback text |
| Quick Replies | Uses fallback text | Uses fallback text |
| Rich Link | Uses fallback text | Uses fallback text |
| Time Picker | Uses fallback text | Uses fallback text |
| xApps | No | No |
| Content Type | Live Agents can send | live agents can receive | API |
|---|---|---|---|
| Adaptive Cards | No | No | Uses fallback text |
| Contact cards | No | Yes | Yes |
| Form Message | Uses fallback text | No | Uses fallback text |
| HTML & Markdown Text | Yes | No | Yes |
| Images | Yes | Yes | Yes |
| List Picker | Yes | No | Yes |
| Location | No | Yes | No |
| Location Request | Yes | No | Yes |
| Phone Number Request | Yes | No | Yes |
| Quick Replies | Yes | No | Yes |
| Rich Link | Yes | No | Yes |
| Time Picker | Uses fallback text | No | Uses fallback text |
| xApps | No | No | No |
Mobile SDK
| Content Type | Live Agents | API |
|---|---|---|
| Adaptive Cards | No | No |
| Form Message | No |
Varies* URL opens in browser where contacts |
| HTML & Markdown Text | No | No |
| Images | Yes | Yes |
| List Picker | Yes | Yes |
| Quick Replies | Yes | Yes |
| Rich Link | Yes | Yes |
| Time Picker | No | No |
| xApps | No | No |