--- schema_version: "1" id: 128ceb4a09c6f98708b18551a0877cbd2ab33e490b05a35482cb5e5b609102fb title: Compare Messaging Channel Capabilities collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_managed_package_lex_differences.md canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: f93fe5cc2436e958244163ed80f9593574abd7ee401df6f6074f685d5372c0a8 description: Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud). products: - Service Cloud - Digital Engagement release: "264" --- # Compare Messaging Channel Capabilities Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
X icon This article doesn’t apply to: Standard SMS, and Bring Your Own Channel
- [Setup and Routing](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Messaging Session Start and End](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Customer Experience](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Service Rep Experience](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Rich Content](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Automated Responses](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Security and Consent Management](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) ## Setup and Routing |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Automated channel setup | Yes | Yes | Yes | Yes | No | Yes | Yes | | Can upgrade from standard channels | N/A | N/A | Yes | Yes | Yes | N/A | N/A | | Omni-Channel Flows routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Queue-based routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Enhanced routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Tab-based capacity | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Status-based capacity | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Works in the Salesforce Mobile App | Yes | Yes | Yes | Yes | Yes | Yes | Yes | ## Messaging Session Start and End |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Customer can start session | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Service rep can start session | Yes | No | Yes | Yes | Yes | Yes | Yes | | Automated outbound messages | Yes | No | Yes | No | Yes | Yes | Yes | | Broadcast (one-to-many) messaging | N/A | N/A | N/A | N/A | No | N/A | N/A | | Service rep can end session | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Service rep can mark session inactive | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Customer can end session | Yes | Yes | N/A | N/A | N/A | Yes | N/A | ## Customer Experience |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Typing indicator: customer side | Yes | Yes | No | Yes | N/A | Yes | No | | Typing indicator: service rep side | Yes | Yes | No | No | N/A | Yes | No | | Read receipts: customer side | Yes | Yes | No | No | N/A | No | No | | Read receipts: service rep side | Yes | Yes | No | No | N/A | No | No | | Delivered receipts: customer side | Yes | Yes | No | Yes | N/A | Yes | No | | Delivered receipts: service rep side | Yes | Yes | Yes | Yes | N/A | Yes | Yes | | Estimated wait time for customers | Yes | Yes | No | No | No | No | No | | Desktop application support | N/A | Yes | Yes | Yes | N/A | Yes | Yes | | Window branding and customization | Yes | Yes | N/A | N/A | N/A | N/A | N/A | | Hide messaging option outside of business hours | Yes | Yes | N/A | N/A | N/A | N/A | N/A | | Let customers download conversation transcripts | Yes | Yes | N/A | N/A | N/A | N/A | N/A | ## Service Rep Experience |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Quick text | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Einstein recommended replies | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Rep-to-rep transfer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Rep-to-flow transfer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Rep-to-queue transfer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Flag raise | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Supervisor whisper to reps | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Multi-rep conferencing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | View conversation transcripts | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | After-conversation work timer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Compatible with AI agents | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Compatible with Einstein Bots | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Conversation Catch-Up | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Channel-object linking | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Individual-object linking | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Channel menu | No | Yes | Yes | Yes | Yes | Yes | Yes | ## Rich Content |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Emoji: customer to service rep | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Emoji: service rep to customer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | GIFs: customer to service rep | Yes | Yes | No | Yes | Yes | Yes | No (stickers only) | | GIFs: service rep to customer | Yes | Yes | No | No | No | No | No | | File sharing: customer to service rep | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") | Yes | Yes | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") | | File sharing: service rep to customer | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") | Yes | Yes | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") | | Video messages | No | No | Yes | Yes | No | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") | | Audio messages | No | No | Yes | Yes | No | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") | | Audio message recorder with playback | No | No | Yes | Yes | No | Yes | No | | Enhanced link messaging components | Yes | Yes | Yes (plain text only) | Yes | Yes (plain text only) | Yes | Yes (plain text only) | | Question with options messaging components | Yes | Yes | Yes | Yes | Yes (plain text only) | Yes | Yes | | Time selector messaging components | Yes | Yes | Yes | Yes | Yes (plain text only) | Yes | Yes (plain text only) | | Auto-response messaging components | Yes | Yes | No | No | No | No | No | | Form messaging components | Yes | Yes | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes | Yes (plain text only) | | Notification messaging components | Yes | Yes | Yes | Yes (plain text only, no flow support) | Yes (plain text only) | Yes | Yes | | Payment messaging components | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes | Yes (plain text only) | | Authentication messaging components | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes | Yes (plain text only) | | Custom messaging components | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes | Yes (plain text only) | | Post-session survey | Yes | Yes | Yes | Yes | Yes (plain text only) | Yes | Yes | | Right-to-left languages | Yes | Yes | Yes | Yes | Yes | Yes | Yes | ## Automated Responses |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Conversation acknowledgment | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Service rep accept | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Inactive conversation | Yes | Yes | No | No | No | No | No | | End session | Yes | Yes | Yes | Yes | Yes | Yes | Yes | ## Security and Consent Management |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Sensitive data rules | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Encryption at rest | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | | Channel consent type: Implicit opt-in | N/A | N/A | Yes | Yes | Yes | Yes | Yes | | Channel consent type: Explicit opt-in | N/A | N/A | Yes | Yes | Yes | Yes | Yes | | Channel consent type: Double opt-in | N/A | N/A | Yes | Yes | Yes | Yes | Yes | | Customers can opt out | Yes | Yes | Yes | Yes | Yes | Yes | Yes | #### See Also - [Messaging Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5 "Before you get started with Messaging, review key limits and considerations.") - [Compare Enhanced Chat Capabilities to Legacy Chat Capabilities](https://help.salesforce.com/s/articleView?id=service.miaw_chat_vs_messaging.htm&release=264.0.0&type=5 "Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product.") - [Compare Standard and Enhanced SMS Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") - [Compare the Capabilities of Bring Your Own Channel for Messaging to Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_compare_capabilities.htm&release=264.0.0&type=5 "Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side.")