Support for live chat and asynchronous channels
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
Support for adaptive cards
The following table lists the rich cards that are supported across different channels when you're using bots. The support categories are intentionally broad because many possible combinations of cards, features, and channels are applicable. We recommend that you use the information in the table as a base reference, and test each of your cards in the required channels.
| Channel | Hero card | Thumbnail card | Audio card | Card carousel |
|---|---|---|---|---|
| Microsoft Teams | ✔ | ✔ | ✖ | ✔ |
| LINE | ✔ | ✔ | 🌐 | ✔ |
| Custom (Telegram) | ✔ | ✔ | 🌐 | ✔ |
| Custom (Direct Line) | ✔ | ✔ | ✔* | ✔* |
✔: Supported; card is supported fully with the exception that some channels support a subset of the card actions. The number of actions allowed on each card might be limited that varies by channel.
✔*: Card elements are supported in the Webchat version of custom channel that uses Direct Line, but not in the Android version.
🌐: Card is converted to unformatted text, links might not be active, images might not be displayed, or media might not work. The behavior might vary by channel.
✖: No support
The markdown element for adaptive cards is partially supported across all chat channels. For example, the markdown element isn't supported in live chat, whereas, it's supported in LINE.
Media or audio card and date input elements for adaptive cards are only supported in Live chat channels. Adaptive card elements like text block and images are also supported across channels.
The Apple Messages for Business, Google's Business Messages, SMS, WhatsApp, and WeChat social channels don't support any cards listed in the preceding table.
For more information, see the following article: Send and Receive Media with WhatsApp Messaging on Twilio
Important
The message size must be less than or equal to 28 KB in all messaging channels. The size limit includes metadata like timestamps and tags.
Support for suggested actions
Suggested actions are supported fully with the exception that some channels might limit the number of actions allowed. Also, the number of actions supported varies by channel.
| Channel | Supported? |
|---|---|
| Microsoft Teams | No |
| Apple Messages for Business | No |
| Yes | |
| Google's Business Messages | No |
| LINE | Yes |
| No | |
| No | |
| SMS | No |
| Custom messaging (Telegram) | Yes |
| Custom messaging (Direct Line) | Yes |
Support for file attachments
You can enable file attachments on the General settings tab of a channel so that customers and agents can send files as attachments. Inbound attachments refer to attachments that customers send to agents, and outbound attachments refer to attachments that agents send to customers. For more information about file attachments, see Enable file attachments.
| Channel | Inbound attachments | Outbound attachments |
|---|---|---|
| Microsoft Teams | Image, Audio, Video, Document, GIF, and Emoji | Image, Audio, Video, Document, and GIF Allowed file extensions: .jpg, .jpeg, .png, .mp3, .oga, .ogg, .amr, .mp4, .pdf, .docx, .txt, .gif, .xlsx |
| Apple Messages for Business | Image, Audio, Video, Document, GIF, and Emoji | Image, Audio, Video, Document, and GIF. Allowed file extensions: .jpg, .jpeg, .png, .mp3, .amr, .mp4, .pdf, .docx, .txt, .gif, .xlsx, .caf, .pkpass, .usdz |
| Image, Audio, Video, Document, GIF, and Emoji | Image, Audio, Video, Document, and GIF Allowed file extensions: .jpg, .jpeg, .png, .mp3, .oga, .ogg, .amr, .mp4, .pdf, .docx, .txt, .gif, .xlsx, .xls |
|
| Google's Business Messages | Image | Image has preview. Audio, video, document only receive a link. Allowed file extentions: .jpg, .jpeg, .png, .amr, .mp4, .pdf, .docx, .txt, .gif, .xlsx |
| LINE | Image, Audio, Video, and GIF | Image, Audio, Video, Document, and GIF Allowed file extensions: .jpg, .jpeg, .png, .mp3, .oga, .ogg, .amr, .mp4, .pdf, .docx, .txt, .gif |
| Image, Audio, and Video | Image, Audio, and Video Allowed file extensions: .jpg, .jpeg, .png, .amr, .mp4 |
|
| Image, Audio, Video, GIF, and PDF | Image, Audio, Video, and PDF Allowed file extensions: .jpg, .jpeg, .png, .mp3, .oga, .ogg, .amr, .mp4, .pdf |
|
| SMS (Twilio) | Image, Video, GIF, and Emoji | Image, Audio, Video, and GIF Allowed file extensions: .jpg, .jpeg, .gif, .png, .mp3, .oga, .ogg, .amr, .mp4, .pdf, .csv |
| Custom messaging (Telegram) | Image, Audio, Video, Document, GIF, and Emoji | Image, Audio, Video, Document, and GIF Allowed file extensions: .jpg, .jpeg, .png, .mp3, .oga, .ogg, .amr, .mp4, .pdf, .docx, .txt, .gif |
| Custom messaging (Direct Line) | All types except blocked types in org | All types except blocked types in org Allowed file extensions: .jpg, .jpeg, .png, .mp3, .oga, .ogg, .amr, .mp4, .pdf, .docx, .txt, .gif, .xlsx |
Note
- For Microsoft Teams, when a customer sends an emoji from the Teams client, the agent receives a PNG image. When an agent sends a GIF image (outbound), the customer will receive a PNG image.
- The custom channels that use Direct Line support different types of file attachments, but it's up to the client to implement them.
- For LINE inbound and outbound messages, when a GIF image is sent, the recipient will receive a JPG image.
- For WhatsApp messages, when a customer sends an attachment in document format (for example, a DOCX, XLSX, or TXT file), the agent will receive the attachment name as message text. We recommend converting documents to PDF format before sending them as attachments.
- For newly created Twilio accounts, you must disable a security setting that blocks the ability to send media files. More information: Extended notice and update on security changes: HTTP Authentication for Voice and Messaging Media enabled by default
Support for emojis
| Channel | Emoji behavior |
|---|---|
| Microsoft Teams | Yes. Emoji in PNG format |
| Apple Messages for Business | Yes. Emoji in text like “😀” |
| Yes. Emoji in text like “😀” | |
| Google's Business Messages | Yes. Emoji in text like “😀” |
| LINE | Yes. When an emoji is sent, the recipient sees a sticker. |
| Yes. When an emoji is sent, the recipient sees characters like :-) | |
| Not supported. | |
| SMS (Twilio) | Yes. Emoji in text like “😀” |
| Custom messaging (Telegram) | Yes. Emoji in text like “😀” |
| Custom messaging (Direct Line) | Yes. Emoji in text like “😀” |
Note
The custom channels that use Direct Line support emojis, but it's up to the client to implement them.
Support for stickers
| Channel | Sticker behavior |
|---|---|
| Microsoft Teams | Not supported. |
| Apple Messages for Business | Not supported. |
| Yes, as a PNG image. | |
| Google's Business Messages | Not supported. |
| LINE | Not supported. Recipient sees "Sticker" text. |
| Not supported. Recipient sees "Unsupported message" text. | |
| Not supported. | |
| Custom messaging (Telegram) | Not supported. |
| Custom messaging (Direct Line) | Yes, as sticker image. |
Note
The custom channels that use Direct Line support stickers, but it's up to the client to implement them.
Support for formatted messages
Agents can use basic formatting capabilities in their outbound messages across both asynchronous and live chat channels. However, for your agents to send and receive formatted messages, you must enable formatted messages.
The following table lists the text styles supported by Microsoft Teams, Facebook, WhatsApp, Telegram, and custom channels that use Direct Line.
| Style | Live chat | Microsoft Teams | Google's Messages for Business | Custom messaging (Telegram) | Custom messaging (Direct Line) | ||
|---|---|---|---|---|---|---|---|
| bold | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
| italics | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
| strikethrough | ✔ | ✔ | ✔ | ✖ | ✔ | ✔ | ✔ |
| blockquote | ✔ | ✔ | ✖ | ✖ | ✖ | ✖ | ✔ |
| monospace | ✔ | ✔ | ✔ | ✖ | ✔ | ✔ | ✔ |
| hyperlink with text | ✔ | ✔ | ✖ | ✖ | ✖ | ✔ | ✔ |
| hyperlink | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
| new line | ✔ | ✔ | ✔ | ✖ | ✔ | ✔ | ✔ |
| headers | ✔ | ✔ | ✖ | ✖ | ✖ | ✖ | ✔ |
| numbered list | ✔ | ✔ | ✖ | ✖ | ✖ | ✖ | ✔ |
| unordered list | ✔ | ✔ | ✖ | ✖ | ✖ | ✖ | ✔ |
Note
- Apple Messages for Business, WeChat, and SMS channels don't support formatted messages.
- A few text styles such as blockquote, headers, numbered lists, and unordered lists, are currently not supported across some channels.
Next steps
Bring your own custom messaging channel using Direct Line
Configure custom messaging channel
See also
Overview of channels
Enable file attachments
Enable formatted messages
Markdown formats in custom channels that use Direct Line
Markdown formats for agents
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