channel-capabilities-reference-en
Comprehensive reference for supported features, message types, and limitations across all OmniAtix Chat channels
Supported Features by Channel in OmniAtix Chat
This is a comprehensive reference for supported features, message types, and limitations across all OmniAtix Chat channels.
Supported Message Types
| Channel | Incoming/Outgoing Message | Activity Message |
|---|---|---|
| Website | Yes | Yes |
| Yes | Yes | |
| Yes | Yes | |
| SMS | Yes | Yes |
| Yes | Yes | |
| Yes | Yes | |
| Telegram | Yes | Yes |
| Line | Yes | Yes |
| API | Yes | Yes |
Maximum Message Size (characters)
| Channel | Maximum Message Size |
|---|---|
| Website | 10,000 |
| 2000 | |
| 1000 | |
| Twilio SMS | 320 |
| Twilio WhatsApp | 1600 |
| Whatsapp Cloud | 4096 |
| 360Dialog WhatsApp | 1600 |
| Bandwidth SMS | 160 |
| 25,000 | |
| Telegram | 4096 |
| Line | 2000 |
| API | 10,000 |
Outbound Conversation Restrictions
| Channel | Restriction |
|---|---|
| Website | You can create outbound conversations to verified contacts. |
| Cannot create outbound conversations. The first message must be from the contact. | |
| Cannot create outbound conversations. The first message must be from the contact. | |
| SMS | No restriction. |
| Cannot send any message other than WhatsApp-approved template messages 24 hours after the last incoming message. | |
| No restriction. | |
| Telegram | Cannot create outbound conversations. The first message must be from the contact. |
| Line | Cannot create outbound conversations. The first message must be from the contact. |
| API | No restriction. |
Outgoing Message Restrictions
| Channel | Restriction |
|---|---|
| Website | No restriction. |
| Cannot send promotional messages 24 hours after the last incoming message (7 days if Human Agent tag is enabled). | |
| Cannot send promotional messages 24 hours after the last incoming message (7 days if Human Agent tag is enabled). | |
| Cannot send any message other than WhatsApp-approved template messages 24 hours after the last incoming message. | |
| SMS | No restriction. |
| No restriction. | |
| Telegram | No restriction. |
| Line | No restriction. |
| API | Custom time depends on the Agent reply time window. |
Outgoing Message Delivery Status
| Channel | sent | delivered | read | failed |
|---|---|---|---|---|
| Website | Yes | Yes | Yes | Yes |
| API | Yes | Yes | Yes | Yes |
| Official WhatsApp | Yes | Yes | Yes | Yes |
| Twilio WhatsApp | Yes | Yes | Yes | Yes |
| 360Dialog WhatsApp | Yes | Yes | Yes | Yes |
| Twilio SMS | Yes | Yes | Not Supported | Yes |
| Bandwidth SMS | Yes | Yes | Not Supported | Yes |
| Yes | Yes | Yes | Yes | |
| Yes | Yes | Not Supported | Yes | |
| Line | Yes | Not Supported | Not Supported | Yes |
| Telegram | Yes | Yes | Not Supported | Yes |
| Yes | Not Supported | Not Supported | Not Supported |
Understanding Message Statuses
In webhooks and API responses, OmniAtix Chat uses a variety of statuses to represent the state of an outgoing message. The most common delivery statuses are reflected in the status field of the JSON object.
Delivery Statuses
sent: The message has been correctly sent by an agent and accepted by the OmniAtix Chat API. This is the initial state of an outgoing message and is confirmed shortly after its creation. At this point, it is not known if it has been delivered or read by the recipient.delivered: The message has been successfully delivered to the recipient's device. OmniAtix Chat updates the message status todeliveredthrough amessage_updatedwebhook event once the channel provider (like WhatsApp or Twilio) confirms it.read: The recipient has read the message. Similar to the delivered state, this status is reflected through amessage_updatedwebhook when the channel provider notifies OmniAtix Chat that the message has been seen.
Other Relevant Statuses and Attributes
queued: Some channels, like email, may send an initialqueuedstatus before it is formally accepted assent. This means the message is in the processing queue.failed: If the channel provider cannot send the message, the status may be updated tofailed. The reason for the failure might be available in thecontent_attributesobject of the JSON, which includes channel-specific information.content_attributes: This object within the JSON response contains additional details that can vary depending on the messaging channel. For example, in the case of WhatsApp, it could include theexternal_idor error codes provided by the WhatsApp Cloud API.message_type: This field indicates whether the message isincoming(from the contact) oroutgoing(from the agent).
Reply to Message
| Channel | Reply to Incoming Message | Reply to Outgoing Message |
|---|---|---|
| Website | Yes | Yes |
| Yes | No | |
| Yes | No | |
| SMS | No | No |
| Whatsapp Cloud | Yes | Yes |
| Twilio WhatsApp | No | No |
| No | No | |
| Telegram | Yes | Yes |
| Line | No | No |
| API | Yes | Yes |
Supported Outgoing Attachment Types
The default maximum file size limit is 40MB.
| Channel | Audio | Image | Video | Document |
|---|---|---|---|---|
| Website | All | All | All | All |
| aac, m4a, wav, mp4 (25mb) | png, jpeg, gif (16mb) | mp4, ogg, avi, mov, web (25mb) | Not Supported | |
| aac, m4a, wav, mp4 (25mb) | png, jpeg, gif (8mb) | mp4, ogg, avi, mov, webm (25mb) | pdf, xls(x), doc(x), ppt(x) (25mb) | |
| WhatsApp Cloud | aac, amr, mp3, m4a, ogg (16mb) | png, jpeg (5mb) | 3gp, mp4 (16mb) | pdf, xls(x), doc(x), ppt(x) (100mb) |
| WhatsApp Twilio | mpeg, opus, ogg, amr(5mb) | png, jpeg (5mb) | mp4 (5mb) | pdf (5mb) |
| Twilio SMS | All (5mb) | png, jpeg (5mb) | All (5mb) | All (5mb) |
| All | All | All | All | |
| Telegram | All | All | All | All |
| Line | Not Supported | png, jpeg (10mb) | mp4 (40mb) | Not Supported |
| API | All | All | All | All |
"All" means the channel supports all standard file types listed below:
Standard File Types
- Video: ogg, mp4, mov, webm, quicktime, avi
- Audio: mp3, mpeg, opus, ogg, amr, aac, m4a, wav
- Image: png, jpeg, gif, bmp, webp
- Document: pdf, doc, docx, xls, xlsx, ppt, pptx, zip, 7z, rar, tar, xml, csv, json, rtf, txt, plain, .3gpp, x-7z-compressed, vnd.rar, x-tar, msword
Available Features
| Channel | Channel Greeting | Attachments | Auto Agent Assignment | Slack Integration |
|---|---|---|---|---|
| Website | Yes | Yes | Yes | Yes |
| Yes | Yes | Yes | Yes | |
| Yes | Yes | Yes | Yes | |
| SMS | Yes | No | Yes | Yes |
| Yes | Yes | Yes | Yes | |
| Yes | Yes | Yes | Yes | |
| Telegram | Yes | Yes | Yes | Yes |
| Line | Yes | No | Yes | Yes |
| API | Yes | Yes | Yes | Yes |