> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/other/message-type-support-by-channel.md).

# Message type support by channel

## Supported Message Types

In today's era of diverse communication, interactions between businesses and customers are no longer confined to a single platform. Each channel has its own message formats and features, creating more varied and personalized customer experiences. To help businesses better understand these communication tools, we have compiled the types of messages supported by mainstream communication platforms such as instant messaging, LINE, Facebook, Instagram, and others. The table below details each platform's support for message types like "buttons," "quick replies," "carousel," and "image carousel," giving you a clear overview to help engage with customers more effectively.

| Message type   | Live Chat | LINE | Facebook | Instagram | WhatsApp | Telegram | Viber |
| -------------- | --------- | ---- | -------- | --------- | -------- | -------- | ----- |
| Option         | ✅         | ✅    | ✅        | ✅         | ✅        | ✅        | ✅     |
| Carousel       | ✅         | ✅    | ✅        | ✅         | ❌        | ❌        | ✅     |
| Quick Reply    | ✅         | ✅    | ✅        | ✅         | ❌        | ✅        | ❌     |
| Image Carousel | ✅         | ✅    | ✅        | ✅         | ❌        | ❌        | ❌     |

## Button Type Support

When integrating with specific communication channels, using message formats like "generic options," "carousel," and "quick replies" not only allows sending basic messages but also enables richer interactive behaviors. This significantly increases the channel's interactivity and provides more diverse functions than traditional methods.

✓ indicates the channel supports that message type. If a cell in the table is empty, it means the channel does not support that message type.

### Custom Button Text

When sending button messages through a specific channel, the displayed button text and the actual content sent can differ, giving you more flexible and varied ways to interact via messages.

| Button Types | Live Chat | LINE | Messenger (Facebook) | Instagram | WhatsApp | Telegram | Viber |
| ------------ | --------- | ---- | -------------------- | --------- | -------- | -------- | ----- |
| Option       | ✓         | ✓    | ✓                    | ✓         |          |          |       |
| Carousel     | ✓         | ✓    | ✓                    | ✓         |          |          |       |
| Quick Reply  | ✓         | ✓    |                      |           |          |          |       |

### Send Message

Send a text message.

| Button Types | Live Chat | LINE | Messenger (Facebook) | Instagram | WhatsApp | Telegram | Viber |
| ------------ | --------- | ---- | -------------------- | --------- | -------- | -------- | ----- |
| Option       | ✓         | ✓    | ✓                    | ✓         | ✓        | ✓        | ✓     |
| Carousel     | ✓         | ✓    | ✓                    | ✓         |          |          |       |
| Quick Reply  | ✓         | ✓    | ✓                    | ✓         |          | ✓        |       |

### Open Link

A URL button will open the specified webpage.

| Button Types | Live Chat | LINE | Messenger (Facebook) | Instagram | WhatsApp | Telegram | Viber |
| ------------ | --------- | ---- | -------------------- | --------- | -------- | -------- | ----- |
| Option       | ✓         | ✓    | ✓                    |           |          | ✓        |       |
| Carousel     | ✓         | ✓    | ✓                    |           |          |          |       |
| Quick Reply  | ✓         | ✓    |                      |           |          |          |       |

### Make a Call

A call button can be used to initiate a phone call.

| Button Types   | Live Chat | LINE | Facebook | Instagram | WhatsApp | Telegram | Viber |
| -------------- | --------- | ---- | -------- | --------- | -------- | -------- | ----- |
| Generic Option | ✓         |      | ✓        |           |          |          |       |
| Carousel       | ✓         |      | ✓        |           |          |          |       |