Last updated: 28 July 2021 

Chatbots are capable of sending messages in a variety of formats. Using these messages types will help you create an excellent and engaging chatbot experience.

Some message types are only compatible with specific chatbot channels. If a channel does not support a certain message type, when possible, the platform will fallback to a different message type. Read the table below carefully to understand the implications of replying on specific message types for your chatbot experience.

All the available message types

There are 12 different message types. All are illustrated below using the Converse widget.

Standard message

A standard message is plain text (including emojis).

Quick Reply message

A quick reply message is plain text along with up to 10 small postback buttons.

Use the double-lines next to each button to re-order them.

Action message

An action message is plain text along with up to 5 big buttons. These buttons can:

  • Link to another chatbot action (Postback)

  • Link to a web URL (URL)

  • Link to a file hosted on your chatbot platform (File)

  • Trigger an email (Mailto) or a phone call (Callto)

Use the double-lines next to each button to re-order them.

General message

A general message is a card that includes:

  • An image

  • An image link, which users will be sent to if they click the image

  • A title

  • A subtitle

  • Up to 5 big buttons (Postback, URL, File, and Mailto/Callto)

Carousel message

A carousel message is a group between 2 and 5 general messages put together in a swipeable format.

Image message

An image message is an image, hosted on your chatbot platform. It can also include an optional bit of text.

Supported formats: GIF, PNG, JPEG.

Video message

A video message is a video, hosted on either YouTube or Vimeo. To create a video message, you will need:

  • To select its host (YouTube or Vimeo)

  • Its URL

It can also include an optional bit of text.

Content message

A content message is a bit of text and a link allowing the user to view additional, rich content. The additional content is hidden behind a button (View).

From your chatbot platform, you can create the additional content by giving it a title and structured text. Text can be structured with your typical word processing features:

  • Paragraphs

  • Bold, italic, underline

  • Bullet and numeric lists

  • Tables

  • Links

  • Images

You may also use markdown or HTML to format your content.

Content messages are great to provide users with a short answer to a quick and an option to read more.

When a user clicks the View button, your additional content appears in a slide-in panel.

Embed message

An embed message is a bit of text and a link allowing the user to view an embed widget. To create an embed message, you will need:

  • A bit of text

  • A title for your embed

  • An embed URL for your widget

Embed messages are great to display calendar booking tools (e.g. Calendly), survey tools (e.g. Survey Monkey), audio tools (e.g. Vocaroo), and more.

When a user clicks the View button, your embed tool appears in a slide-in panel.

Progress message

A progress message is a bit of text with a looped animation of three flashing dots.

Progress messages are excellent to make it obvious to the user that something will happen, they just have to wait. They are most used as a placeholder between a chatbot answer and a live chat agent takeover.

Payment message

A payment message is a card containing the various fields required to make a payment through your integrated payment provider. This can include:

  • Card holder’s name

  • Card number

  • Expiry dates

  • CCV

And more.

Event message

An event message is a small, grey plain text message. Contrary to any other message type, event messages don’t appear within a text bubble.

Event messages act as great notifications from the chatbot. For example, if your chatbot just performed an integration, you could use an event message to let the user know.

Compatibility and fallback across messaging channels

Each messaging channel is slightly different and unique. As such, some message types that might work on Facebook Messenger may not have a corresponding message type available on a channel like Telegram.

Sometimes, a message type may not be available, but it is possible to create a close-second.

We are unfortunately at the mercy of the features made available (or not) by the messaging channels.

Below are 12 tables, one per message type, each representing their compatibility or potential fallback message type across channels.

Standard messages

Channels

Compatibility

Fallback

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

N/A

Facebook Messenger

Compatible

N/A

Telegram

Compatible

N/A

Facebook Workplace

Compatible

N/A

Microsoft Teams

Compatible

N/A

Quick Reply messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

N/A

Facebook Messenger

Compatible

N/A

Telegram

Compatible

N/A

Facebook Workplace

Compatible

N/A

Microsoft Teams

Compatible

N/A

Action messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

  • Postbacks won’t trigger behind a link or file click.

Facebook Messenger

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Facebook only support up to 3 buttons.

Telegram

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Messages containing a file won’t send.

  • Messages containing a mailto or callto will only send the message.

Facebook Workplace

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Messages containing a mailto or callto will only send the message.

Microsoft Teams

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Files are not accessible.

  • Messages containing a mailto or callto will only send the message.

General messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

  • Postbacks won’t trigger behind a link or file click.

Facebook Messenger

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Facebook only support up to 3 buttons.

Telegram

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Messages containing a file won’t send.

  • Messages containing a mailto or callto will only send the message.

Facebook Workplace

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Messages containing a mailto or callto will only send the message.

Microsoft Teams

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Files are not accessible.

  • Messages containing a mailto or callto will only send the message.

Carousel messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

  • Postbacks won’t trigger behind a link or file click.

Facebook Messenger

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Facebook only support up to 3 buttons.

Telegram

Incompatible

  • Only the carousel’s images will be sent.

Facebook Workplace

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • No sideway scroll available.

  • Messages containing a mailto or callto will only send the message.

Microsoft Teams

Compatible

  • Postbacks won’t trigger behind a link or file click.

  • Files are not accessible.

  • Messages containing a mailto or callto will only send the message.

Image messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

N/A

Facebook Messenger

Compatible

  • Images with text will only send text.

Telegram

Compatible

N/A

Facebook Workplace

Compatible

  • Images with text will not send.

Microsoft Teams

Compatible

N/A

Video messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

N/A

Facebook Messenger

Incompatible

  • No fallback provided. The chatbot will not send a video message through this channel.

Telegram

Incompatible

  • No fallback provided. The chatbot will not send a video message through this channel.

Facebook Workplace

Incompatible

  • No fallback provided. The chatbot will not send a video message through this channel.

Microsoft Teams

Incompatible

  • No fallback provided. The chatbot will not send a video message through this channel.

Content messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

N/A

Facebook Messenger

Incompatible

  • No fallback provided. The chatbot will not send a content message through this channel.

Telegram

Incompatible

  • No fallback provided. The chatbot will not send a content message through this channel.

Facebook Workplace

Incompatible

  • No fallback provided. The chatbot will not send a content message through this channel.

Microsoft Teams

Incompatible

  • No fallback provided. The chatbot will not send a content message through this channel.

Embed messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

N/A

Facebook Messenger

Incompatible

  • No fallback provided. The chatbot will not send an embed message through this channel.

Telegram

Incompatible

  • No fallback provided. The chatbot will not send an embed message through this channel.

Facebook Workplace

Incompatible

  • No fallback provided. The chatbot will not send an embed message through this channel.

Microsoft Teams

Incompatible

  • No fallback provided. The chatbot will not send an embed message through this channel.

Progress messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

N/A

Facebook Messenger

Incompatible

  • No fallback provided. The chatbot will not send a progress message through this channel.

Telegram

Incompatible

  • No fallback provided. The chatbot will not send a progress message through this channel.

Facebook Workplace

Incompatible

  • No fallback provided. The chatbot will not send a progress message through this channel.

Microsoft Teams

Incompatible

  • No fallback provided. The chatbot will not send a progress message through this channel.

Payment messages

Channels

Compatibility

Notes

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

N/A

Facebook Messenger

Incompatible

  • No fallback provided. The chatbot will not send a payment message through this channel.

Telegram

Incompatible

  • No fallback provided. The chatbot will not send a payment message through this channel.

Facebook Workplace

Incompatible

  • No fallback provided. The chatbot will not send a payment message through this channel.

Microsoft Teams

Incompatible

  • No fallback provided. The chatbot will not send a payment message through this channel.

Event messages

Channels

Compatibility

Fallback

Chatbot widget

Compatible

N/A

Embedded chatbot

Compatible

N/A

Full-page chatbot

Compatible

  • Event messages display like a normal message.

Facebook Messenger

Incompatible

  • No fallback provided. The chatbot will not send an event message through this channel.

Telegram

Incompatible

  • No fallback provided. The chatbot will not send an event message through this channel.

Facebook Workplace

Incompatible

  • No fallback provided. The chatbot will not send an event message through this channel.

Microsoft Teams

Incompatible

  • No fallback provided. The chatbot will not send an event message through this channel.