Dialogue Manager Text Channel Capabilities
This page summarizes which features are supported per text channel orchestrated by the Dialogue Manager.
Replies & Formatting
| Channel | Replying | Agent can attach files | Reply formatting (agent) | Embedded images in reply | Predefined Responses |
|---|---|---|---|---|---|
| WebChat | Yes | Yes | Rich text (HTML) | Yes (inline images supported) | Yes |
| Yes | Yes | Rich text (HTML) | Yes (inline images supported) | Yes | |
| WhatsApp (Vonage & CM) | Yes | No |
Plain text. |
No | Yes |
| SMS (Vonage & CM) | Yes | No | Plain text | No | Yes |
| GDP API | Yes |
Yes, depends on connected platform)
Introduced in DC2024.02b |
Plain text | No | Yes
Introduced in DC2024.02b |
- Attached file limits are governed by Dialogue Manager settings. See: Dialogue Manager Plugin Settings Overview.
- Embedded images means inline images displayed in the message body (not file attachments).
- Predefined Responses are preconfigured templates that agents can send. See: Canned Responses.
Special Interactions (routing, Adaptive Cards, AI)
| Channel |
Send Adaptive Cards are preformatted boilerplate messages that can be selected by an agent to be sent to a client. They are written using an open card exchange format that allows the developers to 'write once' and share with any compliant host application |
Add participants | Forward (email-style) | Requeue | Skill Transfer | Dialogue AI Assist |
|---|---|---|---|---|---|---|
| WebChat | Yes | No | No | Yes | Yes | Yes (WebAgent add-in) |
| No |
Yes (To and Cc) |
Yes, to non-EDP mailboxes only. | Yes, only for inbound sessions. | Yes, only for inbound sessions. | No | |
| WhatsApp (Vonage & CM) | No | No | No | Yes | Yes | No |
| SMS (Vonage & CM) | No | No | No | Yes | Yes | No |
| GDP API | No | No | No | Yes | No | No |
- Forward is Email-only and intended for external recipients (i.e. non-EDP enabled mailboxes). It does not start a new text session or invoke Dialogue Studio’s pre-queue; use Skill Transfer for internal hand-offs.
- Requeue returns the conversation to its original queue. Disabled by default—see: RequeueEnabled.
- Skill Transfer moves the active conversation to another skill.
- Adaptive Cards let an agent send a card to the customer. See: WebChat Adaptive Cards.
Incoming Message Capabilities
| Channel | Incoming formatting rendered | Customer can send attachments / media |
|---|---|---|
| WebChat | Plain text (plus Adaptive Card responses) | Yes (customer file upload feature; limits configurable) |
| Rich (HTML) and plain text emails | Yes (standard email attachments) | |
| WhatsApp (Vonage & CM) | Plain text; WhatsApp basic formatting is not rendered in WebAgent (e.g., bold appears as *bold*). |
Yes, provider-dependent: Vonage: Supported WhatsApp file types & sizes (Vonage) CM: CM.com WhatsApp docs |
| SMS (Vonage & CM) | Plain text | No |
| GDP API | Plain text; HTML formatting is stripped. |
Yes (depends on connected platform) Introduced in DC2024.01 |
Outbound (Agent-initiated) Capabilities
| Channel | Agent can start a new outbound session | Notes |
|---|---|---|
| WebChat | No | — |
| Yes | Use the “New Outbound Email” button in WebAgent. Must be enabled via Enable Outbound. | |
| WhatsApp/SMS (Vonage & CM) | No | Alternative: build via Dialogue Studio—send a template message using the Vonage or CM API and use the customer’s reply to trigger a new text session. |
| GDP API | No | Depends on the connected platform/API; not available via the WebAgent UI. |