User device capabilities

Not all Apple devices, especially those with older operating systems or macOS, support the full spectrum of rich message types provided by Apple. This includes limitations on features such as Authentication, Forms, and Quick Reply templates.

Given the diverse range of devices customers might use, from iPhones to Mac computers, understanding these capabilities is crucial for effective communication.

Identifying device capabilities

From Inbox: sending templates

  • Agents can send message templates to customers directly.

  • If a chosen template is unsupported by the customer's device, a notification will appear, prompting the agent to choose an alternative method—either sending a plain text message or selecting a different template.

In Flows: Verifying message type support

  • While setting up a flow, include a step to verify if the customer's device can receive a specific message type by integrating a "MessageBird API > Channels" action.

  • Use the "Get channel details for a contact" action to fetch device capabilities.

  • The metadata.capabilities object reveals supported features. Absence of capabilities like AUTH, LIST, TIME, or QUICK indicates unsupported message types.

  • Incorporate a conditional step to ensure messages are sent only if the device supports them, using fallback options as necessary.

Using the Channels API

The capability check can also be performed via the Channels API, as detailed in the MessageBird documentation.

Frequently Asked Questions

What if a device lacks certain capabilities?

If capabilities like FORM, AUTH2, or QUICK are missing, it indicates that certain message types are not supported. Alternatives should be provided, such as direct communication with an agent or other message formats to achieve the intended goal.

Best Practices

  • Quick replies alternative: Use a text list (A-E) instead of quick replies for a smoother user experience.

  • Form support workaround: If forms are unsupported, sequential list pickers can collect necessary information.

  • Authentication alternatives: Redirect customers to a web page for authentication if AUTH2 is not supported.

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