How to Send WhatsApp Media Messages with Captions

About WhatsApp Media Messaging

You can send images, videos, audio files, and documents directly within a WhatsApp conversation in your CRM. This feature allows you to attach a caption to the media, upload files directly from the message composer, or select files you have already saved in your Media Storage. Using media in your messages helps provide better context for your contacts and streamlines your communication.

Benefits of Using Media Messages

Incorporating media into your WhatsApp conversations offers several advantages:

• Efficiency: Reuse files from Media Storage instead of uploading them repeatedly.
• Clarity: Add captions to explain the purpose of the image, video, or document you are sending.
• Flexibility: Send a variety of supported file types, including common document formats like PDFs and spreadsheets.
• Permanence: Save important media to your Documents section to ensure access after the original WhatsApp file expires.

Requirements

To use this feature, you must have the New Conversations UI enabled and a WhatsApp channel connected to your CRM. Ensure WhatsApp is selected as the active channel within the conversation before attempting to send media. Please note that standard WhatsApp messaging rules apply, such as sending media only within the 24-hour customer service window.

Supported File Types and Limits

Media files must meet specific format and size requirements to be sent successfully.

• Images: PNG, JPG, JPEG (Max size: 5 MB)
• Videos: MP4, 3GP (Max size: 16 MB)
• Audio: AAC, AMR, MP3, M4A (Max size: 16 MB)
• Documents: TXT, PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX (Max size: 100 MB)

Sending Media from the Message Composer

This method is ideal for sending a file directly from your computer or device.

1. Open the Conversations section in your CRM.
2. Select the contact's WhatsApp conversation.
3. Verify that WhatsApp is the selected message channel.
4. Click the attachment icon in the message composer.
5. Choose a supported file from your device to upload.
6. If desired, type your message in the composer to use as a caption for the media.
7. Send the message.

Sending Media from Media Storage

Use this option to send files you have already uploaded to your CRM, which is perfect for frequently used assets like brochures or forms.

1. Open the Conversations section in your CRM.
2. Select the contact's WhatsApp conversation.
3. Verify that WhatsApp is the selected message channel.
4. Click the attachment or Media Storage option in the composer.
5. Browse or search for the file you wish to send.
6. Select one or more supported files.
7. Add any caption text in the composer.
8. Send the message.

How Captions Work

When you send a media file, the text you type in the composer becomes its caption. This provides immediate context to the recipient. If you send multiple files at once, the same caption text will be applied to all of them, ensuring your message and attachments stay together.

Saving Media to Documents

Because media sent via WhatsApp can expire, you have the option to save important files to your Documents section for long-term access. This ensures business-critical images, videos, or documents remain available within your CRM.