Sending Images, Videos, Audio, and Documents via WhatsApp

You can use workflows to send media files like images, videos, audio clips, and documents directly to contacts through WhatsApp. This is done using the WhatsApp Media action within a workflow.

Important Note: WhatsApp media messages can only be sent during the 24-hour customer service window. This window begins when a contact sends you a message and closes 24 hours after their last communication. Outside of this window, you can only send pre-approved message templates.

How to Set Up a WhatsApp Media Message in a Workflow

1. Navigate to the Automation section in your CRM dashboard.
2. Click Create Workflow and choose the Start from Scratch option.
3. Click the + icon to add the first step to your workflow.
4. Search for and select the WhatsApp: Customer Service Window Check action. This step verifies that the message will only be sent while the 24-hour window is active.
5. On the Open branch of the condition, click the + icon to add the next step.
6. Select the WhatsApp Media action. Then, configure the action by selecting the From Number (the WhatsApp number connected to your account) and choosing the Media Type (Audio, Image, Video, or Document).
7. Click Save Action to finalize the step.

Frequently Asked Questions

How do I ensure my media message is sent within the active 24-hour window?

By including the WhatsApp: Customer Service Window Check step at the beginning of your workflow, you guarantee the subsequent media message will only trigger if the contact is within the valid messaging window.

Can I test the media message before sending it to a contact?

Yes. After building and publishing your workflow, you can run a test to trigger it and verify that the media file is sent correctly.

What types of files can I send?

The WhatsApp Media action supports sending audio files, images, videos, and documents. You select the specific type from the Media Type dropdown menu in the action settings.

How do I select which number sends the media message?

In the WhatsApp Media action settings, use the From Number dropdown to choose a WhatsApp number that is already connected and verified in your CRM account.