Sending WhatsApp Media Files from a Workflow

You can use a workflow to automatically send media files—such as images, videos, audio clips, or documents—to a contact via WhatsApp. This is handled by the WhatsApp Media action.

Important: You can only send a WhatsApp media message when the contact's 24-hour customer service window is open.

Setting Up the WhatsApp Media Action

1. Navigate to the Automation section and locate the WhatsApp Media action.
2. Add the WhatsApp: Customer Service Window Check action to your workflow to verify the window is open before sending media.
3. Configure the WhatsApp Media action by selecting the phone number to send from, choosing the media type, uploading the file, and adding an optional caption.

Frequently Asked Questions

When can I send WhatsApp media messages?

Media messages can only be sent within the 24-hour customer service window. This window opens when a contact sends you an inbound WhatsApp message and remains open for 24 hours from the time they sent that message.

Are media messages free inside the 24-hour window?

Yes. Sending images, videos, audio, or documents during an open service window does not incur any additional charges, and there is no limit to the number of media messages you can send.

What happens if I try to send media after the 24-hour window closes?

The message will not be sent. To re-open the communication window, you must first send the contact an approved WhatsApp template message (either marketing or utility).

What media file sizes are allowed?

• Images: JPEG or PNG, maximum 5 MB
• Videos: MP4 or 3GP, maximum 16 MB (must use H.264 video codec and AAC audio)
• Audio: AAC, AMR, MP3, M4A, or OGG (OPUS), maximum 16 MB
• Documents: TXT, PDF, DOC/X, PPT/X, XLS/X, maximum 100 MB

Files that exceed these size limits will result in an error from the WhatsApp API.

Can I add captions to every media type?

Captions can be added to images, videos, and documents. They are not supported for audio files; any text entered in the caption field for an audio message will be ignored.

How long is WhatsApp media available for download?

• Inbound media (received from customers) is available for 7 days from the time it was sent.
• Outbound media (sent by your business) is available for 30 days from the time it was sent.

After these periods, the media links expire and the files can no longer be accessed or downloaded. If you need to keep media files for a longer period, you should download and save them securely within the available timeframe.