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WhatsApp

How to send images, videos, audio and documents on WhatsApp in a conversation

In Conversations, open the contact's conversation with the WhatsApp channel selected, click the attachment clip, upload a file from your computer or pick one from Media Storage, type your text (it becomes the caption) and send. This only works inside the 24-hour window after the customer's last message.

Updated on

Before you start

  • Your WhatsApp number must be connected to Elooo CRM.
  • Files can only be sent inside the 24-hour customer service window, meaning the customer messaged you in the last 24 hours. Outside it, you can only send an approved template (which can include an image, video or PDF).
  • Accepted formats and sizes:
    • Images: PNG, JPG, JPEG — up to 5 MB.
    • Videos: MP4, 3GP — up to 16 MB.
    • Audio: AAC, AMR, MP3, M4A — up to 16 MB.
    • Documents: TXT, PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX — up to 100 MB.
  • This experience is available in the new Conversations interface; if you don't see these options, turn it on in Settings › Labs.
Where to find it

Conversations › (open the conversation) › WhatsApp channel › attachment icon

Step by step

Send a file from your computer

  1. In the left menu, open Conversations and pick the contact's conversation.
  2. Make sure the channel selected in the reply box is WhatsApp.
  3. Click the attachment icon (paper clip).
  4. Choose the file on your computer, in an accepted format and size.
  5. Optionally, type text in the message box: it will appear as the file's caption, not as a separate message.
  6. Click Send.

Send a file already stored in Elooo CRM

  1. In the conversation, with the WhatsApp channel selected, open the attachment icon and choose the Media Storage option.
  2. Find the file (catalog, price list, brochure, video…) and select one or more.
  3. Type the caption text if you like and click Send. With several attachments, the text is used as the caption on all of them.

Save a received file to the contact's record

  1. In the conversation, find the message with the attachment the customer sent (receipt, signed document…).
  2. Click the three-dot menu next to the message or attachment.
  3. Choose Add to Documents. The file is kept in the contact's documents tab, even after the attachment expires on WhatsApp.

Send a file automatically in a workflow

  1. In Automation › Workflows, open the workflow and click the +.
  2. First add the WhatsApp: Customer Service Window Check action, to make sure it only sends while the window is open.
  3. In the Open branch, click the + and choose the WhatsApp Media action.
  4. Pick the From Number and the Media Type (audio, image, video or document) and provide the file.
  5. Click Save Action and publish the workflow.

Tips

  • Keep the files you send often (catalog, price list, instructions) in Media Storage: no need to upload the same file every time.
  • Always add a short caption explaining what the file is and what the customer should do with it.
  • Attachments received on WhatsApp expire. Save the important ones with Add to Documents.

Common problems

  • The attachment isn't sent → The 24-hour window is closed. Send an approved template first and, once the customer replies, try again.
  • I don't see the attach or caption option → You're on the old Conversations interface. Turn on the new one in Settings › Labs.
  • Error when uploading the file → The format isn't accepted or the size exceeds the limit (5 MB image, 16 MB video and audio, 100 MB document). Convert or shrink the file.
  • After sending, only a generic attachment icon shows → That's the interface's normal behavior; the customer receives the right file.
  • An old file no longer opens → WhatsApp attachments expire. For future ones, use Add to Documents as soon as you receive them.

Frequently asked questions

Can I send several files at once?

Yes, from Media Storage you can select several; the same caption applies to all of them.

What about sending a file outside the 24 hours?

Create a template with a media header (image, video or PDF) and send it: approved templates don't depend on the window.

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