Workflow Action: WhatsApp Media

With the WhatsApp Media action, you can automate the delivery of multimedia content such as images, videos, documents, and audio directly from your workflows. This feature allows businesses to send rich media content quickly and conveniently, helping you engage customers in a more personalized and professional way.

Key Features and Benefits:

  • Multimedia Automation: Automatically send images, videos, documents, and audio files to your customers during specific interactions.
  • 24-Hour Service Window: Send media within the 24-hour customer service window, offering flexibility in how you interact with customers.
  • Efficient Workflow Integration: Seamlessly integrate WhatsApp media into your existing workflows to save time and enhance customer communication.

How to Use:

1. Go to Tools & Reporting > Automations: Navigate to the Automation section of the Mastermind platform.

2. Search WhatsApp Media: Locate the WhatsApp Media action within the available options.

3. Add Customer Service Window Check: Ensure that the 24-hour customer service window is checked before sending media.

4. Configure Your Media Settings: Select the “FROM” number, choose the media type (image, video, document, or audio), upload the media file, and add any necessary captions.

Important Notes:

  • Media Delivery Time: Media can only be sent when the 24-hour customer service window is open. This window is activated each time the customer sends an inbound WhatsApp message and remains open for 24 hours from that point.
  • File Size Limits: There are specific size limits for media files that can be sent through WhatsApp. Refer to the FAQ section for the full list of file types and sizes.

Pro Tips:

  • Ensure Customer Interaction: To avoid failed media delivery, make sure the customer has interacted with your WhatsApp number within the last 24 hours.
  • File Size Awareness: Always check the file size before sending media. If you try to send files that exceed the size limit, they will fail to send.

Frequently Asked Questions (FAQ)

Q1: What media file sizes are allowed?

A:

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

Files larger than these limits will result in an error from the WhatsApp API.

Q2: Are media messages free inside the 24-hour window?

A: Yes, all media messages (images, videos, documents, and audio) sent during the 24-hour service window are free, and you can send an unlimited number of media messages.

Q3: What happens if I try to send media after the 24-hour window closes?

A: The media message will fail. To re-open the window, you must send an approved WhatsApp template (marketing or utility) to the customer.

Q4: When can I send WhatsApp media messages?

A: Media messages can only be sent during the 24-hour customer service window. This window opens each time a customer sends an inbound WhatsApp message and remains open for 24 hours from that message's timestamp.

Q5: Can I add captions to every media type?

A: Captions are supported for images, videos, and documents. However, captions are not supported for audio files. Any text entered in the caption field for audio files will be ignored.

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