Sending photos, PDFs and voice notes
On WhatsApp, Messenger and Instagram, send a customer a photo or a voice note from the reply box, and a PDF on WhatsApp and Messenger.
Updated
On a WhatsApp, Messenger or Instagram chat you've taken over, the reply box has a paperclip for a photo or a PDF, and a Voice note button. Website chat takes text replies only.
A photo or a PDF. Press the paperclip and pick one file. It shows above the reply box with its name and size, and a button to remove it. Press Send reply; a bar shows its progress while it uploads.
| What you send | Messenger | ||
|---|---|---|---|
| Photos | JPEG or PNG, up to 5 MB | JPEG or PNG, up to 8 MB | JPEG or PNG, up to 8 MB |
| PDFs | Up to 25 MB | Up to 25 MB | Can't be sent: Instagram doesn't show PDFs sent from Syniria |
| Text you type with the file | Goes with it as its caption, up to 1,024 characters | Goes as its own message, right after the file | Goes as its own message, right after the file |
- A larger photo, up to 40 MB, is made smaller before it's sent, and the reply box says by how much.
- Other photo formats, such as HEIC or WebP, need saving as JPEG or PNG first.
- Other files, such as Word documents, videos and audio files, can't be sent from the Inbox.
- One file at a time.
A voice note. While the reply box is empty, Send reply reads Voice note. Press it, and allow your microphone the first time your browser asks. While you record, the box shows the time, with Stop and Cancel. A voice note can be up to 2 minutes; recording stops by itself at 2:00. After Stop you can play it back, then press Send reply, or remove it. Text you type goes as its own message, right after the voice note. On Instagram, record in Chrome, Edge or Safari: Firefox can't make the kind of voice note Instagram plays.
The 24-hour window. On WhatsApp, Messenger and Instagram, files and voice notes can be sent only within 24 hours of the customer's last message. After that the paperclip and Voice note explain instead; on WhatsApp you can send a template (see Sending a WhatsApp template after 24 hours).
What your agent knows. Your agent sees that a teammate sent a photo, a PDF or a voice note, and a caption's text, but not what's in the file. Before you hand a chat back with Return to AI, put anything it needs to know in a text reply.