With the WhatsApp Media action, you can automate the delivery of multimedia content—images, videos, documents, and audio—directly from a OmniReach Workflow. This guide walks you through prerequisites, setup, best practices, and troubleshooting.

TABLE OF CONTENTS

• How to send media via Workflow
• Frequently Asked Questions (FAQ)

How to send media via Workflow

Step 1: Go to Automation > Search WhatsApp Media

Step 2: Add WhatsApp: Customer Service Window Check

Step 3: Select the FROM number, Media Type, Upload the media and add the captions

Frequently Asked Questions (FAQ)

Q1: When can I send WhatsApp media messages?
A: Media messages can only be sent while the 24-hour Customer Service Window is open. The window opens each time the customer sends an inbound WhatsApp message and lasts for 24 hours from the timestamp of that message.

Q2: Are media messages free inside the 24-hour window?
A: Yes. All media (images, videos, documents, and audio) sent during an open service window incur no additional cost and you may 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 a WhatsApp template (marketing or utility) that is approved for outbound messaging to the customer.

Q4: What media file sizes are allowed?

• 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

Trying to send files larger than these limits will result in an error from the WhatsApp API.

Q5: Can I add captions to every media type?
A: Captions are supported for images, videos, and documents. Captions are not supported for audio files; any text entered in the caption field for audio will be ignored.

Q6: How long is WhatsApp media available for download?

• Inbound Media (received from users): Available for 7 days from the time it was sent.

• Outbound Media (sent by your business): Available for 30 days from the time it was sent.

After this period, the media link will expire, and the file can no longer be accessed or downloaded.

Tip: If you need to retain important media for longer, consider downloading and storing it securely within the 7- or 30-day window.