Send Image, Document, or Voice
Media attachments are available on WhatsApp conversations only. The composer toolbar does not appear on Instagram threads.
You must have taken over the conversation from the bot (or be the assigned agent) before media controls show.
Toolbar (Desktop)
Above the message box on WhatsApp chats, use the icon row:
| Control | Action |
|---|---|
| Microphone | Record voice message — click again to stop; button shows Stop & Send when recording |
| Image | Upload image |
| Document | Upload document |
Only one attachment at a time. Remove the current preview before choosing another file.
Mobile
Tap Attach or tools (+), then choose:
- Voice message
- Image
- Document
While recording, the mic button shows elapsed time — tap to stop and send.
Preview and Send
After you pick a file, a preview appears above the toolbar. Remove it with the clear control if you change your mind.
Click Send Media (or Stop & Send for voice) to deliver the attachment. Progress text may show Sending image…, Sending voice message…, or Sending file… during upload.
When Media Is Blocked
| Situation | Behaviour |
|---|---|
| Customer care window closed (WhatsApp) | Media toolbar hidden; use Utility template or internal note |
| Bot still active | Take over first — media tools appear for assigned agents |
| Invalid file type or size | An alert explains the validation error |
Instagram does not support outbound media in this release — see Instagram Is Text-Only.
Related Articles
- Send a Text Message (8.1)
- Quick Replies (8.4) — voice quick replies use the same voice path
- Customer care windows (chapter 9)