WhatsApp media messaging lets you send supported images, videos, audio files, and documents directly from Conversations. In the new Conversations experience, you can add captions to WhatsApp media, upload files from the message composer, and reuse files from Media Storage. This helps teams provide clearer context, reduce repeated uploads, and keep customer communication moving in one place.

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What is Rich WhatsApp Media Messaging in Conversations?


Rich WhatsApp Media Messaging allows you to send supported media files through WhatsApp conversations. Media can be uploaded directly from the composer or selected from Media Storage, giving you more flexibility when sharing files with contacts. Captions can also be included with supported media so recipients understand why a file is being sent.


This feature is available through the New Conversations UI in Labs. The redesigned Conversations experience includes an updated inbox and message composer for managing communication.


Key Benefits of Rich WhatsApp Media Messaging


Rich WhatsApp media messages help teams communicate with more context and less friction. Instead of sending plain text or repeatedly uploading the same assets, you can send supported files with captions from the same conversation composer.

  • Faster Media Sharing: Reuse pre-uploaded files from Media Storage without uploading the same file each time.

  • Clearer Communication: Add captions so recipients understand the purpose of each image, video, document, or file.

  • Broader File Compatibility: Send WhatsApp-supported media types, including common document formats such as TXT, PDF, DOCX, XLSX, and PPTX.

  • Reduced Upload Friction: Attach files from the composer or Media Storage based on where the file is already available.

  • Improved Retention: Save important WhatsApp media to Documents so business-critical files remain accessible after WhatsApp media assets expire.

Availability and Requirements


Rich WhatsApp media messaging depends on the correct Conversations experience and a connected WhatsApp channel.

  • This feature is available through the New Conversations UI in Labs.

  • If you are not using the New Conversations UI, you may not see this behavior yet.

  • WhatsApp must be connected in your account before you can send WhatsApp messages from Conversations.

  • Make sure WhatsApp is selected as the active conversation channel before sending media.

  • WhatsApp template rules may still apply when messaging outside an active WhatsApp conversation window.

  • WhatsApp media may be limited to sending within the 24-hour customer service window, depending on WhatsApp rules and your messaging scenario.

Supported WhatsApp Media Types and File Limits


WhatsApp media files must match supported formats and size limits before they can be sent successfully. These limits apply to media sent from both composer uploads and Media Storage attachments in the New Conversations UI.

Media TypeSupported FormatsMaximum File Size
ImagesPNG, JPG, JPEG5 MB
VideosMP4, 3GP16 MB
AudioAAC, AMR, MP3, M4A16 MB
DocumentsTXT, PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX100 MB

Sending WhatsApp Media from the Composer


Composer uploads let you send files from your device while replying to a WhatsApp conversation. This is helpful when the file is local, newly created, or not already stored in Media Storage.


To send WhatsApp media from the composer:

  1. Open Conversations.

  2. Open the contact’s WhatsApp conversation.

  3. Confirm that WhatsApp is selected as the message channel.

  4. Click the attachment option in the composer.

  5. Upload a supported file from your device.

  6. Enter message text if you want to include a caption.


  7. Send the message.


When media and text are sent together, the composer text is used as the caption for the media instead of sending the text and file as separate messages.

Sending WhatsApp Media from Media Storage


Media Storage attachments let you reuse files that are already uploaded. This is useful for frequently shared assets such as brochures, onboarding documents, product images, service menus, or videos.


Media Storage provides a centralized place to upload, organize, preview, and manage files.


To send WhatsApp media from Media Storage:

  1. Open Conversations.

  2. Open the contact’s WhatsApp conversation.

  3. Confirm that WhatsApp is selected as the message channel.

  4. Open the attachment or Media Storage option in the composer.


  5. Browse or search for the file you want to send.

  6. Select one or more supported files.


  7. Add text in the composer if you want to include a caption.



  8. Send the message.

How Captions Work with WhatsApp Media


Captions give recipients helpful context about the media they receive. Instead of sending an attachment without explanation, you can include text that explains what the file is, why it was sent, or what the recipient should do next.


Saving WhatsApp Media with Add to Documents


WhatsApp media assets can expire, which may prevent you from accessing important files later. Saving important media to Documents helps preserve customer-submitted files, signed assets, proof documents, or business-critical attachments for long-term reference.


The Add to Documents flow lets you save message attachments to the contact’s Documents area by using the three-dot menu next to a message attachment.


To save WhatsApp media to Documents:

  1. Open the WhatsApp conversation that contains the media attachment.

  2. Locate the message with the attachment.

  3. Click the three-dot menu next to the message or attachment.

  4. Select Add to Documents.

  5. Confirm that the file is available in the contact’s Documents area.

Frequently Asked Questions


Q: Why do I not see this WhatsApp media messaging behavior?
A: This feature is available through the New Conversations UI in Labs. If you are not using the New Conversations UI, you may not see the updated behavior yet.


Q: Can I send captions with WhatsApp media?
A: Yes. Captions are supported when sending WhatsApp media from composer uploads or Media Storage attachments.


Q: Can I attach files from Media Storage?
A: Yes. You can browse and attach supported files from Media Storage directly inside WhatsApp conversations in the New Conversations UI.


Q: What file types are supported?
A: Supported file types include PNG, JPG, JPEG, MP4, 3GP, AAC, AMR, MP3, M4A, TXT, PDF, DOC, DOCX, XLS, XLSX, PPT, and PPTX.


Q: What happens if I send multiple attachments with text in the composer?
A: The composer text is automatically used as the caption across the sent attachment messages.


Q: Why does the inbox show a generic attachment icon after sending media?
A: Successfully sent attachment messages may display a generic attachment icon. This is currently expected behavior.


Q: Why should I use Add to Documents for WhatsApp media?
A: WhatsApp media assets can expire. Add important media to Documents when you need long-term access to customer files or business-critical attachments.