Inbox and sales
How to send files, photos and audio from the inbox
In the conversation, click Attach file (or paste the file into the message field) and send it. Each file can be up to 16 MB, and the text you typed goes as the caption. For audio, click Record voice message, listen to it first and send it: the customer receives it as a WhatsApp voice message.
Step by step
Choose Message
Make sure Send as is set to Message. Internal notes don’t accept attachments or audio.
Write the caption (optional)
Whatever text is in the field goes along as the caption, up to 1,024 characters.
Attach
Click Attach file and choose the file, or paste an image straight into the field (Ctrl + V). The file is sent right away.
Supported formats
| Type | Formats |
|---|---|
| Image | JPG, PNG, WEBP |
| Video | MP4, 3GP |
| Audio | OGG, OPUS, MP3, M4A, AAC, AMR, WEBM |
| Document | PDF, TXT, CSV, ZIP, Word (DOC, DOCX), Excel (XLS, XLSX), PowerPoint (PPT, PPTX) |
The limit is 16 MB per file. Larger files are rejected with the warning “File larger than 16 MB”: compress the PDF or video, or send a link.
Caption
The text typed in the field goes as the file’s caption, up to 1,024 characters. If the text is longer, the dashboard asks you to shorten it before attaching. Audio doesn’t accept a caption: send the text separately or delete it before attaching.
When you paste an image, you see a preview with the file size and a reminder that the text goes as the caption. Send or cancel the pasted file before recording audio.
Record a voice message
- Click Record voice message (the microphone next to the field). The first time, the browser asks for permission to use the microphone.
- Speak. The counter shows the recorded time; the limit is 15 minutes.
- Click Stop to listen before sending.
- Click Send audio, or discard the recording and start over.
The customer receives the audio as a voice message, just like one recorded in WhatsApp itself.
Recording only works with the dashboard open on a secure address (https) and in an up-to-date browser: Chrome, Edge or Firefox.
Example
Example with fictional data. At Example Co., Ana sends the PDF catalog (2.4 MB) with the caption “Here’s the catalog with October prices 👇” and then a 40-second audio explaining the payment options. Both stay in the conversation, with the status Delivered and then Read.
Didn’t work? See…
- “No permission to use the microphone”: allow the microphone for the site in your browser settings (the icon next to the address) and try again.
- “This browser can’t record voice messages in WhatsApp’s format”: use an up-to-date Chrome, Edge or Firefox.
- The file shows the Failed status: use Resend. If the number is disconnected, see WhatsApp disconnected.
- The attach button is disabled: you’re in Internal note mode.
Frequently asked questions
What’s the maximum file size on WhatsApp through the inbox?
16 MB per file, for images, video, audio or documents.
Can I send audio from my computer?
Yes. Click Record voice message, listen to it first and send it. The limit is 15 minutes per audio.
See the path from ad to sale in your WhatsApp.
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