Send File
Send an image, video, audio or document with a message, then wait for the customer's reply or choice.
What it does#
Send File sends a file with a message and then waits for the customer to answer. Add options if each answer should lead somewhere different.
Use it to send a price list, menu, form or video and ask what's next. To send a file and move on without waiting, add it to a Send Message step. To receive a file from the customer, use Get file.
Set it up#
- 1
Add Send File
Drag Send File onto the canvas, connect the step before into it, and click it. Name it, for example
priceList. - 2
Add the file
Under Media, click Upload a file or drag a file onto it. To use a file that's already online, click Or paste a link and paste it in File Link. You can set File Name (optional): it's filled in for you when you upload.
- 3
Write the message
Write the Message that goes with the file. Tell the customer what to reply.
- 4
Add options (optional)
Under Options, click Add option for each choice, such as Book now and Ask a question. Leave it empty if any typed reply should continue the same way.
- 5
Connect the outputs
Without options, connect the single output to the next step. With options, connect each one.
- 6
Test it
Click Preview and check that the file opens and your reply takes the right path.
What your customer sees#
The file arrives with your message (on some channels the message follows right after the file). If you added options, they appear as a numbered menu or buttons. The chat then waits for the answer, which is saved under the step name, for example {{@priceList}}.
| File type | Formats | Up to |
|---|---|---|
| Image | JPG, PNG | 5 MB |
| Video | MP4, 3GP | 16 MB |
| Audio | MP3, M4A, AAC, AMR, OGG | 16 MB |
| Document | PDF, Word, Excel, PowerPoint, TXT, CSV | 100 MB |
| Sticker | WEBP | 500 KB |
Common problems#
| Problem | Why | Fix |
|---|---|---|
| WhatsApp can't send this file type. Supported: ... | The format isn't supported | Export it as one of the formats above |
| The file is too large. The limit for this type is ... | It's over the limit | Compress it, or upload it elsewhere and send the link in a message |
| The file content doesn't match its type. Save or export it again and retry. | The file was renamed, not converted | Save or export it again in the right format |
| Too many uploads. Try again in a few minutes. | Many uploads in a short time | Wait a few minutes |
| You don't have permission to upload files in this workspace. | Your role can't upload | Ask a workspace owner or admin |
| The file doesn't arrive, but the upload worked | A pasted link isn't public, or doesn't end in a file type | Use Upload a file, or a direct public link |
| The chat stops after the customer answers | The output isn't connected | Connect the output, or every option |
Example#
Price list. Upload Blue Clinic price list.pdf and write Here is our price list. Which service would you like to book? Add the options Book now and Ask a question, then connect them to booking and to Talk to a person.