You can send photos to a customer from any WhatsApp chat in Conversations, as long as the customer wrote in the last 24 hours. Photos must be JPG, PNG or WebP. Documents such as PDFs can't be sent from the dashboard yet.
Send a photo
- Open the chat in Conversations.
- Click the image button next to the message box (Attach image), or open the paperclip (Attach) and choose Attach image.
- Pick the photo from your computer or phone.
- A preview appears above the box (Image to send). To change it, remove it with Remove image and pick another.
- Add some text if you like, then send.
Sending a photo works like any other reply: if the assistant was handling the chat, it pauses there. See Reply yourself and hand back to the assistant.
Which photos work
- Formats: JPG, PNG or WebP. Other files show Please choose a JPEG, PNG, or WebP image.
- Size: large photos are reduced automatically before sending, so they arrive quickly. If a photo is still too big, you'll see That image is too large. Try a smaller photo.
- Timing: only within 24 hours of the customer's last message. Outside that window the image button is disabled and shows Images can only be sent within 24 hours of the customer's last message. See The WhatsApp 24-hour window.
Documents
The Attach menu also lists Document, but documents can't be sent yet. If you choose one, you'll see Documents can't be sent yet. Attach an image, or paste the file as a photo.
What you can do instead:
- Take a screenshot of the page that matters and send it as a photo.
- Send a link to the file, for example from your website or a shared folder.
What customers can send you
Customers can send you all the usual WhatsApp content, and you see it in the chat:
- Photos: click one to see it full size.
- Videos and voice notes: play them right in the chat.
- Documents: open them from the chat.
- Locations: shown as Shared location, with Open in Maps.
- Reactions: the emoji a customer reacts with appears on the message.
If a photo doesn't load, click Retry on it.
Good to know
- Add emoji with the smiley button (Emoji) next to the message box.
- Sending failed? The message shows Not sent with a Retry button. Your photo is kept so you can try again.
- Pictures, not files. For anything that isn't a photo (an invoice, a contract), sending a link is usually the most reliable option for now.