Your bots can share and receive rich media file types with customers to answer questions that can be better explained using images, files, or videos. This will enable businesses to share and collect information from their customers in a format of their choice, significantly reducing the overall resolution time.
For example, an e-commerce business’ bot can send an image of a product or might want to collect a photo of a damaged item/order from a customer to initiate a refund. As a business, you may also want to send video tutorials, demonstration videos, an invoice, or even a product catalog to your customers.
Sending files, images, and videos through your bot:
- To enable businesses to send or receive images, files, or videos through the bot builder flow,
- Click on the Bot icon from the Nav bar
- Select the respective bot flow and go to the dialog box
- Hover over the upload icon and attach images, files, or videos to your bot flows.
Agent view
End-customer view
Attaching videos to your bot conversations
End-customer view
Attaching files to your bot conversations
You can attach images from your local drive or paste the public hosted URL (only for images and files). Currently, we support the following file formats.
File sizes and Formats supported:
| Type | Generic size / limit | Formats / Vendors |
| Image | 25 MB | "jpg", "png", "gif", "jpeg" |
| Video | NA (we allow embedding publically hosted videos) | Youtube, Vimeo, Vidyard, loom or Wistia |
| File | 25 MB | "csv","doc","docx","odt","pdf","pps", "ppsx","ppt","pptx","txt","xls","xlsx","xml","mov","mp4","mp3" |
Please refer to this article to understand different message types supported on WhatsApp, Facebook Messenger, Instagram DM, Apple Messages for Business, SMS for Twilio, Web Widget, and Mobile SDK.
