Open the chat and use the buttons on the left of the answer box: the paperclip for photos, videos and files, the camera for a new photo, the microphone for a voice note, or the gallery button for your saved product photos. Then press send. You can pick up to 30 files at a time, each up to 25 MB; they go out 5 at a time.
Where to find it
Admin › CRM › Inbox › Inbox, open a chat. The answer box is under the messages.
You can send in chats given to you (Inbox — own chats). People with Inbox — every chat can also answer any chat.
Step by step
- Open the chat.
- Add what you want to send:
- Paperclip (Photo / video / file): pick one or more files from your computer or phone.
- Camera (Take a photo): on a phone, opens the camera.
- Microphone (Voice message): allow the microphone, speak, then press Stop & add. Press Cancel to throw it away.
- Gallery (Product photos): pick photos from your store's gallery, by category.
- You can also paste a photo into the box, or drag files onto it.
- Each file shows as a small chip above the box. Press × on a chip to remove it.
- Write a text too if you like, and press the send button.
Good to know
- Limits: up to 30 files per pick (your files and gallery photos together), sent 5 at a time, each at most 25 MB, which is Facebook's limit for one file. Big photos are made smaller first; WhatsApp has its own limits — see sending many photos.
- File types: photos (jpg, png, gif, webp, heic), videos (mp4, mov, 3gp, webm), audio (mp3, m4a, aac, ogg, opus, wav) and documents (pdf, doc, docx, xls, xlsx, csv, txt, zip, rar).
- Order: the text goes first, then each file as its own message.
- Voice notes are recorded in the browser and play as a voice note. If Facebook does not take one as audio, it is sent as a file instead.
- A file counts as an answer. Sending a photo or file stops the answer clock, just like text.
- Comments are text only. In a chat that comes from a post comment, the file buttons are not shown.
- Send later. The clock button next to the tools lets you schedule a message with text and files.
- After 24 hours. If the customer's last message is more than 24 hours old, Facebook may not deliver a normal answer. On WhatsApp only an approved template can be sent then.
- The gallery button shows only when your gallery has at least one photo.
Common problems
- "A file can be at most 25 MB." Make the video shorter or the file smaller.
- "This kind of file cannot be sent." The file type is not on the list above.
- "Allow the microphone for this site to record." Allow the microphone in your browser's site settings, then try again.
- "Not sent: …" Facebook or WhatsApp refused it. The reason is shown after "Not sent".
Related
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