Overview
Beyond text, you can enrich a conversation with attachments (files, images, documents), voice messages recorded on the spot, emojis and reactions to messages. The availability of each feature depends on the channel: WhatsApp, for instance, supports most of them; other channels may vary.
Prerequisites
- An open conversation in an inbox that supports the feature you want.
- For media, respect the channel's size and format limits.
Step by step
- Attachments: in the reply box, use the attach button to pick files from your computer (or drag and drop). Add a caption if you like and send.
- Voice message: use the microphone button to record; stop when done and send the audio.
- Emoji: open the emoji picker to add one to the reply text.
- Reactions: hover over a message and choose a reaction (when the channel supports it) — handy to confirm receipt or signal agreement without sending a new message.
- Check the preview before sending.
Settings & options
- Attachment types: images, videos, audio, documents and other formats the channel accepts.
- Captions: many media types accept text alongside them.
- Reactions: depend on the source channel; not all support them.
- Reuse files: when the Media module is available, you can re-send already-saved files without uploading again.
Use cases
- Send a receipt, a PDF manual or an illustrative image.
- Reply quickly with audio when writing it out would take too long.
- React to a customer's message to confirm receipt without cluttering the conversation.
Tips, limits & best practices
- Respect the channel's size/format limits — large files may be rejected.
- Prefer PDF for documents and common image formats for photos.
- Use audio sparingly; many customers prefer text they can reread.
Troubleshooting
- The attachment failed: check the size and format accepted by the channel and try again.
- I can't react to a message: the channel may not support reactions.
- The audio didn't record: check the browser's microphone permission.