Who This Is For / When to Use
Businesses using WhatsApp inside Kyrios workflows.
Teams that need to automatically send files (PDFs, images, videos, audio) after a customer message.
Any workflow that requires media delivery instead of plain text.
What the WhatsApp Media Action Does
Sends one media file per action via WhatsApp.
Works only when the 24-hour Customer Service Window is open.
Supports images, videos, documents, and audio.
Can be stacked multiple times in a workflow to send multiple files sequentially.
Supported Media Types
Images
Videos
Documents
Audio
Each WhatsApp Media action sends exactly one file.
How to Add WhatsApp Media to a Workflow
1. Open the Workflow Builder
Go to Automations → Workflows.
Open an existing workflow or create a new one.
2. Add the WhatsApp Media Action
Click Add Action.
Search for WhatsApp.
Select WhatsApp Media from the action list.
3. (Recommended) Check the Customer Service Window First
Add WhatsApp: Customer Service Window Check before the WhatsApp Media action.
Use branching to continue only if the window is open.
This prevents failed media sends.
4. Configure the WhatsApp Media Action
Fill in the required fields:
From Number:
Select the connected WhatsApp number that will send the media.Media Type:
Choose Image, Video, Document, or Audio.Media:
Upload a file or select one from your media library.Caption (if available):
Optional text shown with images, videos, or documents.
5. Save and Publish
Click Save Action.
Publish the workflow.
The media will send automatically when the workflow reaches this step and the service window is open.
Important Rules and Limitations
24-Hour Customer Service Window
Media can only be delivered during the open 24-hour window.
The window opens when a customer sends an inbound WhatsApp message.
After 24 hours of no inbound activity, media messages will fail.
One File Per Action
Each WhatsApp Media action sends one file only.
To send multiple files:
Add multiple WhatsApp Media actions in sequence.
Captions by Media Type
Images: Supported
Videos: Supported
Documents: Supported
Audio: Not supported (caption text is ignored)
Common Issues and Fixes
Media Message Failed
Cause: Customer Service Window is closed.
Fix: Send an approved WhatsApp template (Marketing or Utility) to reopen the window before sending media.
File Will Not Upload
Cause: File exceeds WhatsApp size limits or unsupported format.
Fix: Resize or convert the file before uploading.
Nothing Sends in the Workflow
Cause: No WhatsApp subscription or number connected.
Fix: Complete WhatsApp integration and select a valid sending number.
FAQ
What media file sizes are allowed?
Images: JPEG or PNG ≤ 5 MB
Videos: MP4 or 3GP ≤ 16 MB (H.264 video + AAC audio)
Audio: AAC, AMR, MP3, M4A, or OGG (OPUS) ≤ 16 MB
Documents: TXT, PDF, DOC/X, PPT/X, XLS/X ≤ 100 MB
Files larger than these limits will fail.
Are media messages free inside the 24-hour window?
Yes. All media messages sent during the open 24-hour Customer Service Window are free and unlimited.
What happens if I try to send media after the 24-hour window closes?
The message fails. You must send an approved WhatsApp template to reopen the window.
When can I send WhatsApp media messages?
Only during the active 24-hour Customer Service Window that starts after a customer sends a message.
Can I add captions to every media type?
Captions work for images, videos, and documents. Captions are not supported for audio files.
Can media messages trigger workflows?
Yes. If a customer replies to the media message, that inbound message can trigger workflows and reopens the 24-hour window.
Is there a daily sending limit for WhatsApp media?
No. There is no limit during the open 24-hour window.
Can I send multiple images at once?
No. Each WhatsApp Media action sends one file. Use multiple actions to send multiple images or documents.