Open the Workflow Area
From the Kyrios dashboard, click Automation in the left navigation.
Confirm that the Workflows tab is selected.
The Workflows area contains existing workflows and the controls for creating a new workflow.
Create a Workflow From Scratch
Click Create Workflow.
Select Start from Scratch.
Starting from scratch opens an empty workflow in the Builder.
Add a Workflow Step
In the workflow Builder, click the + icon where you want to add the next workflow action.
The + icon opens the action selector for that position in the workflow.
Add the WhatsApp Customer Service Window Check
Before sending WhatsApp media, add a customer service window check.
Click the + icon.
Search for WhatsApp: Customer Service Window Check.
Select WhatsApp: Customer Service Window Check from the available actions.
The WhatsApp: Customer Service Window Check determines whether the contact's WhatsApp customer service window is currently Open or Closed. This allows the workflow to send the media message only through the Open path.
Add the Media Action to the Open Branch
After the customer service window check is added, the workflow creates two branches:
Open
Closed
Under the Open branch, click the + icon.
Place the WhatsApp Media action on the Open branch so the workflow attempts to send the media only when the customer service window is open.
Select the WhatsApp Media Action
In the action selector, search for WhatsApp.
Select WhatsApp Media.
Do not select the standard WhatsApp action if the workflow needs to send an image, audio file, video, or document. Select WhatsApp Media for media attachments.
Configure the WhatsApp Media Action
After selecting WhatsApp Media, configure the action settings.
Enter or confirm the Action Name.
Select the connected WhatsApp number from From Number.
Open the Media Type dropdown.
Select the type of media you want to send.
Available Media Type options are:
Audio
Video
Document
Image
The selected Media Type determines the file requirements for the attachment.
Audio
Audio files can be up to 16 MB. Supported formats shown in the action include:
AAC
AMR
MP3
MP4 Audio
OGG Audio
Video
Video files can be up to 16 MB. Supported formats shown in the action include:
3GPP
MP4
Document
Documents can be up to 100 MB. Supported formats shown in the action include:
TXT
XLS
XLSX
DOC
DOCX
PPT
PPTX
PDF
Image
Images can be up to 5 MB. Supported formats shown in the action include:
JPEG
PNG
Upload the Media File
After selecting the Media Type:
Click Add attachment.
Select the file you want the workflow to send.
Confirm that the uploaded filename appears in the Media section.
Verify that the attachment meets the size and file-type requirements for the selected Media Type.
The attachment added to the action is the file that will be sent when a contact reaches this workflow step.
Save the WhatsApp Media Action
After configuring the From Number, Media Type, and attachment:
Review the action settings.
Click Save Action.
Saving the action adds the configured WhatsApp Media step to the workflow.
How the Customer Service Window Controls Media Sending
The WhatsApp: Customer Service Window Check separates contacts into two workflow paths:
Open: The WhatsApp customer service window is open.
Closed: The WhatsApp customer service window is not open.
Place the WhatsApp Media action under the Open branch when the media should only be sent during the active customer service window. The Closed branch can be configured separately based on the workflow's requirements.
Common Issues and Fixes
The WhatsApp Media action does not send
Confirm that the WhatsApp Media action is located under the Open branch of the WhatsApp: Customer Service Window Check. The media action in this setup is intended to run only when the customer service window is open.
The file cannot be attached
Confirm that the selected file matches both the Media Type and the supported file requirements. For example:
Images must use a supported image format and be no larger than 5 MB.
Videos must use a supported video format and be no larger than 16 MB.
Audio must use a supported audio format and be no larger than 16 MB.
Documents must use a supported document format and be no larger than 100 MB.
The wrong WhatsApp number is being used
Open the WhatsApp Media action and check From Number. Select the connected WhatsApp number that should send the media message, then save the action again.
The workflow reaches the Closed branch
The Closed branch means the WhatsApp: Customer Service Window Check determined that the customer's service window is not currently open. The WhatsApp Media action should remain on the Open branch when the media must only be sent during an active customer service window.
FAQ
How do I ensure the workflow is within the active WhatsApp customer service window?
Add WhatsApp: Customer Service Window Check before the WhatsApp Media action. The action creates Open and Closed branches. Add WhatsApp Media to the Open branch so the media action runs only when the customer service window is open.
Can I test the media message before using the workflow normally?
Yes. After the workflow is configured, use the workflow's testing controls under test conditions to confirm that the media action sends the expected attachment.
What media types can I send through the WhatsApp Media workflow action?
The WhatsApp Media action supports Audio, Video, Document, and Image media types. The supported file formats and maximum file sizes depend on the Media Type selected in the action.
How do I choose which WhatsApp number sends the media?
Open the WhatsApp Media action and select the connected WhatsApp number from the From Number dropdown. The selected number is used when the workflow executes the media action.
What happens if the WhatsApp customer service window is closed?
The WhatsApp: Customer Service Window Check routes the contact to the Closed branch. A WhatsApp Media action placed only under the Open branch will not run through the Closed branch.
What is the maximum file size for a WhatsApp image?
Images can be up to 5 MB. The action shows JPEG and PNG as supported image formats.
What is the maximum file size for WhatsApp video or audio?
Audio and video files can each be up to 16 MB, subject to the supported file formats displayed in the WhatsApp Media action.
What is the maximum file size for a WhatsApp document?
Documents can be up to 100 MB, subject to the supported document formats displayed in the WhatsApp Media action.