Sending media
Sending images, documents, and voice notes, and how inbound media is handled.
You can send photos, videos, documents, and voice notes straight from the WhatsApp composer, and every file a customer sends you shows up right in the thread. MAZZA handles the heavy lifting behind the scenes so even large files send cleanly.
What you can send
From the message composer you have two buttons next to where you type:
- The paperclip (Attach a file) for images, videos, and documents.
- The microphone (Record a voice note) to record and send audio.
When you attach a file, a preview appears above the composer with the filename and an upload status. You can add a caption with images, videos, and documents: just type your message, then send. The caption travels with the file.
| Field | Type | Description |
|---|---|---|
| ImagesCaption supported | photo | JPG, PNG, and similar. Large phone photos are shrunk automatically so they always send. |
| VideosCaption supported | video | Short clips. Sent by secure link so they do not get blocked by upload size limits. |
| DocumentsCaption supported | file | PDF, Word, Excel, PowerPoint, and plain text files. |
| Voice notesMicrophone needed | audio | Recorded in your browser and sent as a WhatsApp voice message. |
Size limits come from WhatsApp
WhatsApp (Meta) sets the real size limits per file type. Images cap around 5 MB, and the largest single file you can send is about 16 MB. MAZZA shrinks big photos for you automatically, but very large videos may need to be trimmed first. If a file is rejected, try a smaller version.
How to send a file
Open the chat
Pick the conversation in the WhatsApp inbox.
Attach your file
Click the paperclip and choose a file from your device. A preview appears above the composer.
Add a caption (optional)
Type a message to go with an image, video, or document. Voice notes are sent on their own, with no caption.
Wait for 'Ready to send'
The preview shows Uploading and then Ready to send once the file is in place. Then press Send.
Why large files still work
Most web apps reject big uploads because the server has a small size limit. MAZZA gets around this. When you attach an image, video, or document, the file uploads directly to MAZZA's private, encrypted storage using a one-time secure link. WhatsApp then fetches it from there to deliver it. This means videos and large images send without getting stuck, and you never have to think about it.
Recording a voice note
Click the microphone
Your browser asks for permission to use your microphone the first time. Allow it.
Speak, then stop
A red dot, a timer, and a live level meter show that you are being recorded. Press the stop button when you are done.
Review and send
Play your recording back. Send it, or discard it and try again.
Microphone access is required
Voice notes are recorded in your browser, so it needs microphone permission. If you see "Microphone permission denied", allow microphone access for MAZZA in your browser settings, then click the microphone again. On a locked-down work laptop, your IT team may need to enable it.
Media your customers send you
When a customer sends a photo, document, or voice note, it appears in the conversation thread just like a text message. Images show as thumbnails, and voice notes get a player you can press to listen.
MAZZA loads this incoming media through a secure proxy tied to your session, so only signed-in team members in your organization can open it. WhatsApp's own media links expire within minutes and need special credentials, so MAZZA fetches each file on demand when you open the chat. You may notice a brief moment as an image or voice note loads the first time. After that it is cached in your browser for the day.
Inbound voice notes are easy to action
When a customer leaves a voice note (for example, a car rental query or a booking change), play it in the thread, then reply by text, voice, or a template as the situation needs.
Good to know
Can I send media at any time?
You can send freely while the 24-hour customer service window is open. Once it closes, WhatsApp only allows approved templates, which can include media of their own.
Why was my file rejected?
Almost always because it is too large or an unsupported type. MAZZA accepts images, audio, video, PDFs, and common Office and text documents. Try a smaller file or convert it to PDF.
Does the AI agent send media too?
This page covers media sent by your team from the inbox. For what the AI agent does on its own, see The WhatsApp AI agent.
Last updated June 2026