Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Handling Multimedia Chat Businesses/ Sending Multimedia Data
Updated on 2025-11-07 GMT+08:00
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Sending Multimedia Data

An agent can quickly send multimedia data collected by tenant administrators to customers, improving business efficiency.

Context

The multimedia data that can be sent varies according to the multimedia channel.

Table 1 Multimedia data and channels

Multimedia Data Type

Supported Sending Channel

Common phrase (including common phrases in the multimedia library and personalized common phrases)
  • Web
  • WeChat
  • X (Twitter)
  • Facebook
  • LINE
  • WhatsApp
  • SMS
  • Instagram
  • Telegram

Voice
  • Web: MP3 or AAC
  • WeChat: MP3
  • Facebook: MP3
  • LINE: M4A
  • WhatsApp: ACC
  • Instagram: M4A
  • Telegram: MP3 or M4A

Video
  • Web
  • WeChat
  • X (Twitter)
  • Facebook
  • LINE
  • WhatsApp
  • Instagram
  • Telegram

Image
  • Web
  • WeChat
  • X (Twitter)
  • Facebook
  • LINE
  • WhatsApp
  • Telegram

Address
  • Web
  • LINE
  • WhatsApp
  • Instagram
  • Telegram

Personalized emoji
  • Web
  • WeChat
  • WhatsApp
NOTE:

When a multimedia agent sends a personalized emoji in GIF format in the multimedia library to a customer, due to the restrictions on WeChat, the image displayed on the customer side is a static image. In such case, the customer can save the image and open it in the phone album, in which the image is a normal GIF image.

Card template

WhatsApp template message

WhatsApp

WhatsApp interactive message

Web card

Web

Rich text

Web

Email draft (not maintained on the Multimedia Library menu)

Email

SMS template (not maintained on the Multimedia Library menu)

SMS

Document
  • Web: DOC, DOCX, PDF, or ZIP
  • WhatsApp: DOC, DOCX, PDF, PPT, PPTX, XLSX, or XLS
  • Telegram: PDF or ZIP

Plain text
  • Web
  • WeChat
  • X (Twitter)
  • Facebook
  • LINE
  • WhatsApp
  • SMS
  • Instagram
  • Telegram
The multimedia data allowed by an agent is affected by OUs. The specific requirements are as follows:
  • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, the agent can view and send the multimedia data of accessible OUs.
  • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the agent can view and send the multimedia data of the owning OU, accessible OUs, and Unorganized.

Prerequisites

Procedure

  1. Click on the right of the online chat workbench.
  2. Select the multimedia data to be sent, and then click to send the data.

    Select a common phrase or plain text which is then automatically filled in the text box in the chat area, and click Send.