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Rich WhatsApp Media Messaging in Conversations Labs

· 3 min read
SMBcrm Team
SMBcrm Team
Product Team

New: Rich WhatsApp Media Messaging in Conversations (Labs)​

WhatsApp conversations in SMBcrm now support richer, more reliable media messaging in the New Conversations UI (Labs). This update makes it easier to send media with added context, support more file types, and manage reusable assets directly from your conversations.

This release brings long-requested WhatsApp capabilities directly into your CRM, helping your team share files more smoothly without jumping between tools.

What’s New​

Send WhatsApp media with captions​

You can now add captions to WhatsApp media messages when sending files. This works when you:

  • Upload files directly from the conversation composer
  • Attach files from Media Storage

If you send multiple attachments at once, the message text you type is automatically applied as the caption, helping recipients understand what they’re receiving and why it matters.

Full WhatsApp-supported file types​

WhatsApp conversations now support all file formats allowed by the WhatsApp Business API, including commonly requested document types.

Supported file types and limits include:

  • Images: PNG, JPG, JPEG (up to 5MB)
  • Videos: MP4, 3GP (up to 16MB)
  • Audio: AAC, AMR, MP3, M4A (up to 16MB)
  • Documents: TXT, PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX (up to 100MB)

This removes prior limitations where certain file types could not be shared through WhatsApp.

Media Storage is available inside WhatsApp conversations​

You can now browse and attach files from Media Storage directly inside a WhatsApp chat.

This helps you:

  • Reuse existing assets without re-uploading
  • Preserve original filenames for a more professional customer experience
  • Send unlimited attachments from Media Storage

Keep important media from expiring with Add to Documents compatibility​

WhatsApp media can expire over time. With this update, WhatsApp attachments remain compatible with Add to Documents so you can store important files, images, and customer assets inside the CRM for long-term access.

Improved reliability and stability​

Alongside new capabilities, several day-to-day messaging issues have been fixed, including:

  • Media no longer duplicates when replying
  • Document thumbnails now display correctly
  • Text and attachments send as a single clean message
  • Filenames no longer appear as “Untitled” to customers
  • Improved composer layout when sending links and attachments together

How This Helps Your Business​

Clearer customer communication​

Captions help your team explain what a file is and what the customer should do next, which can reduce confusion and follow-up questions. This is especially useful for proposals, invoices, onboarding documents, and previews.

Faster sales and support workflows​

Sharing videos, presentations, spreadsheets, and documents directly inside WhatsApp makes it easier to keep momentum in conversations and reduce delays caused by switching tools.

More consistency with reusable assets​

By pulling approved collateral from Media Storage, teams can respond faster and keep messaging consistent, without repeated uploads or sending outdated files.

Fewer errors and failed sends​

Expanded file support reduces “try again” moments caused by file format restrictions, helping customer interactions stay smooth.

Availability​

Available in New Conversations UI (Labs)​

This update is available through the New Conversations UI (Labs). If you need help enabling Labs features or validating your WhatsApp setup, visit our Support page or Contact Us.