Media and documents in chat: the agent sends, receives and understands

Images, video, documents and PDFs, catalogs and forms - right in the conversation, with no external links.

Yes. The agent understands and processes incoming voice notes and continues the flow, with nobody having to listen to the recording.

Photos and screenshots, videos, PDFs, Excel and CSV spreadsheets, Word files and scanned documents. The agent understands the content and answers from it, for example comparing a quote the customer sent with your service or recognizing a product model from a photo.

File sending is available from Standard - up to 100 files - and up to 500 on Business.

Full capability on WhatsApp: there the agent both sends media and understands voice notes, photos, videos and documents. The other channels are gaining these capabilities step by step, and your project manager will tell you what is available on yours.

Based on your media library and settings, combined with understanding the conversation context - so the right file is sent at the right moment.

The agent understands it and answers on the merits, and the file is stored on the customer's record in the CRM and passed to the team, whether it is a photo, a document, a video or a voice note. In a business where customers send a photo of what broke or a document to check, that is the difference between a file swallowed by a chat thread and a file that has already been answered and is waiting for you in the right place. Where a professional judgement is needed, such as a medical diagnosis from a photo, the agent does not give one and hands over to a person.