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Patient Copilot Help Center

How to Send WhatsApp Media Messages with Captions in Conversations

WhatsApp media messaging in Patient Copilot allows users to send supported images, videos, audio files, and documents directly from Conversations. With the New Conversations UI, users can add captions to WhatsApp media, upload files from the composer, and reuse files from Media Storage. This helps teams provide clearer context, reduce repeated uploads, and keep customer communication moving inside Patient Copilot. * * * ## Availability and Requirements Rich WhatsApp media messaging depends on the correct Conversations experience and a connected WhatsApp channel. Confirming availability first helps users avoid confusion if the updated media behavior does not appear in their account. - This feature is available through the New Conversations UI in Labs.

  • Users who are not using the New Conversations UI may not see this behavior yet.
  • WhatsApp must be connected in the Patient Copilot account before users can send WhatsApp messages from Conversations.
  • Users should make sure WhatsApp is selected as the active conversation channel before sending media.
  • WhatsApp template rules may still apply when messaging outside an active WhatsApp conversation window.
  • Existing Patient Copilot WhatsApp workflow guidance notes that WhatsApp media can only be sent inside the 24-hour customer service window. * * * WhatsApp media files must match supported formats and size limits before they can be sent successfully. These limits apply to media sent from both Composer uploads and Media Storage attachments in the New Conversations UI. | Media Type | Supported Formats | Maximum File Size | | --- | --- | --- | | Images | PNG, JPG, JPEG | 5 MB | | Videos | MP4, 3GP | 16 MB | | Audio | AAC, AMR, MP3, M4A | 16 MB | | Documents | TXT, PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX | 100 MB | * * * Composer uploads allow users to send files from their device while replying to a WhatsApp conversation. This is helpful when the file is local, newly created, or not already stored in Media Storage. To send WhatsApp media from the composer: 1. Open Conversations in Patient Copilot.
  1. Open the contact’s WhatsApp conversation.
  2. Confirm that WhatsApp is selected as the message channel.
  3. Click the attachment option in the composer.!(https://assets.patientcopilot.ai/2dd46433d235e81d.png) 5. Upload a supported file from your device.
  4. Enter message text if you want to include a caption.!(https://assets.patientcopilot.ai/322c384e700f8bf4.png) 7. Send the message. When media and text are sent together, the composer text is used as the caption for the media instead of sending the text and file as separate unexpected messages. * * * Media Storage attachments allow users to reuse files that are already uploaded in Patient Copilot. This is useful for frequently shared assets such as brochures, pricing sheets, onboarding documents, product images, service menus, or videos. Media Storage provides a centralized place to upload, organize, preview, and manage files across Patient Copilot. To send WhatsApp media from Media Storage: 1. Open Conversations in Patient Copilot.
  5. Open the contact’s WhatsApp conversation.
  6. Confirm that WhatsApp is selected as the message channel.
  7. Open the attachment or Media Storage option in the composer.!(https://assets.patientcopilot.ai/45290f6bbbe35afc.png) 5. Browse or search for the file you want to send.
  8. Select one or more supported files.!(https://assets.patientcopilot.ai/53663502bbe93256.png) 7. Add text in the composer if you want to include a caption.!(https://assets.patientcopilot.ai/9b45aed264bcdc82.png) 8. Send the message. * * * Captions give recipients helpful context about the media they receive. Instead of sending an attachment without explanation, users can include text that explains what the file is, why it was sent, or what the recipient should do next. Caption Behavior: - Captions are supported for WhatsApp media sent through Composer uploads.
  • Captions are supported for WhatsApp media selected from Media Storage.
  • When multiple attachments are sent, the composer text is automatically used as the caption across the sent attachment messages.
  • This improves the sending experience by preventing text and attachments from being separated unexpectedly. * * * WhatsApp media assets can expire, which may prevent users from accessing important files later. Saving important media to Documents helps preserve customer-submitted files, signed assets, proof documents, or business-critical attachments for long-term reference. Patient Copilot’s Add to Documents flow allows users to save message attachments to the contact’s Document Management tab by using the three-dot menu next to a message attachment. To save WhatsApp media to Documents: 1. Open the WhatsApp conversation that contains the media attachment.
  1. Locate the message with the attachment.
  2. Click the three-dot menu next to the message or attachment.
  3. Select Add to Documents.
  4. Confirm that the file is available in the contact’s Documents area. * * * ## Frequently Asked Questions **Q: Why do I not see this WhatsApp media messaging behavior? **A: This feature is available through the New Conversations UI in Labs. Users who are not using the New Conversations UI may not see the updated WhatsApp media behavior yet. **Q: Can I send captions with WhatsApp media? **A: Yes. Captions are supported when sending WhatsApp media from Composer uploads or Media Storage attachments. **Q: Can I attach files from Media Storage? **A: Yes. Users can browse and attach supported files from Media Storage directly inside WhatsApp conversations in the New Conversations UI. Q: What file types are supported? A: Supported file types include PNG, JPG, JPEG, MP4, 3GP, AAC, AMR, MP3, M4A, TXT, PDF, DOC, DOCX, XLS, XLSX, PPT, and PPTX. Q: What happens if I send multiple attachments with text in the composer? A: The composer text is automatically used as the caption across the sent attachment messages. Q: Why does the CRM show a generic attachment icon after sending media? A: Successfully sent attachment messages may display a generic attachment icon in the CRM. This is current expected behavior. Q: Why should I use Add to Documents for WhatsApp media? A: WhatsApp media assets can expire. Add important media to Documents when you need long-term access to customer files or business-critical attachments. * * * ## Related Articles - Attachments Made Easy in Conversations