MMS and Media - Waveline Support

Add photos, documents, and other supported files to a Waveline conversation when information is easier to show than describe. Attachments remain with the conversation so teammates with inbox access can review the same message and media.

Before you begin

For external messages, use an active messaging number on your own personal inbox or a shared inbox where you are a Member or Manager. Viewer access does not allow sending.
Complete outbound texting registration for the sending number. Internal team messages do not require a business phone number or outbound texting registration.
Confirm that the recipient agreed to receive messages from your business.
Check that the file is an appropriate type and size.
Allow photo-library access on mobile if you want to select an image from the device.

Where to find attachments

In the web app, open Phone → Messages, select a conversation, and use the paperclip in the message composer. In the mobile app, open Messages, select a conversation, and use the plus button beside the composer.

Waveline checks the selected file before adding it to the composer. Available formats can differ between web and mobile.

Attachment limits

An external message can include up to 10 attachments and must stay within the 5 MB total-message limit, including its text and attachments. External video must fit the smaller 1 MB video limit. If Waveline says a video is too long or too large, trim it or choose a shorter clip.

An internal team message can also include up to 10 attachments, with a limit of 25 MB per attachment. The external 5 MB combined limit does not apply to internal-only messages.

Several small files can still exceed the limit

For an external message, Waveline checks the combined size of the message and its selected attachments. Remove an attachment or choose smaller files if the total exceeds 5 MB.

Send an attachment from the web app

Open an existing conversation or start a new message.
Select the paperclip in the composer.
Choose one or more supported files.
Review the image previews or file names above the composer.
Remove any unintended attachment using its remove control.
Add a short message explaining what you are sending when helpful.
Confirm the recipient and sending inbox.
Select Send.

Send an attachment from the mobile app

Open an existing conversation or start a new message.
Select the plus button beside the composer.
Choose Take Photo, Photo or Video, or Document.
If prompted, allow access to the camera, selected photo library, or files.
Take or select the intended image, video, or document.
Review the preview and remove it if necessary.
Add explanatory text when helpful.
Select Send.

The same plus-button menu also includes Snippets, which inserts saved text instead of adding an attachment.

Send media with or without text

An attachment can be sent by itself or with explanatory text. Adding context is recommended when the recipient may not immediately recognize the file or understand why it was sent.

Open received media

Select an image to view it at a larger size. Supported video received in a conversation can be played using the available controls. Other files appear with their file name and can be opened or downloaded using the device or browser.

What happens after sending

An attachment may show a loading state before it is ready to send. After sending, check the message's delivery status as you would for a text-only message.

If the attachment shows Failed, avoid repeatedly sending it. First determine whether text-only messages work and whether the problem is limited to that file. See Message Delivery Issues for additional troubleshooting.

Review files before sending

Confirm that the file belongs to the intended recipient and does not contain information your business should not send through text messaging. Follow your organization’s policies for customer records, personal information, and other sensitive content.

Best practices

Add a short explanation when the file’s purpose may not be obvious.
Send the smallest useful version of a file.
Use common image or document formats when possible.
Confirm the recipient and sending inbox before sending.
Review image previews and file names for accidental attachments.
Send text separately when testing whether a problem is specific to media.
Do not repeatedly resend an attachment while its delivery is still processing.

Troubleshooting

The file cannot be selected

The file may not be supported on that app. Try a common image, PDF, Word, or text format, or use the web app when you need one of its additional supported file types.

The file is too large

Choose a smaller file. For video, trim the clip or choose a shorter one. Follow the size or duration message shown by Waveline, and check Attachment limits before trying again.

Several attachments are rejected

The message may exceed the attachment-count or combined-size limit. Remove files until the message fits.

Camera or photo access was denied on mobile

Open the device’s system settings, allow Waveline to use the appropriate camera or photos, then return to the conversation.

The upload remains in progress

Keep the app open and confirm that the device has a stable internet connection. Reopen the conversation if the attachment does not finish processing.

Text sends, but the attachment fails

Try a smaller, commonly supported file. If it still fails, follow Message Delivery Issues.

An attachment will not open

Confirm the device has an app capable of opening that file type. On the web, download the file if an inline preview is unavailable.

The recipient cannot find the attachment

Verify the delivery status and confirm that the correct recipient number was used. Ask the recipient to review their filtered messages when appropriate.