Currently the Omnichannel Whatsapp channel supports only text messages. If you try to send images, audio or video the Omnichannel application return an error. Expectations of customer service via social channels such as WhatsApp are rising and customers needs to communicate using rich multimedia content such as audio, images and video. This feature would definitely improve the customer experience while engaging in Whatsapp channel.
Ideas Administrator

Thank you for the feedback!

Our WhatsApp channel now supports file attachments, including images, audio, and video files. This support was added along with attachment support for other channels. You can read more here:


Please note: the WhatsApp channel is still in preview, but we are planning to move to general availability in a release soon!