Media tab - Automatic images, audio and videos
Set up files for your agent to send at the right time
Related lesson
Send audio, files, videos and images on WhatsApp
Configure media sending for your agent.
In Media, add files such as images, audio, videos and PDFs, and teach your agent when to send each one. AI decides the appropriate moment: a menu image when asked about the menu, or a demonstration video when asked how something works.
How to add media
Open My AI agent, then the Media tab
The Media library shows all registered files. Each item includes the name, type (video, audio or image) and when-to-use instruction. '+ New media' is at the top right.
✓ The list shows an item for each registered file.
Click + New media
The new media form opens. Upload a file, give it a name and description, and define when it should be sent.
✓ The media registration dialog opens.
Upload the file using the dashed area
Drag and drop a file or click to select one. Supported formats: JPG, PNG, MP3, OGG, MP4, PDF, DOCX and XLSX. Limits: 16 MB for videos, 10 MB for audio and documents, and 5 MB for images.
✓ The file is uploaded and a preview appears in the form.
Fill in the file's Name and Description
The name is for your reference, such as 'Updated menu Jan/2026'. Describe the contents clearly so AI can decide when to use the file.
✓ The fields are filled in. The name will appear on the media item.
Write a detailed When to use instruction
This is the most important field. Be specific: 'Send when the customer asks for the menu, wants prices or asks what you sell'. Vague instructions such as 'send when relevant' can lead to poorly timed media.
✓ The instruction is saved. AI will use it to decide when to send the file.
Click Save
The media is registered and appears in the list. The agent can now send it automatically in customer conversations.
✓ A new item appears in the Media library. Test in the simulator with a message that should prompt the file to be sent.
Supported file types:
- •Image: JPG, PNG, WebP, up to 5 MB, such as menus, product photos or location images
- •Audio: MP3, OGG, M4A, up to 10 MB, sent as a WhatsApp voice message
- •Video: MP4, up to 16 MB, such as product demos or tutorials
- •Document: PDF, XLSX, DOCX, up to 10 MB, such as price lists, contracts or proposals
Tip: Audio can make customer service feel more personal. Record a welcome message yourself or with your team and instruct the agent to send it at first contact. This can help build connection and encourage replies.
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