How to Send Images, Videos, Audio & Files in ZazzyAgent Flows
Text isn't always the best way to communicate with a customer.
A product image can be more useful than a paragraph.
A demonstration video can explain a feature faster than written instructions.
A PDF can provide detailed information without turning a WhatsApp conversation into a huge block of text.
ZazzyAgent Flow Builder supports media-based conversation components for supported channels and message types.
What media can you use?
Depending on the connected channel and message component, supported media can include:
Images
Videos
Audio
Files/documents
The exact supported format, size and limits depend on the connected channel.
When should you use an image?
Use an image when the customer needs to see something.
Examples:
Product photo
Location map
Installation example
Before/after image
Promotional creative
Visual instructions
Product example
Instead of:
We have a black version of this shoe.
You could show:
Product image
then:
This is the black version.
Visual content can make the conversation much easier to understand.
When should you use a video?
Use video when movement or demonstration matters.
Examples:
Product demonstration
Installation instructions
How-to tutorial
Store walkthrough
Feature explanation
Don't send a video when one sentence would be enough.
When should you use audio?
Audio can be useful for:
Voice instructions
Spoken explanations
Audio content
Accessibility-focused conversations
Keep audio purposeful.
When should you use a file?
Files are useful for information that customers may want to keep.
Examples:
Brochures
Catalogues
Product manuals
Quotations
Documents
Reports
Add media to a flow
Open Flow Builder.
Add the appropriate media component.
Configure the media according to the component.
Then connect it to the rest of your conversation.
Add an introduction before media
Don't simply send an image with no explanation.
Better:
Here's the product you're asking about:
Image
Then:
It is available in black and blue.
The context helps the customer understand why they received the media.
Use media with buttons
A useful product flow can be:
Product image
↓
Product description
↓
Buy Now
Ask a Question
The customer sees the product and immediately has a relevant next action.
Use media with catalog workflows
For ecommerce, media can complement product or catalog experiences.
For example:
Here's what the product looks like.
Image
Then:
View Product
Use media with AI
AI can decide when a media response is useful if your configured workflow supports that behavior.
For example:
Customer:
Can you show me the product?
Your AI can respond using the appropriate product media available through your knowledge configuration or supported product workflow.
Don't put image URLs in an AI System Prompt
For ZazzyAgent AI Agents, don't paste product/gallery image URLs into the System Prompt simply to make images available.
Use the appropriate Knowledge Sources → Media functionality for images that the agent should be able to use.
Then instruct the agent when the relevant media should be sent.
Keep media organized
If your business has many images and documents, use meaningful names.
Good:
black-running-shoe-front
enterprise-brochure-2026
Bad:
image1
file2
Clear naming makes media management easier.
Media size and format
The messaging channel may impose file-type and size restrictions.
Always verify the current requirements of the connected channel before uploading or sending media.
Don't send huge files unnecessarily
A customer asking:
What color options are available?
probably doesn't need a 20 MB PDF.
Choose the smallest useful piece of information.
Use media to reduce explanation
Good automation often follows:
Short explanation
↓
Useful visual
↓
Clear action
Example:
Here are the three colors available.
Three product images
View Products
This is easier to consume than a long text description.
Media troubleshooting
Image isn't sending
Check:
Media format
File size
Channel support
URL/file configuration where applicable
Connected account
Video doesn't play
Check whether the format and file size meet the channel's current requirements.
Customer receives media but no text
Check that the media component and text step are correctly connected.
Flow stops after media
Check the connection from the media node to the next step.
Test on the actual channel
A media component can behave differently from what you expect in the builder.
Always test the final customer experience on the actual channel.
The goal
Media should make the conversation easier.
Use it when:
Seeing something is more useful than reading about it.
That's the simplest rule for deciding whether to add media to a flow.