# 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.