Plan requirement
| Subscription | Any plan |
| Access | Agent |
An attachment refused on WhatsApp is nearly always the platform's limits rather than anything in Zendesk.
Symptoms
- An attachment that sends on email is refused on WhatsApp.
- The customer never receives a file the agent sent.
- Some file types work and others do not.
Resolution steps
1. The file is too large
WhatsApp's limit is lower than Zendesk's, and it differs by file type. A file well within your Zendesk settings can still be refused.
2. The type is not supported
WhatsApp accepts a defined set. Anything unusual, including some archives and executables, is refused regardless of size.
3. The reply window has closed
Outside the window, nothing sends, attachments included. Check whether text sends first: if it does not either, this is the cause.
4. The connection has dropped
Where nothing has sent for a while, check the channel is still connected rather than debugging one file.
What to do instead
Send a link. A link to a file, or to the ticket in your help centre, works within the message limits and is often more useful than the file itself.
For anything large or unusual, moving to email is the honest answer, and saying so is better than three failed attempts.
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