Plan requirement
| Subscription | Any plan |
| Access | Agent |
An attachment refused on WhatsApp is nearly always the platform's limits rather than anything in Zendesk.
Why will my file not send on WhatsApp?
- 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
Messaging attachments are capped at 50 MB. Above that nothing sends, whatever your ticket attachment settings say.
WhatsApp applies its own per-type limits below that figure, and Zendesk does not restate them: it refers to the WhatsApp Business API documentation for them. So a file under 50 MB can still be refused by WhatsApp, and that refusal is not something you can change from Zendesk.
2. The type is not supported
Messaging accepts a fixed list of extensions, and anything not on it is refused regardless of size. The list covers what you would expect: pdf, the Office and iWork formats, csv, txt, xml, the common image formats including heic and webp, and the common audio and video formats.
Archives follow a rule of their own. zip and 7z are on the list, and a zip is accepted when what is inside it is also a supported type. Executables are not on the list at all.
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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