Overview
Files shared on WhatsApp—such as photos, videos, PDFs, and documents—are often critical to customer conversations. Until now, these files could disappear automatically due to WhatsApp’s built-in limitations.
With this release, WhatsApp media inside the CRM is now reliable, long-lastin g, and easy to manage. We’ve introduced two related improvements that ensure important WhatsApp files are never lost and can be stored alongside your customer records.
What’s New
- WhatsApp Media Is Now Retained for 1 Year
- All WhatsApp media is now automatically stored in the CRM for up to 1 year, including:
- Inbound media (files sent by customers to your business)
- Outbound media (files sent by your business to customers)
This works by default—no setup required.
Inbound vs Outbound Media
- Inbound media
Files your customers send you on WhatsApp
Example: photos, videos, or documents sent by a customer
- Outbound media
Files your business sends to customers on WhatsApp
Example: invoices, proposals, brochures, or images you send
Why This Matters
- WhatsApp has strict limits on how long media files remain available:
- Inbound media expires after 7 days
Customer-sent files can stop loading or become unavailable after a week.
- Outbound media expires after 30 days
Files sent by your business may stop working after a month.
- Once expired, those files cannot be recovered—leading to missing documents, broken conversation history, and frustration.
What’s changed:
We now securely store WhatsApp media inside the CRM before it expires, so you can continue accessing it for 1 full year, even after WhatsApp removes it.
“Add to Documents” for WhatsApp Media
What’s New
You can now save important WhatsApp attachments directly to a contact’s Documents folder using a new “Add to Documents” option.
This works for:
Inbound WhatsApp media
Outbound WhatsApp media
How It Works
Click on any WhatsApp media attachment
Select Add to Documents
The file is saved instantly to the contact’s Documents section
The experience mirrors the familiar Email & SMS attachment workflow, so it feels intuitive and consistent.
Why Businesses Should Use This
While all WhatsApp media is automatically stored for 1 year, adding files to Documents helps you:
Organize critical files in one place
Keep customer records clean and complete
Ensure consistency across Email, SMS, and WhatsApp
Easily reference files for follow-ups, audits, or handoffs
Real-World Examples
Contractor: Saves site photos sent by a customer on WhatsApp for future reference.
Clinic: Retains patient documents shared on WhatsApp without worrying about expiration.
Sales Team: Stores proposals and invoices sent via WhatsApp alongside email attachments.
Business Impact
No more lost WhatsApp files due to 7-day or 30-day limits
Reduced manual downloads and workarounds
Complete customer documentation across channels
More professional, reliable CRM experience
Fewer support tickets related to expired media
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article