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WhatsApp media handling and marketing consent are configured separately. Media settings control what the agent can process. Consent controls which contacts can receive marketing messages.

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Inbound media policy

Configure inbound media from the agent’s Deploy → WhatsApp section. Supported media categories are:
  • Image
  • Video
  • Audio
  • Document
  • Sticker
Only enabled media types are passed into the agent flow. Disabled media is kept out of the AI path.

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Unsupported-media reply

Set an unsupported-media reply when customers may send file types the agent is not ready to process. If a disabled media type arrives and the 24-hour customer-service window is open, Vocily can send the fallback reply. If the window is closed, WhatsApp does not allow a non-template text fallback response. Non-template text replies can still carry Vocily platform charges. See WhatsApp pricing and charges.

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Media in templates and campaigns

Templates can include media headers. When a campaign uses a media-header template, attach the required image, video, or document before sending. This campaign header media is separate from inbound media policy. Inbound media policy controls what customers send to the agent; template header media controls what you send out as part of an approved template. Marketing consent is tracked by WhatsApp phone number.

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Template-based opt-outs

There is no agent-level opt-out keyword setting. When a customer replies STOP to a template that includes opt-out instructions in its footer, Vocily records the marketing opt-out and keeps the support conversation active. The opt-out affects marketing sends. It does not prevent customer-service replies inside an active support conversation.

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