> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vocily.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp media and consent

> Configure inbound media behavior and understand WhatsApp marketing consent.

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.

## 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.

## 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](/whatsapp/pricing-charges).

## 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

Marketing consent is tracked by WhatsApp phone number.

| State                    | Campaign behavior                                                            |
| ------------------------ | ---------------------------------------------------------------------------- |
| **Marketing opted in**   | Marketing templates can be sent when the campaign setup is otherwise valid.  |
| **Marketing opted out**  | Marketing templates and campaigns are blocked for that phone number.         |
| **No marketing consent** | Use only when you have the right basis for the message type you are sending. |

## 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.

## What's next

* Configure the agent in [Deploy agents](/whatsapp/deploy-agents).
* Manage contacts in [Contacts and groups](/whatsapp/contacts-groups).
* Send approved templates in [WhatsApp campaigns](/whatsapp/campaigns).