Media & Buttons (WhatsApp)

WhatsApp Only

This page covers media headers, button payloads, carousel cards, and product messages for WhatsApp templates. For Messenger and Instagram message composition (text messages, button templates, and card templates), see Composing Your Message.

Some WhatsApp templates include media (images, videos, documents) in the header or have buttons that need configuration. This page explains how to set these up when composing your message.

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Header Media

If your selected template has an image, video, or document header, you'll see a media upload area in the parameter section.

Uploading Media

1. Look for the media upload section (shown when a template with media header is selected)
2. Click the upload area or button
3. Select your file

Media type	Supported formats
Image	JPG, PNG
Video	MP4
Document	PDF

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Screenshot: Media upload section for a template with an image header

header-media-upload.png

1. Select a template that has an IMAGE header
2. Capture the media upload area in the parameters section
Save to: static/img/screenshots/compose-message/media-and-buttons/header-media-upload.png

Media References

If you've previously uploaded media for a template through the Change Media feature, the system may already have a saved media reference. In that case:

• The template uses the stored media automatically
• You don't need to upload again

If the system detects that a media reference is missing, a media upload dialog will appear when you click Send, asking you to provide the required media file.

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Screenshot: Media mapper dialog asking the user to upload missing media

media-mapper-dialog.png

1. Select a template with media that has no saved media reference
2. Click Send Message
3. When the media mapper dialog appears, capture it showing the upload area and media type
Save to: static/img/screenshots/compose-message/media-and-buttons/media-mapper-dialog.png

tip

To avoid being prompted for media every time you send, use the Change Media option on the Templates listing page to save a default media file for your template.

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Button Payloads

Templates may include various button types. Some buttons need additional input from you when composing a message.

Quick Reply Buttons

Quick reply buttons let the recipient tap a pre-defined response. The button label is fixed by the approved template, but you can optionally set a custom payload — the value sent back when the button is tapped.

In the Quick Reply Button Payloads section, tick Custom payload to reveal a payload field for each quick-reply button. Payloads support variables (e.g. approve_{{contact_id}}), so they can carry data.

Build an approval / action flow

Custom payloads turn a broadcast into an interactive action. Send a template with an Approve button (payload approve_{{contact_id}}), then catch the tap with a Button Click trigger flow that uses Starts With approve_ and Extract to Variable. See the Approval Workflow use case. Leave Custom payload off to use the auto-generated IDs.

URL Buttons

If a URL button contains a variable (e.g., https://example.com/track/{{1}}), you'll need to provide the dynamic part of the URL.

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Screenshot: URL button parameter field for the dynamic part of the button URL

url-button-parameter.png

1. Select a template with a URL button that has a variable in it
2. Capture the button parameter field in the parameters section
Save to: static/img/screenshots/compose-message/media-and-buttons/url-button-parameter.png

Phone Number Buttons

Phone number buttons are pre-configured in the template. The phone number is already set and doesn't need any input during compose.

Copy Code Buttons

Copy code (OTP) buttons display a code that the recipient can copy. The code value is typically provided automatically.

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Carousel Templates

Carousel templates display multiple cards that the recipient can swipe through. Each card can have:

• Its own image or video
• Its own body text
• Its own buttons

When you select a carousel template, you'll see configuration options for each card:

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Screenshot: Carousel template configuration showing multiple cards with media and text fields

carousel-cards.png

1. Select a template of type CAROUSEL
2. Capture the card configuration area showing multiple cards with their media and parameter fields
Save to: static/img/screenshots/compose-message/media-and-buttons/carousel-cards.png

For each card, you may need to:

1. Upload media (image or video) for the card header
2. Fill in parameters for the card body text
3. Configure buttons if the card has URL buttons with variables

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Product Messages

Single Product Message (SPM)

SPM templates let you share a single product from your catalog with the recipient. When you select an SPM template, you'll need to provide:

Field	Description
Product ID	The retailer ID of the product to share
Catalog ID	Your WhatsApp product catalog ID

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Screenshot: SPM product configuration with Product ID and Catalog ID fields

spm-config.png

1. Select a template of type SPM (Single Product Message)
2. Capture the product configuration fields showing Product ID and Catalog ID
Save to: static/img/screenshots/compose-message/media-and-buttons/spm-config.png

Multi-Product Message (MPM)

MPM templates let you share multiple products organized in sections. You'll need to configure:

Field	Description
Thumbnail Product	The product shown as the main thumbnail
Catalog ID	Your WhatsApp product catalog ID
Sections	Groups of products with section titles

Each section contains:

• A section title (e.g., "Best Sellers", "New Arrivals")
• A list of product IDs in that section

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Screenshot: MPM product configuration with sections and product lists

mpm-config.png

1. Select a template of type MPM (Multi-Product Message)
2. Capture the product configuration showing sections with product IDs
Save to: static/img/screenshots/compose-message/media-and-buttons/mpm-config.png

info

Product messages (SPM and MPM) require a connected WhatsApp Product Catalog. Contact your administrator if you don't have a catalog set up.