FAQs on WhatsApp
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Table of Contents1. Image not loading intermittently on WhatsApp2. Videos not showing up on WhatsApp3. How to show a custom video on WhatsApp?4. Can I fetch phone numbers?
1. Image not loading intermittently on WhatsApp
WhatsApp sometimes caches the images on its servers because of which you may not see the images getting loaded each time. Please follow the stages below to mitigate the issue
Add a random GET parameter in the request URL for each image. Example below
Old Image Link: https://www.haptik.ai/abcde.jpg
New Image Link: https://www.haptik.ai/abcde.jpg?id=unique-random-number-for-each-request
2. Videos not showing up on WhatsApp
WhatsApp doesn't allow videos greater than 16 MB to be uploaded as a bot response.
If you have configured a bot response in Conversation Studio that will show a video on WhatsApp and the size of the video is more than 16 MB, it will fail as it's a WhatsApp limitation. (WhatsApp documentation that mentions the 16 MB limitation - read here.
Note: This limitation is only for business phone numbers configured in the India region (+91 country code). If your WhatsApp business phone number is a US region phone number (+1 country code), you will be able to show videos greater than 15 MB on WhatsApp.
3. How to show a custom video on WhatsApp?
We do not support custom videos. However, you can provide a link to the video which is already hosted on YouTube using this format
4. Can I fetch phone numbers?
Yes, it is possible to fetch phone numbers from the auth ID if the deployment is on WhatsApp.
5. What will happen if the WhatsApp elements/buttons have the exact same user message?
On WhatsApp, if the buttons that are added have the exact same user messages, the buttons will not show up at all.