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 steps 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 16MB 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 16MB, it will fail as it's a WhatsApp limitation. (WhatsApp documentation that mentions the 16MB 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 15MB 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 {link}{<actual_link>}