This guide will show you how to manage the automatic WhatsApp reply sent when Phorest cannot view or process a client’s attachment, such as an image, GIF, video, voice note or sticker.
In this Article
What Is the Unsupported Attachment Auto-Reply?
When a client sends an attachment in Phorest Chat via WhatsApp that Phorest cannot display or process, Phorest sends this automatic reply:
We are unable to view or process this type of attachment on this channel. Please type out your request as a standard text message so we can help you.
It is not possible to edit this message.
When a client sends an unsupported attachment, you’ll see a message in the chat letting you know that the WhatsApp conversation contains unsupported media. This helps your team know that the client tried to send an attachment that couldn’t be received.
How Do I Turn Off the Auto-Reply?
To disable the auto-reply, go to Chat > Settings, then disable the Notify clients about undelivered attachments setting and select Save to finish.
When the setting is off, clients do not receive an automatic reply after sending unsupported media.
The unsupported-media message still appears in the chat, and your team can still see that the client tried to send an attachment, even though no automatic response was sent.
Does the Auto-Reply Use a WhatsApp Send?
Yes. The automatic reply is an outgoing WhatsApp message and counts as one WhatsApp send or credit, depending on the terms of your Phorest plan.
The reply is sent as a standard text message during the 24-hour conversation window that opens when a client messages your business. It is not a pre-approved WhatsApp template message. Being a standard text message does not mean that it is free.
You can report on your total WhatsApp Usage under Manager > Reports > WhatsApp Usage (under the Insights tab).
The auto-reply message falls under Chat Messages.