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Voice messages, photos and files

Written by Joseph Russo, Principal Architect, Networks and Tech, AskVault · Reviewed by Allison Chan
Last updated: · 2 min read

What the customer gets

  • A photo, video or file with a caption. AskVault answers the caption, the same way as a typed message. It doesn't look at the attachment itself, and the reply ends with a short note saying so.

  • A voice message, photo, video or file without a caption. The customer gets this reply (worded for what they sent):

    Thanks — I can see you sent an image. I can't view images here, so I can't answer from it. Send your question as a message and I'll take a look.

  • Stickers, reactions, locations and contacts. No reply on Telegram and on WhatsApp numbers connected through Meta. On WhatsApp through Twilio, stickers get no reply.

  • A conversation a teammate has taken over. The bot doesn't reply, so it never talks over your team.

This works on WhatsApp (connected through Meta or through Twilio) and Telegram. In a Telegram group, only an attachment with a caption gets a reply. Phone calls are a separate channel; see the voice channel.

What your team sees

In the inbox, a caption shows as the customer's message. An attachment without a caption shows as a short placeholder such as [image], [file] or [voice message], so you can see something arrived. The attachment itself isn't kept.

Opting out

Voice messages aren't transcribed, so saying "Stop" in a voice message doesn't opt a customer out. On WhatsApp, typing STOP always works.

Message credits

The reply to an attachment without a caption doesn't use message credits. Answering a caption uses credits the same way a typed question does.

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