Digital Engagement Media Support per Channel
  • 19 Dec 2023
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Digital Engagement Media Support per Channel

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Article Summary

Dialpad's Digital Engagement platform lets you connect with your audience on multiple channels, creating faster resolution times and increasing customer confidence. 

While Digital Engagement ensures seamless omnichannel communication, each channel provides specific multimedia support limitations and its own storage lifespan policy.

Let's dive into the details.

Who can use this feature
Company and Office Admins using the Digital Engagement product.

Digital Engagement (chat)

Users on the Digital Engagement Chat Platform can share:

  • Videos
  • Images

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/jpeg

jpg

64

64

Video

video/mp4

Video Codec: H264 High Profile

Audio Codec: AAC

mp4

64

64

Video

video/3gpp

Video Codec: H264 High Profile

Audio Codec: AAC

3gp

64

64

WhatsApp

WhatsApp lets users share the following file types:

  • Videos
  • Images

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/jpeg

jpg

5

5

Video

  • video/mp4
  • Video Codec: H264 High Profile
  • Audio Codec: AAC

mp4

16

16

Video

  • video/3gpp
  • Video Codec: H264 High Profile
  • Audio Codec: AAC

3gp

16

16

Facebook

Users connecting via Facebook can share:

  • Videos
  • Images

Media support within Facebook varies depending if you are sharing on Facebook directly, or sending a direct message.

FACEBOOK CHANNEL

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/png

png

25

25

Image

image/jpeg

jpg

25

25

Image

image/gif

gif

25

25

Video

  • video/mp4
  • Video Codec: H264 High Profile
  • Audio Codec: AAC

mp4

25

25

Video

  • video/3gpp
  • Video Codec: H264 High Profile
  • Audio Codec: AAC

3gp

25

25

Video

video/quicktime

mov

25

25

FACEBOOK MESSANGER

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/png

png

25

25

Image

image/jpeg

jpg

25

25

Image

image/gif

gif

25

25

Video

  • video/mp4
  • Video Codec: H264 High Profile
  • Audio Codec: AAC

mp4

25

25

Video

  • video/3gpp
  • Video Codec: H264 High Profile
  • Audio Codec: AAC

3gp

25

25

Video

video/quicktime

mov

25

25

Apple

Apple lets Users share the following file types:

  • Apple Messages (images and videos)

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/png

png

100

100

Image

image/jpeg

jpg

100

100

Video

video/mp4

mp4

100

100

Video

video/quicktime

mov

100

100

Instagram

Instagram lets Users share the following file types:

  • Images
  • Videos

Media support within Instagram varies depending if you are sharing on Instagram directly, or sending a direct message.

INSTAGRAM CHANNEL






Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/png

png

5

5

Image

image/jpeg

jpg

5

5

Video

video/mp4

mp4

64

64

INSTAGRAM DIRECT MESSAGE

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/png

png

25

25

Image

image/jpeg

jpg

25

25

SMS

SMS messaging lets Users share the following file types:

  • Images
  • Videos

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/png

png

2

2

Image

image/jpg

jpg

2

2

Image

image/jpeg

jpg

2

2

Image

image/gif

gif

2

2

Video

  • video/mp4
  • Video Codec: H264 High Profile
  • Audio Codec: AAC

mp4

2

2

For specific channel configurations for your provider, please refer to the Admin > Channels page in the Digital Engagement Provider Portal.


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