Media Support per Channel

Ievgeniia Mykolyshyna

Updated August 13, 2026 19:11

Dialpad's Digital Engagement platform lets you connect with your audience across multiple channels, resulting in faster resolution times and increased 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
Company and Office Admins using the Omnichannel 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)
Category	Mime Type (Encoding Specification)	File Extension	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 lets users share the following file types:

Videos
Images

Category	Mime Type (Encoding Specification)	File Extension	Max File Size (in MB)
Category	Mime Type (Encoding Specification)	File Extension	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)
Category	Mime Type (Encoding Specification)	File Extension	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 MESSENGER

Category	Mime Type (Encoding Specification)	File Extension	Max File Size (in MB)
Category	Mime Type (Encoding Specification)	File Extension	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

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)
Category	Mime Type (Encoding Specification)	File Extension	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)
Category	Mime Type (Encoding Specification)	File Extension	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)
Category	Mime Type (Encoding Specification)	File Extension	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