---
title: "Media Support per Channel"
slug: "digital-engagement-media-support-per-channel"
tags: ["ai contact center", "Channel", "Company Admins", "dialpad call center", "Dialpad Digital Engagement", "digital contact center", "Office Admins"]
updated: 2025-09-29T20:13:45Z
published: 2025-09-29T20:13:45Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Media Support per Channel

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.

> [!NOTE]
> 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)** |
| --- | --- | --- | --- |
| **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 MESSENGER

| **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 |

## 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 |

## Related

- [Digital Channels](/digital-engagement-channels.md)