Digital Engagement Media Support per Channel

Digital Engagement allows you to connect with your audience on multiple channels. Just like every grocery store stocks different brands, every channel has different types of multi-media support (think the size limits and capabilities for sending images, videos, documents and presentations).

Storage of files on the Digital Engagement platform adheres to the storage lifetime policy of your specific provider. 

Let's dive into the details of media support and size limits per channel. 

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
  • Audio
  • Images
  • Documents

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/jpeg

jpg

64

64

Audio

audio/aac

aac

64

64

Audio

audio/mp4

mp4

64

64

Audio

audio/amr

amr

64

64

Audio

audio/mpeg

mpeg

64

64

Audio

audio/ogg

Audio Codec: OPUS

ogg

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

Document

application/pdf

pdf

64

64

Document

application/msword

doc

64

64

Document

application/vnd.ms-excel

xls

64

64

Document

application/vnd.ms-powerpoint

ppt

64

64

Document

application/vnd.openxml

formats-officedocument.

wordprocessingml.document

docx

64

64

Document

application/vnd.openxml

formats-officedocument.

spreadsheetml.sheet

xlsx

64

64

Document

application/vnd.openxml

formats-officedocument.

presentationml.presentation

pptx

64

64

 

WhatsApp

WhatsApp permits Users to share the following file types:

  • Videos
  • Audio
  • Images
  • Documents

Category

Mime Type

(Encoding Specification)

File Extension

Max File Size (in MB)

Receiving from Customer

Sending from agent

Image

image/jpeg

jpg

5

5

Audio

audio/aac

aac

16

16

Audio

audio/mp4

mp4

64

64

Audio

audio/amr

amr

16

16

Audio

audio/mpeg

mpeg

16

16

Audio

audio/ogg

Audio Codec: OPUS

ogg

16

16

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

Document

application/pdf

pdf

100

100

Document

application/msword

doc

100

100

Document

application/vnd.ms-excel

xls

100

100

Document

application/vnd.ms-powerpoint

ppt

100

100

Document

application/vnd.openxml

formats-officedocument.

wordprocessingml.document

docx

100

100

Document

application/vnd.openxml

formats-officedocument.

spreadsheetml.sheet

xlsx

100

100

Document

application/vnd.openxml

formats-officedocument.

presentationml.presentation

pptx

100

100

Facebook

Users connecting via Facebook can share:

  • Videos
  • Audio
  • Images
  • Documents

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

Audio

audio/aac

aac

25

25

Audio

audio/mpeg

mp3

25

25

Audio

audio/mp4

mp4

25

25

Audio

audio/mp3

mp3

25

25

Audio

audio/amr

amr

25

25

Audio

audio/wav

wav

25

25

Audio

audio/ogg

  • Audio Codec: OPUS

ogg

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

Document

application/pdf

pdf

25

25

Document

application/msword

doc

25

25

Document

application/vnd.ms-excel

xls

25

25

Document

application/vnd.ms-powerpoint

ppt

25

25

Document

application/vnd.openxmlformats-officedocument.wordprocessingml.document

docx

25

25

Document

application/vnd.openxmlformats-officedocument.spreadsheetml.sheet

xlsx

25

25

Document

application/vnd.openxmlformats-officedocument.presentationml.presentation

pptx

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

Audio

audio/aac

aac

25

25

Audio

audio/mp4

mp4

25

25

Audio

audio/mp3

mp3

25

25

Audio

audio/amr

amr

25

25

Audio

audio/wav

wav

25

25

Audio

audio/ogg

  • Audio Codec: OPUS

ogg

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

Document

application/pdf

pdf

25

25

Document

application/msword

doc

25

25

Document

application/vnd.ms-excel

xls

25

25

Document

application/vnd.ms-powerpoint

ppt

25

25

Document

application/vnd.openxmlformats-officedocument.wordprocessingml.document

docx

25

25

Document

application/vnd.openxmlformats-officedocument.spreadsheetml.sheet

xlsx

25

25

Document

application/vnd.openxmlformats-officedocument.presentationml.presentation

pptx

25

25

Twitter

Users connecting via Twitter can share:

  • Videos
  • Audio
  • Images

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

TWITTER 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

Image

image/webp

webp

5

5

Video

video/mp4

  • Video Codec: H264 High Profile

  • Frame Rates: 30 FPS, 60 FPS

  • Video Resolution: 1280x720 (landscape), 720x1280 (portrait), 720x720 (square)

  • Minimum Video Bitrate: 5,000 kbps

  • Minimum Audio Bitrate: 128 kbps

  • Audio Codec: AAC LC

  • Aspect Ratio: 16:9 (landscape or portrait), 1:1 (square)

mp4

64

64

TWITTER DIRECT MESSAGE

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

Image

image/webp

webp

5

5

Video

video/mp4

  • Video Codec: H264 High Profile

  • Frame Rates: 30 FPS, 60 FPS

  • Video Resolution: 1280x720 (landscape), 720x1280 (portrait), 720x720 (square)

  • Minimum Video Bitrate: 5,000 kbps

  • Minimum Audio Bitrate: 128 kbps

  • Audio Codec: AAC LC

  • Aspect Ratio: 16:9 (landscape or portrait), 1:1 (square)

mp4

64

64

Apple

Apple permits Users to share the following file types:

  • Apple Messages

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

Audio

audio/mp4

mp4

100

100

Audio

audio/mp3

mp3

100

100

Audio

audio/mpeg

mp3

100

100

Audio

audio/x-caf

caf

100

100

Video

video/mp4

mp4

100

100

Video

video/quicktime

mov

100

100

Document

vnd.usdz+zip

usdz

100

100

Document

application/pdf

pdf

100

100

Document

application/msword

doc

100

100

Document

application/vnd.ms-excel

xls

100

100

Document

application/vnd.ms-powerpoint

ppt

100

100

Document

application/vnd.openxmlformats-officedocument.wordprocessingml.document

docx

100

100

Document

application/vnd.openxmlformats-officedocument.spreadsheetml.sheet

xlsx

100

100

Document

application/vnd.openxmlformats-officedocument.presentationml.presentation

pptx

100

100

Instagram

Instagram permits Users to share the following file types:

  • Images
  • Videos
  • Audio (only available in Direct Messaging)

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

Audio

audio/aac

aac

25

25

Audio

audio/mpeg

mp3

25

25

Audio

audio/mp3

mp3

25

25

Audio

audio/mp4

mp4

25

25

Audio

audio/amr

amr

25

25

Audio

audio/wav

wav

25

25

Audio

audio/ogg

  • Audio Codec: OPUS

ogg

25

25

SMS

SMS messaging permits Users to share the following file types:

  • Images
  • Audio 
  • Documents

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

Audio

audio/amr

amr

2

2

Audio

audio/mpeg

mp3

2

2

Audio

audio/mp3

mp3

2

2

Audio

audio/mp4

mp4

2

2

Audio

audio/vnd.wave

wav

2

2

Audio

audio/vnd.wave-realaudio

wav

2

2

Video

video/mp4

  • Video Codec: H264 High Profile

  • Audio Codec: AAC

mp4

2

2

Document

application/pdf

pdf

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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