Files
Manage and store files on the respond.io platform.

Getting Here

This module is accessible by Owners and Managers only!
This setting can be accessed from the Settings navigation menu under the Workspace Settings sub-menu item, Files.
The Files Module allows you to upload documents to the platform that you can later send to specific Contacts from the Messages Module or broadcast from the Broadcasts Module.

Files Overview

From this table, you can browse through the list of existing files that have been uploaded onto the platform.
Tips: Use the
πŸ”
function to search for the file you are looking for.

File Name and ID

The file name displays the human-friendly name of each file on the system. Meanwhile, File ID is the unique identifier used to label the files stored on the platform.
The File ID will be used to send files from our system through integrations.

Description and File Type

The description shows a short description of the content for each of the files. The file type column displays what kind of files they are.

Date Added

This is the date on which the file was added to the system.

Actions

More Actions Menu
You can perform the following with files:

Uploading a New File

Step 1: Navigate to Files Module From the side navigation menu, select Files from the menu.
Step 2: Press ADD FILE At the top bar, press the blue ADD FILE button and the Upload File dialog should open up.
Uploading File
Step 3: Name the file and describe it Enter a name for the new file along with a short description. These fields will help you identify the file to be sent and the file content
Tips: Try to pick short and meaningful names and descriptions to make identifying files easier. This becomes increasingly useful when the number of files grows.
Step 4: Select the file
To attach a local file, simply drag and drop the file from your computer onto the dropzone. Alternatively, you can also click on the dropzone and select the file from your computer that you wish to upload.
Supported file types: JPG, JPEG, GIF, BMP, PNG, TXT, XLS, XLSX, DOC, DOCX, CSV, PPT, PPTX, MP3, MP4, MOV, WAV, MPG, MPEG, ZIP, TAR, TGZ, GZ, PDF, LOG, XML
Maximum file size: 20MB
If your file size is larger than 20 MB, it is suggested that you compress it into a ZIP folder before uploading.

Sending Files

Before sending a file to your Contact, make sure the Contact's Channel is capable of receiving the file to prevent undelivered messages. Check compatibility here.
Step 1: Navigate to the contact you You can send a file to your Contact by pressing the clip icon,
πŸ“Ž
on the messaging bar.
Step 2: Select a method Select your preferred method to select the file to be sent.
Upload New File If the file is not present on the platform yet, you can upload a new file directly from the messaging console.
Sending a New File
Select existing file You can send an existing file on the platform to the contact. Choose the file from the dropdown.
Send Existing File
Once you have uploaded or selected a file, press SEND to send the file to your Contact.

Channel Compatibility

While the respond.io platform accepts uploads up to 20MB in size, different Channels have their own guidelines and specifications for files they can accept. For example, some don't accept certain file types while others may limit attachment sizes.
Channel
Maximum File Size
Facebook Messenger
25 MB
Instagram
Image: 8 MB Audio & Video: 100 MB
WhatsApp - Chat API
60 MB
WhatsApp - Twilio
16 MB
WhatsApp - MessageBird
Image: 5MB Audio & Video: 16 MB Other: 100 MB
WhatsApp - Vonage
Image: 5MB Audio & Video: 16 MB Other: 100 MB
WhatsApp - 360Dialog
Image: 5MB Audio & Video: 16 MB Other: 100 MB
WeChat
Image: 5 MB
Other: 25 MB
Twitter
Image: 5 MB
Other: 20 MB
LINE
10 MB
Telegram
Image: 5 MB Other: 50 MB
Viber
Image: 1 MB
Other: 50 MB
SMS - Twilio
1 MB
SMS - MessageBird
1 MB
SMS - Vonage
1 MB
Gmail
25 MB

Fallback Sending Method

When you attempt to send a file that is incompatible or does not meet the requirements of the messaging channel, the platform will automatically replace your attachment with a URL link to your file instead.
This way, the file can reach the Contact even if the Channel does not support receiving such attachment types.

Downloading a File

If you are unsure of a file's content, download it and check its contents before sending it to your Contact. Click on Download in the Actions menu to download the file to your computer.

Editing a File

If you need to make a change to a file's name or update its description, click the Edit button in the Actions menu.

Copying the File ID

During integration, you may need the File ID of a file to facilitate a process. The File ID can be obtained by selecting Copy File ID from Actions menu and the File ID will be copied onto your clipboard.

Deleting a File

If a file is no longer relevant or in use anymore, it can be deleted from the Workspace by choosing Delete from the Actions menu.
Be careful when you delete a file as it may be used by other Users in the Workspace. Bear in mind that the deletion cannot be undone.

Troubleshooting

Sending High-Resolution Photos

If you fail to send photos to your Contact, please check its resolution and make sure it is less than 85 megapixels. Channels like Facebook have photo resolution and megapixels restrictions.

Sending Videos

If you fail to send videos to your Contact, please check the video resolution as some Channels may not support high-resolution videos. You may try to send the video again with a lower resolution.

Receiving and Sending Files

If your Workspace has trouble receiving and sending files to your Contacts, your network may have restricted some IPs. Please add the following to whitelist the IPs :
{
"CLOUDFRONT_GLOBAL_IP_LIST": [
"120.52.22.96/27",
"205.251.249.0/24",
"180.163.57.128/26",
"204.246.168.0/22",
"205.251.252.0/23",
"54.192.0.0/16",
"204.246.173.0/24",
"54.230.200.0/21",
"120.253.240.192/26",
"116.129.226.128/26",
"130.176.0.0/17",
"99.86.0.0/16",
"205.251.200.0/21",
"223.71.71.128/25",
"13.32.0.0/15",
"120.253.245.128/26",
"13.224.0.0/14",
"70.132.0.0/18",
"13.249.0.0/16",
"205.251.208.0/20",
"65.9.128.0/18",
"130.176.128.0/18",
"58.254.138.0/25",
"54.230.208.0/20",
"116.129.226.0/25",
"52.222.128.0/17",
"64.252.128.0/18",
"205.251.254.0/24",
"54.230.224.0/19",
"71.152.0.0/17",
"216.137.32.0/19",
"204.246.172.0/24",
"120.52.39.128/27",
"118.193.97.64/26",
"223.71.71.96/27",
"54.240.128.0/18",
"205.251.250.0/23",
"180.163.57.0/25",
"52.46.0.0/18",
"223.71.11.0/27",
"52.82.128.0/19",
"54.230.0.0/17",
"54.230.128.0/18",
"54.239.128.0/18",
"130.176.224.0/20",
"36.103.232.128/26",
"52.84.0.0/15",
"143.204.0.0/16",
"144.220.0.0/16",
"120.52.153.192/26",
"119.147.182.0/25",
"120.232.236.0/25",
"54.182.0.0/16",
"58.254.138.128/26",
"120.253.245.192/27",
"54.239.192.0/19",
"120.52.12.64/26",
"99.84.0.0/16",
"130.176.192.0/19",
"52.124.128.0/17",
"204.246.164.0/22",
"13.35.0.0/16",
"204.246.174.0/23",
"36.103.232.0/25",
"119.147.182.128/26",
"118.193.97.128/25",
"120.232.236.128/26",
"204.246.176.0/20",
"65.8.0.0/16",
"65.9.0.0/17",
"120.253.241.160/27",
"64.252.64.0/18"
],
"CLOUDFRONT_REGIONAL_EDGE_IP_LIST": [
"13.113.196.64/26",
"13.113.203.0/24",
"52.199.127.192/26",
"13.124.199.0/24",
"3.35.130.128/25",
"52.78.247.128/26",
"13.233.177.192/26",
"15.207.13.128/25",
"15.207.213.128/25",
"52.66.194.128/26",
"13.228.69.0/24",
"52.220.191.0/26",
"13.210.67.128/26",
"13.54.63.128/26",
"99.79.169.0/24",
"18.192.142.0/23",
"35.158.136.0/24",
"52.57.254.0/24",
"13.48.32.0/24",
"18.200.212.0/23",
"52.212.248.0/26",
"3.10.17.128/25",
"3.11.53.0/24",
"52.56.127.0/25",
"15.188.184.0/24",
"52.47.139.0/24",
"18.229.220.192/26",
"54.233.255.128/26",
"3.231.2.0/25",
"3.234.232.224/27",
"3.236.169.192/26",
"3.236.48.0/23",
"34.195.252.0/24",
"34.226.14.0/24",
"13.59.250.0/26",
"18.216.170.128/25",
"3.128.93.0/24",
"3.134.215.0/24",
"52.15.127.128/26",
"3.101.158.0/23",
"52.52.191.128/26",
"34.216.51.0/25",
"34.223.12.224/27",
"34.223.80.192/26",
"35.162.63.192/26",
"35.167.191.128/26",
"44.227.178.0/24",
"44.234.108.128/25",
"44.234.90.252/30"
]
}