Picture messaging

Picture messaging lets you send photos and files in your text conversations. When you add supported media to a text sent through the HLB phone system, it goes out as MMS. To attach a file, open a conversation, click the three-dot icon in the message composer and choose Attach Files, then Upload from System or Choose from Media Library. You can also paste an image from your clipboard straight into the message composer.

JPEG, PNG and GIF images are commonly supported for direct MMS. Other media types, such as MP3, MP4 and PDF, may be handled differently depending on the recipient's device. Maximum file sizes vary by number type. For the broadest compatibility, keep direct attachments under 500 KB. Files that can't be sent directly because of their size or type can be shared as a clickable media library link instead.

Not every phone or region supports MMS. If a message fails because the receiving number can't accept MMS, confirm the number is correct, ask the recipient to check that MMS is turned on and try a plain text without media. If the text goes through but the MMS fails, the issue is specific to MMS.

Incoming MMS isn't supported for every number in every region either. If a customer's picture can't be received, let them know and ask them to resend the details as text or through another channel.

In automated messages, check your templates for images, GIFs, audio or video. If a destination doesn't support MMS, use a text-only version. Adding an image also changes the message type and cost, so factor that into automated campaigns.