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    WhatsApp Photos and Files Not Working in Envoy

    Text messages send and receive fine in Envoy, but images, documents, voice notes, and other media attachments aren't working. Incoming photos from customers show as broken, or outbound files fail to send.

    2 min readUpdated 9 Apr 2026

    WhatsApp media requires a specific API permission called whatsapp_business_messaging. If your access token is missing this scope, text works but media doesn't.

    This can happen after:

    • Initial connection where not all permissions were granted
    • A reauthorization that generated a token with fewer scopes
    • Meta updating their required permission set
    1
  1. In Envoy, send a text message to a contact - does it deliver?
    2. 2
  2. In Envoy, send an image to a contact - does it fail?
    3. 3
  3. Ask a contact to send you a photo - does it appear in Envoy?

    4. If text works but media doesn't: token scope issue. Proceed to the fix below.

    Step 1: Back Up Your Configuration

    Before disconnecting, copy your chatbot prompts, auto-reply settings, and any channel-specific configuration.

    Step 2: Relink the WhatsApp Channel

    1
  4. In Envoy, go to Settings > Channels > WhatsApp
    5. 2
  5. Disconnect/unlink the channel
    6. 3
  6. Reconnect through the Embedded Signup flow
    7. 4
  7. During the Facebook authorization, grant all requested permissions - don't skip any
    8. 5
  8. Complete the setup

    9. Step 3: Verify

    1
  9. Check the new token at Meta Access Token Debugger
    10. 2
  10. Confirm whatsapp_business_messaging scope is present
    11. 3
  11. In Envoy, send a test image to a contact
    12. 4
  12. Ask a contact to send you a photo and verify it appears
    • After any reauthorization in Envoy, always grant all requested Facebook permissions
    • If you manage multiple numbers, check token scopes for each channel separately
    • Don't selectively decline permissions during the Facebook login step

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