Enrich your text messages by sending photos, GIFs, video and audio to your Members over SMS and MMS. Each accepts different file types and sizes, and video can only be sent over SMS.

This article covers sending media over SMS and MMS only: what you can send, how to attach it on the web dashboard and in the mobile app, the limits for each, and what to do when media doesn't arrive the way you expected.

What is media over SMS and MMS?

In this article, media means any photo, GIF, video or audio file you attach to a text message. You can send it in direct messages, campaigns and scheduled campaigns. 

For text messages, media can be delivered one of two ways.

Over SMS. Community uploads your file and sends your Member a link to it. The link is wrapped in a Community URL (m.community.com), which is how Community reports clicks. If the Member has saved your number as a contact, the link shows as a rich preview in their messaging app. If they haven't, it opens the file on the web. SMS accepts more file types and files up to 50 MB, including video.

Over MMS. MMS stands for multimedia messaging service. It uses the same technology as SMS, but where SMS is built for short text, MMS is built for multimedia. Community attaches the file directly to the message, so your Member doesn't have to click a link. MMS accepts fewer file types and files up to 600 kB. It doesn't support video, and link tracking isn't enabled on MMS messages.

Voice notes and audio files are delivered the same way over SMS and MMS. Your Member receives an audio file, not a voice note. You can record a voice note in the mobile app or attach an existing audio file on the web dashboard.

Why should I use media over SMS and MMS?

Your Members opted in to hear from you by text, so media arrives in a conversation they asked to be part of. A photo, a clip or an audio message can carry what text can't. 

Which way a file is sent changes what you can include. SMS accepts more formats and bigger files, including video. MMS attaches the file directly so Members don't open a link, but it takes smaller files and no video. When you upload media to a campaign message, you choose which way it's sent.

How do I use it?

Media in a text message goes over SMS or MMS, and each has its own section below. SMS takes more file types and larger files, including video. MMS attaches the file directly but takes smaller files and no video. Voice notes and the limits for both follow. 

Sending media over SMS

Over SMS, Community uploads your file and sends your Member a link to it. You can send photos, GIFs, video and audio. Files must be under 50 MB. Files over the limit aren't processed and the message isn't sent. The accepted formats are in Checking media limits and formats.

On the web dashboard

1. Open the compose screen for a new campaign. 
2. Select the media button ().
3. Choose a photo, video or audio file from your computer.
4. Finish your message.
5. Below the Campaign Message, choose between MMS and SMS.

In the mobile app

1. Open the campaign compose window.
2. Tap the button for what you want to send: take a photo or video (), choose from your library (), or record an audio note (). 
3. Take or choose the media.
4. Choose to send as SMS or MMS.
5. Send the message.

Sending video

Video can be sent over SMS. It can't be sent over MMS. Higher quality video means a larger file, so check the file size before you send. For longer videos, host the video on a platform such as YouTube or Vimeo and send the link instead. That also avoids processing problems. If an iPhone video fails to send, see Why do I get a media processing error?.

Sending audio files

Attach an audio file on the web dashboard the same way as other media. It's sent as a file, not as a voice note. Voice notes are covered in Sending voice notes. If you'd rather not upload the file, host it with a third-party service such as Google Drive and send the link from the web dashboard or the mobile app.

Sending files such as PDFs

Over SMS and MMS, Community sends photos, videos and audio directly. For other files, such as PDFs, host the file and send a link.

1. Upload the file to a cloud application such as Google Drive or Dropbox.
2. Create a shareable link.
3. Add the link to your message.
4. Send the message.

Sending media over MMS

Over MMS, Community attaches the file to the message, so your Member doesn't have to click a link. MMS accepts images and MP3 audio up to 600 kB. It's available to qualified customers on usage-based plans.

1. Open the compose screen for a campaign message.
2. Select the media button () and choose a file from your computer. Keep it under 600 kB and use a format from the table below.

3. Choose MMS from the Send Media as drop down. 

   

4. Finish your message and send it.

Link placement. When an MMS message has an image and a link, add the image first, write your message, then put the link at the end. 

GIFs. Upload GIFs directly. GIFs chosen from the GIF picker aren't supported over MMS. 

Naming audio files in campaigns. Make MMS audio files feel more personalized and polished before they reach your audience.

Customize the file name of audio attachments sent in MMS campaigns. Instead of sending a system-generated file name, add a clear file name that helps members recognize what they received.

Sending voice notes

You can record a voice note in the mobile app. It reaches your Member as an audio file, not as an Apple voice note. 

1. Open the compose window in the mobile app.
2. Click the voice note icon () to record. 
3. Send it. Your Member receives an audio file, not an Apple voice note, the same as an audio file attached on the web dashboard.

You can listen to voice notes from your Members in the mobile app. If you can't hear inbound or outbound voice notes, check that your phone isn't in silent mode and the volume is up. 

Checking media limits and formats

Files over the limit aren't processed and the message isn't sent. Message character limits are in Composing a campaign. 

Common questions

How do I send audio messages through Community?

For SMS and MMS messages, record a voice note in the mobile app. Voice notes aren't available on the web dashboard. An audio file you attach on the web dashboard is sent as a file, not as a voice note. For steps, see Sending voice notes.

Why do media files send as shortened links on Community?

Over SMS, Community uploads and hosts your media and sends a link to it. Community preserves the quality of the content and helps with deliverability across carriers and devices. The link is wrapped in a Community URL (m.community.com), which lets Community report unique clicks and the rate at which the media was viewed. Media sent over MMS is attached and isn't sent as a link.

For the Link Tracker checkbox and how links are counted, see Composing a campaign. 

How do I make sure that my pictures and videos show up as a rich link preview?

Ask your Members to save your number as a contact. In SMS messages, links only show a preview when your number is saved in the Member's phone. Add a line to your Signup Confirmation message asking Members to save you, for example "Make sure to add me to your contacts too!"

How can I send a file in a message?

Over SMS and MMS, photos, videos and audio send directly. For other files, such as PDFs, host the file and send a link. For steps, see Sending files over SMS.

Why do I get a media processing error?

Some videos shot on Apple devices are saved in H.265, which Community doesn't support. If you attach one to a text message, you get a Media processing error and the message isn't sent. 

To fix it, change your iPhone to record in a compatible format: go to Settings > Camera > Formats and choose Most Compatible. For a file you already have, convert it to a compatible format before uploading. 

Why are videos sent from my members poor quality?

When your Members text you photos or videos, they arrive over MMS, which lowers its quality significantly. This is the same loss you see when an iPhone receives media from an Android phone.