Which files, statuses, reactions, and quotes pass between messengers and Kommo through AnyLinga
With AnyLinga, you can receive voice messages in Kommo, send files to customers in WhatsApp and other channels, and view message statuses.
Support for attachments, reactions, and quotes depends on the channel. Below is what passes to and from the deal chat, how captions are translated, and what message delivery statuses mean in Kommo.
What you'll need
- Kommo with AnyLinga connected.
- A connected channel: WhatsApp via QR, WhatsApp Business API (WABA), Telegram bot, personal Telegram, Instagram, or Facebook.
- A customer chat in Kommo to check incoming and outgoing messages.
Which files arrive in Kommo and can be sent to customers
1. Check incoming WhatsApp attachments
- WhatsApp via QR receives photos, voice messages and audio, documents, videos, and stickers. Other types arrive as text.
- WABA receives photos, videos, audio and voice messages, documents, and stickers.
- A photo appears as an image, a document as a file, audio and voice messages in a voice player, a video as a video, and a sticker as an image.
2. Account for WABA text messages
- A location arrives as the text “📍 … https://maps.google.com/?q=…”, and a contact card as the text “👤 name: phone”. Neither message is translated.
- A template or interactive button click arrives as the button text.
- An unsupported type arrives as the text “[Message type not supported by WhatsApp Business API]”.
3. Check attachments in other channels
- Telegram bot and personal Telegram pass photos at the largest available size, videos, voice messages, audio, documents, and stickers.
- Facebook and Instagram pass images, videos, audio, and files.
- MAX bot is available only in amoCRM accounts, so in Kommo the channels above are the full list.
For Facebook and Instagram, only the first attachment in a message is used.
4. Send a file from Kommo
- To send a file from Kommo to WhatsApp or another connected channel, attach it in the customer chat.
- Kommo passes four types: image, file, voice message, and video. All four are supported in all the channels listed.
- A voice message sent as an OGG file is delivered as a voice message. If the messenger does not accept it, it is sent as a document.
Kommo has no “sticker” type, so you cannot send a sticker from Kommo.
How captions and translations are handled
5. Check the attachment caption
- An incoming caption is translated like regular text. Media without a caption arrives as is. See how translation works for details.
- An outgoing caption is the translated text written by the sales rep.
- In Facebook and Instagram, the file and its text are sent as two separate messages.
- In WABA, audio has no caption: the text is sent as a separate message.
“Auto-template”, whether a prefix or signature, is not added to media messages. See templates for details.
6. Check the voice transcription requirements
- Passing a voice message to a chat and transcribing it are separate tasks. The requirements are described in voice transcription.
Transcription has a 25 MB limit per file. This is not an attachment forwarding limit.
Which delivery statuses appear in Kommo
Kommo has three message states: submitted/delivered, read, and error. There are no separate indicators for “Submitted” and “Delivered”.
7. Check WhatsApp message statuses
- WhatsApp via QR passes delivery, then read status. The read status does not revert to an earlier status. Errors are also passed.
- WABA receives the statuses sent, delivered, read, and failed from Meta. Submission and delivery correspond to the same indicator in Kommo.
- For failed, Kommo displays the reason for the error.
8. Account for statuses in other channels
- Facebook passes delivery and read statuses.
- Telegram bot and personal Telegram pass the “Delivered” status when the messenger accepts the message. The “Read” status is unavailable for these connections.
- In any channel, if sending fails, the message in Kommo receives an error status with the reason.
Telegram bots do not receive read receipts. Acceptance by the messenger does not mean the customer has read the message.
Which reactions and quotes are passed
9. Check reaction support
- Reactions from Kommo are passed to customers only in WhatsApp via QR, Telegram bot, and WABA. Outgoing reactions are not passed in personal Telegram, Facebook, or Instagram.
- Reactions to any message in WhatsApp via QR arrive in Kommo. A reaction added by the account owner from their phone appears as a sales rep's reaction.
- WABA passes reactions to incoming and outgoing messages.
- Telegram bot passes reactions only to messages sent from Kommo.
- Facebook and Instagram pass reactions only to messages sent from Kommo; reaction removal is also passed.
10. Check the quote in a customer's reply
- A customer's reply with a quote is passed to Kommo from all the channels listed: WhatsApp via QR, WABA, Telegram bot, personal Telegram, Facebook, and Instagram.
- If the quoted message is not found, the reply arrives without the quote.
11. Account for the channel when replying with a quote
- A sales rep's reply with a quote is passed to the customer in WhatsApp via QR, WABA, Telegram bot, and personal Telegram.
- If sending with a quote fails in WhatsApp via QR or WABA, the message is sent again without the quote.
- In Facebook and Instagram, outgoing quotes are not passed.
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