WhatsApp Media Retention: Auto-Save to CRM for 1 Year

Photo by Vitaly Gariev on Unsplash

Files shared over WhatsApp—photos, receipts, contracts, or PDFs—are often central to customer conversations. Those files used to vanish automatically because of built-in platform limits. We now store all WhatsApp media in the CRM automatically for up to one year, and you can manually save anything you want to keep permanently.

How the auto-save works

The system automatically captures WhatsApp attachments and keeps them in the CRM for a year. For important items you want to keep beyond that period, add them to the contact's Documents section with a single click. This combines automated retention with a simple manual save to keep records clean and complete.

Step-by-step: Save WhatsApp media to Documents

1. Open the contact or the Conversations section and access the WhatsApp conversation where the file was shared.

2. Find the media attachment (photo, PDF, or other file) and click the three-dot icon under the file.

3. Choose Add to Documents from the menu.

4. The file saves instantly to the contact's Context Document section. Now it’s organized and available for future reference.

Why this matters

• Prevent lost files: The automated save avoids files disappearing due to short platform retention windows.

• Centralized storage: All customer files live in one place inside the CRM for easier lookup during follow-ups across Email, SMS, and WhatsApp.

• Cleaner records: Manually adding key files to Documents keeps each contact’s profile complete and professional.

• Better customer experience: Faster, more informed responses when every attachment is available in context.

Best practices for managing WhatsApp media

• Use the manual Add to Documents action for contracts, receipts, and legally important files.

• Adopt a naming convention for saved documents so teammates can find files quickly.

• Regularly review stored media to remove duplicates or outdated files and keep contact records tidy.

• Combine saved media with notes or tags in the contact profile to create clear context for future interactions.

Where to find saved files

Automatically retained media lives in the CRM for up to one year. Files you add to Documents appear in the contact's Context Document section immediately. Use search and filters inside the CRM to locate attachments by date, file type, or name.

FAQ

How long are WhatsApp files stored automatically in the CRM?

All WhatsApp media is automatically stored in the CRM for up to one year.

How do we keep a file longer than one year?

Select the three-dot icon under the media and choose Add to Documents. That saves the file instantly to the contact’s Context Document section so it stays organized beyond the automatic retention period.

Which file types are supported?

Photos and documents shared over WhatsApp are captured. If a file is visible as an attachment in the conversation, it can be auto-retained and manually saved to Documents.

Where do saved files appear in the CRM?

Files added to Documents are stored in the contact’s Context Document section. Automatically retained media is accessible within the conversation history for up to one year.

Does saving files to Documents change how we deliver customer service?

Yes. Keeping critical attachments organized and accessible helps teams respond faster and maintain a more professional record of each interaction.

This feature reduces the risk of lost WhatsApp files and makes it easier to keep customer records accurate. We built it to help teams stay organized and deliver better service. We hope you enjoy it.

This article was created from the video WhatsApp Media Retention: Auto-Save to CRM for 1 Year