Sharing and using files
Send files from Media Storage to patients in conversations, share them as links and use them safely within your team.
4 min read
The real value of the files in Media Storage is getting them to the right patient at the right moment: German aftercare instructions, an English treatment plan, hotel and transfer details. This article covers sending files in conversations, sharing them as links and what to watch out for when sharing.
Sending a file in a conversation
Example: your implant patient Jonas Weber from Germany asks on WhatsApp for his aftercare instructions in German.
- Open the patient's conversation in Conversations and click the paperclip (attachment) icon in the message box.
- In the window that opens, find and select the file in Media Storage. Typing part of the file name in the search box (e.g.
aftercare) is the quickest way. You can also upload a new file from your computer if needed. - Click Insert to add the file to the message.
- Write a short note and click Send.
Depending on the channel, the patient receives the file as an attachment (WhatsApp, email) or as a link (SMS). Details: Replying and channels.
Heads up
On WhatsApp, if more than 24 hours have passed since the patient's last message, you can't send free-form messages or files; you need to send an approved template first. When the patient replies, the window opens again. See WhatsApp rules and quality.
Channel by channel
| Channel | Sending files | Tip |
|---|---|---|
| Images, PDFs and videos can be sent; Meta's size limits apply. | Compress large videos; prefer PDFs. | |
| Instagram / Messenger | Images and some file types are supported. | An image or a link may be more reliable than a PDF. |
| Files are sent as attachments. | Very large attachments increase spam risk; use a link. | |
| SMS | Files are sent as a link. | Send it with a short, clear message. |
Speeding up files you send often
If you send the same price list or transfer details every day:
- Keep the files in your Clinic Assets folder with a language suffix (
_EN,_DE,_FR). - Create a snippet that includes the file and send text + file in one click. See Templates and snippets.
- When a file is updated, move the old version to an
Archivefolder instead of deleting it, and swap the file in your snippets for the new version.
Sharing a file as a link
Sometimes you'll want to share a file as a link rather than an attachment (e.g. a large clinic tour video). You can copy the file's address from its preview screen or from the link/copy option in its quick-action menu, then paste it into your message. The exact name of the option may vary with the interface version.
Important
Anyone with the link can open the file. Don't send patient-specific files such as X-rays, patient photos or treatment plans to third parties (agents, social media, group chats) via public links. Send these files only to the patient themselves, as an attachment from within the conversation.
Using files within your team
- Doctor's assessment: The coordinator uploads the patient's X-ray to their folder and adds a note to the contact record: "X-ray uploaded: Patients/2026/P-1043 Jonas Weber/01_X-rays". The doctor gets to the file from there. See Tasks and notes.
- Follow up with a task: Create a "Prepare treatment plan" task and assign it to the doctor; once ready, the plan is uploaded to the
04_Treatment-Planfolder. - Share the path, not the file: Instead of forwarding a file to a colleague on personal WhatsApp, share the folder path in the panel. That way patient data doesn't spread onto personal phones.
Common issues
The patient can't open the file. The channel may not support the file type; convert it to PDF or JPG and send it again. Check the file size too.
The paperclip icon looks disabled. The WhatsApp 24-hour window may have closed. Send a template and wait for the patient to reply.
I sent the wrong file. Once delivered, a message may not be recallable. Send the right file and ask the patient to disregard the wrong one; if the wrong file belongs to another patient, tell your manager (a data breach assessment may be needed).
Related articles
Didn't solve your problem?
Ask the assistant or message our support team.