Blog · Questions and answers
How to get your WhatsApp agent to send the product photo a customer asks for
Short answer: upload your photos once, sorted into categories with a short description of what each one shows, and let the agent choose which to send when a customer writes "can you send me a picture?". Super Agent has two sources: your business's photo library (Business → Photos), which works for any kind of business, and, if your Shopify store is connected, each product's main photo, which the agent sends straight from the store. The photo arrives on WhatsApp, inside the conversation, with a caption saying what it shows.
Why "can I see a photo?" goes unanswered
It is one of the most common questions in a sales chat and one of the slowest to answer by hand: find the picture on your phone or in the store, send it, get back to the conversation. An agent that can only write text has two bad options. It describes the product in words, or, worse, promises a photo that never arrives. Super Agent gives the agent a way to send the photo, and when there is none, it is told so and does not promise one.
Where the photos come from
Your photo library, for any business
Under Business → Photos you upload photos and sort them into categories: "Dresses", "Sizes", "The shop". No store connection is needed, so it works the same for a shop, a clinic or a restaurant. As each photo is uploaded, Super Agent drafts a short description from the image, which you can correct. The agent never looks at the pictures themselves: it reads those descriptions to decide which one to send. You can also guide it at three levels:
- Per category, in "When to look here": for example, "send when they ask about sizing".
- Per photo, in "When to send this one": for example, "only for wholesale enquiries".
- One general rule, in "When to offer a photo", which the agent reads on every message.
Photos straight off an iPhone (HEIC) are fine. They are shrunk to a light size without being cropped, and a photo that is already in the library is skipped. Every agent on the account shares the same library.
The product photo, straight from Shopify
With a Shopify store connected, the agent can also send a product's main photo: it finds the product in your catalog first, then sends its picture. Super Agent does not copy or store that image. Shopify serves it as a JPEG and WhatsApp downloads it from your store. Draft and archived products are never sent, and when a product has no photo, the agent says so instead of promising one.
It is the product's main photo, not one per colour or size. To show the inside, the back or a size chart, use the library.
How to set it up
- Connect your WhatsApp Business number under Integrations. Photos are sent on WhatsApp.
- Create the categories under Business → Photos, using the words your customers use.
- Upload the photos and check their descriptions. Say what is in the picture: the product, the colour, the angle.
- Write when to offer a photo, for example: "Offer a photo whenever someone asks what something looks like".
- Check the agent's tools. If you created the agent through the initial setup, sending photos is already on. If the library is empty, the agent settings tell you so and link you to Business → Photos.
- If you sell on Shopify, connect the store and make sure the product lookup and the Shopify product photo tools are on.
A worked example: front, inside and size
A bag shop has a "Bags" category holding three photos of the honey-coloured tote (front, open and being worn) and a "Sizes" category holding its size chart. The product and photos are examples:
The agent did not look up "a photo of the bag". It chose between several, following what the customer asked: the front first, then the inside and the size chart. Each photo carries a caption saying what it shows, so if it is not the one she meant, she can tell straight away and ask for another.
Frequently asked questions
Can it send a photo that is not in my library or my store?
No. The agent only sends photos from your library, or a product photo from your connected store. It accepts no image links, including one a customer pasted, so it cannot send an arbitrary picture in your business's name.
What if I don't have the photo they want?
The agent will not describe one or say it will send one later. What it does instead is your call, in "When to offer a photo": hand the chat to a person, offer something else, or just answer in words.
Does it work on Instagram, Messenger or my website chat?
For now, photos are sent on WhatsApp only. If someone asks for a photo on a phone call or by SMS, it reaches them on WhatsApp.
What if the customer last wrote days ago?
Super Agent sends the photo only within 24 hours of the customer's last message, the window in which WhatsApp allows free-form replies. Outside it, the tool tells the agent and no photo is sent. Writing after that takes a Meta-approved template, so it is worth knowing why Meta rejects WhatsApp templates before you create one.
What if my store runs on WooCommerce?
The library works exactly the same, because it does not depend on any store. Sending the photo straight from the catalog is Shopify-only for now.
Tips so it picks the right photo
- One photo, one thing. "Honey tote, front" is easier to pick than "bag collection".
- Name categories the way customers talk. If they ask about "sizes", do not call the category "dimension guide".
- Delete what you no longer sell. A deleted photo stops being sent.
- Measure how long customers wait. The missed-replies calculator estimates what slow answers cost you, and the store FAQ generator helps you write down the rest of your answers.
If your store is not connected yet, start with connecting WhatsApp to Shopify: it is what lets the agent find the product before sending its photo.
Let your agent show what you sell
Create your agent from your website address, connect your WhatsApp, upload your photos and let it send the one each customer asks for.
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