Problem

When an agent records a video with the camera inside the respond.io iOS app and sends it to a WhatsApp contact, the contact gets a link instead of a playable video. iPhones record in QuickTime (.mov), and the WhatsApp API only accepts MP4 or 3GPP (H.264 video, AAC audio, max 16 MB). Anything else is sent as a URL.

Who is affected

Any team using the iOS app to send product demos, proof of delivery, inspections, or other field videos to customers on WhatsApp.

Current workaround

Agents have to convert the video to .mp4 outside respond.io (with a converter app or an iOS Shortcut) and attach it again. Alternatively, they send it from the web app. Both are slow and easy to get wrong in the field.

Proposed solution

Transcode videos to .mp4 (H.264 + AAC) on the device before upload. This could be part of the compression step the app already runs.

Apply the conversion to camera recordings and to videos picked from the gallery.

Optionally, show a warning when a video is still in an unsupported format or over 16 MB for the selected channel.

Expected result

Videos recorded or selected in the mobile app show up as native, playable videos in WhatsApp, with no extra steps for the agent.