Issue

When sending an MMS message through the Conversations product that includes both a text body and a media attachment, the recipient only receives the media. The text body is missing, and Monitor logs also show only the media. Customers expect to send media attachments with text, but the text is dropped in delivery.

Product

Conversations Classic

Environment

Twilio Console

Cause

This issue occurs due to a known limitation in the Conversations product. When a message contains multiple media attachments and a text body, SMS and WhatsApp participants will only receive a single piece of media, and the text body will be dropped. This behavior is documented in Conversations media limits.

Resolution

To ensure the recipient receives both text and media in an MMS message:

1. Send the message with only one media attachment and a text body.
2. Avoid including multiple media files in the same message if you want the text to be delivered.
3. If you need to send multiple media files, consider sending them in separate messages, each with its own text body.

Additional Information 

• Chat participants in Conversations can receive multiple media files and a text body in the same message, but SMS and WhatsApp participants cannot.
• For more details, see the Conversations media limits documentation.

Please reach out Twilio Support for further assistance.