Media Restrictions (Settings) – Hi Marley

Overview

Media Restrictions allow admins to control which media types and file formats customers can send and receive through Hi Marley messaging. This helps ensure reliable message delivery and aligns media usage with your organization’s communication guidelines.

What are Media Restrictions?

Media Restrictions let you:

Allow or block specific file formats by media type (images, videos, audio, documents, and more)
Define custom reply messages when an unsupported file type is received
Ensure only file types known to be supported by mobile carriers are used in messaging

Hi Marley only lists file formats that are confirmed to be reliably delivered by phone carriers. Other formats may work in limited cases but are not included because carrier support cannot be guaranteed.

Accessing Media Restrictions

To manage Media Restrictions:

Navigate to Settings.
Select Organization.
Click Media Restrictions.

From this page, you can configure allowed file types and reply messages for each media category.

Configurable Media Categories

Each media category can be configured independently.

Unknown File Type

If a file is received that does not match any recognized format, Hi Marley sends the Unknown file type message to the sender.

This message is required
Use it to clearly explain why the file could not be delivered

Images

Control which image formats are allowed (for example: JPG, PNG, GIF, HEIC).

Select individual formats or use Select all
Configure a required Images reply message that is sent when an unsupported image format is received

Videos

Control which video formats are allowed (for example: MP4, MPEG, 3GPP).

Select individual formats or use Select all
Configure a required Videos reply message for unsupported formats

Audio

Control which audio formats are allowed (for example: WAV, MP3, AMR).

Select individual formats or use Select all
Configure a required Audio reply message for unsupported formats

Text and vCard

Control structured text-based file types such as:

vCard
CSV
RTF
Calendar files

If all file types in this category are allowed, a reply message is not required.

Documents

Control document file formats (for example: PDF).

If all document types are allowed, a reply message is not required.

Reply Messages

Each media category (except where all file types are allowed) requires a reply message. These messages are automatically sent to the customer when they attempt to send a file that is not supported.

Best practices for reply messages:

Keep the message short and clear
Explain that the file type is not supported
Optionally suggest an alternative (for example, “Please send a photo instead”)

Saving Changes

Be sure to click Save after making any changes. Updates apply immediately to new inbound and outbound messages.

If you want, I can:

Tighten this further to match existing Zendesk article length
Add a “Common Questions” section (this feature definitely invites them)
Or split this into a basic + advanced admin version

Just tell me how prominent you want this article to be in the Help Center.