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Coral CRM integrations can include links to media shared in WhatsApp chats. When a daily transcript is synced to HubSpot or Salesforce, Coral keeps the transcript readable while adding access-controlled links for supported media messages.

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Enable CRM media

CRM media links must be enabled for your account or CRM integration before they appear in transcript syncs. To enable CRM media, contact your Coral rep.

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How CRM Transcript Media Works

When a chat message contains media, Coral generates a unique media link associated with both the media file and the integration through which it is accessed. Each time a media link is accessed, Coral validates permissions to ensure the file remains authorized for viewing. This verification helps maintain secure access while supporting media visibility within CRM transcripts. Coral provides fine-grained access controls that allow administrators to manage media availability at the integration and file level.

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What appears in your CRM

For text-only messages, the transcript is synced as normal. For media messages, the transcript includes the original message line plus a media label such as [image/jpeg], [video/mp4], or [application/pdf] followed by a link to the file. HubSpot renders the media label as the link. Salesforce appends the media URL to the transcript text.

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Access controls

If you need to disable access to a specific media file, please contact your Coral representative and provide the media link. Access revocation is managed on a per-integration basis. If you have multiple integrations enabled (for example, HubSpot and Salesforce), the media access must be revoked separately for each integration.