Hi Stina,

What video source are you embedding into an in-app message? Are you able to share a link to the public URL for the video? I attempted to find a Youtube video under 1 minute to test, but couldn’t come up with anything. 

From our docs, it sounds like you may be using an unsupported video source

If you use an unsupported platform, we’ll show a black preview and link to the video.

We currently support YouTube (not Youtube shorts), Vimeo, Wistia, Loom. 

Hi, all youtube-films that is shorter than 1 minute is automatic youtube shorts. It would be great if you supported that, do think it will come?

We currently do not have an ETA for this requested feature. Besides upvoting the feature request, we've gone ahead and let our product team and engineers know that you're eagerly awaiting its release.

In the meantime, you can keep on the lookout for this feature in future release notes: https://customer.io/docs/release-notes/

Hey Stina, I’ve found a simple workaround for this issue - you can adjust the link of the YouTube video itself to be in the regular video format instead of the shorts format. 

Simply change your link (include video code at the end) from:

https://www.youtube.com/shorts/ to https://www.youtube.com/watch/

Hope this helps!