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Each channel — LINE, WhatsApp, Messenger, Instagram, Telegram, the website widget — sets its own rules for what you can send: how large a file can be and which file types are allowed. Those rules come from the platforms themselves, not from Cura. When a file breaks one of them, Cura tells you before it sends, so you can swap in a file that works. This page is a reference. Use it to check a channel’s limits before sending a large photo, a video, or a PDF.

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Outbound: what you can send on each channel

The caps and allowed types below apply to files you send out to a customer.
A few by-design limits worth knowing:
  • Instagram Direct doesn’t accept files or documents at all. Meta rejects PDFs and other documents on Instagram — there’s no setting that turns this on. To share a document with an Instagram customer, paste it as a link in a text reply, or send it on a channel that supports files (WhatsApp, Messenger, or LINE).
  • Telegram supports images only for now — video and file sending aren’t available on that channel.
  • LINE PDFs arrive as a link card, not as a native document attachment. The customer taps the card to open the file.
  • WhatsApp images must be JPEG or PNG. Other image types are rejected even if they’re under 5 MB.

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Text length limits

Long messages are also capped per channel. The AI writes to stay well under each limit; if a reply would run long, Cura splits it across messages, and a very long reply is handed to a person instead.

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What you see when a file is rejected

Because Cura checks the file before sending, a file that breaks a channel’s rules never silently disappears. Instead:
  • The composer accepts the file, but when it’s sent the message is marked failed with a reason, such as “File exceeds the 5 MB limit,” “File type … is not supported,” or “File is empty.”
  • On Instagram or Telegram, sending an unsupported kind (a PDF to Instagram, or a video/file to Telegram) fails with a note that the file type isn’t supported on that channel.

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How to fix a rejected file

1

Read the reason Cura shows

The failed message tells you which rule was broken — a size over the limit, an unsupported type, or an empty file.
2

Match the file to the channel's rule

  • Too large? Compress or resize the file to fit the channel’s cap in the table above.
  • Wrong type? Convert it to an accepted format — JPEG or PNG for images, MP4 for video, PDF for documents.
  • Unsupported on this channel? If the channel simply can’t send that kind of file (a document on Instagram, a video on Telegram), send a link in text instead, or use a channel that supports it.
3

Resend

Attach the corrected file and send again.
Once the file is within the channel’s size and type rules, it sends and the customer receives it natively in their channel.

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Inbound: files a customer sends you

There’s one cap on the way in, too: an attachment a customer sends that is larger than 25 MB is dropped as it arrives. Their text (if any) still appears in the conversation, but the file won’t. Ask the customer to resend a smaller version, under 25 MB, or share a link. See A customer didn’t receive my message for the inbound-attachment case in context.
These limits are set by the messaging platforms and are not adjustable in Cura. If a customer needs a file that’s larger than a channel allows, share a download link instead.