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Quick answers to the questions we hear most. If you’re stuck on something specific, the troubleshooting guides in this collection go deeper — and most pages link out to a full how-to.

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What is Cura, in one sentence?

Cura is an AI customer-messaging tool that answers your customers across every channel — LINE, WhatsApp, Instagram, Messenger, and more — from one shared Inbox, so no message goes unanswered. For the full picture, see What is Cura?.

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How do I get started?

Connect a channel, train your AI on your business, then turn it on and watch. Most businesses are live in under an hour. Follow Getting started with Cura: your first day.

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Which channels can I connect?

LINE, WhatsApp, Instagram, Messenger, Telegram, and a website widget. Start with the channel your customers already use most — for many businesses in Thailand, that’s LINE.

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Do I need to know how to code?

No. Every connection is a short guided flow, and training your AI is mostly uploading documents and filling in your services and FAQs. If you can onboard a new front-desk hire, you can set up Cura.

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How does my AI know what to say?

It answers from what you give it: your Knowledge Base (documents about your business), your FAQs (exact question-and-answer pairs), and your Services (treatments and prices). The more you add, the better it gets. See Build your Knowledge Base.

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My AI isn’t replying. Why?

Usually one of a few things: Master AI is off for the channel, your AI schedule doesn’t include the current time, a person has already taken over the conversation, the conversation isn’t routed to a workspace yet, or the customer just sent an image (Cura hands those to a person by default). Walk through My AI isn’t replying — what do I check?.

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Can I jump in and reply myself?

Yes, anytime. Open the conversation and take over — the AI steps aside instantly, just for that conversation, and hands back when you’re done. It never turns the AI off for your other chats. See The Inbox explained.

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What does “Unrouted” mean on a conversation?

It means the conversation hasn’t been assigned to a workspace (a business or branch) yet, so it’s waiting to be routed. The AI won’t reply until it has a workspace. See Why is a conversation marked “Unrouted”?.

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A customer says they never got my message. What happened?

Check the message’s delivery status — it moves from sending to sent, delivered, and read, or shows retrying or failed. The other common cause is a closed messaging window: WhatsApp blocks free-form replies more than 24 hours after the customer’s last message, while Messenger and Instagram give you up to 7 days. LINE, Telegram, and the website widget have no window. See A customer didn’t receive my message.

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One of my channels shows as disconnected. What do I do?

A channel usually disconnects when its credentials or tokens expire, or its webhook breaks. Reconnect it from Integrations → Channels. Step-by-step: A channel shows as disconnected.

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Can I run more than one location or brand?

Yes. Each business or branch lives in its own workspace, and your account can hold many. Knowledge, channels, and conversations are organized per workspace. See Workspaces explained.

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Why can’t I see or switch to a workspace?

This is almost always a permissions issue — your role may not include access to that workspace. An Admin can grant it. See I can’t switch workspaces or see a workspace.

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Will the AI ever hand a conversation to a human?

Yes. You set up escalation to tell Cura when to flag a conversation for a person — for sensitive questions, complaints, or anything it isn’t confident about. Cura also hands off automatically when a customer sends an image. You can take over manually at any moment too. See Escalation and handoff.

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How do I make the AI answer a common question better?

Add an FAQ with the exact wording you want customers to hear. FAQs and Services take priority over documents because they’re precise. See Build your Knowledge Base.

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How do I test the AI before customers see it?

Use Simulations to run the AI against scripted customer personas, or send a test message from your own phone through a connected channel and watch the reply land in the Inbox.

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Channels & limits

The most common platform questions, answered in a line or two. Each links to a fuller guide.

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Why can’t I message a customer after a day?

On WhatsApp you can only send a free-form reply within 24 hours of the customer’s last message; on Messenger and Instagram you get up to 7 days. This is Meta’s rule, not Cura’s — once the window closes, the reply is blocked until the customer messages again. LINE, Telegram, and the website widget have no window. See Messaging windows by channel.

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Can I use the same WhatsApp number on another tool too?

Not reliably. A WhatsApp number can only deliver incoming messages to one app at a time, so if the number is still live on another tool or provider, Cura may connect but never receive messages. Remove the number from the other tool first. See I can’t connect a channel.

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Why must I be a Facebook Page admin?

Meta only lets Cura connect Pages, Instagram accounts, and WhatsApp numbers that the person logging in administers. If you’re not an admin of the Page (or you untick a permission on Facebook’s consent screen), the connection fails. Log in with the admin account and leave every requested permission on. See I can’t connect a channel.

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It says the channel is “already connected.” What now?

If you connected it before, open the existing inbox under Integrations → Channels instead of adding it again. If it says it’s connected to another organization, that channel is live in a different workspace — take it over only if that workspace is really yours. See This channel is already connected.

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What file sizes and types can I send on each channel?

Every channel sets its own caps — for example, Instagram can’t send documents at all, and Telegram sends images only. Cura warns you before sending if a file is too big or the wrong type. See Attachment and media limits.