> ## Documentation Index > Fetch the complete documentation index at: https://docs.cura.so/llms.txt > Use this file to discover all available pages before exploring further. # Frequently asked questions > Quick answers to the questions we hear most. 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. *** ### 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?](/getting-started/what-is-cura). ### 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](/getting-started/your-first-day). ### 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. ### 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. ### 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](/ai-agent/build-your-knowledge-base). ### 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?](/faqs/ai-not-replying). ### 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](/inbox/the-inbox-explained). ### 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"?](/faqs/why-unrouted). ### 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](/faqs/message-not-received). ### 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](/faqs/channel-disconnected). ### 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](/team/workspaces-explained). ### 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](/faqs/cant-switch-workspaces). ### 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](/ai-agent/escalation-handoff). ### 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](/ai-agent/build-your-knowledge-base). ### 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. *** ## Channels & limits The most common platform questions, answered in a line or two. Each links to a fuller guide. ### 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](/faqs/messaging-windows-by-channel). ### 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](/faqs/cant-connect-a-channel). ### 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](/faqs/cant-connect-a-channel). ### 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](/faqs/channel-already-connected). ### 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](/faqs/attachments-and-media-limits). *** ### Related articles * [Getting started with Cura: your first day](/getting-started/your-first-day) * [The Inbox explained](/inbox/the-inbox-explained) * [Build your Knowledge Base](/ai-agent/build-your-knowledge-base) * [Messaging windows by channel](/faqs/messaging-windows-by-channel) * [Connect LINE OA](/setting-up-cura/connect-line-oa)