How to send audio, images, documents and media from the Inbox

You can send audio, images, videos and documents straight from the Inbox to the contact. Each channel (WhatsApp Cloud API, WhatsApp Business and LinkedIn) has its own rules for type, size and format (knowing the limits prevents send failures and rejected messages).

Available on: All plans.

Who can do it: Any user with access to the Conversations module and permission to send messages.

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Before you start

• The conversation must be open. On WhatsApp, free-form sends (including media) are only possible while the 24-hour window is open; LinkedIn has no window.

• Have the file available on your computer or phone, or already saved in the Media library.

• Know which channel the conversation uses (WhatsApp Cloud API, WhatsApp Business or LinkedIn); size and format limits differ between them.

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Attach straight from the Media library

Anything already saved in the Media library can be attached without uploading the file again.

1. In the message box, click + or type /

2. Choose Photos and videos or Attach document

3. In the submenu, click Choose from media library (or Upload from device, to use a file from your computer)

4. Select the items. You can choose up to 5 per send, and they go into the tray along with the ones from your computer

5. Click Send

• The library opens already filtered by type (photos and videos, or documents). Items in a format the channel doesn't accept appear disabled, with the reason

• Deleting the item from the library later doesn't affect what was already sent

• Audio from the library can't be sent in the conversation yet

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Send an image

1. Open the conversation from the side menu, in Conversations

2. In the message box, click the Attach icon (paperclip)

3. Select Image

4. Choose the image (use JPG or PNG; sizes and formats per channel are in the limits table)

5. Click Send

Paste an image straight into the conversation (Ctrl+V / Cmd+V)

You can paste an image from the clipboard straight into the message field, without using the attach button.

1. Copy an image (a screenshot, or an image copied from another app or the browser).

2. In the message field, press Ctrl+V (Windows/Linux) or Cmd+V (Mac).

3. A confirmation modal opens with a preview of the image.

4. Review it and click Send.

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Send a document (PDF, DOCX, etc.)

1. Open the conversation in Conversations.

2. Click the Attach icon in the message box.

3. Select Document.

4. Choose the file (accepted formats vary by channel — see the limits table).

5. The file's original name is kept and shown to the contact.

6. Add an optional caption and click Send.

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Send audio (voice message)

1. Open the conversation in Conversations.

2. In the message box, click the Microphone icon.

3. Allow microphone access if it's your first time (browser popup).

4. Start talking; the icon turns into a live recording indicator.

5. Click Send to send the recording, or Cancel (trash icon) to discard it.

The audio is sent to the contact as a native WhatsApp voice note.

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Download media from the conversation (audio, image, file and video)

Any media in the history — received from the contact, sent by you or sent by the AI agent — can be saved to your computer from the message menu, always in the same place.

1. Hover over the message in the conversation history. A small arrow appears at the top of the bubble (for audio, it appears next to the player, in a space the bubble opens on the right).

2. Click the arrow.

3. Choose the download option shown: Download audio, Download image, Download file or Download video.

4. The file is saved straight to your computer.

The menu only shows the option that makes sense for that message: an image shows Download image, a PDF shows Download file, and so on. For video, the menu is the only way to save the file — the video player has no download button.

Name the file is saved with

What you see while the download happens

• As soon as you click, a Downloading… notice appears in the corner of the screen.

• When the file is saved, the notice disappears and the download shows in the browser bar, like on any other site.

• If for some reason Nuvia can't save it directly, it opens the file in a new tab and lets you know: “Couldn't download directly. We opened the file in a new tab.” From there, you save it through the browser.

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Send a video

1. Open the conversation in Conversations.

2. Click the Attach icon and select Image or Video.

3. Choose the file; we recommend MP4 with H.264 codec and AAC audio.

4. Add an optional caption and click Send.

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View PDFs in the conversation

PDFs received or sent can be opened right in Conversations, without downloading.

1. In the conversation history, find the message with the PDF document.

2. Click the document card (the whole card is clickable).

3. A modal opens with the PDF in full screen, in a viewer on the screen itself.

4. Use Download PDF (top right corner of the modal) to save the file.

5. Close the modal with Esc or by clicking outside it.

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Receive media that arrives late (LinkedIn)

On LinkedIn, some videos and audio files sent by the contact arrive in two steps: first the message appears and, only a few seconds or minutes later, the file becomes available. Nuvia handles this automatically, with nothing for you to do.

• Until the file arrives, the message shows “Loading media…” with a loading indicator in place of the media.

• When the file becomes available, Nuvia downloads it and the message updates on its own (“Loading media…” is replaced by the actual video, audio or image, without reloading the page).

• If the file doesn't become available after several attempts (Nuvia tries for about 1 hour), the message shows “Media unavailable”.

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Limits per channel

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Common errors and solutions

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Frequently asked questions