1. [Help](https://nuvia.ai/en/docs) 2. [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) # How to send audio, images, documents and media from the Inbox Send images, videos, documents and audio straight from Conversations. See each channel's limits, the in-screen PDF preview and the checks that prevent send failures. Available on All plans Who can do it Any user with access to the Conversations module and permission to send messages Updated on November 3, 2026 [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) 1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) 2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) 3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) 4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) 5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox) 6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) 7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations) 8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) 9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-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. ## 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. To understand the 24-hour window and when you need an HSM template, see the article [Understanding WhatsApp rules](https://nuvia.ai/en/docs/artigos/14575042-understanding-whatsapp-rules-24h-72h-windows-templates) ### 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 Also works in **Quick replies** (Select from media library button in attachments), **template headers** with image, video or document (in Conversations, Campaigns and the agent's Follow-up) and the header image of the **Google Calendar reminder**. ### 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**. Tip for screenshots, use the system shortcut (**Cmd+Shift+4** on Mac, **Win+Shift+S** on Windows) and paste it straight into the message field. Nuvia detects the image on the clipboard and opens the preview before sending. ### 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**. Important documents may take longer to deliver depending on their size. For files close to the limit (100 MB on WhatsApp), wait up to 30 seconds before treating it as a failure. ### 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. ### 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 Media typeFile name **Audio** Date and time the message appears in the conversation, in your time zone: audio-2026-09-08_15-30.ogg. The extension matches the audio's actual format (.ogg, .mp3, .m4a, .opus, .wav and others) **Image** Original file name of the image (for example foto final.jpg) **File (document)** Original name the sender used (for example Proposta comercial.pdf). When the sender doesn't include a name, the file is saved as documento. + the file's actual extension — an XLSX becomes documento.xlsx, not documento.pdf **Video** Original name the sender used. Without a name, video. + the actual extension (video.mp4, for example) Tip since the audio file name includes the date and time, audio downloaded from different conversations stays sorted by time in your downloads folder — useful when you need to gather the recordings from the same day. Good to know the download option only appears when the file is already available on the platform. For media that's still being sent, or that came from LinkedIn and still shows “Loading media…”, the option isn't shown — wait for the file to arrive. #### 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. Fixed clicking **Download image** used to open the photo in a new tab instead of saving it. Now the file is saved directly, with its original name. The **Download image** button also moved from the top of the bubble into the full-screen view (click the image to open it) — on the bubble, use the arrow menu. Also fixed the arrow used to sit **on top of** the audio player and covered the speed control (the “1x”), the last item in the row — clicking it didn't work. Now the bubble opens a space just for the arrow, and all player controls stay clickable. ### Send a video 1. Open the conversation in **Conversations**. 2. Click the **Attach** icon and select **Image orVideo**. 3. Choose the file; we recommend **MP4** with **H.264** codec and **AAC** audio. 4. Add an optional caption and click **Send**. Tip MP4 videos with H.264 show up as native video, which the contact plays right in WhatsApp. Other formats may arrive as a video document (they need to be downloaded to watch). ### 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. Tip the on-screen view only works for **PDF**. Other documents (DOCX, XLSX, etc.) keep the direct download button, with no preview. When you download, the file is saved to your computer with its original name. ### 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”**. Important while the media shows as “Loading media…”, the AI agent doesn't reply to that message. It only acts after the actual content arrives, so it decides based on the real media. ### Limits per channel Media typeWhatsApp Cloud APILinkedIn **Image** 5 MB · JPG, PNG 15 MB · JPG, PNG, WEBP **Video** 16 MB · MP4 (H.264 + AAC) 15 MB · MP4 **Audio** 16 MB · MP3, OGG, AAC, M4A, OPUS ❌ Not supported **Document** 100 MB · PDF, DOCX, XLSX, PPTX, TXT 15 MB · PDF, DOCX, XLSX, PPTX **Stickers** 100 KB · WEBP ❌ Not supported **Free-form sending window** 24 hours after the contact's reply Always allowed (LinkedIn has no window) Important WhatsApp limits are set by Meta; on LinkedIn, Nuvia checks the file type and size **before upload** (on WhatsApp, the check happens at the time of sending). Files above the limit are rejected with the message **File too large**. ### Common errors and solutions ProblemLikely causeSolution **File too large when attaching** Size above the channel limit (e.g. video > 16 MB on WhatsApp) Compress the file or host it on an external link (Google Drive, WeTransfer) and send the link **File type not supported** Format not on the channel's list (e.g. iPhone HEIC) Convert to JPG/PNG (image) or MP4 (video) before sending **Media library item appears disabled** Format the conversation doesn't accept for sending (e.g. WEBP on WhatsApp) or audio Hover over the item to see the reason and use a file in an accepted format **Recorded audio fails to send** Microphone permission blocked in the browser Allow the microphone in your browser settings for the Nuvia domain **Document delivered but won't open for the contact** Corrupted file or unusual format Open the file locally to check it; convert to PDF if possible **Send fails in a conversation idle for more than 24 hours** 24-hour window closed, only HSM works Use an HSM template with media (approved by Meta with media in the header) or wait for the contact to reply **Video shows only as a thumbnail and won't play** Codec not compatible with the contact's WhatsApp Re-encode as MP4 with H.264 (video) and AAC (audio) **Image quality drops after sending** WhatsApp compresses images automatically To keep the original quality, send the image as a **document** instead of an image **Audio blocked on LinkedIn** LinkedIn doesn't support audio through Conversations Send text, an image, a PDF or a video; for audio, use WhatsApp **The download option doesn't appear in the arrow menu** The file isn't available yet (media being sent, or LinkedIn media still loading) Wait for the media to finish arriving; the option appears as soon as the file is available **“Couldn't download directly. We opened the file in a new tab.” appeared** Nuvia couldn't save the file (expired link or network instability) Save it through the browser in the tab that opened. If the file doesn't load there either, reload the conversation and try downloading again **I can't find the Download image button on top of the photo** The button moved from the bubble into the full-screen view Click the image to open it in full screen and use **Download image**, or use the arrow menu right on the bubble ## Frequently asked questions ## Frequently asked questions **Can I send several media files at once in the same message?** You can select up to 5 files at once, from your computer or the Media library. Each attachment reaches the contact as a separate message in the history. **Do I need to upload a file that's already in the Media library again?** No. From + or /, choose Photos and videos or Attach document and click Choose from media library. The same goes for quick replies, template headers and the Google Calendar reminder. **Does sent media count against my plan?** Yes. Each message with media counts against your plan as a regular message, just like a text message. **Can I send media outside the 24-hour window?** On WhatsApp, not directly; outside the window, only with an HSM template. There are HSM templates with media (image, video or document in the header) that reopen the conversation with media. LinkedIn has no window, so sending is always allowed. **How do I send photos from my phone?** Open Nuvia in your phone's browser, open the conversation and click Attach; the browser opens the phone's photo picker. Alternatively, send the photo to yourself on WhatsApp and download it on your computer. **How do I save audio from the conversation to my computer?** Hover over the audio, click the arrow that appears next to the player and choose **Download audio**. It works for audio received from the contact, recorded by you or sent by the AI agent. The file is saved with the date and time in its name (for example audio-2026-09-08_15-30.ogg), in the audio's original format. **How do I save a video from the conversation?** From the arrow menu: hover over the video, click the arrow at the top of the bubble and choose **Download video**. That's the only way — the video player has no download button of its own. **Is there a limit on audio length?** The limit is by size (16 MB on WhatsApp), not by length. Under normal conditions, this allows audio of up to about 10–15 minutes. For long conversations, consider scheduling a meeting instead. **Is sent media stored in Nuvia?** Yes. The full conversation history, including files, is kept and can be checked at any time by opening the conversation. **Can I download media the contact sent me?** Yes, always in the original format, and the path is the same for everything: the **arrow menu** at the top of the bubble (**Download audio**, **Download image**, **Download file** or **Download video**). Images and documents also have their own shortcuts: images have **Download image** inside the full-screen view, and the document card has a download button. The card shows the file's real name (e.g. “Proposta comercial.pdf”), on both WhatsApp and LinkedIn, and the file is saved with that same name no matter where you click. A generic name only appears when the sender doesn't include a file name — in that case the extension still matches the file's actual type. **Do videos sent from the Inbox show up as native video in the contact's WhatsApp?** Yes, as long as the file is MP4 with the H.264 codec. Other formats may show up as a video document (they need to be downloaded to watch). **Can I send files in LinkedIn conversations?** Yes. Images, videos, PDFs and documents are accepted, with a limit of 15 MB per file. Audio isn't supported yet; if you try, you'll see the warning “Audio not supported on LinkedIn yet. Send text, an image, a PDF or a video.” **Do files the contact sends on LinkedIn show up in the Inbox?** Yes. The file is downloaded automatically and becomes available in the conversation history and in the Files section of the side panel. In some cases, the video or audio arrives seconds or minutes after the message; during that time you'll see “Loading media…”, and the message updates on its own when the file arrives. **Why did “Media unavailable” appear on a message?** This happens when a LinkedIn video or audio didn't become available even after Nuvia tried to download it for about 1 hour. The message was received, but the file couldn't be retrieved. Ask the contact to send it again if needed. [PreviousHow to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) [NextHow to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) Was this article helpful? ## Related articles - [How to use variables in WhatsApp templates in Nuvia](https://nuvia.ai/en/docs/artigos/15353096-how-to-use-variables-in-whatsapp-templates) - [How to track send failures (in the conversation and in the campaign)](https://nuvia.ai/en/docs/artigos/15518011-how-to-track-send-failures-in-conversation-and-campaign) [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) 1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) 2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) 3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) 4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) 5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox) 6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) 7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations) 8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) 9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox) ## Still need help? Customers reach support through the chat inside the platform. Not a customer yet? Talk to our team. [Talk to support in the platform](https://app.nuvia.ai) [I'm not a customer yet](https://nuvia.ai/en/contact) --- Source: https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox