LiveAgent limits the size of a single file that can be attached to a message. The limit depends on the channel you send the file through, because each messaging platform enforces its own maximum. A file above the limit is refused with an error message when you attach it.
Attachment size limits per channel
- Email and tickets — 25 MB per file.
- Live chat — 20 MB per file, for both agents and visitors.
- WhatsApp — 100 MB for documents (PDF, Word, Excel, PowerPoint, plain text), 16 MB for audio and video, 5 MB for JPEG and PNG images, 500 KB for WebP stickers.
- Telegram — 50 MB per file.
- Instagram direct messages — 25 MB for video, audio and documents, 8 MB for images.
- X (Twitter) — 3 MB per file.
- Internal notes — 20 MB per file.
- Knowledge base articles — 20 MB per file.
- Files uploaded through the REST API — 20 MB per file, and 30 MB for call recordings.
Note: when a chat transcript or a forwarded message is sent by email, the recipient's email provider may reject it if the attachments are large. Most providers accept 20 MB to 25 MB per message.