Conversations FAQ

Answers to a few common questions about how Conversations behaves in specific situations.

What file types can I send or receive?

Attachments support PDF, Word documents (.docx, .doc), spreadsheets (.csv, .xlsx, .xls), plain text files, images (.jpg, .jpeg, .png, .gif, .svg), video (.mp4, .mpeg), and audio formats (.mp3, .wav, and similar), as well as .vcf contact cards and .pptx presentations.

Why does Gmail show a "delivery incomplete" error even though the message sent fine?

If you're using Gmail as a connected channel, you may occasionally see a "Delivery incomplete" notification from Gmail itself. This happens because the system uses a BCC address for logging purposes behind the scenes, and Gmail isn't able to confirm delivery to that internal logging address — even though the actual message to your contact went through successfully and is logged correctly in your conversation.

Why can't I message someone who commented on my Instagram post?

Instagram's platform rules only allow you to DM someone who has sent your page a direct message within the past 24 hours — a comment on a post doesn't open that messaging window by itself. If you want to respond to a comment, use an Instagram-specific "reply to comment" workflow action, which replies in the comment thread rather than trying to open a DM that isn't allowed.