Library: folders, trash and storage meter

Overview

This article shows how to keep the Media Library organized day to day: creating and using folders, working with the trash (delete, restore and permanently remove) and tracking how much space the account uses with the storage meter.

Folders give structure to your library; the trash protects you from accidental deletions; and the meter helps you control the account's storage quota before it hits the limit.

Prerequisites

• The Media Library module enabled and access to it.
• To permanently delete, empty the trash or delete folders: an administrator role. Agents can create folders, move, archive and send files to the trash, but not remove them for good.
• The account's storage quota is set by the platform operator.

Step by step

Folders

1. In the Media Library, find the folder tree on the left.
2. Create a new folder and give it a clear name (for example, by channel, campaign or customer).
3. Create subfolders inside another folder to organize in levels when needed.
4. Move files into the desired folder by selecting the item and choosing the destination folder.
5. Use folder search and tree expansion to navigate large libraries quickly.

Trash

1. To delete a file, send it to the trash — it leaves the main grid but doesn't disappear right away.
2. To recover it, open the trash and restore the item back to its folder.
3. To remove it for good, use permanently delete (an administrator action).
4. Items in the trash are cleaned up automatically after a period set by the operator.

Storage meter

1. Watch the meter to see how much of the account's quota is already in use.
2. As you approach the limit, archive or delete files you no longer need.
3. Remember: emptying the trash is what actually frees up space.

Settings & options

• Folder hierarchy: folders can have several levels; there is a maximum depth limit.
• Folders by source: automatic capture organizes files into folders by source (conversation, CRM, tasks, catalog). You can rename those folders to match your operation.
• Trash retention: the time until automatic cleanup is set by the platform operator.
• Storage quota: the total limit is defined by the operator and shown in the meter; the account cannot raise that limit on its own.

Use cases

• Separate assets by channel (e.g., WhatsApp, website) or by campaign to find everything fast.
• Keep a folder of official files (logos, catalogs, price lists) always up to date.
• Recover a mistakenly deleted file from the trash without losing work.
• Run a periodic cleanup guided by the meter to free up space.

Tips, limits & best practices

• Standardize folder naming so the whole team follows the same convention.
• Before permanently deleting, confirm the file isn't in use in conversations or campaigns.
• Avoid creating too much depth of subfolders: very long structures make navigation harder.
• Check the meter regularly — it's easier to prevent than to fix at the limit.
• Deleting a file sends it to the trash; only permanent removal (or automatic cleanup) frees the quota.

Troubleshooting

• I can't permanently delete / empty the trash: those actions are limited to administrators.
• Space didn't go down after deleting: the file is probably still in the trash — permanently remove it or wait for automatic cleanup.
• I can't find a folder: use folder search and check whether it's nested inside another (subfolder).
• I'm near the storage limit: archive/delete what you don't use and empty the trash; if you need more space, contact the platform operator.

See also

• Media Library overview
• Reuse saved files in any channel