Media
By Conversa Labs
By Conversa Labs
Media library, folders, trash, storage meter and reusing files across any channel.
Media Library overview
Overview The Media Library is your ConversaLabs account's central file repository. In a single place you store, organize and reuse images, videos, audio and documents — without depending on folders on your computer or re-sending the same file over and over. The library is account-global: whatever is in it is available to the whole team and to every enabled channel. It brings together both the files you upload manually and the ones the platform captures automatically from conversations, the CRM, tasks and the catalog, organizing everything into folders. From there, any saved file can be re-sent to any channel without a new upload, reusing the file that already exists on the platform. Prerequisites - An active ConversaLabs account and a user with access. - The Media Library module enabled for your account (optional, flag-controlled). If you don't see the library in the navigation, talk to an administrator. - Adequate permissions: agents can view, send, upload, move and archive files; destructive actions (permanently delete, empty the trash, delete folders) are limited to administrators. - The account's storage limit is set by the platform operator and cannot be raised by the account itself. Step by step 1. Open the Media Library from the side navigation. 2. Get to know the three main areas: the folder tree (left), the file grid (center) and the details panel for the selected item. 3. Upload a file or select an item that was already captured automatically. 4. Organize files into folders so you can find them easily later. 5. When replying to a conversation (or elsewhere on the platform), use the library picker to attach a file you've already saved, with no need to send it again. 6. Watch the storage meter to see how much space the account is using. Settings & options - Automatic capture: the platform can automatically save to the library the files that flow through conversations and other modules, organizing them by source. - Import/backfill: you can bring into the library files that already exist in past conversations, CRM, tasks and the catalog, reusing the same file (without duplicating it). - Folders: hierarchical and color-coded, they help you separate assets by channel, team, campaign or theme. - Trash: deleted items go to the trash before being removed for good, with automatic cleanup after a period set by the operator. - Storage: the limit (quota) is defined by the platform operator and shown in the meter. Use cases - Keep a single library of logos, PDF catalogs, price lists and videos ready to use. - Reuse an approved asset across multiple channels (WhatsApp, website, email) without re-sending. - Standardize your team's replies with official files, avoiding wrong or outdated versions. - Quickly recover a file a customer sent, already organized by source. Tips, limits & best practices - Organize with folders from the start — it's easier to keep tidy than to fix later. - Use clear folder names (by channel, campaign or customer) to speed up searching. - Keep an eye on the storage meter; as you approach the limit, archive or delete what you no longer use. - There is a maximum file size; very large files may be rejected on upload. - Remember the library is shared across the account: what you save is visible to the team. Troubleshooting - I don't see the Media Library: the module may not be enabled for your account or your role — talk to an administrator. - I can't delete a file or folder: destructive actions are limited to administrators. - My upload failed: check the file's size and format, and whether the account still has space in the storage meter. - I can't find a file: check the trash and use folder search; captured files are organized by their source. See also - Library: folders, trash and storage meter - Reuse saved files in any channel
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
Reuse saved files in any channel
Overview One of the main benefits of the Media Library is file reuse: once an item is saved in the library, you can re-send it to any channel (WhatsApp, website, email and others that are enabled) and use it in other modules without uploading it again. The platform reuses the same existing file — it doesn't create a new copy on every send. That makes sending faster, keeps things consistent (everyone uses the same version) and helps you control the account's storage space. Prerequisites - The Media Library module enabled and access to it. - At least one file already saved in the library (via manual upload or automatic capture). - The destination channel properly connected. Each channel has its own supported media formats and limits. Step by step 1. Open the conversation (or the module) where you want to attach the file. 2. In the reply bar, open the Media Library picker (the "Library" button). 3. Browse the folders or run a search and select the file you want. 4. Confirm to attach the file to the reply — with no new upload. 5. Review the attachment and send as usual through the channel. Settings & options - Reusable picker: the same library picker appears at several points across the platform, letting you attach a saved file consistently. - Reuse without copying: when you re-send, the platform uses the file that already exists instead of duplicating it. - Automatic capture: many files will already be available for reuse because the platform captures them automatically from conversations and other modules. - Where to reuse: besides conversations, reusing library files is available in places like the CRM and other compatible modules. In some flows the integration is still expanding — if you don't find the picker at a specific spot, attach the file the traditional way. Use cases - Send the same PDF catalog or price list to several customers across different channels. - Reuse an approved presentation video, always in its official version. - Attach a standardized logo or campaign asset in replies and in other modules. - Quickly forward a file received from a customer, already organized in the library. Tips, limits & best practices - Respect the formats and sizes accepted by each channel — a file valid in one channel may not be accepted in another. - Keep a folder of official files so the team always reuses the correct version. - Since reuse points to the same file, updating the original benefits future sends; items already sent in past conversations don't change retroactively. - Avoid re-sending the same asset excessively to the same contact — follow each channel's anti-spam and anti-ban best practices. Troubleshooting - I don't see the library button in the conversation: the module may not be enabled, or that spot doesn't support the picker — attach the file the traditional way or talk to an administrator. - The channel rejected the file: check the format and size accepted by that channel. - The file doesn't appear in the picker: confirm it isn't in the trash and use folder search. - The send failed: check the destination channel's connection and try again; if it persists, talk to an administrator. See also - Media Library overview - Library: folders, trash and storage meter