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 Conversa Labs 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 Conversa Labs 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. When deleting a folder you created, choose either delete the folder only (media and subfolders are preserved in the parent folder) or delete with all contents (the tree and its media move to Trash together). In Trash, you can restore everything or review the impact and permanently delete it. Automatic system folders cannot be deleted because they remain connected to the source that captures the media. When that source is permanently deleted (for example, a conversation, task, or deal), the automatic folder leaves the main tree and moves to Trash with media used only by that source. Media still used by another module is preserved under Uncategorized. Closing, resolving, archiving, or unpublishing a source does not remove its folder. 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, review the preview: it shows aliases, affected references, and the bytes storage will attempt to release. The media stops opening in conversations and other modules, but their records and text remain available with a Media unavailable notice. - 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. If the same blob is protected by another account, the preview separates those protected bytes: your account stops being charged after its aliases are removed, but the physical file remains while the other account still needs it. - 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
Source type: which kind of chat each file came from
Overview Every file captured automatically by the Media Library now records which kind of chat it came from: status, group, community, channel or direct chat. That information shows up on the file's detail panel and becomes a filter in the Library. Before this, every captured file simply said "Captured from a conversation" — a status photo and a photo a customer deliberately sent you looked exactly the same. The volume explains why it matters: in one real account we analyzed, 355 of 577 files (61.5%) came from status. Most of the library was material nobody sent to your team. With the source type recorded, one click separates real conversation content from passing posts. Prerequisites - The Media Library module enabled and access to it. - Nothing to configure: the classification is automatic on every new capture. - Files captured before this change only show the information after the platform operator runs the retroactive fill. Until then, they stay without the field. Step by step See a file's source 1. Open the Media Library. 2. Click a file to open its detail panel. 3. Find the Source type row. It shows one of five values: Status, Group, Community, Channel or Direct chat. 4. On the same panel, the Connection field tells you which connection the file came from (WhatsApp, Instagram, Facebook and so on). Filter by source type 1. On the Library page, open the Filters popover. 2. Choose the Source type selector. 3. Pick the value you want — the grid then shows only files from that source. 4. The same selector is available in the media picker used by other modules, so you can filter right when choosing a file to send. Settings & options The five possible values: | Source type | When it appears | |---|---| | Status | Status posts and stories — including Instagram and Facebook stories. | | Group | Group conversations. | | Community | Conversations tied to a community. | | Channel | Broadcast channels. | | Direct chat | One-to-one conversation. It is also the value used when the connection emits none of these signals — email, API and the website widget, for example. | Two important reading rules: - Direct chat is the floor, not a guess. When the connection reports nothing about the kind of chat, the file is recorded as a direct chat because that is what it is: a one-to-one conversation. - Absence means unknown. Files with no conversation at all — a manual upload, an ad creative — simply do not show the Source type row. The platform never invents an origin. Nothing moves: folders and your existing organization stay exactly as they are. Source type is extra information about the file, not a reorganization of your library. Use cases - Quickly find the photo a customer deliberately sent, without wading through dozens of statuses. - Run a deliberate cleanup: review status material in bulk before archiving or deleting it. - Separate what came from groups and communities when putting together internal reference material. - In the media picker, filter by Direct chat to reuse only support-conversation files. - Understand what your library is actually made of before discussing storage quota with the operator. Tips, limits & best practices - Status is usually the largest slice of the library — it's the first filter to check when the Library feels too full. - An Instagram or Facebook story is filed as Status. To know which network it came from, look at the Connection field, not the source type. - Direct chat doesn't mean "WhatsApp": email, API and the widget also land on that value. - A file without the Source type row is not an error — it's a file that never had a conversation. - Combine the source filter with folders: the source says where it came from; the folder says where you filed it. Troubleshooting - The file doesn't show a "Source type" row: either it was captured before this change (wait for the operator's retroactive fill), or it has no conversation attached — such as a manual upload. - Almost everything shows as "Direct chat": that's expected when the account's connections emit no status, group, community or channel signal, such as email, API and the website widget. - An Instagram story shows as "Status": that's the correct behavior. Use the Connection field to identify the source network. - The filter didn't return files I expected: files with no source type don't belong to any of the five values, so they don't appear when you filter by one of them. See also - Media Library overview - Library: folders, trash and storage meter
Automatic capture and media import
Overview The Media Library is fed in two complementary ways, and both reuse the same file that already exists on the platform — nothing is copied and no extra storage is consumed: - Automatic capture: silently saves the new media that comes in (or goes out) on conversations, as it happens. You don't have to do anything — the file lands in the library already organized. - Import / backfill: brings into the library the media that already exists in older conversations, in the CRM, in tasks and in the catalog. It's the "sweep of the past": it populates the library in one pass with everything the account has accumulated. In short: capture handles what's new, import handles what already exists. Both point to the same original file, so nothing is re-downloaded and storage does not grow because of them. Prerequisites - The Media Library module enabled for your account (an optional, flag-controlled feature). If you can't find the Library in the navigation, talk to an administrator. - Reading the capture, import and retention settings is allowed for agents. - Changing those settings and triggering the import (a heavy operation) are restricted to administrators. - The account's storage limit is set by the platform operator. Step by step Automatic capture 1. By default, capture is on for every connection: any new media from conversations is saved to the library automatically, with no manual selection. 2. If you prefer finer control, an administrator can turn off the global capture and pick specific inboxes (opt-in per inbox): only the selected connections will then capture. 3. Captured files are organized into folders by source, following the inbox → contact → conversation hierarchy, so you can find them by context. 4. Capture is deduplicated: the same file (same content) is not saved twice — if the message is re-sent or reprocessed, the library ignores the repeat. Import / backfill 1. On an account that has been in use for a while, an administrator can trigger the import of older media with a single click (an administrator action) to populate the library in one pass. 2. The import sweeps the media that already exists in conversations, CRM, tasks and catalog and registers it in the library, reusing the original file (no new upload, no extra storage). 3. The operation is idempotent: running it again does not duplicate anything — items already present are simply skipped. 4. Beyond the one-time import, there is an incremental sweep that runs periodically and looks at only the new items since the last pass, keeping the library up to date cheaply. Settings & options - Capture for all connections vs. inbox list: on for everything by default; an administrator can turn it off and define the list of inboxes that should capture (opt-in per inbox). - Automatic trash cleanup (auto_purge_trash_days): items in the trash are permanently removed after a configurable period — default of 30 days. Cleanup uses the same durable flow as a manual deletion: it completes only after storage confirms and preserves history with placeholders. If the same file still has an active alias or one inside its own retention window, cleanup defers that blob instead of deleting the alias early. - One-time retroactive reorganization: on the first sweep, older files that were sitting loose are re-filed into the new folder hierarchy exactly once, without repeating the process afterwards. Use cases - An operation that wants every customer file saved automatically, without relying on the team to remember to store each piece of media. - An old, history-heavy account that needs to populate the library all at once with everything that has flowed through conversations, CRM, tasks and catalog. - Restricting capture to the official connections only (opt-in per inbox), leaving test inboxes out. Tips, limits & best practices - Capture runs off the critical path (asynchronously): it does not delay sending or receiving messages; the file appears in the library right afterwards. - The storage quota is set by the platform operator — keep an eye on the meter and archive what you no longer use. - A full import of a large account is heavy; prefer to trigger it at a quiet time so it doesn't compete with peak support hours. - Since capture and import reuse the same file, it's normal for storage not to grow when you reuse media that was already on the account. Troubleshooting - Capture isn't showing up: confirm whether global capture is on or whether that inbox is in the opt-in list; connections outside the selection don't capture. - The import took a while: it is asynchronous and runs in the background — on large accounts it takes a few minutes; items appear in the library gradually. - Storage didn't grow after importing: that's expected — the import reuses the original file, so there's no duplication and no storage increase. - I ran the import twice: that's fine — the operation is idempotent and does not duplicate items already imported. See also - Media Library overview - Library: folders, trash and the storage meter
Upload, search and manage files in the library
Overview This article covers the daily flow of the Media Library: getting files into it and finding them later. It is the practical companion to organizing with folders — here the focus is uploading, searching and bulk actions, rather than the folder structure itself. In practice you do three things: upload new files (manually, or by reusing what was captured automatically), find what you need with search and filters, and organize in bulk several items at once (move, archive, restore). Prerequisites - The Media Library module enabled and access to it. - Agents can upload, move and archive files. Deleting for good (emptying the trash) is an administrator action. - File size limit: 100 MB per file. Files above that limit are rejected on upload. This cap is set by the platform operator. Step by step Upload files 1. In the Media Library, open the upload dialog. 2. Drag and drop files onto the drop area, or click to select them from your computer (several at once). 3. The platform detects the type automatically — image, audio, video or document — and applies refinements when they apply (GIF, sticker, voice note, recording). 4. Choose the destination (folder) and the connection (inbox) the file should reference. 5. Review the preview of the items (image, video and audio open in the viewer) and confirm the upload. The platform derives the metadata (type, dimensions, duration, format) on the server. Find files 1. Use the search by name to quickly filter by the file's title. 2. Refine with the filters: - File type (image, audio, video, document). - Connection / inbox (which connection the file is associated with). - Source (how the file came in: uploaded, captured from a conversation, recording, imported). - Module (where the file is used: conversation, CRM, task, catalog). - Media kind (refinements such as GIF, sticker, voice note, recording). 3. Toggle between grid (cards) and list (rows) depending on how you like to view files. 4. Click an item to open the details panel on the right, with metadata and actions. 5. To see it full size, open the preview (lightbox) for images, videos and audio. Bulk actions 1. Select several files by checking them, or use select all matching the filter to act on the whole filtered set (across every page). 2. With the selection ready, do it in a single action: - Move to a folder (leaving it blank moves to the library root). - Archive (send to the trash). - Restore (bring back from the trash) the archived items. 3. The platform applies the action to all selected items at once — no need to repeat item by item. Settings & options - Sorting: order by name (A–Z), size (largest first), oldest or newest (default). - Grid vs list: the same media area in two formats — cards for a visual scan, rows for fast scanning. - Persistent filter: search and filters apply to the grid and to the count, and "select all matching" respects exactly what is filtered. - Reused panel and picker: the same details panel and file picker appear elsewhere on the platform, keeping the experience consistent when attaching a saved file. Use cases - Quickly locate a file a customer sent, filtering by the "captured from conversation" source. - Bulk-move an entire campaign's files into a single folder with one action. - Review a video in the preview before re-sending it to a contact. - Bulk-archive old materials from a connection to declutter the grid without deleting right away. Tips, limits & best practices - Name files well on upload: clear names make the search by name far more effective. - When re-sending, respect the formats and sizes each channel accepts — a file valid here may not be accepted by a specific channel. - "Select all matching" acts on every page of the current filter, not just the visible items — check the filter before applying a bulk action. - Prefer archive (trash) over deleting for good when unsure: you can restore it later. Troubleshooting - The upload failed: check the size (max 100 MB per file), the accepted format, and whether the account still has space in the storage meter. - The file doesn't appear: make sure it's not in the trash and review the active filters (a search term or a type/source filter may be hiding the item). - The preview won't open: only image, video and audio open in the viewer; documents only show the icon — use download to view them. - The bulk action didn't catch everything: confirm you used select all matching the filter; manual selection acts only on the checked items (up to a limit per request). See also - Media Library overview - Library: folders, trash and storage meter - Reuse saved files in any channel