Media library
The library of files you use in flows and conversations. Uploading, folders, filters, bulk actions in selection mode, and storage usage.
Last updated: September 30, 2026
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The library of files you use in flows and conversations. Uploading, folders, filters, bulk actions in selection mode, and storage usage.
Last updated: September 30, 2026
You don't have to pick a file from your computer every time you add an image to an automation step. Media is the account's file library: upload an image, video, audio file or PDF once and pick it in flows and conversations without typing an address. This guide covers every part of the screen — from the upload area to folders, filters and bulk actions.
⚠️ The Media section belongs to the account and appears only if the media library is enabled on your plan. Also, if the Media section is closed to your role in the portfolio's access policy, it doesn't appear in the menu and typing the address won't open it; see Conversation assignment rules.
In this article you will find:
The screen's description sums it up: "The files you use in flows and conversations. Images are resized and converted to the format the channels accept."
That second sentence saves you work: images you upload are compressed and resized and converted to the format Instagram wants (JPEG/PNG). You can upload an 8-megabyte photo straight off your phone.
The types you can upload:
⚠️ WebP and GIF are not on the list. The reason is on Meta's side: those formats cannot be sent as an image message. If you have a WebP image, convert it to JPEG or PNG before uploading.
An upload area sits at the top of the screen. You add files two ways:
Drag and drop. Drag files from your computer onto the area. It reads "Drag files here".
By picking files. Click Choose file, pick from your computer, then press Upload.
While uploading, an "Uploading…" label shows. If you are inside a folder, the area says so: "Will be uploaded to the … folder." That way you know where the file is going before it goes.
The hint underneath reminds you of the accepted types. If you picked one that isn't accepted, the panel names it: "…: this file cannot be uploaded here."
If an upload fails, a "File could not be uploaded." notice appears. The most common causes: an unsupported type, a file that is too large, or a full storage quota.
Upload permission belongs to Owner, Admin, Editor and Agent; Viewers can only look.
The screen shows Storage used: the space you occupy and your limit (for example 240 MB / 1,000 MB), or 240 MB (unlimited).
That limit comes from your plan and is the total across all your portfolios, not per account. If you are nearing it there are two routes: delete unused files, or upgrade the plan. For all your limits see Plan and invoices.
A Search files field and two filters sit at the top.
Search. Filters by file name; the list narrows as you type.
Type. A dropdown with All types, Image, Video, Audio and Document. If you are only looking for images, this is the fastest way to narrow the list.
Automation. A dropdown with All automations and the names of the automations in your account. Pick one and only the files used in that automation are listed.
The second filter solves a practical question: "if I delete this file, which flow breaks?" Filtering by automation shows you all the files one flow uses in one place.
Filters are validated on the server. If a deleted folder or automation is left in the address bar, the list falls back to the root folder rather than erroring.
If nothing matches, it reads "No files match this filter."
The library works like a file manager: you create folders, go into them and come back out.
Creating a folder. Click New folder, type the name into Folder name and press Create. If a folder with that name exists, the panel says "A folder with this name already exists."
Going in and back out. Tap a folder to enter it; the Back button takes you out. At the top there are also All and No folder views: All shows every file, No folder shows those not in any folder.
Renaming. The folder's Rename action changes its name.
Deleting. The Delete folder action removes it. When asking for confirmation the panel also says what happens to the contents: for an empty folder it just asks about the name, and for one with files it says "Delete the folder …? The n files inside are not deleted, they become unfiled."
That sentence matters: deleting a folder does not delete files. They become unfiled and can be found in the No folder view. To really remove the files, select and delete them first.
Folders are single-level: there are no folders inside folders. That asks you to think about naming a little. An arrangement that works: folders by purpose (for example "Product photos", "Campaign visuals", "Catalogues") or by date ("2026 campaigns").
Each file appears as a card with its preview and name. Two extra pieces of information can show:
The card's File actions menu holds four actions:
Copy address. Copies the file's public address to the clipboard. On success it says "Copied"; if the browser refuses, "Address could not be copied." Useful if you need the file outside the panel (in an outbound request step, for example).
Open in a new tab. Opens the file in a new browser tab, for inspecting a large image or a PDF.
Rename. Changes the file's name. The name is only the display name in the library; links from flows don't break.
Delete. Deletes the file.
Instead of acting file by file, you can apply the same job to several.
The bulk actions:
Clear selection empties it, and End selection leaves selection mode.
On a bulk delete the panel asks for confirmation: "Delete n files? This cannot be undone." If some of the files you picked are used in automations, it warns as well: "Careful: n files are used in automations."
Take that warning seriously: deleting a file in use leaves that step with nothing. Before deleting, use the By automation filter to check which flows are affected.
Delete permission belongs to Owner, Admin and Editor; an Agent can upload but not delete.
The point of the library is to be used on other screens.
In a flow. When adding an image, video, audio file or document to a message step, you press the Library button. The picker that opens shows only files of that type and has its own search field and pagination. With no files of that type it says "No files of this type. You can upload one above."
In a conversation. When sending a file to a customer from the inbox, you use the same picker.
While the library is empty the screen says: "Upload your first file; you can then pick it in flows without typing an address."
Trying to upload WebP or GIF. Those formats cannot be sent as image messages on the channels; convert to JPEG or PNG.
Assuming deleting a folder deletes the files. It doesn't; they become unfiled.
Deleting a file in use without checking the flow. The card says "Used in n automations", and a bulk delete warns you too.
Taking the storage limit as per account. The limit is the total across all your portfolios.
Re-uploading the same file from your computer every time. Uploading once and picking from the library saves both space and time.
Looking for folders inside folders. Folders are single-level.
Taking a missing Media item in the menu for a bug. The section may be disabled on your plan or closed to your role.
For how files are used in flows see Flow steps, for whether the section is open to your role see Conversation assignment rules, and for your storage limit see Plan and invoices.
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