Media Library

The Media Library lets your agent answer with files, not just words. Upload an image, a voice recording, or a video, give it a name and a description, and your agent sends it when a visitor asks for something that matches — for example a product demo video when someone asks "can I see how it works?".

Media items ride along with your agent's normal answers. When a visitor's question is relevant to an item, the agent writes its reply as usual and the files arrive right after it — for example, a question like "how do I set this up, and does it work on Mac?" gets a written answer that ends with your setup walkthrough video. The name and description are never shown to the visitor and never change the wording of the answer; they only tell the agent when the media is relevant.

Your agent decides whether to send a file. Matching an item to the topic is only the first step: the agent then judges whether actually seeing the file helps answer the message. So a question your written content answers well may get a text-only reply even when a related item exists, and a question like "can I see it?" will get the file. This is why media does not appear on every message about a topic.

Media never takes the place of a written answer. Your agent still answers from your website, files, and Instant Answers exactly as it would without the Media Library, and relevant media is added on top.

To keep replies readable, a single answer carries at most two media items.

Media Library items work on the website widget, WhatsApp, Instagram direct messages, and Slack. On every channel the text always arrives first, then the media files.

Media is also delivered on store answers. When your agent answers an order or product question directly from your connected store, any media that matches the question still arrives with the reply.

If your agent has the built-in store enabled, it always writes its own answer instead of replying with the description word-for-word, and it attaches the matching media files after the reply. This keeps shopping conversations natural while your media still gets delivered.

Add a media item

How delivery works per channel

• Website widget: images and video play inline in the chat; audio gets a small player.
• WhatsApp: images are delivered as photos, audio as a playable voice note, and MP4 video as a video message. Animated GIFs are sent as a still image.
• Instagram: images, audio, and MP4 video arrive as separate direct messages after the text answer. Formats Instagram does not accept are converted automatically where possible. Public comment and mention replies are text only.
• Slack: images appear inline in the same conversation or thread as the reply. Audio and video arrive as clickable links, because Slack cannot play them inside a message.

Tips for reliable matching

• Name items the way visitors ask, not the way files are named internally. "Setup walkthrough" beats "final_v3.mp4".
• Keep one item per topic. Because a reply carries at most two items, several near-identical items will crowd each other out of the same answers.
• Describe the questions the media belongs to, not just what the file contains. "Shows where to find the serial number on the base of the unit" matches more real questions than "product photo".
• Say in the description when the file is worth showing, for example "send when someone asks what size to order". Your agent uses this to decide whether seeing the file helps, so it makes delivery noticeably more reliable.
• Use the edit action in the list to rename an item, refine its description, or temporarily disable it instead of deleting it. The attached files stay unchanged when you edit.

Troubleshooting

• The agent does not send the media: The visitor's wording may not match the name or description closely enough. Make the name more specific or extend the description with the words visitors actually use, then test again after a short moment.
• The agent answers correctly but never adds the media: Your agent judged that words already answered the message. Ask in a way that calls for the file ("can I see the size chart?") to confirm it works, then add a line to the description saying when the file should be sent.
• Media arrives less often than before: This is expected. Your agent now sends a file only when seeing it helps, instead of whenever an item looked related. Descriptions that say when to send the file give the most reliable results.
• Only some of the matching media arrives: A reply carries at most two items. Split broad items into focused ones so the right file wins the slot.
• A Slack image shows as a link instead of a picture: Slack fetches images over the internet, so this happens when your site is not publicly reachable (for example while testing locally). The link still opens the file.
• Nothing arrives on an Instagram comment or mention: Public replies on Instagram are text only. Media is delivered in direct messages.
• No media on a confirm or cancel tap: Tapping an order button is a direct instruction rather than a question, so those receipts are always text only.
• The agent mentions the media but the files do not arrive: If the item was disabled or deleted after the agent learned about it, the files are held back on purpose. Re-enable the item or wait a short moment for the agent to catch up with your latest changes.
• The agent attaches media to an unrelated answer: The item's description may be too broad, so it matches too many questions. Make the description more specific about when the media should be sent.
• The file is rejected at upload: Check that it is a supported format, is not empty, and is 10 MB or smaller. Video must be an MP4 file; other video formats are not accepted.
• A newly added item is not used immediately: It may still be preparing for matching. Wait a short moment and test again; do not add a duplicate while it is processing.
• The video does not arrive on WhatsApp or Instagram: Very large or unusually encoded MP4 files can be refused by the channel. Re-export the video as a standard MP4 (H.264 video with AAC audio) under 10 MB and upload it again.
• Audio arrives as a voice note on WhatsApp: This is expected. WhatsApp presents agent audio as a playable voice message.
• An animated GIF does not animate on WhatsApp: WhatsApp receives the first frame as a still image. Use an MP4 video when motion matters.
• Deleting or disabling fails: The item remains unchanged. Check your connection and try again.