File library
Store website files in folders so you can find and reuse them in conversations and configuration.
What it is
The File Library holds files you can reuse across your website. Folders, search and file-type filters help you find an existing document, image or sound instead of uploading it again.
Who uses it and why
- Users with the Settings role and File Library permission organise files and maintain their folders and team associations.
- Operators select existing files to attach to a conversation.
- Supervisors keep shared material organised for their teams.
Where to find it
With the Settings role and File Library permission, open Settings › General Settings › File Library. In a conversation, the file selector opens a window titled Insert files using File Library. Audio configuration can open Select Sound.
How it works
- Open a folder or use the breadcrumb trail to return to a parent folder.
- Use Search and the file-type filter to narrow the current list.
- Open New and choose New Folder or New File Upload.
- Drop files into the upload window, or click to select them. Choose Team/s and Folder, then save.
- Edit an existing file to change its Team/s or Folder. Its Name is read-only in this window. You can also drag a file into a folder in the list.
The list shows Name, Updated, Size and Is Public. File actions include downloading and Copy URL. In the conversation selector, choose the files to insert. INSIDE checks whether the selected file type is allowed for that conversation's channel.
Configure it
Give the relevant Settings users File Library permission. Create ordinary folders with names your team will recognise, upload the files, and choose their destination folders. Display names come from the uploaded filenames.
With no Team/s selected, a file is displayed without a team filter. With teams selected, ordinary operators see it when they belong to a selected team. Privileged administrative, manager and developer access can display all files.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Folder Name | Settings › General Settings › File Library › New Folder | Yes | Names a reusable file folder. |
| Team/s | Settings › General Settings › File Library › Add File | No | Limits display to selected team members for ordinary operators; privileged roles can see all files. |
| Folder | Settings › General Settings › File Library › Add File | No | Chooses where the file appears in the library. |
Permissions
| Permission | Lets you |
|---|---|
| File Library | Allows file and folder administration through the Settings role. |
Limits and good to know
- Folder names have a 60-character input limit.
- Document, Offer and My Videos are reserved folder names.
- Empty an ordinary folder before deleting it. System folders have restricted actions.
- Folders reserved for a particular file type reject files with unsuitable extensions.
- Uploading a file with the same filename as an existing file in the current location displays an error.
- Is Public reports the file's access information. Copying a URL does not change that access.
- Removing a library entry is not a way to recall an attachment already sent to a visitor.
Depends on and works with
+1 more · used by
- Media callbacks and embedded form resultsEnhances
Media-processing callbacks update videos stored in the File Library.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Delegated Settings permissions control library administration.
- TeamsConfigured by
File entries can be associated with website teams.
- Attachment file types and virus scanningConfigured by
Attachment policy controls which file types can be uploaded or selected for a conversation.
- Attachments in conversationsRelated
Operators can attach reusable library files through the conversation attachment controls.
- Telephone music and greetingsRelated
Voice audio settings can select reusable sounds from the File Library.
Used by
- Operator notification soundsConfigured by
Choose reusable audio files from the File Library when changing an event sound.
- Attachments in conversationsEnhances
Operators can select existing files from the File Library.
- Video Feed for visitorsRequires
Published video content and its metadata are supplied through the file library.
- IVR telephone menus and execution historyEnhances
Audio files can supply widget messages.
- Telephone music and greetingsEnhances
Audio files provide recorded music or messages.
- Company Shows with prerecorded videosRequires
Shows use videos from the file library.
- Attachment file types and virus scanningRelated
Library files must still satisfy attachment rules when selected for a conversation.
- Customer data deletion and recoveryEnhances
Deleted library files can be recovered with an approval status.
- Media callbacks and embedded form resultsEnhances
Media-processing callbacks update videos stored in the File Library.
FAQ and troubleshooting
Why can I select files but not manage them?
Using the conversation selector and administering the library are separate activities. Ask a user with the Settings role and Operators permission to check your Settings role, File Library permission and whether your Settings access is view-only.
Why can I not delete a folder?
It may contain files or be a protected system folder. Move or remove the files from an ordinary folder first.
Why can I not insert this file into a conversation?
Ask Powerfront to check the website's Attachments policy for that file extension and channel. A file being in the library does not make it valid for every channel.
Why does searching not find a file in another folder?
Search narrows the list currently displayed. Open the relevant folder and search there.