# File library

Store website files in folders so you can find and reuse them in conversations and configuration.

*Release 3.3 · admin, operator, supervisor*

**Settings › General Settings › File Library** · **Conversation › Insert files using File Library**

## 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

1. Open a folder or use the breadcrumb trail to return to a parent folder.
2. Use **Search** and the file-type filter to narrow the current list.
3. Open **New** and choose **New Folder** or **New File Upload**.
4. Drop files into the upload window, or click to select them. Choose **Team/s** and **Folder**, then save.
5. 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

### This feature uses

- **Configured in** [Roles and permissions](ADM-008.md): Delegated Settings permissions control library administration.
- **Configured in** [Teams](ADM-013.md): File entries can be associated with website teams.
- **Configured in** [Attachment file types and virus scanning](ADM-018.md): Attachment policy controls which file types can be uploaded or selected for a conversation.
- **Related** [Attachments in conversations](CHAT-018.md): Operators can attach reusable library files through the conversation attachment controls.
- **Related** [Telephone music and greetings](RTC-012.md): Voice audio settings can select reusable sounds from the File Library.

### Used by

- **Required by** [Video Feed for visitors](VX-025.md): Published video content and its metadata are supplied through the file library.
- **Required by** [Company Shows with prerecorded videos](RTC-029.md): Shows use videos from the file library.
- **Configures** [Operator notification sounds](CON-020.md): Choose reusable audio files from the File Library when changing an event sound.
- **Enhances** [Attachments in conversations](CHAT-018.md): Operators can select existing files from the File Library.
- **Enhances** [IVR telephone menus and execution history](RTC-011.md): Audio files can supply widget messages.
- **Enhances** [Telephone music and greetings](RTC-012.md): Audio files provide recorded music or messages.
- **Enhances** [Customer data deletion and recovery](SEC-019.md): Deleted library files can be recovered with an approval status.
- **Enhances** [Media callbacks and embedded form results](EXT-021.md): Media-processing callbacks update videos stored in the File Library.
- **Related** [Attachment file types and virus scanning](ADM-018.md): Library files must still satisfy attachment rules when selected for a conversation.

## 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.