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Customers can keep documents such as PDFs, Word files, and spreadsheets in My Docs & Media, alongside their images and videos. Documents are private: they don’t get a public link, and they can only be opened by the customer or by agents connected to their account.

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Supported files

Each document can be up to 50 MB. Documents count toward the same storage limit as images and videos. See Docs & Media library.

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Upload a document

  1. In the customer portal, open My Docs & Media.
  2. Open the folder you want to use, or stay in Home.
  3. Select Upload and choose the file.
To see only documents, select Docs. The Docs filter selected in My Docs & Media, with the Home folder link and New folder button

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Download a document

Select Download on the document. The download link only works for a few minutes, so it can’t be shared with other people.

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Organize with folders

  • Create a folder: select New folder, type a name, and confirm. Folders can sit inside other folders, up to 10 levels deep.
  • Move between folders: open a folder to go into it. Select Home to return to the top level.
  • Move a document: select Move to… on the document and choose the folder.
  • Rename, move, or delete a folder: use the folder’s menu.
Deleting a folder also deletes every document inside it. This can’t be undone.
To delete a single document, select Delete on it and confirm.

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Use documents with AI agents

Agents connected to the customer’s account can list documents, open them, create folders, and save text — for example, a summary written at the end of a call. The saved file appears in the customer’s library straight away. For tool names and settings, see MCP media tools.