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What the media library is for

My Docs & Media is one place for a customer’s images, videos, and documents. Files can be kept in folders, and connected AI agents can use them. Use it when a customer wants to:
  • Store brand images, logos, or product photos for social posts
  • Keep PDFs, reports, or reference documents that an agent can look up
  • Build a reusable set of marketing images and videos
  • Let an AI agent save call summaries or notes as documents
My Docs & Media with the All, Images, Videos, and Docs filters, the Home folder link, and the New folder button

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Before you start

Before a customer can use Docs & Media:
  1. Turn on Docs & Media in that customer’s Features & Add-ons.
  2. Make sure the customer has an active portal account.
If Docs & Media isn’t turned on, the customer sees a message asking them to contact their provider. See Features, add-ons, and menu visibility for where to find the switch.

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Storage limits

Each partner account has a storage pool, and each customer has an individual limit set by the partner. When a customer reaches their own limit, new uploads are refused. When the partner pool is full, uploads are blocked for all customers until space is freed. To change a customer’s limit, go to Customers → Manage → Features & Add-ons → Allocated Storage (MB).

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Upload files

  1. In the customer portal, open My Docs & Media.
  2. Open the folder you want, or stay in Home.
  3. Select Upload and choose a file.
Images and videos get a permanent link that can be used in agent prompts, social posts, and anywhere else that accepts a link. Documents stay private — see Documents and folders.

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Find and manage files

  • Use All, Images, Videos, or Docs to show one kind of file.
  • Use the search bar to find a file by name.
  • Select New folder to create a folder, and Home to go back to the top level.
  • Use Move to… on a file to put it in a different folder.
  • Select Delete on a file to remove it.
Deleting a file is permanent. The storage it used becomes available again.

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Use files with AI agents

Image and video links don’t expire, so you can paste them straight into an agent prompt or social post. Agents that are connected to the customer’s account can also list files, bring in images from a web link, fetch documents, and save notes as new documents. See MCP media tools for the technical reference.