## Overview

This article shows how to keep the **Media Library** organized day to day: creating and using
**folders**, working with the **trash** (delete, restore and permanently remove) and tracking how much
space the account uses with the **storage meter**.

Folders give structure to your library; the trash protects you from accidental deletions; and the meter
helps you control the account's storage quota before it hits the limit.

## Prerequisites

- The **Media Library** module enabled and access to it.
- To **permanently delete, empty the trash or delete folders**: an **administrator** role. Agents can
  create folders, move, archive and send files to the trash, but not remove them for good.
- The account's **storage quota** is set by the platform operator.

## Step by step

### Folders

1. In the **Media Library**, find the folder tree on the left.
2. Create a new folder and give it a clear name (for example, by channel, campaign or customer).
3. Create **subfolders** inside another folder to organize in levels when needed.
4. **Move** files into the desired folder by selecting the item and choosing the destination folder.
5. Use **folder search** and tree expansion to navigate large libraries quickly.
6. Use **Collapse folders panel** to give files more room and **Expand folders panel** to reopen it.
   Expanded branches are preserved. On smaller screens, selecting a folder closes the panel;
   **Esc** also closes it and returns focus to the opening button.

When deleting a folder you created, choose either **delete the folder only** (media and subfolders are
preserved in the parent folder) or **delete with all contents** (the tree and its media move to Trash
together). In Trash, you can restore everything or review the impact and permanently delete it.
Automatic system folders cannot be deleted because they remain connected to the source that captures
the media. When that source is **permanently deleted** (for example, a conversation, task, or deal),
the automatic folder leaves the main tree and moves to Trash with media used only by that source. Media
still used by another module is preserved under **Uncategorized**. Closing, resolving, archiving, or
unpublishing a source does not remove its folder.

### Trash

1. To delete a file, send it to the **trash** — it leaves the main grid but doesn't disappear right
   away.
2. To recover it, open the trash and **restore** the item back to its folder.
3. To remove it for good, use **permanently delete** (an administrator action).
4. Items in the trash are **cleaned up automatically** after a period set by the operator.

### Storage meter

1. Watch the **meter** to see how much of the account's quota is already in use. Click **Storage** to
   expand or collapse the per-connection breakdown. Names fit within the panel width.
2. As you approach the limit, **archive or delete** files you no longer need.
3. Remember: emptying the trash is what actually **frees up space**.

## Settings & options

- **Media types**: Images separates regular images from GIFs and Stickers. Recordings includes call
  recordings and voice messages; Audio includes other audio files. Use Documents for other files.
  Types work in both the library and picker, combined with search, connection, source, module,
  origin type and sorting. Changing the query clears the previous selection.

- **Folder hierarchy**: folders can have several levels; there is a maximum depth limit.
- **Folders by source**: automatic capture organizes files into folders by source (conversation, CRM,
  tasks, catalog). You can rename those folders to match your operation.
- **Trash retention**: the time until automatic cleanup is set by the platform operator.
- **Storage quota**: the total limit is defined by the operator and shown in the meter; the account
  cannot raise that limit on its own.

## Use cases

- Separate assets by **channel** (e.g., WhatsApp, website) or by **campaign** to find everything fast.
- Keep a folder of **official files** (logos, catalogs, price lists) always up to date.
- Recover a mistakenly deleted file from the **trash** without losing work.
- Run a periodic **cleanup** guided by the meter to free up space.

## Tips, limits & best practices

- Standardize **folder naming** so the whole team follows the same convention.
- Before permanently deleting, review the preview: it shows aliases, affected references, and the bytes
  storage will attempt to release. The media stops opening in conversations and other modules, but their
  records and text remain available with a **Media unavailable** notice.
- Avoid creating **too much depth** of subfolders: very long structures make navigation harder.
- Check the meter **regularly** — it's easier to prevent than to fix at the limit.
- Deleting a file sends it to the trash; only permanent removal (or automatic cleanup) frees the quota.

## Troubleshooting

- **I can't permanently delete / empty the trash**: those actions are limited to administrators.
- **Space didn't go down after deleting**: the file is probably still in the trash — permanently remove
  it or wait for automatic cleanup. If the same blob is protected by another account, the preview separates
  those protected bytes: your account stops being charged after its aliases are removed, but the physical
  file remains while the other account still needs it.
- **I can't find a folder**: use folder search and check whether it's nested inside another (subfolder).
- **I'm near the storage limit**: archive/delete what you don't use and empty the trash; if you need
  more space, contact the platform operator.

## See also

- [Media Library overview](/hc/ajuda/articles/media-overview-en)
- [Reuse saved files in any channel](/hc/ajuda/articles/media-reutilizar-em-qualquer-canal-en)