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Getting Started
Platform overview, login, profile, 2FA, interface tour, core concepts and onboarding with the Maestro Brain.
Inboxes & Channels
WhatsApp Web and Cloud, Coexistence, groups/communities Hub, templates/flows/calls, website, email, social, voice and API.
Conversations & Support
Conversation view, replies, notes, assignment, status, priority, labels, macros, canned responses, search, filters and SLA.
Contacts & CRM
Contacts, import, segments, attributes, companies, pipelines/kanban/deals and orders registry.
Catalog & Commerce
Native catalog, sync and WhatsApp Business Catalog, sending products/orders in the conversation and e-commerce lifecycle.
Payments
Connect a gateway (Asaas/Mercado Pago), create charges (PIX/boleto/card), subscriptions, discounts, paid scheduling and reports.
Calendar & Scheduling
Connect Google Calendar, event types, availability, public booking page, reschedule/cancel, Meet and .ics.
Tasks
Lists, board and calendar, subtasks, dependencies, recurrence, reminders, SLA, templates and the in-conversation panel.
Follow-ups & Cadences
Sequences, steps, channels, composition, enrollment (manual/automation/event/inactivity/AI), funnel, exit and human-in-the-loop AI.
Automation & Flows
Automation rules, macros, Flow Builder, smart routing, bots and Captain.
Maestro AI & Account Brain
What Maestro is, voice onboarding, generative copilot (propose→confirm→execute), departments, risk, insights and per-module tools.
Growth & Marketing Studio
Page/Form Builder, AI Studio, social publishing, Ads/CTWA/leadgen, launches, launch groups, social automation and Collaboration Network.
Contracts & E-signature
Issuing companies, A1 certificate, templates, variables, auto-fill, internal/external signing, public page and validator.
Sales & Gamification
Sales management, books of business, goals, goal-over-goal, gamification, leaderboard, rewards, commissions, wallboard and lead score.
Media
Media library, folders, trash, storage meter and reusing files across any channel.
Internal Chat
Channels, direct messages, announcements and sharing entities (conversations, contacts, deals) as cards.
Reports & Analytics
Overview, conversations, agents, teams, labels, inbox, CSAT, SLA and per-module reports.
Campaigns
Website campaigns, WhatsApp campaigns, HSM templates and variables.
Administration & Settings
Account, agents, teams, roles and governance (RBAC), business hours, labels, attributes, integrations, audit, whitelabel, scripts and notifications.
API & Developers
REST API, tokens, webhooks, Custom Scripts SDK and per-module events.
FAQ & Troubleshooting
Frequently asked questions, common errors (WhatsApp disconnected, pairing, failed payment), limits and anti-ban best practices.
Popular articles
What other people are reading right now.
Departments, risk analysis and insights
Overview The Account Brain organizes Maestro's work into departments — operational areas such as support, sales, risk, finance and knowledge. Each department runs periodic routines over the account's conversations and data and produces two main outputs: risk analysis (signals of problems or attention) and insights (opportunities and recommendations). Each department has an autonomy level. At conservative levels, it only observes and suggests (read-only). At levels with human approval, it proposes actions that wait for your confirmation before any execution. Nothing destructive or final happens automatically without that approval. Prerequisites - An account with Maestro and the Account Brain enabled. - Administrator permission to create/adjust departments and autonomy. - Recommended: complete the onboarding (which already provisions the basic departments) and feed the knowledge corpus for richer analysis. Step by step 1. Open the Account Brain and go to the Departments area. 2. Review the provisioned departments (or create/enable the ones that make sense). 3. Set the autonomy level of each one (for example, read-only or with approval). 4. Let the routines run: Maestro processes conversations periodically. 5. Follow the risk analysis and the insights feed generated by the departments. 6. When there are proposals that require approval, review and confirm (or decline) each one. Settings & options - Departments: areas such as support, sales, risk, finance and knowledge. - Autonomy per department: from the most conservative (observes and suggests) to the most autonomous (executes what was approved). Start conservative and evolve. - Human approval (HITL): proposals wait for your decision before being executed. - Insights and risk: panels that consolidate what Maestro found, with source references when applicable. In the risk panel, a conversation's score is shown only to those who can open that conversation; each person sees the risk of the conversations they have access to. What each insight shows Every card in the Insight stream answers three questions, in your language (Portuguese, English or Spanish, following your user's language): - Why this alert: the measured value and the limit of the alert, in one sentence — for example, Average first response time: 4 h 12 min — the alert starts at 4 h — and, right below it, the period it covers (Last 14 days). The period is shown only when the measurement has one: "Right now" for the current state, "Since the beginning" for cumulative indicators such as CSAT. What the card's own sentence already says is not repeated in the list of values. - Conversations behind this alert: the conversations that contribute to the insight, each with its reason (waiting 5 h for a first reply, high risk (82/100), customer rated it 2 out of 5) and an Open conversation button. The list is built on the spot from the account's current data and shows only the conversations you have access to — exactly the ones you are able to open. Each lookup examines up to 200 conversations of the alert; when it stops at that limit, the list says there may be others. When the alert states in how many conversations the case came up and the list shows fewer, it says how many you are looking at (Showing 1 of 4 conversations). - Suggested action: the next step, with a button that takes you to the right place — the conversation, the CRM pipeline, the charges, the knowledge base or the robot's configuration. A recurring question insight (and the article draft suggested for it) quotes what the customer wrote. That text is shown to administrators and to anyone who has access to at least one of the conversations where the question came up. Everyone else sees in how many conversations it appeared, without the quote. When the insight points at no conversation (the article draft), the text is shown only to administrators. Use See why and what to do to open these details. An insight that is still true is updated in the same card and moves back to the top of the list instead of becoming a repeated card. Every card shows when it was created and, when that is different, when it was last measured. From the notification to the conversation - The bell, the e-mail and the browser notification of an insight open that insight's card, already expanded — even when it is no longer on the first page. - When the insight points at a single conversation, the card's main action is Open conversation, at the top of the card. With the details open, that button is not repeated on that conversation's row. - The severity and department filters stay on screen when no insight matches the selection: the list says that nothing was found and offers Clear filters to see all of them again. While the list of a newly chosen filter is loading, Load more is disabled. - On re-engagement insights (for example, Demand without nurturing), each conversation in the list has a Prepare follow-up button for administrators and for access profiles with the Request reply suggestions permission (to see insights, the profile also needs Manage Account Brain). The button opens the conversation and places Maestro's suggested reply in the message field. Other roles see Open conversation. You review it, adjust it and press send — nothing is sent without you. If the field already holds your own text, the suggestion is shown in a notice with an Insert into the message field button, and your text is left untouched. - You are notified again about the same insight only when it gets worse (for example, from warning to critical). A new measurement at the same severity updates the card silently. - Notifications about recurring-question insights do not repeat the customer's question: they say in how many conversations it appeared, and the text stays on the card, for those who may see it. - Approval needed notifications name the department and say what is waiting for your decision. Use cases - Identify at-risk conversations (dissatisfaction, delays, churn) before they become problems. - Discover sales opportunities and next-action recommendations. - Distribute intelligence across areas, with the right level of automation for each one. - Standardize the operation with routines that run on their own and report what matters. Tips, limits & best practices - Start with conservative autonomy (read-only or with approval) and increase as trust grows. - The richer the knowledge corpus, the more accurate the risks and insights. - Departments may appear empty at first — they populate after the routines run. - Periodically review pending proposals so the queue doesn't pile up. Troubleshooting - Empty departments: confirm they are enabled and wait for the routines; check whether onboarding/ provisioning was applied. - No insights/risk: enrich the knowledge and confirm there are enough conversations to analyze. - Proposals don't execute: at approval levels, they depend on your confirmation — review the pending items. - Every conversation with the same risk score: the score is a weighted sum over six signals, and a signal the account cannot produce enters as zero — indistinguishable, from the account's point of view, from "measured, and it is fine". With no SLA policy and no sentiment enrichment, four of the six drop out, the two that remain saturate within hours, and every conversation older than that lands on the same score. The panel says so when it happens — how many signals carry data and how many subjects tied — and breaks the list's ties by waiting time. To get real ordering back: apply an SLA policy, use conversation priority, or fit the saturation windows to your operation's real pace. - The insight lists no conversations: some alerts are not about specific conversations (revenue, the CRM pipeline) and the card says so. In others the list is empty when no conversation you have access to contributes to the alert at that moment — someone with access to other inboxes may see conversations there. - The card says "recurring question in conversations you do not have access to": the question was asked in conversations of inboxes or teams your role cannot open, so the customer's text is not shown to you. An administrator sees the full question. - I do not see the "Prepare follow-up" button: Maestro's suggested reply is offered to administrators and to access profiles with Request reply suggestions. Ask an administrator to check your profile, or use Open conversation and write the message as usual. - I clicked the notification and the insight "is no longer available": the insight was removed, or it is flagged as sensitive and your role has no access to it. - "Maestro is not active in this conversation" when preparing a follow-up: the inbox of that conversation has no Maestro robot answering, so there is no suggested reply. Write the message as usual. - An older insight shows only its text: the card says Older alert, with no details. It was recorded before Maestro started sending its measurements; new alerts of the same kind already come with the explanation. See also - What is Maestro AI and the Account Brain - Voice onboarding and assisted setup - Maestro tools per module
📥 Inboxes & ChannelsWhatsApp Hub: groups, communities, channels and status
Overview WhatsApp Web feature. The Hub works from a number connected via WhatsApp Web (WazMeow, QR pairing). It does not rely on Meta's Cloud API. The WhatsApp Hub brings together, in one place, the WhatsApp features that go beyond 1:1 conversations: groups, communities, broadcast channels and status. From a connected number, you manage these formats directly in the platform — useful for operations that use WhatsApp not only for support, but also for content distribution and relationship at scale. The Hub is especially useful to create and organize groups with automatic rotation (launch cohorts), manage communities, publish to channels and follow status. Prerequisites - A connected WhatsApp number (WhatsApp Web/QR, depending on the feature). - A role with permission to manage the inbox. - The WhatsApp Hub may depend on specific activation/permission — if it doesn't appear, talk to whoever runs the operation. - The limits and capabilities of each format follow WhatsApp's own rules (e.g. maximum group size). Step by step 1. Open the WhatsApp Hub area from the connected number. 2. Choose the format you'll work with: Groups, Communities, Channels or Status. 3. For groups: create/manage groups and, if you wish, use automatic distribution — a smart link directs new contacts to the open group and creates the next one when the current fills up. 4. For communities: organize related groups under a single community. 5. For channels: publish broadcast messages to subscribers. 6. For status: publish and follow the number's status. Settings & options - Rotating groups (launch cohorts): set the capacity and let the platform open a new group automatically when the current one hits the limit, always pointing the link to the group with open spots. - Communities: group related groups by topic, event or cohort. - Badge in the conversation list: conversations of groups linked to a community (including the announcement group) show the Community badge in the conversation list; regular groups show Group and channels show Channel. The badge carries the community name (e.g. "Community · Promovaweb") and the side panel tells whether the conversation is the announcement group or a linked group. The "Community conversation" advanced filter lets you save a view with only these conversations. - Channels: ideal for one-to-many communication, with no individual replies in the same flow. - Media: text, images and other attachments supported in the applicable formats. - Mention participants (@): in a group connected via device, type @ in the reply box to open the participant list and mention one or more people — the mention arrives natively on WhatsApp (highlighted, with a notification), just like the official app. - Mentions you receive: when someone mentions a participant in the group, the message shows the person's name (@Maria Silva), not the internal WhatsApp number. This also applies to mentions written in an image or video caption. - Replying to a message (quote): the quoted block shows who was replied to (or "You", for your own message) and a thumbnail of the quoted media. Clicking the quote jumps to the original message, which flashes briefly so you can spot it; if it sits further back in the history, the conversation loads the previous pages until it is found. - Participant role in the group: on group/community messages the sender shows a badge with their role — Admin or Owner (group creator) — next to the name and phone, exactly like WhatsApp. Regular members show no badge. Text formatting (bold, italic, strikethrough, monospace) Text uses WhatsApp's own syntax — what you type is what reaches the device: | You type | It arrives as | |---|---| | *text* | bold | | _text_ | italic | | ~text~ | ~~strikethrough~~ | | ```text``` | monospace | | - item | list | | > text | quote | The broadcast composer has a formatting toolbar and a live preview: what you see there is exactly what the recipient will see. The Ctrl/Cmd + B (bold) and Ctrl/Cmd + I (italic) shortcuts work in the field. Formatting applies to every destination — groups, communities, channels and status — and also to the conversation reply box, campaigns, follow-ups and automated messages. A Mixed broadcast delivers the same formatted text to all destinations. A code block (```) keeps its contents exactly as written: nothing inside it is treated as formatting. A link written as [label](address) arrives as label: address, so the label text is never lost. What each destination accepts Not every content type exists on every WhatsApp destination. The composer warns you before the broadcast is created which destinations would be skipped, and the full table is under "See what each destination accepts": | | Groups | Communities | Channels | Status | |---|---|---|---|---| | Text | Yes | Yes | Yes | Yes | | Image, video and audio | Yes | Yes | Yes | Yes | | Document | Yes | Yes | Yes | No | | Poll | Yes | Yes | Yes | No | | Interactive (buttons, list, carousel, flow) | Yes | Yes | No | No | | Mention everyone | Yes | Yes | No | No | | View once | Yes | Yes | No | No | | Status style (colour and font) | No | No | No | Yes | When no selected destination supports the content, creation is blocked with an explanation — instead of a broadcast that is created and delivers nothing. Status style (colour and font) A text status can carry a background colour, a text colour and one of WhatsApp's fonts. Pick them in the composer (there is a preview of the status canvas) and they apply to both immediate and scheduled sends. Image, video and audio statuses use a formatted caption instead of a canvas style; audio is delivered as a voice message. Use cases - Launches with multiple groups that fill quickly and need to rotate on their own. - Communities of customers, students or partners organized by topic. - Announcement and news channels for a large subscriber base. Tips, limits & best practices - Anti-ban: creating many groups or adding many members quickly raises the risk of being blocked — go at a gradual pace. - Respect the member limits per group and other WhatsApp rules. - Use automatic distribution so you don't have to update links manually every time a group fills. Troubleshooting - The link doesn't open the right group: confirm automatic distribution is active and there's a group with open spots. - I can't create groups: check the permission and the number's connection state. - Feature doesn't appear: the Hub (or a specific format) may not be enabled for your account. - A community shows as "Group" in the conversation: run the Hub sync for the number; the community link is applied to existing conversations on the next sync. - The sync says it is paused by a WhatsApp limit: when WhatsApp limits group queries for the number, the platform pauses both the automatic and the manual sync for that number and allows them to be requested again after the time shown; the pause starts at 30 minutes and grows up to 6 hours while the limit persists. There is no need to reconnect the number or change WazMeow. See also - Connect WhatsApp Web by QR pairing - Inbox settings - Inboxes and channels overview
📥 Inboxes & ChannelsInteractive messages on WhatsApp Web (buttons, lists, flows and more)
Overview On the WhatsApp Web channel (device connection, paired by QR via WazMeow) you can send interactive messages — the ones where the customer taps a button, picks a list item, answers a poll or opens a flow — directly from the conversation's reply field. A single visual composer ("Interactive message") builds every type in one window: pick the type tab, fill in the fields and send. It's the native way to create rich experiences without relying on Meta's official API (Cloud API). Every interactive message you send shows up in the platform conversation as a normal bubble, and the button/option text the customer replies with is recorded in the conversation. Received interactive templates preserve WhatsApp formatting, including bold, italics and strikethrough. They also display, including in history, the links and quick-reply labels carried by the message. Safe links open in another tab; quick-reply labels are informational and do not send a reply when clicked. Prerequisites - A WhatsApp Web inbox already paired and in the connected state (Connect WhatsApp Web by QR pairing). - Agent access to the conversation where the interactive message will be sent. - For Flows: have flows already captured on the number itself. The composer lists the flows available for that number — you pick one and fill in the parameters. If the list is empty, no flow has been captured for that number yet. Step by step 1. Open the WhatsApp Web conversation and click the Interactive message icon in the reply field (Set up to build from scratch; Edit to adjust before sending). 2. Choose the type tab you want to send: Buttons, List, Carousel, Flow, Poll or Event. 3. Fill in the fields for the chosen type: - Main text (body) and, when available, header/footer. - The interactive items (buttons, list options, carousel cards, poll options, event details) and the fallback text shown where the interactive doesn't render. 4. Review the preview and click Send. 5. The message is sent through WhatsApp Web right away and stays recorded in the conversation. When the customer taps/replies, the choice comes back as a new message in the conversation. Settings & options The composer sends 6 interactive types from WhatsApp Web: | Type | What it is | Renders in groups? | | ------------ | --------------------------------------------------------------------------------- | ------------------ | | Buttons | Quick replies and/or URL buttons | Yes | | List | Menu with sections and selectable options | No — 1:1 only | | Carousel | Swipeable cards with media + buttons | Yes | | Flow | Opens a flow already captured on the number (native button, galaxy_message) | No — 1:1 only | | Poll | Poll with options and a selectable count | Yes | | Event | Invite with date/time (start and, optionally, end), location and description | Yes | - Groups nuance (important): Lists and Flows only render in 1:1 conversations. In groups, recipients see the fallback text (so always fill in a clear fallback). Buttons, Carousel and Event work in groups normally. - No license gate: on WhatsApp Web (WazMeow) the interactive types — buttons, list, carousel, flow, poll and event — are available without an "Enterprise license". There is no license block to send any of them. - Status does not support interactive/poll: interactive messages and polls cannot be sent to Status (nor on channels other than WhatsApp Web). - Flow uses what already exists on the number: the composer does not create the flow — it lists the flows already captured on that number for you to pick and parameterize. Use cases - Buttons: offer 2–3 quick replies ("Talk to sales", "Support", "See pricing") or a URL button that takes the customer to a page. - List: present a menu organized by sections (e.g. services, hours, locations) in a 1:1 conversation. - Carousel: showcase several products/plans with image and action button, including in groups. - Flow: trigger a guided form/experience (scheduling, sign-up, qualification) already captured on the number, appearing as a native button. - Poll: quickly collect preferences ("Which time works best?") in 1:1 or groups. - Event: invite to a meeting, live session or visit with date, time and location. Tips, limits & best practices - Always write a good fallback: in groups, Lists and Flows only deliver the fallback text — it has to make sense on its own. - Anti-ban: interactive messages are messages like any others — respect WhatsApp's limits and the platform's per-number throttle. Avoid identical mass sends. - Forwarding keeps the real interactive: when you forward an interactive message on WhatsApp Web, the platform re-sends the actual interactive (it does not turn it into text). See Forward messages. - Save and reuse: while building an interactive message, use "Save to quick replies" with a short code. Later, in the composer, type "/" and pick the short code — the platform reopens the composer prefilled with your buttons, list, carousel, flow or poll (it does not become plain text). - The buttons message title is optional: without one, the message goes out with no header on WhatsApp Web, as on the Cloud API — the platform adds no generic text. When written, the title holds up to 60 bytes. - Buttons: at most 3, titles up to 20 characters. That is WhatsApp's own limit, and the platform applies it identically on WhatsApp Web and on Cloud — what you compose works on both with no rework. Longer titles are cut on send; write short labels instead of letting the cut decide for you. Accented characters take up more room than they look, so leave margin. - A tapped button is identified, not guessed: the platform records which button was tapped, not just its text. Two buttons sharing a label stop being indistinguishable, and an option wait in the Flow Builder keeps matching even when the customer sees the title truncated. - Prefer a few clear items over long menus — tap rates drop on huge lists. Shared contacts, circular videos and form responses - Shared contact: use the card action to save or open the contact in the platform. When a WhatsApp Web connection is available, adding the contact to the WhatsApp address book is a separate action. Check the displayed result: saving in the platform does not confirm that the phone address book was updated. Messages containing several contacts provide an action for each card. - Circular video: video messages use a circular player with playback, audio and seeking controls. This shape does not mean view once. Messages actually sent as view once retain that condition. - Form response: received answers appear in the conversation and can trigger the WhatsApp form response received event in automations and FlowBuilder. When using Wait for event, associate the wait with the message that sent the form; an old answer must not complete the wait for another form. - Hybrid inbox: unifying inboxes changes where the conversation appears. Available transport and message type still determine delivery. A standalone Cloud connection does not acquire WhatsApp Web-only features; an active Web pair is required to use them. Troubleshooting - The customer only sees text (no buttons/list): it's probably a List or Flow sent to a group — in those cases only the fallback renders. Use 1:1 or switch to Buttons/Carousel/Event. - The Flow tab is empty: there's no captured flow on that number; capture the flow on the number before sending. - I can't send to Status: interactive/poll is not supported in Status — send it in a WhatsApp Web conversation. - The message failed to send: confirm the inbox is connected and try Send again; a send error shows on the bubble with a retry option. See also - Connect WhatsApp Web by QR pairing - WhatsApp Inbox Suite - WhatsApp Hub: groups, communities, channels and status - Forward messages
🖼️ MediaUpload, search and manage files in the library
Overview This article covers the daily flow of the Media Library: getting files into it and finding them later. It is the practical companion to organizing with folders — here the focus is uploading, searching and bulk actions, rather than the folder structure itself. In practice you do three things: upload new files (manually, or by reusing what was captured automatically), find what you need with search and filters, and organize in bulk several items at once (move, archive, restore). Prerequisites - The Media Library module enabled and access to it. - Agents can upload, move and archive files. Deleting for good (emptying the trash) is an administrator action. - File size limit: 100 MB per file. Files above that limit are rejected on upload. This cap is set by the platform operator. Step by step Upload files 1. In the Media Library, open the upload dialog. 2. Drag and drop files onto the drop area, or click to select them from your computer (several at once). 3. The platform detects the type automatically — image, audio, video or document — and applies refinements when they apply (GIF, sticker, voice note, recording). 4. Choose the destination (folder) and the connection (inbox) the file should reference. 5. Review the preview of the items (image, video and audio open in the viewer) and confirm the upload. The platform derives the metadata (type, dimensions, duration, format) on the server. Find files 1. Use the search by name to quickly filter by the file's title. 2. Refine with the filters: - File type (image, audio, video, document). - Connection / inbox (which connection the file is associated with). - Source (how the file came in: uploaded, captured from a conversation, recording, imported). - Module (where the file is used: conversation, CRM, task, catalog). - Media kind (refinements such as GIF, sticker, voice note, recording). 3. Toggle between grid (cards) and list (rows) depending on how you like to view files. 4. Click an item to open the details panel on the right, with metadata and actions. 5. To see it full size, open the preview (lightbox) for images, videos and audio. Bulk actions 1. Select several files by checking them, or use select all matching the filter to act on the whole filtered set (across every page). 2. With the selection ready, do it in a single action: - Move to a folder (leaving it blank moves to the library root). - Archive (send to the trash). - Restore (bring back from the trash) the archived items. 3. The platform applies the action to all selected items at once — no need to repeat item by item. Settings & options - Sorting: order by name (A–Z), size (largest first), oldest or newest (default). - Grid vs list: the same media area in two formats — cards for a visual scan, rows for fast scanning. - Persistent filter: search and filters apply to the grid and to the count, and "select all matching" respects exactly what is filtered. - Reused panel and picker: the same details panel and file picker appear elsewhere on the platform, keeping the experience consistent when attaching a saved file. Use cases - Quickly locate a file a customer sent, filtering by the "captured from conversation" source. - Bulk-move an entire campaign's files into a single folder with one action. - Review a video in the preview before re-sending it to a contact. - Bulk-archive old materials from a connection to declutter the grid without deleting right away. Tips, limits & best practices - Name files well on upload: clear names make the search by name far more effective. - When re-sending, respect the formats and sizes each channel accepts — a file valid here may not be accepted by a specific channel. - "Select all matching" acts on every page of the current filter, not just the visible items — check the filter before applying a bulk action. - Prefer archive (trash) over deleting for good when unsure: you can restore it later. Troubleshooting - The upload failed: check the size (max 100 MB per file), the accepted format, and whether the account still has space in the storage meter. - The file doesn't appear: make sure it's not in the trash and review the active filters (a search term or a type/source filter may be hiding the item). - The preview won't open: only image, video and audio open in the viewer; documents only show the icon — use download to view them. - The bulk action didn't catch everything: confirm you used select all matching the filter; manual selection acts only on the checked items (up to a limit per request). See also - Media Library overview - Library: folders, trash and storage meter - Reuse saved files in any channel
🖼️ MediaLibrary: folders, trash and storage meter
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 - Reuse saved files in any channel
🗨️ Internal ChatNotifications, unread and presence in Internal Chat
Overview Internal Chat alerts you to what matters and marks what you still have to read, so you don't have to dig through every channel. Three mechanisms work together: - Notifications — an alert (bell and/or email) when something relevant happens: a mention, a direct message or an announcement. - Unread — a counter (badge) per channel plus a total in the sidebar, showing how many new messages you haven't seen yet. - Presence — the online indicator for the colleagues you talk to. You control how much each channel interrupts you through its notification level and mute, without losing history — anything unread stays marked until you open the channel. Prerequisites - The Internal Chat module enabled for the account. - An active user (agent) on the account, a member of the channel or a participant in the direct message. - The Internal Chat notification types — mention, direct message and announcement — live on your notification preferences page and can be enabled by bell and by email, each one independently. Step by step 1. Understand the three notification types | Type | When it fires | What you see | | --- | --- | --- | | Mention | Someone uses @ with your name in a channel or direct message | Title with the channel name and a message preview | | Direct message | You receive a message in a 1-on-1 conversation | Title with the sender's name and a message preview | | Announcement | A new post in an announcement channel you follow | Title with the channel name and a preview of the notice | Clicking any of these notifications opens the channel at the exact message that caused it, loading older pages when necessary and highlighting the message. If that message was removed or is not visible to you, Internal Chat safely opens the latest messages and shows a notice instead. 2. Set the level per channel Each channel has its own notification level, defined by you: 1. Open the conversation's action menu — the ⋮ icon on the list row (or a right-click, or the ⋮ in the header of the open conversation) — and choose Mute notifications. 2. Choose one of the three levels: - All — notify on every new message. - Mentions only — notify only when you are mentioned. - Nothing — do not notify (it still counts as unread). 3. Mute a channel for a period In the same menu, Mute notifications offers four options: For 8 hours, For 1 week, Only when I'm mentioned and Until I turn it back on. - A period (8 hours or 1 week) expires by itself and everything goes back to normal; while it is active you receive nothing from that channel, not even mentions. - Until I turn it back on never expires: to undo it, choose Turn notifications back on in the same menu. - A muted conversation shows a crossed-out bell next to its name in the list. 4. Read the unread badges - The number next to each channel/direct message is the count of new messages you haven't read yet. - The total on the Internal Chat sidebar entry sums the unread across all your channels and direct messages. - Messages you sent yourself never count as unread. 5. Mark as read or unread - Just open the channel and view the messages: your read marker advances to the last message and that channel's badge clears. - Without opening it, use the conversation's action menu: Mark as read clears the badge on the spot. - Mark as unread does the opposite — it brings the badge back to a conversation you already read, so you don't forget to answer. It rewinds to the last message you received, not to the beginning of the history. Settings & options - Notification level per member — all / mentions only / nothing, set by you on each channel (it does not affect other members). - Temporary mute — pauses the channel's notifications for a period (8 hours or 1 week); it expires automatically. There is also the open-ended mute (Until I turn it back on). - Conversation action menu — where mute, mark as unread, pin and archive live. Opens from the row's ⋮, from a right-click, or from the header's ⋮. - Global preferences — the three types (mention, direct message, announcement) can be turned on or off by bell and by email on your preferences page. - Presence indicator (online) — shows which colleagues are connected; the Internal Chat real-time signaling is bounded to channel/direct-message members, so you see presence and updates only for the people who are part of that space. Use cases - Noisy channel: set the "general" channel to mentions only so you are alerted only when someone really calls you. - Weekend: mute the "general" channel for a few days to rest without losing the history. - Quick triage: glance at the badges in the sidebar to see at a glance where there are pending messages before opening any channel. Tips, limits & best practices - Announcements are meant to be read: posting in an announcement channel notifies those who follow it, precisely so the notice isn't missed. - A mention pierces the "mentions only" level: even at that level, being mentioned with @ always triggers a notification — only the nothing level skips mention alerts. - Mute is stronger than the level: while a channel is muted, you receive nothing from it, not even mentions, until the mute expires. - Unread is not the same as a notification: the nothing level silences the alert, but the message still counts in the badge until you open the channel. Troubleshooting - I don't get notifications from a channel: check, in this order, the channel level (it may be "nothing"), whether it is muted, and your bell/email preferences for that type (mention, direct message or announcement). - The badge won't clear: the count only updates when you open the channel and view the new messages; remember that messages you sent never enter that number. - I can't see a colleague's presence: presence and real-time updates are bounded to members; you only see the status of people who are part of the same channel/direct message, and they must be connected to show as online. See also - Conversation actions: mark unread, mute, pin, archive and delete - Internal Chat overview - Channels, direct messages and announcements