Media library
The media library keeps the images and files your team sends again and again — the logo, the price list, the size chart, the returns form — once, so they can be sent from anywhere without being uploaded again.
Open it from the sidebar: Data & automation → Media library. The same library opens as a picker wherever you can attach a file (see Using a file from the library).
Uploading
- Click Upload, drop files anywhere on the library, or paste an image (Ctrl+V / ⌘+V). Several files can go at once.
- Uploads appear in a small panel in the corner with their progress. You can cancel or retry each one, and the panel keeps going if you close the picker or move to another page.
- Files go straight to storage from your browser; a large file is sent in parts, and a part that fails is retried on its own.
- Already in the library? If a file with exactly the same content is already there (and you can see it), you are asked whether to use the existing file or upload anyway.
- Location data is removed from photos. A phone photo carries the GPS position it was taken at; JPEGs are cleaned before they leave your browser. A sideways photo is turned upright first.
The library accepts files up to 100 MB of the types your workspace allows. Uploads count towards your plan's storage — the page header shows how much is used. A file sent many times is stored once.
Finding files
- Tabs: All · Images · Files · Recently used · Favourites · Trash.
- Search looks in the name, title, alt text, description and tags.
- Filters: Uploaded by me, who it is shared with, and tag. Sort by newest, oldest, name, size or last used.
- Grid or list view; the choice is remembered on your device.
- Folders on the left. Drag files onto a folder to move them. Moving never re-uploads anything.
Keyboard: arrow keys move between files, Space selects, Shift / Ctrl (⌘) extend the selection, Ctrl+A selects everything shown, Enter opens the details, Delete moves the selection to the trash, Esc clears it.
Who can see a file
Every file is shared with one of three groups:
| Shared with | Who can see and send it |
|---|---|
| Only me | You — and managers who oversee the whole library |
| My department | Members of the chosen department |
| Whole workspace | Everyone who uses the library |
What a person can browse also depends on their permissions:
| Permission | Sees |
|---|---|
| See every library file | Everything, including other people's private files |
| See files shared with their departments | Their own, workspace-shared, and their departments' files |
| See own and workspace-shared files | Their own and workspace-shared files |
By default agents can upload, see their departments' files and edit or delete their own; supervisors can also see, edit and delete every file, manage folders and share with the whole workspace. Only a person with Share files with the whole workspace can open a file to everyone. Change these per role or per member under Roles & permissions.
A file's details
Double-click a file (or select it and press Enter) to open its details:
- Preview — images, video, audio and PDFs open in place.
- Name, title, alt text, description, tags — alt text describes an image for screen readers and for email clients that block images.
- Folder and who it is shared with.
- Used in — the saved replies and flows that send this file, and how many times it has been sent.
- Versions — earlier versions of an edited image; restore any of them.
- Download, favourite, copy link (the link is signed and expires — it is for checking a file, not for publishing it).
Editing an image
Edit image opens the image editor (crop, resize, rotate, flip, text, pen, highlighter, shapes, blur). When you save, choose:
- Save as new version — the file keeps its place: saved replies and flows that send it will send the edited image. The original stays under Versions and can be restored.
- Save as a copy — a new file next to the original.
Messages that were already sent are never changed.
Videos
Videos live in the library like any other file, with their own Videos tab. Each card shows the length (▶ 0:42), and resting the pointer on it plays a silent preview. When a video is uploaded, your browser reads what is inside it — length, picture size and codecs (for example H.264 + AAC, or HEVC from an iPhone) — and the details panel shows them. The card's cover is taken from the first bright frame, so a clip that fades in from black does not get a black card.
Platforms differ in what they play, and the picker checks both size and codec:
| Where it goes | Video limit |
|---|---|
| MP4 / 3GP, 16 MB, H.264 video + AAC sound only | |
| WhatsApp template header | MP4, 16 MB, H.264 + AAC (uploaded as it is — a wrong codec is refused) |
| Messenger, Instagram | 25 MB |
| Threads (comment replies) | MP4 / MOV, H.264 or HEVC, up to 5 minutes |
| Telegram | plays MP4; other formats arrive as a file |
| Web chat, e-mail | ConnectWiz's upload limit (25 MB by default) |
On a WhatsApp message, an HEVC or .mov video is marked Check: ConnectWiz
converts it when sending. In a template header the same video must be
converted first.
Trim and compress a video in your browser
When a video is too big, too long or in the wrong codec for where it is going, the picker offers Fit this video. Everything happens in your browser — nothing is uploaded until you choose:
- Drag the start and end handles to keep the part that matters (the preview follows; Play selection plays just that part). If the clip is too long to fit at any quality, Keep … sets the longest part that fits.
- The estimate shows the result before anything runs — for example about 15 MB · 1280×720 · 30 fps.
- Press Compress. A progress bar runs; Stop cancels.
- Compare before and after, then choose: send it only this time, save it as a copy, or save it as the file's new version (saved replies and flows that use the file then send the new one).
The result is always an MP4 with H.264 (Main profile) video and AAC sound — the exact shape WhatsApp asks for. As a guide, a one-minute 1080p phone video (≈ 90 MB) comes out at about 15 MB in 720p in a few seconds on a recent laptop.
The same dialog appears when you attach an oversized video with the paperclip in a conversation, when a file is bigger than the library's own limit (100 MB by default) — a raw 4K phone video, for example — and from Trim / compress in a video's details panel.
Files that are too large in the reply box
The reply box measures every file against the same limit the library picker uses — the channel's own limit, and never more than the workspace's attachment limit (25 MB by default). That second number applies to the website chat and email too, which have no limit of their own.
- Attached with the paperclip, dragged in or pasted: an image or video over the limit opens the compress dialog straight away. The smaller copy is used for this message; if you cancel, the reply box says why nothing was attached.
- From a saved reply: a file the channel cannot take gets a red Won't be sent chip. When the only problem is its size — a 90 MB video in a WhatsApp conversation, a large photo on Messenger — the chip also offers Compress. By default the smaller copy is used for this message only: the saved reply and the file in the library stay exactly as they are, so the same reply still sends the original where it fits. You can also save the smaller version to the library as a copy. (Save as new version is not offered here — it would change the file for every use of the saved reply.)
- A file of a kind the channel does not carry at all — a PDF on Threads, for example — gets no Compress: no size would make it go.
- The compressed file is added at the end of the message's files, because that is the order in which it will arrive.
.m4v videos (Apple exports, HandBrake) can be attached with the paperclip too;
they are stored and sent as the MP4 they are.
Video compression needs a browser with WebCodecs and an H.264 encoder: recent Chrome, Edge or Safari. Where it is missing, ConnectWiz says so; compress the video on your computer (for example with HandBrake) and upload it again.
Trash
Deleting moves a file to the Trash, where it can be restored for 30 days before it is removed for good. Delete permanently removes it at once. Either way, messages that already carried the file keep it.
Using a file from the library
Wherever you can attach a file there is a Choose from library button:
- the inbox reply box and internal notes;
- email replies and new emails;
- public replies to comments (where the platform accepts files);
- saved replies and the flow builder's Send a file step;
- WhatsApp template headers (when sending a template and in the template manager);
- product pictures in the catalogue;
- a contact's files (see Contact files).
A file chosen this way is not uploaded again. In the reply box, a file you uploaded from your computer can also be kept in the library with the bookmark icon on its chip.
Files that will not go
The picker knows what each destination accepts and marks every file:
- Not supported — the channel cannot carry this kind of file (it cannot be chosen; the reason is shown).
- Too large — an image or video over the limit can be compressed in your browser (a video can also be trimmed, see Videos). You see the size before and after, then choose to use the smaller copy only for this send, save it as a copy, or save it as a new version.
- Check — it will go, but the platform may convert it or prefers another format.
Some limits, for orientation: WhatsApp images 5 MB (JPEG/PNG), videos 16 MB, documents 100 MB; Messenger and Instagram images 8 MB, other files 25 MB; Telegram photos 10 MB, other files 50 MB. Instagram comment replies carry text only, Facebook comment replies one image. LINE, Viber, Slack, X, TikTok, Zalo, WeChat, iMessage and SMS conversations currently carry text only in ConnectWiz — attaching is switched off there, with the reason shown.