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Media — all files from conversations

Media is a tab in , where all media files from the conversation are collected: images, videos, voice messages, documents, audio, and video notes. This gives you quick access to all attachments without

Updated August 30, 20262 min
Media is a tab in Customer Card, where all media files from the conversation are collected: images, videos, voice messages, documents, audio, and video notes.
This gives you quick access to all attachments without having to scroll through the chat history.
Media is a file archive for a specific lead. Everything sent in the chat automatically appears here, regardless of the message type.


When to use it

  1. A lead sent a screenshot of an error — you need to quickly return to it later
  1. The user sent documents (passport, statement, payment receipt)
  1. You need to listen to a voice message again without searching through the history
  1. You need to review all materials the user sent during the conversation
  1. Sales or support teams want to quickly find proof of payment



What is displayed

All files from the conversation are automatically collected in the Media tab.
Supported media types:
Type
What is displayed
Images
JPG, GIF
Video
MP4
Video notes
Telegram video notes
Voice
Voice messages
Documents
PDF, DOCX, XLSX, ZIP, and other files
Audio
Music and audio files
All files:
  1. are sorted by date
  1. new ones are displayed at the top
  1. have a preview
  1. open on click.
Different actions are available for different types:
  1. image — open
  1. video — play
  1. voice message — listen
  1. document — download.


How Media works

Media works automatically — no separate setup is required.
Each file:
  1. is saved immediately after being sent
  1. is linked to the current conversation
  1. remains available as long as the chat exists.
Media is for viewing the archive only. You can’t upload files directly through the Media tab. To send a new file, use the standard input field in Messenger.


Deleting media

You can’t delete an individual file from Media.
Media is deleted only together with the entire chat via: Actions — exporting and clearing a conversation→ Clear chat.
What is deleted:
  1. messages
  1. media
  1. events
  1. conversation history.
Clear chat is an irreversible action. Before clearing the chat, save important documents locally.


AI Recognition and Media

Media files are saved even when AI Recognition — media processing is enabled.
Example:
  1. the user sent a voice message
  1. AI Recognition transcribed the speech
  1. the text appeared in the chat
  1. the original voice message remained in Media.
Media stores the original file, while AI Recognition stores only the recognition result. This lets you manually verify the recognition quality.


Use cases

Support — error screenshot

The user sent a screenshot of an error in the morning. The operator replies later: Customer card → Media → open the image — see the issue without searching through the history.

Sales — payment confirmation

A lead sent a payment receipt. The manager opens Media, finds the receipt, forwards it to accounting, or saves it locally. All confirmations remain linked to the specific lead.

KYC / document audit

The user sent a passport, a selfie, and a bank statement. A week later, the audit team opens Media and gets the entire document package in one place.


FAQs

No. There is no bulk download for all files. Through Actions — exporting and clearing a conversation→ Download messages, you can export only the conversation history.

As long as the chat exists. After Actions — exporting and clearing a conversation→ Clear chat files are deleted permanently.

Yes. Original media files always remain in Media, even if AI: recognized the text. extracted data. saved values to Custom Fields — custom fields.

Frame preview and recording duration.

The message and file remain in CRM and Media.


Related

Customer Card
The client card is the right-hand panel in , which opens when you click a chat. It contains 3 tabs : Chat data (current lead parameters + actions), Events (event feed), Media (all files from the conve
Actions — exporting and clearing a conversation
The Actions block in → the Chat data tab is the final block of the card. It contains two buttons: Download messages — exports the conversation history to a file. Clear chat — irreversibly clears the c
AI Recognition — media processing
AI Recognition — media processing with AI AI Recognition is a feature inside Automation & AI that allows AI to process the user's media files. AI can work with: voice messages; photos; video note; ima
Messenger
The Messenger section is the operator team's workspace within CRM . Here, you can view all bot or personal account dialogues, respond to leads, switch statuses, filter necessary chats, and open client
Templates — Quick Reply Templates
Templates are quick reply templates for operators. They are stored at the bot level and invoked directly in the input field using # + Template ID. All main Telegram message types are supported: text i

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On this page

  • When to use it
  • What is displayed
  • How Media works
  • Deleting media
  • AI Recognition and Media
  • Use cases
  • Support — error screenshot
  • Sales — payment confirmation
  • KYC / document audit
  • FAQs
  • Related