Your team's files and space
Where the team's files live, the Leads, Calls, Templates and Imports folders, who can open them, what happens to a photo, a recording or a template file when the team runs out of space, and how the files travel when you move the team's data.
Everything your team stores lives in one place: Media, under Administration in the sidebar. The photos and documents you upload there, the files your contacts send, the recordings of your calls and the files of your templates all sit in it, and all of them use the team's space. Space, right below it, shows how much is used.
Who can open the files
Both screens are for people whose role has Manage Media — a switch in the Permissions block of the role. See Roles and permissions.
The team's files are private. A file only opens for someone signed in to Sync Pro who is a member of the team and has Manage Media. A link to a file copied out of Sync Pro and sent to somebody else does not open for them. To share a file with a customer, download it and send it, or send it from the conversation.
Two things are open to every member of the team, with or without the permission:
- The team's photo.
- The files in a conversation. Whoever answers chats sees and downloads what the contact sent, and what the team sent, from the conversation itself.
The folders Sync Pro fills for you
These folders appear in Media on their own, the first time the team stores something of that kind. Their names follow the language you use Sync Pro in:
| Folder | What goes in it |
|---|---|
| Leads | A folder for each contact, named with the number that identifies the contact in Sync Pro, with the photos, documents, videos and voice notes of its conversation — the ones the contact sends and the ones your team sends. |
| Calls | A folder for each call, with the recording of a call that arrives through Callpicker. |
| Templates | A folder for each template, with the example file of its header and the header file you upload when you send it to a whole board column. |
| Imports | The spreadsheet you upload to import contacts, while the import runs. It is deleted when the import ends. |
They are ordinary folders. You can open them, preview a file and download it like anywhere else in Media.
Deleting a file from them frees its space, but the conversation, the call or the template that used it can no longer show it. Delete from these folders only what you are sure nobody needs to see again.
When the team runs out of space
The team's space is set by its plan. It is the most the team can keep, and it does not reset every month. When it is full, nothing new can be added until you free some up or get more space — except the files your contacts send — and each kind of file says so in its own way:
| What | What happens |
|---|---|
| An upload in Media | It is refused, and the notice tells you the team ran out of space. |
| A file a contact sends you | It is kept anyway, because WhatsApp deletes its own copy after a while. It counts against the team's space even beyond the limit, and in the conversation it shows as usual with the note Saved without space available: free up space in Media. Files that arrived before this rule and were not kept still show Not saved: your team ran out of space. |
| A photo, document or audio you send from Chats | It is refused with the same notice, and nothing reaches the contact. |
| A scheduled photo, document or audio | It is refused when you schedule it, with the same notice, and nothing is scheduled. Once scheduled it already counts, so it goes out on its date. |
| A file in a template header | It is refused with the same notice, and the template is not saved: an Image, Video or Document header needs its file. Free space, or choose a header without a file. |
| A call recording | Sync Pro does not keep a copy. The call is still recorded and still transcribed, and its recording plays from Callpicker for as long as Callpicker keeps it. |
Renaming, moving and deleting are never blocked, because they are the way back.
Freeing space
- Open Space to see how full the team is.
- Open Media and go through the biggest folders first — usually Leads and Calls.
- Delete what nobody needs any more. The space comes back straight away.
If the team simply needs more room, from the Professional plan up you can add storage to the plan instead. See More users, contacts or space without changing plan.
Before you cancel the plan, move to a smaller one or remove a storage extra, export what you want to keep, as the next section explains. What happens to the information above the limits once a paid plan ends is set out in the terms.
When you move the team's data
When you export the team's data from Import and export data in the team settings, the files that go with what you export travel in the same .zip: the images of your categories, the recordings of your calls, the files of your conversations and the files of your templates. You export and import from Settings → Import and export data; the steps are in Move your team's data to another team.
- Importing the file brings the files back into Media. Each one arrives as a new file of the team you import into, in a folder named after the kind of record and, inside it, one named with the record's new number — a recording goes to Calls, in the folder of its call — and the category, call or conversation that used it shows it again.
- They use that team's space, and they have to fit. Before anything is created, Sync Pro adds up the files of the data you chose. If they do not fit in the space the team has left, the whole import is refused with The team does not have enough space and nothing comes in. Free some space or get more, and import again.
- A file that was already gone is left out. If a file had been deleted before you exported, the record arrives without it, and the rest of the export is not affected.
- Importing the same file twice brings every file twice, just as it brings every record twice.
- Contacts and messages brought in this way are not announced. Whoever becomes responsible for them does not get the "A new lead was assigned to you" notice for each one, and their messages send no new-message notice. Contacts and messages created any other way still send them.
The files your team had before
Files that already existed — earlier chat attachments, recordings and template headers — were copied into these folders, so they now count as used space too. A team can find itself above its limit because of that. Nothing was deleted: it keeps every file and only stops adding new ones until it frees space or gets more.
Links to files in Media that were shared outside Sync Pro before the files became private no longer open. Send those files again if somebody still needs them.