Store library

Use the Library to keep materials your team sends often, such as catalogs, manuals, audio, videos, and links. This helps everyone find the right version without searching for the file during every conversation.

The Library is available on the Growth plan. If your current plan does not include it, open Library in the menu to see the upgrade option.

Owners and admins can add, edit, and archive items. Attendants can browse the library and use items in conversations they have permission to reply to.

What you can add

Type	Accepted formats
Image	JPEG and PNG
Document	PDF, TXT, and Word, Excel, and PowerPoint files
Audio	AAC, M4A, MP3, AMR, and OGG (Opus)
Video	MP4 and 3GP formats compatible with WhatsApp
Link	A complete address beginning with http:// or https://

Images can be up to 5 MB; videos, audio, and documents up to 16 MB. Infynia checks the format and size before saving. If a file is not accepted, use a version in one of the formats shown on the screen.

The first time you open the Library, a welcome screen explains how it works. Click Add your first item to get started.

Add an item

1. Open Library at the top of the Infynia menu, right below Inbox.
2. Click Add item.
3. Under Content, choose what to add:
   • a file — drag it onto the indicated area or click Choose file;
   • audio recorded on the spot — click Record audio, speak, and click Finish recording. Listen to it before saving; if you don’t like it, use Record again;
   • a link — click Add link and paste the complete address.
4. Fill in the Item name. If you like, click Add description to help your team find the material.
5. Decide whether the AI agent can send the item. If you turn on Allow the AI agent to send, explain the situation in When should AI send it?.
6. Click Add to library.

Note

Allow the AI agent to send is off by default. Your team can send the item even when this option is off. There’s a limit on how many items can be authorized for AI at the same time; the form shows how many are already in use. If the limit is reached, turn off AI on another item to free up a spot.

Define when AI can send it

Turn on AI use only for items it may send to customers. Instructions are required and should describe a specific situation, for example: “Send when the customer asks for the size chart.”

AI does not read or interpret the contents of the file or page. This also applies to manuals, text documents, PDFs, audio, and videos. Include the context it needs to choose the right item in the instructions.

When the instructions match the interaction, AI can proactively send the item during an active WhatsApp conversation, even if the customer does not mention the file’s exact name. The library does not start a new contact. It only sends while AI is responsible for the conversation and WhatsApp allows regular replies in that interaction.

Learn more about controlling conversations on the AI agent page.

Send during a conversation

1. Open a WhatsApp conversation in the Inbox.
2. Click Library in the composer.
3. Search by name or description and select the item.
4. For a file, click Attach to draft. For a link, click Insert link into text.
5. Review the draft, edit the message if needed, and send it.

Choosing an item does not send anything automatically. Files are attached to the draft, while links are inserted as ordinary text that you can edit. If there is already an attachment, Infynia asks you to confirm the replacement.

Audio with accompanying text is sent as separate messages. Other files may also arrive separately from the text when the message is longer.

See the other conversation tools in the Inbox.

Track a send

After sending a library file, follow the status shown in the composer:

Status	What to do
Processing	Wait or click Check status.
Accepted	WhatsApp accepted the send.
Partial or failed	Use Retry only the failed part when this option appears.
Unconfirmed	Click Check status and do not send it again until you know the result.

Use Check status to confirm the original send. Infynia does not automatically repeat an unconfirmed send or resend parts that have already been accepted. A safe retry is available only for a part that is known to have failed.

Use a file in a quick reply

You can save a quick reply with text and a library file:

1. In a conversation, open Quick replies.
2. Click New quick reply.
3. Enter the title and content.
4. Click Add a file from the library and choose the file.
5. Save the reply.

Each quick reply accepts one library file. Links cannot be used as attachments. After inserting the reply into a conversation, you can still edit its text before sending. If the draft already has another attachment, confirm which one you want to keep.

Shared replies are available to the whole team; owners and admins can create them. Attendants create personal replies, which appear under Mine only for the person who created them.

If the linked file is archived, the quick reply stays saved but cannot be inserted. Edit the reply and remove the file or replace it with an active item.

Edit or archive an item

Open the item in Library and click Edit to change its name, description, or AI options.

The file and a link’s address cannot be changed after the item is created. To publish another version, create a new item and archive the previous one.

When you archive an item:

• it no longer appears for new sends by your team or AI;
• previous sends remain in the conversation history;
• links already inserted or sent remain as ordinary text;
• a send that has already started cannot be canceled or recalled.

Use the Archived filter to browse these items. If you need to make one available again, create a new item.