Add the photos your assistant may share, and choose how it handles customer media. Library publication, incoming understanding and outgoing voice each have their own controls.
Open Content → Media library. Every photo is added for something, so the assistant always knows what it shows. Under Add photos:
There is nothing else to fill in: photos take the name of the product or thing they show. Use material your organization has the right to share.
Your photos shows one card for each product or thing, with its photos in the order they are sent and whether customers can be sent them. The first photo is marked Sent first. Use Move first to change the order, Remove to take a photo out, Add more photos to add to the same card, or remove the whole card.
When a customer asks to see something, the assistant sends up to three photos of the matching product or thing and then its own message. The photos arrive without a caption: the assistant says what they show, and when they show the same model rather than the exact item, it says so. A photo is only ever sent with the product or thing it was added for.
Photos of a catalog product follow that product. Deleting a Knowledge document that carried products, or deleting a product in Catalog, removes that product’s photos from your library at the same time, and they are never sent.
A product that disappeared another way, for example from a re-uploaded spreadsheet that no longer lists it, shows Product no longer in your catalogue on its card. Customers are not sent its photos; remove them from the card, or remove all of them at once from the notice above your photos. A product that is only temporarily unavailable, such as a document waiting on review, is not treated as removed.
If a product’s details change so that its photos may no longer match, its card shows Product details changed with the old and new names, and its photos are withheld until someone who can publish checks them and selects They still match.
Team members who can publish media publish photos by adding them. Photos added by someone who cannot publish show Waiting for approval, and someone who can publish selects Approve on the card. A photo waiting for approval never stops the card’s other photos from being sent.
Published does not by itself enable photo sending. Platform delivery switches, workspace eligibility and channel support still apply. You can build your library while delivery is unavailable; the assistant continues using an available text response.
In Assistant → Behavior → What customers send, configure voice transcription, image understanding, document extraction and PDF OCR separately. Each control can use the platform default or an available workspace choice. Provider readiness and platform policy can prevent processing even when a preference is saved.
Choose the fallback for media that cannot be processed: the configured reply policy or human escalation where available. Location pins and contact cards have separate handling controls. Incoming customer files are conversation inputs; they do not become approved Knowledge or published workspace media automatically.
Under How the assistant replies → Assistant audio replies, choose when it speaks. This is independent of whether it can transcribe a voice note.
Choose the platform default voice or an available masculine or feminine profile. The form shows language availability. Important details such as prices and addresses can also be delivered in text. If synthesis is unavailable or fails, the reply falls back to text; a saved voice preference does not guarantee audio delivery.
Test the selected behavior on each connected channel. See channels and assistant configuration for related setup.