What this helps you do

Control how much Inbox history is stored and save important text before automatic cleanup removes old information.

Before you start

Choose whether you need to preserve old chat text or files. Export important text before shortening retention.

Steps

  1. Open the Inbox menu and select Media manager.
  2. Check the Active media, Media cap, and Text cap cards.
  3. Search or filter files before deleting anything.
  4. Export important text history.
  5. Choose retention windows that fit the history you truly need.
  6. Move unnecessary media to Trash and restore anything moved by mistake.

Understand the summary

The top cards show:

  • Active media: the total size and number of currently stored files.
  • Media cap: the percentage of your plan's file-storage limit in use.
  • Text cap: the percentage of your retained-message limit in use.

Media storage and text history have separate limits. Clearing files does not directly clear text-message usage.

Find stored files

Search by file name, file type, or extension. Filter by images, videos, audio, or documents. Sort by date, name, or size, and switch between grid and list views.

The manager loads up to 100 files for the selected Active or Trash view at a time.

Move media to Trash

Select one file's trash button, or tick several active files and select Move to Trash. The stored file moves out of Active, while its chat message shows a deleted-media placeholder.

Moving a file to Trash is recoverable while the Trash copy remains available. Open the Trash view and select Restore to return it to Active.

Choose retention windows

Select Retention and choose:

  • Default retention: automatically keep media for 3 months, 6 months, or 12 months.
  • Text retention: automatically keep chat text for 6 months, 12 months, or 24 months.

Shorter retention uses less storage but removes old history sooner. Retention changes control automatic cleanup; exporting important text before shortening the window is safer.

Export text history

  1. Select Export.
  2. Choose a start date and time.
  3. Choose an end date and time.
  4. Select Export text.
  5. Open the download when it is ready.

The export contains customer chat text inside that date range. It is not the same as downloading every stored media file.

When a quota warning appears

  • Media warning: delete old files or shorten media retention so new customer files can continue to be stored.
  • Text warning: export needed history. When cleanup is required, the oldest retained customer messages are removed first.
  • Full media storage: the chat message can still be visible, but a new incoming file may show that storage was skipped because the quota was full.

Your exact caps come from the store's plan and appear in the summary cards; do not assume every store has the same number.

What happens next

Retention cleanup follows the selected windows, active storage totals update, and exported text downloads can be kept outside Inbox according to your own record policy.

Common problems

  • A file preview is missing: It may be deleted, skipped because storage was full, or have failed during intake.
  • Restore fails: The item may have changed or completed permanent cleanup after the page loaded. Refresh Trash and check again.
  • Export is disabled: Choose both a start and end date.
  • Deleting media did not lower text use: Media bytes and retained text messages are separate quotas.