Your image library

Where the library lives

The library is not a page in the menu. It opens from the image fields listed below: click Choose image — or Change, if the field already holds one — and a window called Your images appears, described as "Everything this organisation has uploaded. Pick one to reuse it, or add a new one."

Click a tile to put that image in the field you opened the window from. That is the whole interaction. In the chat widget and brand image fields the picture is reused where it already lives, so picking one copies nothing and changes nothing else. The Default watermark field is the exception: it takes a resized PNG copy of what you picked, so changing the original later leaves the watermark exactly as it was.

The library is organisation-wide on purpose. A company logo is not one brand's property, and before the library existed the same file had to be found on disk and uploaded again for every field that wanted it. There is no separate permission for it either: anyone who can open a screen with an image field can pick from the library, add to it and remove from it.

When you open the picker from a brand's own settings, the images uploaded there are sorted to the front, with the rest of the organisation's images after them.

Every field it sits behind

Where	Field
Brand → Chat widget → Appearance → Branding	Default Logo and Bot Avatar — see Branding, Menu & Dark Mode
Brand → Chat widget → Appearance → Home Screen	the background Image, which only appears when Background Style is set to an image — see Background Styles
Brand → Brand settings → General	Brand icon and Brand logo. Each is a main image plus an optional second version for light or dark mode, so one field opens the picker twice once you switch on Add a second version for light or dark
Brand → Brand settings → Social	Default watermark
Marketing → AI Social Posting → Autopilot, or the post composer's image step	Watermark logos, opened by the gear button — this one shows the library as a plain list with an Add button per row, not the Your images window; see Images & watermarks

The brand icon and logo fields are documented in full on Brand settings.

The window offers the whole organisation's library everywhere, but the chat widget's three Appearance fields can only display images that were uploaded from a widget field in the first place. Pick a brand icon, a brand logo or a watermark into one of them and the picture may come out blank. Upload the file again from the widget field itself — it works there, and it joins the library like any other upload.

The library is not behind the image button in the article editor. Pictures you add to a knowledge base article, a documentation page, a blog post or an email are uploaded straight into that piece of content and never join the library.

Adding an image

The first tile in the window is Upload. Choose a PNG, JPEG or WebP file: it goes into the field you were filling and stays in the library for next time.

What happens to the file on the way in:

The bytes are checked to confirm it really is an image, whatever the file is called.
Camera metadata is stripped, and a photo's rotation is baked in so it is stored the right way up.
It is scaled down to at most 1024 pixels wide — 512 for the watermark field, where the logo is composited small. A smaller image is left at its own size.
The file keeps its original format. There is no WebP conversion, so a PNG with a transparent background stays transparent, which is what most logos need.
Files that are too large are refused before any of this processing happens, with a message naming the maximum.

Each tile is labelled with the file name minus its extension. There is no way to rename it afterwards.

Uploading the same file a second time adds a second entry rather than replacing the first — every upload is stored under its own name. You then have two identical tiles carrying the same label, and no way to tell them apart, because tiles cannot be renamed. If an image is already in the library, pick it instead of uploading it again.

Removing an image

Hover a tile inside the window and a small red bin button appears. It asks you to confirm — Remove image, naming the image — and then one of two things happens:

Nothing is using the image. You get "Image deleted". The entry and the stored file are both gone.
Something is still showing it. You get "Removed from your images", with the explanation "The file itself was kept — either something is still showing it, or it predates your library."

The second case is deliberate, and it is the important part of this page. The library lists images that live in the same places everything else has always read them from, so an entry can be the very file a visitor's chat bubble, a public documentation header or a watermarked post is displaying right now. Deleting the file because someone tidied their library would break those silently, with nothing to restore. So the entry stops being offered for re-use and the file stays where it is.

Every place one of these images can be used is checked: a chat widget's logo, avatar and home-screen background, a brand's icon and logo including their second light or dark version, a documentation logo, and a social watermark. Do the clearing first if you want the file itself gone. Take the image out of every field still showing it, and only then press the bin. Press the bin while something is still using it and the library entry disappears anyway — the file left behind can no longer be reached from here to delete.

Two controls sit close together and do different things. Remove under the picker only empties the field you are editing; the image stays in the library. The red bin inside the window — an icon with no label — is the one that takes the image out of the library.

When the library is full

Each organisation can keep a generous number of images, enough for normal use. If you do reach the limit, the upload fails with "Could not upload that image" and the explanation "Your image library is full — delete an image before adding another." Remove images you no longer use, or ask support to raise the limit for your organisation.