---
schema_version: "1"
id: 27f02919e8a57a06103872fb8f61a62c0d808eb5ae788cf49ce70b2bdf9727dc
title: Manage Media in Agentforce Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_manage_media.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_manage_media.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e31b46fe72e5c3b4616b05c6f891bd390da9db2a304492968a0b88f75bad8354
description: Upload and manage audio files centrally for use across your inbound and outbound voice experiences, including IVR prompts, welcome messages, hold music, and recording announcements. With Media Management, Salesforce admins can upload, organize, and assign .mp3 and .wav files directly within Salesforce, without relying on external storage.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Manage Media in Agentforce Contact Center

Upload and manage audio files centrally for use across your inbound and outbound voice experiences, including IVR prompts, welcome messages, hold music, and recording announcements. With Media Management, Salesforce admins can upload, organize, and assign .mp3 and .wav files directly within Salesforce, without relying on external storage.

### Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93548e67">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93548e67 ">To manage media:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93548e67 ">
              <p>Agentforce Contact Center Admin (Salesforce Voice) permission set. </p>
              <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&amp;language=en_US" target="_blank">permissions in this permission set</a>.</p>
            </td>

          </tr>
        </tbody>
      </table>

A key use case is assigning audio to multiple interaction points, such as a company-branded welcome message and a legal compliance announcement. This ensures a seamless experience throughout the caller's journey, boosting satisfaction and improving your team's operational efficiency.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note

- For existing orgs, retry the setup on the Media Management page to migrate your data and access new features.
    
    During migration, the system:
    
    - Moves the custom label Queue Music to the Default Media Labels section, if the label exists in the old setup.
    - Shows existing associations for Music on Hold and Recording Announcement in the Custom Media Labels section.
    - Renames the user’s file by adding a suffix when its name matches a new Salesforce default file, such as Default Hold Music.
    - Uses the media file configured under Custom Hold Music instead of the default Hold Music (Music on Hold) file when a custom Hold Music label exists.
    - Links the corresponding default file to a default label if there is no file linked to that label.
    - Retains files associated with the default Hold Music or Call Recording Message labels.
    - Adds Music on Hold or Recording Announcement labels under Custom Media Labels only when a file is associated in IVR.
    - Uses the Default Queue Music file for the queue music experience instead of Hold Music, unless a label with the same name is explicitly configured.

- **[Preview and Download Media Files](https://help.salesforce.com/s/articleView?id=service.afcc_sv_preview_and_download_media_files.htm&release=264.0.0&type=5)**  
    Admins can preview audio playback directly within Salesforce across the Media Library and Media Labels tabs, as well as download files locally.
- **[Search and Filter Media Files](https://help.salesforce.com/s/articleView?id=service.afcc_sv_search_and_filter_media_files.htm&release=264.0.0&type=5)**  
    Search and filter media files in the Media Management library to locate specific audio files or custom media labels.
- **[Add Media Files](https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_media_files.htm&release=264.0.0&type=5)**  
    Upload and manage audio files within the media library to use for your voice interactions and prompt configurations.
- **[Add New Custom Media](https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_new_custom_media.htm&release=264.0.0&type=5)**  
    Assign media file from your repository to each custom media label. You can use the one you uploaded. Update or replace the assigned media at any time.
- **[Edit Custom Media Label](https://help.salesforce.com/s/articleView?id=service.afcc_sv_edit_custom_media_label_2.htm&release=264.0.0&type=5)**  
    Assign media files from your repository to custom media labels to make them available for routing flows. You can use the one you upload, update, and replace the assigned media file at any time.
- **[Edit Default Media Label](https://help.salesforce.com/s/articleView?id=service.afcc_sv_edit_media_label.htm&release=264.0.0&type=5)**  
    Update the audio file associated with a default media label in your voice service settings.
- **[Delete a Custom Media File](https://help.salesforce.com/s/articleView?id=service.afcc_sv_delete_a_custom_media_file.htm&release=264.0.0&type=5)**  
    Permanently remove media files from your Media Library when they are no longer associated with any media labels. If the file is in use, the system displays the list of media labels associated with it.
- **[Delete a Custom Media Label](https://help.salesforce.com/s/articleView?id=service.afcc_sv_delete_custom_media_label.htm&release=264.0.0&type=5)**  
    You can delete a custom media label only if it isn't referenced in any active IVR flow.