Media

Media is your account's library of files: floor plans, photos, brochures, videos, virtual tours, logos and captions. A file is uploaded once and can be used on any page that needs it. When you replace it, every page that shows it shows the new one.

Who owns a file#

• An account file can be used by every community. Owners, admins and editors add and change them.
• A community file belongs to one community. Most floor plans are like this, because each community's apartments are different. Owners, admins and editors can add them for any community, and group managers for their own.

Owners and admins can turn off Group managers may add their own media on the Media page. With it off, group managers can still see and use files, but cannot add or change them.

Add files#

Go to Media and choose Add media.

1. Choose what the files are (a floor plan, photos, a brochure) and who they belong to.
2. Choose one or more files. Each gets a title from its file name, which you can change.
3. Describe each photo and floor plan in a few words, for people who use a screen reader. Pictures without a description are marked No description in the library.
4. For a single floor plan, you can add its name, bedrooms, bathrooms and square feet.

Floor plans can be images or PDFs. Brochures and documents are PDFs. Files larger than 8 MB upload straight to storage, so a large video does not have to pass through our servers.

Add many files at once#

Choose Add many to add a whole folder of floor plans and photos. Name the files after the community and the service or option they show, such as Lakeview - Studio.pdf or assisted_living_one_bedroom.png, and each row is filled in for you: what the file is, who it belongs to, and what it is shown for. The names are matched against your communities and your services' and options' names and other names; nothing is guessed beyond that. Check every row (and describe each picture), then choose Add (Add 3 files for three). A file that cannot be added or linked says why on its row, and the rest go on.

Only put things in Media that you would put on your own website. Files here can be opened by anyone with the link, which is what lets a caller see them from a text message without signing in. Never upload anything about a caller.

Show files for what you sell#

A file shows callers what it describes once it is linked: to a service, to an option such as an apartment type, or to a community in general. Link a floor plan to the option it shows (Studio, One bedroom) and it appears for every service priced by that option, at every community that offers it. A community that does not offer two-bedroom apartments never shows the two-bedroom plan.

• For every community: go to Pricing → Services and options. Choose Media beside a service, or click an option, then Add from library or Upload. Owners, admins and editors do this.
• For one community: open the community and its Media tab. It lists the community in general and each service and option it offers, with the files it shows for each. Files the account added are marked From the account.

On a community's Media tab you can also:

• Hide here: stop showing one of the account's files at this community only.
• Use our own: show the community's own file in its place, at this community only. Use the account's again undoes it.
• Add from library or Upload: add the community's own files.

Group managers can do all of this for their own communities, unless an owner or admin has turned off Group managers may add their own media.

See what is missing#

The By community tab on Media shows every community against what it offers: the community in general, each service and each option. Each cell counts the files that community shows. A cell is marked when something is missing: an option with No floor plan, or a service with nothing to show. A dash means the community does not offer it. Click a community to fill its gaps on its Media tab.

Link or archive many files#

Choose Select above the library, pick the files, then Link to… to show them all for one service, option or The place in general, at every community or one (at one community, only what it offers is listed), or Archive to archive them together. Files that cannot be linked or archived are listed with the reason and stay selected; the rest are done. Logos and captions are not shown on pages, so they are left out of a link. Turn on Not linked to find files that are not shown anywhere yet.

Specials#

Choose Media beside a special in Pricing → Specials to add a flyer or photo to it. Its files show beside the special on callers' follow-up pages, only while the special is running and only at the communities it covers. A special's files are the account's: communities do not hide or replace them.

On the follow-up page#

Add the Floor plans and photos section to a playbook's follow-up page (Playbook → Follow-up page). It shows the floor plans, photos and brochures of the services the caller asked about, as their community shows them, with each floor plan's rooms and size. When the caller asked about nothing, the section is left out. The Photos section shows the photos and the virtual tour linked to the community in general; they are the only photos it shows.

Pages already sent show the files as they are now: a replaced floor plan or a hidden photo changes on them too.

On calls#

The agent knows which communities have floor plans and photos for what, and each floor plan's details, but never the files themselves.

• "How big is the studio?" The agent answers from the floor plan's rooms and size, which you type on the floor plan in Media. It says them in the playbook's Describing a floor plan line (Playbook → Guardrails, How prices are said), for example "The Aspen is about six hundred fifty square feet, with one bedroom." When an apartment type has several floor plans, it gives the smallest, "starting at". It never says a size or room count that is not typed on a floor plan, and never describes what a picture shows.
• "Can you send me the floor plan?" The agent says what will really happen. If the caller has booked and their confirmation includes their follow-up page, it says the floor plan will be on that page. If they still have to agree to a text, it offers to text it. Otherwise it says a team member will send it, and the call gets a follow-up for your team ("Send the information promised").

The follow-up page's Floor plans and photos section shows what the caller asked to see first.

Changes in Media reach calls within a minute or so.

In the website chat#

Turn on Show floor plans and photos on the playbook's Website widget tab, under The widget on your website. When a visitor asks to see a floor plan or photos, they appear under the reply as cards, chosen for what the chat is about. Off by default.

On booking pages#

A booking page for one service can use that service's first photo as its cover. In the page editor, under the brand and cover photo, turn on the switch to use the service's first photo from Media. The page's own cover photo, if it has one, comes first.

Answer questions from a brochure#

Open a brochure or document and turn on Also use this to answer questions. Its text becomes a knowledge document, so the agent can answer callers from it like anything else in Knowledge. When you replace the file, the agent's copy is read again; archiving the file, or turning the switch off, removes it. Owners and admins turn this on, since it changes what the agent may say.

The text is read from the PDF itself. A brochure made of scanned pictures of pages has no text to read, and says so.

Use a file from the library#

Wherever you can upload a picture, video or captions file (a staff photo, a community photo, a logo), choose From library to use one that is already there.

Replace a file#

Open a file and choose Replace file. The link stays the same, so every page, email and saved setting that shows the file shows the new one within a few minutes. A photo can be replaced with a photo of another type (a JPEG for a PNG); a PDF is replaced by a PDF.

The file it replaced is kept under Versions for 30 days. Choose Use this one to go back to it. A large file you replace is sent straight to storage; if sending it fails, the space it held is given back at once.

Archive and delete#

Archive takes a file out of the library without deleting it; Bring back returns it. When the file is shown on a service, an option or a community's pages, Archive first lists where it will stop showing and asks you to confirm. Delete removes the file and every earlier version for good.

Neither is allowed while a saved page or setting still shows the file. The file's page lists where it is shown under Where it is shown: remove it there first.

Storage#

The bar at the top of Media shows how much of your account's storage the library uses, including the smaller copies we make of each picture and PDF so pages load quickly on a phone. Each account has 5 GB to start with. When the library is nearly full the page warns you; once it is full, new uploads are refused until you delete files you no longer use. Contact us if you need more.