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Use Library → Gallery to manage reusable assets AI Assistant can reference in support responses. Gallery is designed for files that support an answer rather than replace the underlying policy or procedure.

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Supported asset types

The Gallery currently supports:
  • images;
  • PDFs;
  • videos;
  • externally hosted URLs; and
  • ZIP-based batch uploads for grouped process assets.
The uploader applies file-size limits by media type. The current UI allows up to 10 MB for images/PDFs and 50 MB for videos.

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Add useful metadata

A Gallery item can include:
  • title;
  • description;
  • active state;
  • language code;
  • process/group information;
  • step number; and
  • Assistant targeting.
Good descriptions matter because the model needs to understand when the asset is relevant, not merely that an image named final_v3_REAL.png exists.

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Target assets to Zendesk context

For Assistant organizations, Gallery assets can be targeted using supported Zendesk metadata such as:
  • groups;
  • organizations;
  • languages; and
  • tags.
This helps prevent a screenshot or form intended for one workflow from appearing in an unrelated ticket.

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Group multi-step assets

ZIP uploads can represent a process with several steps and localized variants. Use consistent filenames and a clear process title so RAUM can distinguish:
  • Step 1 vs Step 2;
  • English vs French; and
  • one workflow from another.

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Activate or deactivate

Deactivate an asset when it should remain stored but should no longer be considered by Assistant. Delete it when it should no longer exist in the organization at all. Gallery can also exist in organizations with AI Chatbot, but Assistant’s Zendesk targeting does not automatically become a public Chatbot permission rule. Review customer-facing publication separately when the same asset might be exposed to website visitors.

Library overview

Understand where Gallery and temporary Updates fit.

Procedures

Keep the business rule in a procedure and the supporting file in Gallery.