# Download media, delete messages and delete conversations in Mujib

> Download media from conversations, delete a WhatsApp message for everyone or remove an undelivered reply, delete conversations for good, and what goes where.

To download media in Mujib, open **Message actions** on any message with a photo, a voice note or a file and press **Download**; the file saves to your device. The same menu deletes a message you sent on WhatsApp for everyone, or removes a reply that never reached the customer.

## How do I download a photo or a voice note from a conversation?

Open **Message actions** for the message, then press **Download**.

1. On a computer, hover over the message and press **Message options**. On a phone, press and hold the message.
2. In **Message actions**, press **Download**.
3. The file saves to your device's downloads folder.

**Download** appears for photos, stickers, voice notes, videos and documents, whenever the file is there. Clicking a photo in the conversation opens it full size in a new tab. An attachment that stayed a link on Meta's side opens in a new tab from **Download**, and you save it from there.

![The Message actions card for a photo the agent sent, with Download and Delete for everyone](https://docs.mujib.ai/shots/en/inbox-message-actions.webp "On a computer, “Message actions” for the price-list photo the agent sent shows “Download” and “Delete for everyone” under the reactions and “Copy text”.")

## Which media does Mujib keep?

Mujib keeps the photos and voice notes your customers send, but not everything on every channel:

| Type | WhatsApp | Messenger and Instagram |
| --- | --- | --- |
| Photos | Kept up to 5 MB, stickers too | Kept up to 5 MB |
| Voice notes | Kept up to 10 MB | Kept up to 5 MB |
| Videos and documents | Not kept; open them in WhatsApp on your phone | Stay a link on Meta's side, which works while the link is valid |
| What your team or the agent sends | Kept | Kept |

- An attachment Mujib has no copy of shows **Attachment unavailable** in its place; the message's own text still shows.
- On Messenger and Instagram, a file over the limit stays a link on Meta's side, like a video.
- Some Meta messages cannot be shown in Mujib at all, and a line such as **An Instagram message that can’t be shown here — open it in the app** appears. Open them in that app.

## How do I delete a message I sent on WhatsApp?

Choose **Delete for everyone** in **Message actions**, and the message is deleted from the customer's WhatsApp chat.

1. Open **Message actions** for the message.
2. Press **Delete for everyone**, shown in red just before **Close**.
3. Mujib asks: **Delete this message for the customer? They may have read it already.** Press **Delete for everyone** again to confirm, or **Cancel**.
4. The message shows **Deleting…**, then **This message was deleted**.

- The option appears on every message that went out from your side on WhatsApp: the agent's replies, your team's dashboard replies, and messages sent from the business phone. Only accounts with **Reply to customers** see it.
- It stays available for 47 hours after sending, then disappears.
- In Mujib, the message's text, attachment and reactions are cleared, and a line saying it was deleted keeps its place.
- The customer may have read it before you deleted it; deleting does not change that.
- If the delete does not go through, **Could not delete — make sure WhatsApp is connected and try again.** shows; make sure WhatsApp is connected and try again.

## How do I remove a reply that never reached the customer?

A reply that failed to send, on any channel, is removed from the conversation in Mujib only, because it never reached the customer.

- If **Not delivered — this message failed to send.** shows under the message, open **Message actions**, choose **Remove from the conversation** and confirm. **An undelivered message was removed** keeps its place.
- If the send fails right away in the dashboard, **Send again** and **Delete** show under the message, to send it again or discard it.

## Which messages can't be deleted?

Mujib offers a delete only when it can really delete:

| Message | Why it can't be deleted |
| --- | --- |
| The customer's messages | Mujib does not delete what a customer wrote |
| Your Messenger and Instagram messages once delivered | Meta does not let a Page delete a delivered message |
| A WhatsApp message older than 47 hours | WhatsApp no longer deletes it for the customer |
| A message still sending | Nothing has reached the customer yet to delete |

## What happens when the customer deletes their message?

The message stays visible to you in Mujib with a line such as **The customer deleted this on WhatsApp**, so nobody answers it as if it still stood.

- Its reactions go, as they did in the customer's chat.
- The agent does not reply to a message the customer deleted, and does not rely on it.
- If you delete a message for everyone from WhatsApp on the business phone, it stays visible in Mujib with **Deleted from the business phone**.

## How do I delete a whole conversation?

You select the conversation in the list and delete it, and the deletion is permanent.

1. Choose **Select conversations** at the end of the filters.
2. Tap the conversations to delete, or **Select loaded**.
3. Press **Delete**, then **Confirm**.

> **Deleting a conversation cannot be undone**
>
> The conversation is removed from Mujib with all its messages and internal notes, along with the photos and voice notes your team sent in it. It cannot be restored.
- The customer and their details stay in Mujib, and if they write again, a new conversation starts.
- Nothing changes on WhatsApp, Messenger or Instagram: the chat stays in the customer's app and in yours.
- Deleting needs the **Reply to customers** permission. Staff tied to a branch delete only their branch's conversations, not the ones assigned to no branch.
- To request deletion of data from Mujib, see [Data deletion](https://docs.mujib.ai/en/security/data-deletion/).

## Frequently asked questions

### Does deleting a conversation in Mujib delete it from WhatsApp?

No. It removes it from Mujib only; the chat stays as it is in the customer's app and in yours.

### Can I delete a message I sent on Messenger or Instagram?

Not once it is delivered. Meta does not let a Page delete a delivered message. You can only remove a reply that never arrived.

### How long can I delete a WhatsApp message for everyone?

For 47 hours after sending it. After that the option disappears, because WhatsApp no longer deletes it for the customer.

### Why can't I see a video the customer sent on WhatsApp?

Mujib does not keep videos and documents that arrive on WhatsApp, nor files over the size limit, so **Attachment unavailable** shows in their place. Open them in WhatsApp on your phone.

### If the customer deletes their message, does it vanish from Mujib?

No. It stays visible to you with a line saying the customer deleted it, and the agent does not reply to it.

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Source: https://docs.mujib.ai/en/inbox/media-download-delete/ · Last updated: 2026-11-04