SyBox help center

Getting started

• What SyBox is

  SyBox is a team inbox. It puts your company's WhatsApp Business numbers, Messenger, Instagram direct messages…

• Getting a workspace

  Your company works in its own SyBox "workspace". There are three ways to get one.

  • Subscribe online
  • Activate a trial workspace from an invite
• First steps after your workspace is ready
  • Get your workspace ready for your team
• Signing in

  The sign-in page has a language picker at the top. Its footer links to the Privacy Policy, Terms of Service and Data…

  • Sign in
  • Sign out
• Forgot password

  The "Forgot password?" link only appears if your workspace allows password reset.

  • Reset your password
• Signing in with Google

  If the "Sign in with Google" button appears on your sign-in page, you can use it once your Google account is linked to…

  • Link your Google account
  • Sign in with Google
• Signing in with a WhatsApp link

  Some workspaces have the option "Sign-in link via WhatsApp" turned on. Workspaces created from an activation invite…

  • Sign in with a WhatsApp link
• Languages

  SyBox is available in 11 languages: English, Arabic, French, Spanish, Italian, German, Portuguese, Malay, Indonesian…

  • Change the language
• Using SyBox on your phone

  You can install SyBox on your computer or phone like an app, for quick access. It can also show messages you already…

  • Install SyBox
• Where to get help
• Official pages

  The SyBox website has these official pages: Features, About, Pricing, Developers, Privacy Policy, Terms of Service…

• Policies summary

  This is a short summary. The official pages are the final word.

Settings

My profile

• My profile
  • Open it
  • Save your profile
• Two-step verification
  • Turn on two-step verification
  • Turn off two-step verification

Inbox

• The conversation list

  The left side of the inbox is the conversation list. Each row is one customer or one chat with a colleague. A row can…

  • Filter the list
  • Use the advanced filter and save filters
  • Mark every conversation as read, or load older conversations
  • Show the oldest conversations first
  All 14 guides →
• Sending messages

  File limits you may see

  • Send a text message
  • Add an emoji
  • Send a photo, video or file
  • Edit a photo before you send it
  All 13 guides →
• Working with a message

  What is in the message menu

  • Open a chat from a phone number in a message
  • Open a message's actions
  • Forward a message
  • Forward several messages together
  All 5 guides →
• The 24-hour window and templates

  WhatsApp lets you send normal messages for 24 hours after the customer's last message. While the window is open, a…

  • Reach the customer when the window is closed
• Quick replies, internal notes and mentions
  • Use a quick reply
  • Write an internal note (only your team sees it)
  • Show a conversation to a colleague who cannot see it (@open)
  • Mention a colleague
• Assigning, departments and labels
  • Assign a conversation to yourself
  • Assign a conversation to a colleague
  • Give a conversation to whoever replies in it
  • See who is online
  All 6 guides →
• The bar above a conversation: labels, departments and AI

  Under the name at the top of a conversation there is a bar with what you need to know about this customer at a glance.…

  • Stop or allow AI replies in one conversation
  • Hand a conversation back to the AI
• The contact panel
  • See and edit a contact
  • Paste a picture as the contact's photo
  • Add a number for a WhatsApp customer who came without one
• Starting a new conversation
  • Start a new chat
• Email
  • Read an email
  • Spot a possible scam email
  • Reply to an email
  • Open or save an email attachment
  All 5 guides →
• Team chats: personal messages and the Team room

  The Team room

  • See only your team's messages
  • Message a colleague privately
  • Create a group of colleagues
  • Manage a group's members
• Walkie-talkie between colleagues

  Hold a colleague's name and talk: they hear your voice at once, in every SyBox tab they have open, like a…

  • Talk to a colleague on the walkie-talkie
  • Know if your colleague is hearing you
  • Stop walkie-talkie talks from reaching you
• Contact support

  Talk to the SyBox support team from inside your inbox. Each user has their own support conversation: nobody else in…

  • Contact SyBox support
• Notifications and sound

  What you can do from a notification

  • Turn on notifications
  • Change sound and notification settings
  • Get notifications from only some of your lines
  • Pause notifications outside your working hours
• Appearance and language
  • Change the theme
  • Switch between light and dark
  • Choose what Enter does ("Enter is send")
  • Choose the size of the message box ("Large message box")
  All 5 guides →
• Installing SyBox as an app

  On a computer or an Android phone (Chrome or Edge)

• My sessions and signing out
  • See where you are signed in
  • Sign out of this device
• Keyboard shortcuts
• Common problems
• CRM cases

  The CRM keeps track of customer cases next to your conversations. There are four kinds of case, and each has its own…

  • Turn a chat into a case
  • Create a case from the CRM section
  • Add a note
  • Attach a picture, file or voice note
  All 8 guides →
• Conversation access links

  An access link lets someone outside your company, such as a courier or a supplier, open ONE conversation in their…

  • Create an access link
  • Share it again later
  • See who is using a link, and sign a device out
  • Switch a link off, or delete it
• Private conversations ("Visible to me only")

  The workspace's main admin account can hide a conversation from the rest of the team. Once it is hidden, only that…

  • Make a conversation visible to you only
  • Give it back to the team
• Hiding customer numbers ("Show contact number")

  On the Users screen, "Show contact number" decides whether a user may see customers' phone numbers. When the box is not…

  • Hide numbers from a user
• Voice notes: transcription and AI summary

  SyBox can turn a customer's voice note into text and make a short bullet-point summary of a long one. Both use the…

  • Turn voice transcription on or off
  • Transcribe a voice note (when the option is "On")
  • Get the AI summary of a long voice note
• Verification code card on emails

  When an email arrives that contains a one-time code (a verification or sign-in code), SyBox shows the code in its own…

  • Copy a verification code from an email
• AI image scan (receipts, cheques and remote-support IDs)

  When the AI image scan is on, SyBox reads the pictures and PDF files customers send (on WhatsApp, Messenger, Instagram…

  • Turn the AI image scan on
  • Correct an amount the scan read wrong
  • See all payment receipts in one place
• WhatsApp voice calls in the browser

  Customers who call your WhatsApp Business number can be answered from the SyBox inbox in your browser, and agents can…

  • Answer a call
  • Decline, mute and end a call
  • Call a customer on WhatsApp
• Ads

  When a customer starts a conversation by tapping a Click-to-WhatsApp, Facebook or Instagram ad, SyBox shows which ad…

  • Open the Ads view
• Products and catalogue orders

  When a customer orders from your WhatsApp catalogue, the order appears in the chat as an order card. Every product that…

  • Open Products
  • Give a product a name, description and picture (needs the "Manage products" permission)
• Who is viewing a conversation (presence)

  SyBox shows who else on your team has the same customer conversation open, so two people don't reply at once.

Analytics

• Analytics

  Who can see it

  • Open Analytics
  • Watch the team right now ("Live")
  • Download Analytics as a CSV file
  • Get the Analytics report by email

Broadcasts

• Automatic pause when a number's quality drops

  SyBox protects your WhatsApp number by holding template messages when WhatsApp says the number's quality is low.

  • Check your number's quality

AI agents

• Language, voice notes and checking figures

  Replies in the customer's language