# Features (SyBox) Where: Settings > Workspace > Features What it is for: Workspace-wide switches that turn parts of SyBox on or off for the whole team. Who can open it: the main admin, and team members with the "Manage organization settings" permission. ### How to use it 1. Go to Settings > Workspace > Features. ![Settings, Features: each feature has a switch; clicking it saves at once](https://www.sybox.io/res/sybox/help/use-it-1.webp?v=93d650a2) 2. Click a switch. It saves immediately. There is no Save button and no "Saved" message. 3. If the save fails, the switch moves back and an error message appears. The switches: - "Separate unread for admin": the main admin gets their own read/unread state, separate from the team. A conversation can then be unread for the admin and read for everyone else. Off by default. - "Mark as read when replied from another app": when someone answers a customer from outside SyBox (the WhatsApp Business app on the phone, or the Facebook or Instagram page itself), the conversation becomes read for the team. It stays unread for the admin when "Separate unread for admin" is on. On by default. - "Undo send": after you press send, the message waits 5 seconds before it leaves, with "Undo" and a countdown on its bubble. Click "Undo" and it is never sent: the customer sees nothing, and nothing is marked deleted. You can keep typing while it waits. Closing the tab sends whatever is still waiting. Off by default. - "Noise suppression for voice notes": the microphone cleans background noise and echo while you record a voice note. Off by default; turn it on if your voice notes sound like a room with an echo. - "Two conversation lists": a second conversation list appears between the first one and the chat, so you can keep some conversations apart, for example VIP customers or new numbers. Every conversation stays in the first list until someone moves it: open its menu and choose "Move to the second list", or "Move back to the first list". The second list shows on wide screens; on a smaller screen, or with the option off, one list shows every conversation again. Off by default. - "Short links (sybox.io)": every link in a message sent to a customer becomes a short link, https://sybox.io/ followed by a short code, which opens the original address. This covers what your team types, AI agents' replies, automations and forwards, on WhatsApp, Messenger, Instagram and Telegram. Templates, emails and messages sent through the API keep their links as they are. The conversation shows the short link, which is what the customer sees. Off by default. - "Send from the WhatsApp app when the 24-hour window is closed": when a WhatsApp conversation's 24-hour window has closed, a button hands the typed text to the WhatsApp app on your device. This is useful for numbers also used in the WhatsApp Business app. What the app sends comes back into the inbox. On by default. - "Contact country flag": shows the customer's country flag, based on their number, before their name in the conversation list. Off by default. - "Chat's incoming number": shows a small icon of your business number that the conversation came in on. It only appears when you have more than one number. On by default. - "Tint conversations with their label colours": a conversation with labels is tinted in its label colors in the list. Off by default. - "Show labels and departments under conversations": the customer's departments and labels show as small chips under each row of the conversation list. Off hides those chips in the list; the bar inside an open conversation still shows them. On by default. - "Sign-in link via WhatsApp": a team member sends the word "login" to one of your WhatsApp numbers from the phone number saved on their user. They get a one-time sign-in link back, which works for a short time. Off by default. - "Offline copy on the device": SyBox keeps a copy of conversations in the browser, so the app opens faster and can show conversations without a connection. The copy is wiped when the person signs out. On by default. - "Channel icon on avatars": a small channel icon (WhatsApp, Messenger, Instagram and so on) on each conversation's picture. Off by default. - "Lock users who have no maximum set": a user with no maximum number of conversations is treated as 0, so they cannot reply to conversations new to them until a manager gives them a maximum (see "How to set a maximum number of conversations for a user"). Off by default. - "Assign a conversation to whoever replies in it": a team member who sends the customer a reply gets the conversation; the main admin is asked first, even over a conversation nobody holds, at most once a day (see "How to give a conversation to whoever replies in it"). Off by default. - "Show the customer 'typing…'": when someone on your team starts writing a reply on WhatsApp, Messenger or Instagram, the customer sees their message read and "typing…" (see "How to let customers see that you read and are typing"). On by default. - "Send marketing templates through Meta's Marketing Messages API (optimised delivery)": marketing templates go through Meta's Marketing Messages API, or the normal way when Meta refuses it. Off by default. Under the "AI services" heading. These use AI and are off by default: - "Translate messages": Off / On / Auto. "On" means a person can translate a message from its menu when they need it. "Auto" means messages are translated automatically. Messages are translated into each person's own "Translation language", set in My profile. - "AI image scan": reads incoming pictures (and PDFs) for remote-support IDs such as AnyDesk, and adds a one-tap connect link to the message. - "Voice transcription": Off / On / Auto. "On" means a voice note is turned into text when someone asks for it. "Auto" means every voice note is turned into text automatically. ### How to let customers see that you read and are typing 1. Go to Settings > Workspace > Features. 2. Switch on "Show the customer 'typing…'". It is on by default. ![Settings, Features: the customer sees "typing…" when an agent writes](https://www.sybox.io/res/sybox/help/let-customers-see-that-you-read-and-are-typing-2.webp?v=1b77ad01) On WhatsApp, Messenger and Instagram, when someone on your team starts writing a reply, the customer sees their last message read (blue ticks, or "Seen") and "typing…", once for each message they send. Nothing is shown while you write an internal note or text that starts with "@" (a mention), or after the 24-hour window has closed. AI agents never show "typing…" on WhatsApp; their customer's message turns read only when the AI's reply has really gone out. On Messenger and Instagram the customer sees "typing…" while the AI writes. ### How to send marketing templates through Meta's Marketing Messages API 1. Go to Settings > Workspace > Features. 2. Switch on "Send marketing templates through Meta's Marketing Messages API (optimised delivery)". It is off by default. ![Settings, Features: marketing templates through Meta's Marketing Messages API](https://www.sybox.io/res/sybox/help/send-marketing-templates-through-meta-s-marketing-messages-api-2.webp?v=fe7aa1aa) Marketing templates then go through Meta's Marketing Messages API, which Meta says delivers them better. If Meta refuses it for your account, the template is sent the normal way. ### How to mark conversations done on their own 1. Go to Settings > Workspace > Features. 2. Under "Marking conversations done", type a number in "Hours without an answer from the customer before a conversation is marked done on its own (0 = never)". It saves as soon as you leave the box. 0 is the default and turns it off. The most is 720 hours (30 days). 3. From then on, SyBox checks every few minutes. A conversation is marked done when your team wrote the last message, the customer has not answered for that many hours, and the customer has written in it at least once. - These are left as they are: chats between colleagues, blocked or spam contacts, conversations where an AI agent wrote the last reply (the customer is still waiting for your team), and conversations quiet for more than a week longer than the hours you set when you switch it on. - When the customer writes again, the conversation opens again by itself, like any done conversation. - If you type something that is not a number from 0 to 720, you see "Type a number of hours from 0 to 720." and the box goes back to the saved value. ### How to ask customers to rate a conversation after it is done (satisfaction survey) 1. Go to Settings > Workspace > Features. 2. Under "Satisfaction survey", switch on "Ask the customer to rate the conversation after it is marked done". It is off by default. 3. Set the rest. Each change saves by itself: - "Channels (none ticked = all)": tick the channels that send the survey. With none ticked, every channel that can send it does. - "Minutes after Done": how long after the conversation is marked done the question goes, from 0 to 1440. The default is 5. - "Rating": "1 to 5 stars" or "👍 or 👎". - "Question" and "Thank-you message": leave them empty to send SyBox's own words in the customer's language, or write your own. - "Then ask for a comment": after the rating, the customer is asked to write a comment. Its words are in "Comment question". What the customer gets: - On WhatsApp, the question with a "Rate" list of five ratings, or two buttons, 👍 and 👎. On Messenger, Instagram, Telegram, Live Chat and TikTok, the same choices as a numbered list; the customer answers with the number. - Your own words are translated into the customer's language when message translation is on (Settings > Workspace > Features, "Translate messages"). When it is sent: - After every Done: yours, an automation's "Mark as done", or a conversation marked done on its own. - Only while the channel still lets you write to the customer (on WhatsApp, Messenger and Instagram, 24 hours from the customer's last message). The survey never sends a template and never costs a paid message. - Once per Done, and a customer is asked at most once a day. It is not sent if the customer wrote again before the minutes were up, if a chatbot is talking to them, or if they are blocked. - Email, SMS, page comments and chats between colleagues never get it. What happens to the answer: - A rating of 3 stars or more (or 👍) is saved and the "Thank-you message" goes (or the "Comment question", when you ask for a comment). The conversation stays done, and the rating is marked as read. - A low rating (1 or 2 stars, or 👎) is saved, and nothing more is sent to the customer: the conversation goes back to "Awaiting reply", so your team sees an unhappy customer and answers them. - A comment is the customer's next message within 30 minutes of the rating. It stays unread in the conversation for your team to read, and the "Thank-you message" goes. - Reopening the conversation ends its survey: the customer's next message goes to your team as usual, never as a rating. A rating already given is kept. - The survey's messages and the answers to them do not count in Analytics' "First reply". - An answer that is not a rating (a new question, for example) ends the survey, and the conversation opens again as usual. - If anything else is sent to the customer before they answer (a message from your team, an automation, a chatbot or an order message), the survey ends, so a "2" that answers that message is never taken as a rating. - A survey that was already sent still reads its answer if you switch the survey off afterwards. - Automations, chatbots and AI agents do not answer a rating or a comment. - The results are in Analytics: the "Satisfied customers" card and the "Satisfied" column in "By user" (see "Analytics"). **Q: Who is the rating counted for?** The person on your team who last wrote to the customer before the conversation was marked done. If nobody did, the person who marked it done. **Q: The survey was not sent. Why?** Check that it is switched on and the channel is ticked (or none are ticked). It is not sent outside the channel's reply window, to a customer asked in the last 24 hours, or when the customer wrote again before it was due. Some switches are not on this screen because they live on the screen they control. "Automations" is switched at the top of the Automations screen. "API gateway" is switched at the top of the API keys screen. **Q: I turned a feature off but someone still sees it.** Ask them to reload SyBox. The setting itself is saved straight away. **Q: Why is translation or transcription off by default?** They use AI on your messages, so each workspace chooses to turn them on. Source: https://www.sybox.io/help/features