Test changes in a sandbox
Make a copy of your workspace to build and try configuration without touching production.
For: Workspace admins (Enterprise add-on)Steps
- Open Settings → Sandboxes and select New sandbox.
- Give it a name. Keep Mask personal data on unless you need real customer data — names, emails, phone numbers, addresses, IC numbers and message text are replaced with realistic fake values before anyone can open it.
- Pick any other admins who should get in. Everyone else in production is not added; invite more people from inside the sandbox.
- Wait for the status to show Ready, then select Open. The sandbox has its own address and an amber Sandbox banner on every page.
- Change what you need: routing, SLA policies, templates, workflows, agents, roles and more.
Good to know
- Emails, SMS, messaging apps, webhooks, payments, MyInvois submissions, external MCP tools and AI never leave a sandbox. Settings → Sandboxes inside it lists what was held back.
- Passwords and keys of integrations are not copied. They show as Reconnect in sandbox.
- Refresh from production replaces the sandbox's data with a fresh copy; delete removes it and its database for good.
Still need help? Contact support