Zellbox

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FAQ ​

A single index of the questions that come up most often, grouped by where they live in the product. Each section links to the page where the question is answered in context. If your question isn't here, open Support from the left sidebar — the Zellbox team will get back to you.

Daily work ​

Dashboard ​

  • Why don't I see the WhatsApp pending-replies list? That widget is scoped to members with the WhatsApp-manager CRM role — ask an admin to grant it on the Team page. The email pending-replies list shows for every operator.
  • What's the panel on the right? A read-only cheat-sheet of Meta's WhatsApp reply rules — the 24-hour customer-service window, what you can send inside vs outside it, and the opt-in requirement. See WhatsApp for the full reference.
  • Where are my upcoming events? The Calendar page is the source of truth for events. The dashboard intentionally doesn't duplicate it — it's a triage view, not a calendar.

Customers ​

  • Why is "Refresh" different from the auto-refresh toggle? Refresh reloads the list once; auto-refresh reloads on the cadence you pick.
  • How do I permanently delete a customer? Archive is the primary path — archived customers disappear from the active list but stay on file for audit.

Calendar ​

  • Why don't I see events from a shared calendar? Make sure it's ticked in the calendar-filter pill. Newly-shared Google calendars don't auto-appear; you select them explicitly.
  • An event I deleted on Google still shows up. Refresh, or wait up to 5 minutes — the next sync will pick up the cancellation.
  • Why is the title in red with a strikethrough? That event was cancelled (either by you in Zellbox or via Google's side). It stays visible for reporting.

Sync status ​

  • A job is stuck on "Running" forever. Trigger a fresh refresh to start a clean job. If it keeps happening, open Support from the sidebar.
  • Can I see the individual events the safety guard blocked? Yes. Expand the quarantined branch on the Sync status page and click View held events →. Older quarantines (from before this feature shipped) show a Recover details from Google button instead — one click re-fetches the cohort and populates the list retrospectively.
  • What if I approved a quarantine by accident? Open Recovery, filter by Quarantine approved + your time range, and Restore individual events. The 90-day window starts from the moment the event was approved/cancelled.
  • Will quarantined jobs retry on their own? No — they wait for human review. The next clean sync re-evaluates them; if Google has since updated the data, the cancellations may go through automatically.

Recovery ​

  • I deleted an event by mistake — is it gone forever? No. Cancel + Delete + Reset all snapshot the event first. Go to Recovery and click Restore on the row. You have 90 days.
  • Why is the restored event on Zellbox but not on Google? Restore lives in Zellbox's mirror. The original Google event is already cancelled or deleted from Google's side; restoring locally doesn't revive it on Google. Re-create the event on Google manually if your team needs it there.
  • Can I restore the same backup twice? Yes. Each Restore creates a fresh mirror row; the backup record stays for as long as the 90-day window. The Restore button changes to "Restore again" once you've used it.

Documents ​

  • What happens to documents on a workspace deletion? All documents owned by the workspace are queued for deletion along with the rest of the customer data.
  • Can two operators upload the same file? Yes — each upload is a separate entry.

Chat ​

  • Can I start a chat with myself? No — direct chats need two different people. Use Reminders if you need a self-note.
  • How are chats stored? Encrypted at rest by Zellbox's infrastructure provider. The Zellbox team can read them; we never share them with third parties.
  • Are deleted messages truly gone? The body and attachments are cleared; the message slot stays so the timeline preserves order. There's no in-product undo, but the Zellbox team can recover a deleted message within ~30 days — open Support from the sidebar.

Communication ​

WhatsApp ​

  • The customer's opt-in switch is off — why? Zellbox respects the customer's consent state. If WhatsApp opt-in is off you can't send outbound. Toggle it on from the customer's Consents tab once they've explicitly opted in.
  • How are inbound messages routed? Meta delivers the message to Zellbox; any operator with the WhatsApp-manager CRM role can see and reply.

Email ​

  • Where do bounces go? Bounce notifications appear inline in the thread as a system message.

Account & admin ​

General ​

  • Is the workspace name visible to customers? Yes — on calendar invites (as the organizer name) and on emails Zellbox sends on your behalf.
  • Where do I change plan? Click Manage plan on the Plan card; it opens the pricing page where you can upgrade.
  • What if my card fails on renewal? The payment provider retries on its standard schedule. The workspace stays active during retries. If they all fail, write actions are blocked until payment is sorted.
  • Where do I see / download past invoices? Through the billing emails Zellbox sends out — there is no in-app invoices list.

Team ​

  • Can a member become an admin later? Yes — click their role chip and pick admin; the change is immediate.
  • What does "disabled" look like to the member? They can still open the sign-in page but get a clear "your account has been disabled" message — sign-in is blocked.
  • Does removing a member delete their work? No — customers they created, events they scheduled, and messages they sent remain attributed to them. Only their membership in the workspace is removed.

API keys ​

  • Are keys workspace-scoped or member-scoped? Workspace-scoped. All admins can see and manage all keys in their workspace.
  • What does "last used" tell me? The most recent time the key authenticated a request. Useful for finding stale keys to retire.

Google sync ​

  • Does Reset affect other workspace members? No. Each operator has their own Google connection; resetting yours doesn't touch anyone else's events.
  • Why isn't this on /calendar? It's deliberately tucked into Account → Google sync to keep it out of the day-to-day flow.

Templates & data ​

Email templates ​

  • Can I HTML-format the body? Yes — the HTML body is the primary content; the text body is the plain-text fallback.

WhatsApp templates ​

  • Why isn't my new template showing? Click Refresh now. If it's still missing, the template is probably still in PENDING review at Meta — toggle Show all statuses to see it.
  • Can I edit a template here? No. Edit in Meta Business Manager, re-submit for review, then refresh.
  • What happens if Meta revokes a template? It moves to REJECTED / PAUSED / DISABLED. Zellbox won't let operators send it until it's APPROVED again.

WhatsApp scripts ​

  • Can I send a script outside the customer's 24-hour window? No. Meta requires approved templates outside that window; scripts are free-form text and Meta will reject them. Use a template send from the Activity tab instead.
  • Can I have multiple scripts in the same workspace? Yes — each script is its own folder tree, so you can split scripts by use case (greetings, reminders, support flows, etc.).

Questionnaires ​

  • Can I version a questionnaire? Each save increments the questionnaire's version. Already-submitted responses keep the version they were filled with, so old responses still render correctly even after the template changes.
  • Who fills questionnaires? Operators only. Customers can't fill them directly.
  • Why is a cell on my filled spreadsheet rendered fully black? It's a display bug, not styling you applied. Open Support from the sidebar to recover the cell's content.

Customer fields ​

  • Can custom fields have validation rules? Type-level checks only — number, email, phone, URL, and date are validated by shape.
  • Can I share fields across workspaces? No — each workspace has its own schema.
  • Are custom-field values searchable? Yes — the customer-list search hits text-type custom field values too.

Imports ​

  • Can I undo an import? Not directly — there's no bulk-undo. If you spot a mistake immediately, archive each erroneous customer one at a time from their detail panel.

Insights ​

Events ​

  • Are these numbers live? Yes — recalculated every time you open the page.
  • How are cancellations counted? Any cancelled or deleted event counts.

Reference ​

List values ​

  • Can list values have colors? Not today.
  • Do list values translate? Not today — labels are stored as literal strings; the operator's UI language doesn't transform them.

Zellbox documentation

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