How do I limit an agent's replies in SyBox?

Updated

In SyBox, this is done in Settings > AI and automation > AI Agents. 1) Open the agent's page. 2) Under "Most replies in 24 hours", type a number in "To one customer" (the most replies to the same customer), in "To all customers" (the most replies in total), or in both. 0 means no limit. 3) The numbers save as you change them; there is no Save button for them.

How to limit an agent's replies

  1. Open the agent's page.
  2. Under "Most replies in 24 hours", type a number in "To one customer" (the most replies to the same customer), in "To all customers" (the most replies in total), or in both. 0 means no limit.
  3. The numbers save as you change them; there is no Save button for them.

The 24 hours roll: the count is always the last 24 hours. When the agent reaches a limit, it stops answering and leaves the conversation to your team, and the team sees a grey note in the conversation, for example "Furniture Co. Assistant reached its limit of 20 replies to this customer in 24 hours. Your team answers this conversation for now." The agent answers again once its count over the last 24 hours is under the limit. This is not a hand-off: the conversation is not assigned to anyone.

Questions

Which AI providers can I use?

The "Type" list under "New AI agent" shows them: Gemini, ChatGPT, Claude and DeepSeek. You need your own API key from the provider.

Who pays for the AI usage?

You do, directly to your provider, through your own key. SyBox shows the tokens used on each agent's card and in its Usage table, but does not show prices.

I created an agent but it doesn't reply to customers. Why?

An agent only answers through an automation. Go to Settings > AI and automation > Automations and create an automation with the action "Reply with AI" that uses your agent. Make sure the automation's State is "On" and the "Automations are running" switch at the top is on. Also check that:

  • the conversation has not had "Stop AI replies" chosen
  • the conversation is not blocked, marked as spam or archived (a temporary archive does not stop it)
  • nobody from your team has already replied in it (the agent stays quiet until the conversation is marked Done, until the "Answer again after" hours pass, or until someone clicks "Hand to AI" in the bar under the conversation's name).
Can the agent promise a customer a call back, a discount or a delivery date?

Not on its own. An agent does not promise anything on your team's behalf unless your instructions for it say it may.

I get "[Provider] refused the key: …"

The provider did not accept the key. Check that you copied the whole key, that it is active, and that billing or quota is set up on your provider account. Then try again.

I get "This [provider] key offers none of the models this agent can use."

Your key has no access to the models SyBox supports. Check your provider account's plan and permissions, or use another key.

The card shows "Last error". What should I do?

That is the provider's last refusal, for example an expired key or a used-up quota. Fix it on your provider account, or click Edit and paste a new key.

Can I have different agents for different numbers or channels?

Yes. Create one agent per purpose. Then create one automation per agent, each with a "Channel" condition that picks the right numbers or pages.

Will uploading a new file add to what is already there?

No. Uploading or pasting replaces the agent's whole knowledge base. Put all of that agent's material into one upload.

The agent replied to something it shouldn't have, or answered wrongly. How do I correct it?

Add or fix the information in the knowledge base, or add a rule in "Your instructions". Then use "Try a question" to check the new answer.

Can the agent assign conversations or add labels?

Yes, through your instructions. Use the numbers listed under "Your instructions", for example "assign it to user 3" or "add label 1".

More about AI Agents.