# How do I set a maximum number of conversations for a user in SyBox?

In SyBox, this is done in Settings > Team and customers > Users. A maximum is a target: each user can answer a set number of conversations, and gets more only when a manager raises it. When you add the user, type the number in "Starting maximum" ("Leave it empty for no maximum. The first reply in each conversation counts as one."). To see how far they are, open the user with Edit: "Conversations used:" and "Left:". To give them more, click "Raise the maximum". A small card asks…

## How to set a maximum number of conversations for a user

- A maximum is a target: each user can answer a set number of conversations, and gets more only when a manager raises it.
- When you add the user, type the number in "Starting maximum" ("Leave it empty for no maximum. The first reply in each conversation counts as one.").
- To see how far they are, open the user with Edit: "Conversations used:" and "Left:".
- To give them more, click "Raise the maximum". A small card asks "How many conversations to add?"; type the number and confirm. "Changes to the maximum" lists who raised it, by how much and when.

How it counts:

- The user's first reply in a conversation counts as one. Their later replies in the same conversation, and conversations they had already written in, do not count. Internal notes, reactions and chats with colleagues never count.

- It counts on every channel, and for "Reply with AI", forwards and scheduled messages sent by that user.

- "Done" and "Assign to me" count like a reply: free in a conversation the user has already written in (or already counted), one from their maximum in any other, even if they never write to the customer. This includes Done and Assign to me on many conversations at once from "Select".

- At the maximum, the user can still answer, finish and take conversations they have already written in. In a conversation new to them, the message box is replaced by "You have reached your maximum number of conversations. Ask your manager to raise it.", and they can neither mark it Done nor assign it, to themselves or to a colleague. They cannot start a new chat either. Removing an assignment is still allowed.

- A user with a maximum does not start broadcast campaigns.

- The workspace admin has no maximum and is notified when a user is close to their maximum and when they reach it.

- Only a manager raises a maximum: never their own, and never the admin's.

- "Lock users who have no maximum set" in Settings > Workspace > Features treats a user with no maximum as 0, so everyone needs one to reply to new conversations.

## Questions

**Q: How do I add a new agent?**

Go to Settings > Users and click "Add User". Enter a name and a password of at least 4 characters, tick their permissions, then click "Save". They sign in with that name and password.

**Q: How do I limit a user to one department?**

Edit the user. Under "Access scope", next to "Departments", click "Only", tick the department, then click "Save". If they should also put customers only into that department, set "Departments they can assign" the same way.

**Q: How do I stop an agent from seeing customers' phone numbers?**

Edit the user, untick "Show contact number" in the Inbox section, then click "Save".

**Q: How do I let an agent see only their own conversations?**

Edit the user. Untick "See conversations assigned to others", and untick "See unassigned conversations" if you want that too. Then click "Save".

**Q: How do I limit an agent to one WhatsApp number?**

Edit the user. Under "Access scope", set "Channels (read)" to "Only" and tick that number. Set "Channels (send)" the same way if they should only send from it. Then click "Save".

**Q: An employee left. Should I delete or disable them?**

Disable them if you may need them again. They are signed out at once and cannot sign in. Delete them if they will not come back. Deleting cannot be undone.

**Q: I gave a user new permissions but they don't see the change.**

Their open screen refreshes itself when permissions change. If they were offline, the change applies the next time they use SyBox.

**Q: I can't find the main admin in the list.**

Only the main admin can see and edit their own card. Other managers do not see it.

**Q: Why can't I delete or disable myself?**

This stops you locking yourself out. Ask another user who has "Manage users" to do it.

**Q: Can I give one user the same permissions as another?**

Yes. In the user form, use "Copy permissions from", check the ticks, then click "Save".

Source: https://www.smartsybox.com/help/set-a-maximum-number-of-conversations-for-a-user