Your workspace

A workspace is one Vroxy account: one widget, one knowledge base, one set of conversations, and the people who work them. Everything the widget produces — visitors, chats, feedback, reported errors — belongs to exactly one workspace and is never visible from another.

You can own up to 25 workspaces. Create another one from the workspace switcher in the sidebar (“+ New workspace”); you become its owner and land on its Embed page with a fresh API token.

The URL shape

Every workspace page lives under a tenant-scoped path:

/w/<workspace-id>/<slug>/chats

<workspace-id> is the stable lookup key — it never changes. <slug> is the human-readable part and is purely cosmetic: a stale slug still resolves and redirects (301) to the canonical URL. Because the id is in the URL, a link you paste into Slack always opens the workspace you were looking at, not “whichever workspace the recipient last used”.

Bare /workspace (and any older /workspace/… bookmark) redirects to the canonical URL for your current workspace.

The pages

Dashboard — chats today and total, open feedback, visitors active in the last 24 hours, and the dispatch connection status (see Feedback to fix).

Chats — every conversation the widget has produced. Covered below.

Rooms — internal, member-to-member chat that visitors never see. See Rooms.

Feedback — UI feedback filed from the widget by your own admins. Each ticket moves through open → triaged → resolved, or is dismissed. See Feedback to fix.

Visitors — everyone the widget has seen. Filter to those seen in the last 24 hours, or split identified (has an email or an external_id) from anonymous. A visitor’s page shows their identity fields, whatever custom attributes you passed to identify, their ten most recent chats and their most recent feedback. Deleting a visitor is a soft delete — their chats and feedback are hidden, not purged — and can be undone with Restore.

Docs — the knowledge base the bot answers from. See Knowledge base.

Tools — custom actions you teach the bot. See Custom bot tools.

Errors — exceptions reported from your app and from the widget. See Error reporting.

Embed — installation only: the snippet, your public key, the identity-verification secret, the origin allowlist, and the “regenerate API key” button.

Settings — how the widget looks and talks: header title, greeting, brand color, bot model, system prompt, glossary, visitor tracking and chat auto-close. See Bot settings.

Email — the support email channel: the address to forward or publish, which address replies come from, and a setup check for the whole round trip. See Email as a support channel.

API tokens — server-to-server keys owned by this workspace.

Members — who is in the workspace and at what level.

Working a chat

The chat list is paginated 25 at a time. You can filter by state (live vs ended) and by Wants a person — chats where the visitor, or the bot on their behalf, asked for a human and the chat is still open. That second filter is the queue you actually work.

Search (?q=) is a loose, case-insensitive substring match across three places you might remember a conversation from: the chat’s title, the visitor’s identified name or email, and the body of every message in it. When the hit is inside a transcript, the list shows a highlighted snippet of the matching message so you don’t have to open every result.

Opening a chat gives you the full transcript — visitor messages, bot replies, attachments, and the page the visitor was on when they started (and where they are now). From there you can:

• Reply. Replying takes over the conversation: the chat flips to human handling and the bot stands down, so the visitor never hears two voices in one thread. Your reply is labelled as coming from you, not the bot. A reply is at most 4,000 characters.
• Hand back to bot. Re-arms the bot for the next message.
• Close. Ends the conversation. Once a chat is closed nobody can reply to it — the visitor starts a new conversation instead, and it arrives as a new chat.
• Attach files. Images and documents, up to five per reply. Files upload the moment you attach them, with per-file progress.
• Request a screenshot. Sends a request to the visitor’s widget. They see a consent prompt; nothing is captured unless they hit Share. The capture arrives as a normal attachment on their next message. Only works while the chat is open.

Your team

Seats, roles, what each role can do, and invitations are covered in Team and permissions.