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Frequently asked questions

General​

1. Is OXVO Sessions a separate product?​

No. OXVO Sessions is part of the same OXVO workspace.

2. Do agents need separate accounts for Inbox and Sessions?​

No. Users sign in once, and access depends on assigned roles and permissions.

Use Direct app links.

Inbox and workflows​

4. Where do I create a new Inbox channel?​

Open Settings → Integrations → Channels, then select New Inbox.

5. Where do I configure labels and custom attributes?​

  • Labels: Settings → Labels
  • Custom attributes: Settings → Custom Attributes

6. How do I keep replies consistent across agents?​

Use Macros for reusable actions and Labels for standardized triage.

Routing and SLA​

7. What is the difference between routing and workload limit policies?​

  • Routing policies decide how conversations are assigned.
  • Workload limit policies define how much workload agents or inboxes can carry.

See Routing & SLAs.

8. Where do I configure SLA targets?​

Open Settings → Team → SLA.

AI and integrations​

9. Where do I manage AI Assistants and knowledge?​

Open OXVO Assistant and use:

  • Assistants for behavior and scope
  • Data for knowledge sources
  • Tools for external API calls

10. Where do I configure webhooks?​

Open Settings → Developer → Webhooks and follow Developer webhooks.

11. Where is the API contract reference?​

Use OpenAPI Reference (Swagger): /api.

Security and access​

12. Why can a user see Inbox but not Sessions Replay?​

Their role likely lacks the required Sessions permissions. Review Permissions & roles.

13. Does OXVO support MFA and SSO?​

Yes. Availability depends on your workspace plan and enabled features. See Authentication & access.

14. What should I do after a token or webhook endpoint leak?​

Rotate the affected credentials immediately, verify access logs, and update integration secrets in all environments.