Box

Box is a cloud content-management and file-storage service used by many businesses. Connecting Box to Resool lets you save a conversation to a Box folder: the transcript as a text file, plus the photos, documents and other files the customer and your team exchanged. It's an easy way to keep records of orders, claims or agreements with your other files, and workflows can save conversations automatically, for example when a conversation is closed.

#What you can do with Box

In the Inbox

• Save conversation: save the transcript (and, if you choose, its attachments) to a Box folder.
• See the files saved for the contact and open them in Box.

On the contact page

• The Connected apps list shows how many files were saved for the contact.

In Workflows

• The Save conversation to Box step saves the transcript and attachments to a folder each time it runs.

Resool only uploads files. It never deletes or shares anything in your Box account.

#Before you begin

• You need a Box account with space for the files you save.
• In Resool, only workspace Owners and Admins can connect apps and change their settings.
• Saving conversations from the inbox needs a role that can manage contacts (Owner, Admin, Manager and Agent can by default).

#How to connect Box to Resool

1. Go to Settings › Apps.
2. Open the Productivity tab and click Connect on the Box card.
3. The Connect Box dialog lists what Resool will be able to do: see your folders, upload conversation transcripts and attachments, and nothing is deleted or shared. Click Continue.

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Settings › Apps › Box › Connect

The "Connect Box" dialog with its description, the permission list with three items, and the Cancel and Continue buttons.

File: screenshots/box-connect-dialog.png

1. Sign in to Box in the window that opens and allow access.
2. You're returned to Resool and see Box connected.

#How to configure Box

Click Manage on the Box card to open Box settings.

• Defaults › Folder: where Save conversation in the inbox and workflow steps put the files when no folder is picked. Leave it on None to save to the top level (All Files) of your Box.
• Saving conversations › Include attachments: saves the conversation's files next to its transcript (up to 20, 25 MB each). On by default.

Click Save changes to store your choices.

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Settings › Apps › Box › Manage

The "Box settings" side sheet with the Defaults card (Folder set to "/Customers/Chats") and the Saving conversations card with the "Include attachments" switch on and its hint.

File: screenshots/box-settings-sheet.png

#How to save a conversation to Box

1. Open the conversation in the Inbox.
2. Click the Box icon in the right-hand sidebar. The panel lists the files already saved for this contact.
3. Click Save conversation. The Save to Box form opens.
4. Pick a Folder, or keep the Default folder. Type in the picker to search folders anywhere in your Box account.
5. Turn Include attachments on or off for this save.
6. Click Save. You see how many files were saved to Box.

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Inbox › open a conversation › Box icon in the right sidebar › Save conversation

The "Save to Box" form with the Folder picker, the Include attachments switch on, the note "The transcript is saved as a text file with the contact and a link to this conversation.", and the Cancel and Save buttons.

File: screenshots/box-inbox-panel.png

The transcript is a text file named after the contact with the date and time, for example Sara Ahmed - 2026-10-22 14-05 conversation.txt. It starts with the contact's details and a link to the conversation in Resool, followed by the messages.

You can only save from an open conversation. On a contact page without a conversation, the panel asks you to open a conversation with the contact first.

#How to save conversations in Workflows

1. Open a workflow and click Add a step.
2. Under Files, choose Save conversation to Box.
3. Set up the step:
   • Folder: leave it on Default or pick another.
   • Include attachments: on to save the files with the transcript.
4. Save and publish the workflow.

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Workflows › open a workflow › Add a step › Files › Save conversation to Box

The step settings with Folder on Default, the Include attachments switch on and the note about saving the transcript as a text file.

File: screenshots/box-workflow-step.png

The step needs a conversation. Runs without one, such as a workflow started from a contact change, skip it.

#How to disconnect Box

1. Go to Settings › Apps and click Disconnect on the Box card.
2. Confirm in the Disconnect Box? dialog.

Resool stops accessing your Box account. Files already saved stay in Box.

#Notes and limitations

• Up to 20 attachments per save, each up to 25 MB. Larger files are skipped.
• Each save creates new files. Saving the same conversation twice creates a second transcript.
• Saving needs an open conversation.

#FAQ and troubleshooting

#Some attachments weren't saved.

Files over 25 MB and files beyond the first 20 aren't saved. Download those from the conversation if you need them.

#Can I save to a shared or team folder?

Yes, if the Box account that connected can open that folder. Search for it in the Folder picker.

#Does Resool share the saved files with the customer?

No. Files are uploaded privately to your Box account. Nothing is shared.

#Which plans include Box?

Apps are included on every plan. See Plans and billing.

#What's next?

• Dropbox
• Google Drive
• Workflow steps
• Getting started with apps