Help & Support
Our help database contains answers to most of the common questions regarding our products.
If you are unable to locate a satisfactory answer for your query by searching here, please contact us.
Your Cbox embed code is available at your control panel. You need this code to install your Cbox on your website.
Also on that page is your Quick Link — a URL which you can use to access your Cbox directly in your browser or on your mobile device.
If you install your Cbox and all you see is code, or nothing at all, your web host may be removing or otherwise interfering with the HTML iframe tags that Cbox uses. Your Cbox code needs to be pasted into an area of your site that accepts HTML without modification. This may mean switching your editor from "rich text" or "WYSIWYG" mode into HTML-editing or "raw" mode, or you may need to open your template files in a plain-text editor like Notepad.
Remember that you always have the option of posting or sharing your Cbox Quick Link — this gives visitors direct access to your Cbox in a full-screen layout, so it's perfect as a mobile option or for stand-alone use.
Go to the Theme editor in your control panel. There you can specify the fonts and colours of your Cbox, using a point-and-click editor. You can always reset your theme to one of the preset defaults there, if you would like to start again.
If you have a Premium or Pro Cbox, you can create a moderator name for yourself at your Users page, and then log in on your Cbox using the "profile" link. You will see a delete icon [x] next to each message in your Cbox, and you will not have to log in at your control panel at all to delete messages.
Yes. In the Theme editor, simply delete the colour codes for the main and form background ("BG") elements. This will make the Cbox transparent, allowing whatever is behind the Cbox to show through.
Note that any pop-ups generated by a transparent Cbox will have the default background colour — usually white. If your font colour is light, it may be invisible in popups. You can fix this by editing the CSS to introduce a background-color rule for popups.
If you have installed the Cbox HTML embed code on your site, delete the code there. Then, you can close your Cbox account in your control panel at this page. Note that your account name will remain reserved on our system. If you want to create a new account with the same name, change the name on the old one before deleting it.
Yes. This will work if they are different Cboxes. If you want to show the same Cbox more than once on the page, you will need to make a small change to the embed code for each additional embed.
In your Cbox embed code you will see something like
name="cboxmainA-123456" id="cboxmainA-123456" — this uniquely identifies the Cbox so that its frames can communicate with each other. The
A-123456 part appears four times in total in the standard embed code. Edit it, simply adding a dash and a serial number, to make it
A-123456-2, for example.
Check that sound notification is enabled at the Settings page of your Control Panel.
If it is enabled, then you should see a volume control button in your Cbox. Clicking this will toggle through three levels. It will also play the sound on each click to confirm the level.
If you are using a custom sound, ensure that you have uploaded both OGG and MP3 versions of the file. Cbox chooses which one to load based on the browser's capabilities.
If you still cannot hear the sound, then there may be a problem with your browser or system. Please contact us for further assistance.
A Moderated Cbox requires that messages be manually approved before they are published.
Normally, all users can post to your public Cbox, and everyone can see their messages. If you enable Moderated chat, then only voiced users can post directly. Unvoiced users' messages are redirected to a special channel where moderators can view and approve them.
This setting enables proactive moderation. It's important if you are concerned about your platform's brand but still want your Cbox to be publicly-accessible. It's also useful if you host live chats where you may want to control the volume and relevance of published messages by accepting only the ones you want, and at the appropriate time.
Using Moderated chat
For testing, it's helpful to open another instance of your Cbox in an incognito/private tab. This allows you to log in as a guest in one tab and as a Mod in the other.
When you enable this setting, a shadow channel is created. Regular users cannot access it, but a Mod or Admin user on the public Cbox will see a "mod channel" link or "thumbs up" button. Clicking this button opens the shadow channel, and shows any messages that are awaiting approval. These messages can be published (i.e. re-posted) to the public Cbox by clicking the [a]/"tick" button in the mod tools next to each message.
Note that when users register they do not automatically get voice. So, if you have existing registered users, before you enable Moderated chat, you might first want to voice them.
Mods and admins always have voice. This means they can always post directly to your public Cbox. Registered users (other than mods and admins) can be voiced and unvoiced from within your Cbox by clicking the [v]/"plus" button in the mod tools next to their messages. Unregistered guest users cannot be granted this permission, however.
Voice permission grants a user direct publication access to your Cbox, without any of the special permissions of mods or admins. It is useful in cases where the user is trusted and/or conversation established.
Moderation works in conjunction with channels, too. The global setting controls whether new channels are created in Moderated mode or not. The per-channel setting is maintained even if the global setting is later changed.
Cbox supports private messaging to and from mod and admin users. You can enable PM for your Cbox at your Settings page.
You can also type out the PM command: enter
//pm username message..., where username is the name of the person you want to send your message to. This method works if the username conforms to Cbox "strict name" or "ASCII name" policy, i.e. comprises alphanumeric characters only and includes no spaces. Otherwise, you will have to refer to the user by ID.
By default, ordinary users cannot send PMs to other ordinary users. One of the two participants in any private conversation must be a mod or admin.
Opting in and out
Registered users can opt in to sending and receiving private messages from other registered (non-mod) users, by entering
//pm on. The command
//pm off revokes this availability.
Errors on sending
Private messages can fail to send for a number of reasons. If you get an error, it will likely either be due to the target user not being online (see below) or due to policy regarding who can send and receive private messages (see above). If the target user is not online, you may need to wait just a few seconds before retrying. Refer to the onliners list to confirm whether Cbox recognizes the user as present.
Private messages are sent via the streaming interfaces. The target user must be viewing and connected. Users on old browsers or restricted networks may not be able to receive PMs. When your message has been accepted by our servers for relaying, you will see an indicator (by default, a tick symbol). When the message has been received by the target user, the indicator will change (double-tick symbol). If that doesn't happen, your message probably wasn't received. Note that Cbox does not know that a message has been read, only that it has been delivered.
Cbox does not store private messages for future delivery. New messages are relayed only if the user has an active connection. If the user has gone offline or is otherwise unable to receive your message, it will not be sent again, and nor will it be seen by that user when he reconnects. If you do not see the two-tick "received" indicator within a few seconds of sending a message, you will need to re-send your message later.