Plan requirement
| Subscription | Suite Enterprise or higher |
| Access | Admin |
A sandbox missing a product cannot test anything that uses it. How to bring it in line, and why the sync also removes what you have since cancelled.
Sync it
- In Admin Center, open the sandbox and choose Sync products and add-ons from its expansion menu.
- Wait for it to complete.
- Check in the sandbox that each product is there.
The sync works both ways: what you have bought since last time is added, and what you have cancelled is removed. It touches the subscription only, so no ticket or user comes across with it, and the High Volume API add-on is never copied to a sandbox.
Why it matters
Testing a routing change in a sandbox without messaging tells you how it behaves for email and nothing else. The test passes and the change still breaks something on the channel you did not have.
Sync after any change to your plan
A new add-on in production makes the sandbox out of date for anything touching it. This is the moment to sync, not later when a test is unexpectedly failing.
Some things do not come across
External connections, credentials and integrations generally point at real systems and are not copied. Anything that talks to another system needs setting up separately, or the test is measuring a broken connection.
Talk and Guide sit outside a Suite sandbox as a rule, with two exceptions. Sandboxes made after May 2023 carry a Talk trial of unlimited duration, as long as production has an active Talk subscription or trial; it is suspended once its credits run out. And with the Copilot add-on you can choose, when creating the sandbox, to replicate your default Guide brand and your auto assist procedures.
Check rather than assume
After syncing, open the sandbox and confirm the products you need are present and enabled. A sync can complete while leaving a feature switched off.
Note what is deliberately different
Sometimes a sandbox is intentionally not identical, such as with email disabled. Write that down, or somebody will one day test against it and draw the wrong conclusion.
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