How Boxy works and what it can do
Boxy is Runbox’s AI support assistant. It works by matching your question against Runbox’s support knowledge base and generating a response based on the most relevant information it finds. It does not understand your question in the way support staff would — it recognises it.
The difference matters: support staff read your message, think about your situation, and draw on judgement and experience to help. Boxy matches the words and patterns in your message against a large body of information and generates a reply that fits those patterns. It can ask clarifying questions and follow a conversation, but it does not reason about your situation the way a person would — it is responding only to what you have written. This means Boxy is reliable for common, well-documented questions and less so for unusual or account-specific ones. We think that distinction matters, and we would rather be clear about it than not.
Most AI assistants are built to sound as human as possible, using phrases that imply they have read, understood, and considered your situation. Boxy deliberately avoids this, because it misrepresents what the tool actually does — and because Runbox’s reputation is built on being straightforward with users.
When you type a message, it is first processed to identify the most relevant sections of Runbox’s support knowledge base for your question. This step — called embedding — converts your message into a mathematical representation used to find matching knowledge. The relevant sections, along with your message, are then used to generate a response.
The AI that powers Boxy is a Large Language Model — a system that uses probability to determine which words to use in a response. A small element of randomness is introduced to make replies feel more natural rather than mechanical. This means that if you ask Boxy the same question more than once, it may produce differently worded answers that contain the same information.
If Boxy cannot find an answer in its knowledge base, it can also search the following Runbox websites for additional information: runbox.com, help.runbox.com, blog.runbox.com, and support.runbox.com. It cannot access any other websites. When Boxy cannot help from either source, it will say so and point you to the Runbox support team.
Boxy can answer general questions about Runbox’s products, services, pricing, email setup, and privacy policies. It cannot access your account, read your email, make changes to your subscription, or take any action on your behalf.
Boxy can make mistakes and may not always have up-to-date information. For anything important, please verify with Runbox Support directly. For account-specific help, contact the support team at support.runbox.com or by emailing support@runbox.com.
Boxy includes an optional feature that lets you send your conversation to the Runbox support team for additional help. Nothing is sent unless you choose to do so. The option appears in the chat interface after your first exchange with Boxy.
You will be asked for your email address so the support team can respond to you. Using the address associated with your Runbox support account will link your enquiry to your existing support history. Your name and Runbox username are optional but help the team respond more quickly.
For information about how Boxy handles your data, see the Privacy and Data Information page.
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