Some implementation packages include a Sandbox environment. If it does, you'll have access to an environment with an address like acme.gladly.qa.
This environment is used typically for development and testing purposes. For example, if we release a new feature to Sandbox, you'll have the opportunity to test the feature without interrupting your Production environment where Agents are actively helping Customers.
Key TakeAways
Sandbox and Production environment are not connected. If you add users to Sandbox, they are not transferred to Production.
Sometimes, Sandbox is also used to do basic training in a non-production environment.
Configurations cannot be exported to Production from Sandbox. They are both stand-alone environments unless specified in your SOW as a one-time activity.
Test new features in Sandbox (if you have one) to prevent configuration mishaps in Production.