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Set up your account with Copilot

Account setup is a Copilot conversation that gets a new account ready for the AI. It asks about your business, whether you take orders the AI should look up, where those orders live, and a few settings, then prepares each change as a card for you to review and save. It works for accounts that are partly set up too: it lists what is already done and asks only about the rest.

Account setup is for admins who can change the business profile and use Copilot.

Open the Account setup conversation​

  • New accounts: the first time an admin signs in to an account that has no business profile, Account setup opens on its own in the Copilot panel.
  • Banner: until the required steps are done, accounts that are not live yet show a Finish setting up your account bar at the top of the dashboard with a Continue setup button. Close the bar with × to hide it; it also stops Account setup from opening on sign-in.
  • Copilot: a new, empty Copilot chat shows a Set up your account card with the number of required steps done. Click Start setup (or Continue setup once you have started) to open the conversation. On an account where everything required already looks set up, the card reads Review your account setup instead, so you can check what Copilot found. The card stays until setup is completed: when every required step is done after you have opened Account setup.
  • Business Profile: click Review setup with Copilot (or Set up with Copilot when there is no profile yet) at the top of Business Profile.

Each admin has their own Account setup conversation, tagged Setup in the conversation list, but the checklist and answers are shared across the account. Accounts that are already running (live flows, and AI replies on or recent tickets) never see the banner; their admins can still open it from a new Copilot chat or from Business Profile to review it.

Account setup checklist​

A checklist card at the top of the Account setup conversation shows each step and its state. It updates when you save a card, when a setting changes on any settings page, and after each Copilot reply.

StepRequiredWhat it covers
Business profileYesBusiness name, type (product or service), and a description the AI uses as background.
Shop and sales channelsYesWhether customers place orders the AI should look up, and whether you sell online, in offline stores, on marketplaces, or a mix.
Order sourceYes, when you have a shopWhere orders live: Shopify, Unicommerce, or another platform or your own API.
Order fallback tasksYes, when you have a shopCatch-all order tasks for requests none of your flows handles. See Business Profile.
Business hoursYesSupport hours and timezone.
AI tone and greetingNoThe AI's tone preset and the opening message.
ChannelsNoWhich channels are connected. Connect them on the Channels page.
Ticket follow-up and closingNoWhen a ticket moves to Awaiting Response, when AI conversations go stale, follow-up messages, and CSAT after the AI resolves.
WhatsApp settingsNo, shown when WhatsApp is connectedClosing quiet tickets, asking the customer to confirm before resolving, nudges after the 24-hour session ends, and the CSAT survey.
Email settingsNo, shown when email is connectedAwaiting Response after an agent reply, closing quiet tickets, confirmation before resolving, follow-up emails, CSAT, the AI reply limit and the signature.
Live chat settingsNo, shown when live chat is onWhen inactive and AI live chats go stale, and the live chat CSAT survey.
Voice call settingsNo, shown when voice calls are onTickets from calls, auto-resolving complete calls, sending incomplete calls to an agent, asking for missing details after the call, and the shortest call that counts.
AI replies onNoAI replies stay off for a new account until Flowcall turns them on.

Each step shows one of these states:

  • Done: your account's settings show the step is set up.
  • To confirm: a value is only the default, for example order lookups are on but no order source is connected. Copilot asks you to confirm or change it.
  • To do: not set up yet.
  • Skipped or Later: you chose to skip it or come back to it. Undo clears that choice.
  • Waiting on Flowcall: the next part is done by the Flowcall team, such as setting up the Shopify app or turning AI replies on.

Open opens the step's settings page in a new tab, so the Account setup conversation stays where it is. Set the step up there and save; the checklist updates on its own. Skip sets a step aside. A step's state always follows your account's data, so a step you skipped or put off becomes Done as soon as it is set up.

How Copilot sets up each step​

  • Business profile: Copilot writes the description from what you tell it about your business and prepares the name, type and description as one card. Saving it creates the business profile when the account has none.
  • Shop and orders: if you have no shop, Copilot turns order lookups off. If you do, it asks where your orders live:
    • Shopify: the Flowcall team sets up the Shopify app for your store. Copilot asks for your store address and marks the step Waiting on Flowcall.
    • Unicommerce: Copilot prepares the Unicommerce connection card, where you enter your credentials, then the order details and order list APIs, and tests them with one of your real order numbers.
    • Another platform or your own API: Copilot prepares a connection and the order list, order details and customer details APIs. See Minimum APIs for an ecommerce support agent.
  • Order fallback tasks: when you have a shop, Copilot turns them on as part of the shop card; you don't need to ask. They work before your order source is connected: the AI keeps the order reference exactly as the customer gives it, and adds the order details from your store once orders can be looked up. If you don't want them, tell Copilot and it marks the step skipped. If some of the tasks were deleted, save Business Profile with the setting on to recreate them.
  • Business hours, tone and greeting: Copilot prepares the settings card from your answers.
  • Channel and ticket settings: for each of these steps, Copilot asks a few questions at a time with ready answers, showing your current value first, for example "Close a WhatsApp ticket when the customer goes quiet after: 24 h (current), 4 h, 48 h, Never". Answer Keep them to leave everything as it is. Changed answers become one settings card for that step. These steps are optional: setup is complete without them, but they show as To confirm until you answer or skip them.

Copilot never asks for passwords, API keys or tokens in the chat; enter them in the connection card. Every change is a card you review and save, unless you turned on Auto-apply.

When every required step is done, Copilot says setup is complete and suggests next steps, such as adding FAQs, building a first flow, or inviting your team. The banner and the card in new Copilot chats go away. To review setup later, open the conversation from History (it is tagged Setup) or click Review setup with Copilot on Business Profile.