Getting Started
This page explains how Flowcall is meant to be used — the people who work in it, how a conversation moves from AI to a human, and the foundations every workspace needs.
Who Uses Flowcall
Flowcall has two kinds of users, and the product is built around both.
Business owners and admins configure the platform: the business profile, channels, AI workflows, teams, and reporting. They set up how Flowcall behaves.
Agents (human team members) work in Flowcall all day. There are two distinct kinds:
| Agent type | What they do | Where they work |
|---|---|---|
| Customer-facing agents | Talk directly to customers and resolve conversations. | Inbox — organized around customer threads. |
| Backend agents | Don't talk to customers; they investigate and add input to tickets, then pass them on. | Tickets — organized around the work itself. |
A backend agent might be someone on a logistics team: a delivery is stuck with the courier, so a ticket is routed to them. They check their systems, add a note explaining what they found, and move the ticket to the next person. They never message the customer directly.
This is why Flowcall has both an Inbox view (list of customers and their conversations) and a Tickets view (list of tickets with deep detail) — they look similar, but they serve these two different audiences.
How a Conversation Flows
- A customer reaches out on any channel (WhatsApp, Instagram, live chat, email, phone).
- Flowcall creates a ticket for the conversation, in an in progress state.
- The AI responds first, following the workflows you configured — answering questions, looking up data, applying policies.
- The AI either resolves and closes the ticket, or hands it over to a human agent when your rules call for it.
- When a ticket is resolved, Flowcall can send a CSAT survey to measure satisfaction.
Every conversation produces a ticket, even when the AI handles it end to end. See Ticket Lifecycle for the full lifecycle, including how Flowcall avoids creating duplicate tickets when a customer reaches out on more than one channel.
Setup Foundations
A few things must be configured before the AI can work. Most live under Settings and Integrations.
| Step | Why it matters |
|---|---|
| Create the business profile | This is the top-level context the AI relies on. Without it, the AI will not work. |
| Connect channels | Enables WhatsApp, Instagram, live chat, email, and voice where available. |
| Connect data sources | Ecommerce, custom APIs, and Google Sheets let the AI answer with real customer and order data. |
| Build the knowledge base | Question-and-answer entries the AI uses to respond. See Knowledge Base (FAQs). |
| Configure workflows | Define how the AI handles each customer journey. The Copilot is the fastest way to do this. |
| Invite your team | Give agents and admins access to the right conversations, tickets, and settings. |
| Set up tickets, SLA, and CSAT | Align statuses, fields, response commitments, and satisfaction measurement with your operations. |
Some features depend on your role, connected channels, and enabled add-ons. If you don't see a section described here, ask your Flowcall administrator.