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Insights

Insights is where Flowcall shows all the data it records. Everything is scoped to the account you're currently in — there is no cross-account view today; switch accounts to see another workspace's data.

Each page below maps to an entry under Insights in the sidebar.

Overview​

A holistic, high-level view of the whole system for the current account — activity and trends at a glance, including agent performance and broadcast performance (templates sent, succeeded, failed).

Tickets​

A very important analysis page. It lists the tickets that were created, with filters to drill down and analyze ticket volume, status, source, assignment, and resolution patterns. Pair it with the operational Tickets view.

Sales​

Flowcall lets customers purchase products directly from the platform. Direct WhatsApp purchases aren't heavily used (customers often prefer not to pay over WhatsApp), but when a purchase happens, this is where you see it.

CSAT​

CSAT is the customer satisfaction score. When a ticket is resolved, Flowcall sends the customer a message asking them to rate their experience — a standard support practice.

CSAT is captured for both resolution types:

  • AI resolution — the AI resolved the ticket, and the rating the customer gave.
  • Agent resolution — a human agent resolved the ticket, and the rating given.

Filters let you slice the results by resolution type and other dimensions.

Issues Reported​

Very useful for the internal/development team. While reviewing chats, a customer (your team) may spot something wrong — for example, the AI didn't respond correctly. They can report it as an issue directly inside the platform, adding a comment on the expected behavior, plus priority and tags.

When an issue is reported, Flowcall captures background/debug information from the system alongside it (visible to the internal team) to help diagnose the problem. Working through reported issues for each major account — debugging and fixing them — is a regular activity. Much of the debugging can increasingly be assisted or automated by AI, with suggested fixes for review.

Automation Gaps​

Places where the AI or a workflow couldn't complete the job. Use this to find journeys that need better instructions, data, or handoff rules. (Visible when support automation gap analysis is enabled.)

Remediations​

Recommended fixes for quality and automation issues surfaced by analysis. (Visible when the relevant analysis features are enabled.)

Conversation Audits​

Review conversations against quality criteria. (Visible when conversation audits are enabled in Settings → Conversation Audits.)

Call Recordings​

All the calls that happened, with their recordings. (Visible when voice calling is enabled.)

Agent Activity​

Tracks human-agent productivity. Whenever a ticket is assigned to an agent, Flowcall creates a tracker recording things like:

  • How much time the agent spent on the ticket.
  • When they first responded.
  • How long they were actively working on it.
  • How they ended the ticket (closed, marked awaiting response, etc.).

SLA​

An SLA (service-level agreement) is a promise about how quickly work gets handled — for example, "resolve a ticket within one hour." This page tracks SLA timers and breaches.

You configure SLA timers (see Settings → SLA Rules) with multiple breach levels — for instance, level 1 at 1 hour, level 2 at 5 hours, level 3 at 24 hours. As levels breach, Flowcall can escalate by notifying team leaders or emailing the relevant owners.

My Overview​

A personal view for an agent — their own activity and ticket work. It only shows data when you're logged in as an agent. Admins can see the menu entry but it will be empty for them.

How to Use Insights​

  1. Start with Overview and SLA to find operational pressure.
  2. Review CSAT and Issues Reported to understand customer experience.
  3. Use Conversation Audits and Call Recordings to inspect quality directly.
  4. Check Automation Gaps to find workflows that need better instructions, data, or handoff rules.
  5. Turn recurring findings into Remediations, workflow changes, or team coaching — then feed the changes back into Workflows and Settings.