Skip to main content

Channel Access

Channel Access is where you turn each communication channel on or off and configure how the channel-specific behavior works — WhatsApp voice calls, how voice calls are processed, and the full set of email rules.

Every control on this page saves immediately the moment you change it; there is no Save button.

Communication channels​

Enable or disable each channel your team answers on. Turning a channel off stops Flowcall from handling conversations on it.

  • WhatsApp
  • Email
  • Live Chat
  • Instagram
  • Voice Call

WhatsApp voice calls​

Controls whether calls are allowed over WhatsApp.

  • Allow incoming calls — let customers place voice calls to you over WhatsApp.
  • Allow outgoing calls — let your team place voice calls to customers over WhatsApp.

Voice call processing​

This card appears only when the Voice Call channel is enabled. It controls how voice calls are transcribed and resolved.

  • Minimum Call Duration — a length in seconds (0–3600). Calls shorter than this are ignored — not transcribed or processed. Use it to filter out accidental or dropped calls.
  • Auto-resolve call tickets — automatically resolve the ticket created for a call once it's processed, rather than leaving it open for an agent.

Email settings​

Configure how inbound email is turned into tickets and how the AI replies. These options apply to your connected email inbox.

  • Enable automatic email replies — let the AI reply to incoming emails automatically.
  • Create tickets for non-whitelisted domains — when on, emails from senders on domains you haven't whitelisted still create tickets. When off, only known/whitelisted senders create tickets.

Address and domain lists​

Each of these accepts multiple entries — type a value and press Enter to add it.

  • Alias Emails — addresses that belong to you. They're treated as your own and excluded from external-email filtering, so mail to or from them isn't mistaken for a customer.
  • Forwarded Email Sources — addresses that forward mail into this inbox. Mail from them is treated as an incoming customer email source rather than as the forwarder.
  • Blacklisted Domains — domains that should never create tickets. Mail from these domains is ignored even when Create tickets for non-whitelisted domains is on.
  • Force Create Ticket Emails — addresses that always create a support ticket, regardless of the other rules above.

Replies and messaging​

  • Assignment Message — hidden until you click + Add message. The text sent to the customer when their email is assigned to an agent. Leave it unset to send nothing on assignment.
  • Max AI Email Replies — a cap (0–10) on how many times the AI replies in a single email thread before it stops and leaves the rest to an agent.
  • Email Signature — the team or company name appended to outgoing email.

How it works​

The domain and address lists are checked together when a new email arrives. Force Create Ticket Emails always wins and creates a ticket. Blacklisted Domains are dropped even when non-whitelisted ticket creation is enabled. Alias Emails and Forwarded Email Sources tell Flowcall which addresses are yours or are forwarders, so the real customer is identified correctly. Once a ticket exists, Enable automatic email replies and Max AI Email Replies govern whether and how many times the AI answers before handing off.