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.
- Live Chat
- 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, assigned, 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 — allow a processed call ticket to resolve automatically, but only when its inferred task is complete and no child ticket is pending. Turning this off leaves processed call tickets open for an agent.
- Assign incomplete call tickets to the answering agent — after transcript processing, directly assign an incomplete parent task to the agent who answered the call. This setting is off by default and does not override the assignment flow for child tickets.
How transcript-created tickets are assigned
When a valid transcript creates a new call ticket, Flowcall records the answering agent as the ticket's preferred agent and runs the normal new-ticket distributor. The answering agent receives it when they are available, have capacity, and meet the ticket's channel and team/tag requirements. Otherwise, the distributor can assign another eligible agent or leave the ticket queued. This initial preference is independent of Assign incomplete call tickets to the answering agent.
After the transcript is analyzed, that setting controls only an additional direct reassignment. For this decision, a task is complete when Flowcall identifies the task and finds no remaining objectives. An incomplete parent task has an identified task with remaining objectives and has not created a child ticket.
| Setting | Result of transcript processing | Transcript-driven assignment action |
|---|---|---|
| Off | Any result | Do not reassign. Keep the existing assignment, or the result of normal new-ticket distribution. |
| On | Incomplete parent task, with no child ticket | Assign or reassign the parent ticket directly to the answering agent. This can replace its current assignee. |
| On | Incomplete task that creates a child ticket | Do not reassign the parent. The child ticket follows the task's configured team and assignment flow. |
| On | Task complete | Do not reassign because of this setting. Ticket closure is handled separately by Auto-resolve call tickets. |
| On | No task is identified | Do not reassign because there is no identified incomplete parent task. |
| Either | The call has no answering-agent record | No direct reassignment is possible; normal ticket assignment continues. |
The direct reassignment applies only to an open parent ticket. If the ticket is already resolved or no longer exists, Flowcall leaves it unchanged.
How processed call tickets are resolved
Transcript processing and task inference still run when auto-resolve is off. The setting controls ticket closure, not whether the recording is transcribed or analyzed.
| Auto-resolve | Task complete | Pending child ticket | Result |
|---|---|---|---|
| Off | Either | Either | Keep the call ticket open |
| On | No | No | Keep the call ticket open with its task and pending objectives |
| On | Yes | Yes | Keep the call ticket open until the child work is complete |
| On | Yes | No | Resolve the ticket as Resolved by AI with the resolution Resolved on call |
If transcription or task processing fails, the ticket remains open regardless of this setting.
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.