Settings
The Settings area is where you tailor Flowcall to the way your team works — which channels you answer on, how tickets move and get assigned, what your AI agent sounds like, and how customers are surveyed after they're helped.
Settings are organized into groups in a left-hand sidebar. The sections you see depend on your role, so you may not have every item below. Most changes save automatically the moment you toggle or edit them; a few pages stage your edits and show a Save bar at the bottom.
Each section has its own page in this guide, grouped the same way the product groups them.
Business & Account
- Business Profile — manage your business (or businesses) and the AI prompts that steer them.
- Business Hours — timezone, weekly opening hours, and holidays.
- Account & Privacy — account-level controls such as masking PII.
Customer Channels
- Channel Access — turn WhatsApp, Email, Live Chat, Instagram, and Voice on or off, and configure each.
- Chat Widget — the live chat widget on your website.
- WhatsApp Event Alerts — notify internal numbers when key events happen.
Support Operations
- Agent Capacity — how much work each agent can hold, and how idle agents are handled.
- Ticket Behavior — statuses, messages, and rules that govern how tickets move.
- Ticket Fields — the custom fields and disposition agents fill when closing a ticket.
- SLA Rules — response-time targets and what happens when they're missed.
- Canned Responses — reusable quick replies for common questions.
- Message Templates — which approved WhatsApp templates agents can send.
- CSAT Surveys — the satisfaction survey sent after a conversation is resolved.
AI & Automation
- AI Personality — how the AI agent communicates.
- Smart Assignment — route tickets to humans based on detected sentiment.
- Conversation Audits — the daily root-cause analysis of conversations.
Integrations & API
- Integrations & API — API tokens, notification webhooks, and telephony connectors.
Advanced
- Super Admin Tools — administrative tooling (super admins only).
- Organizations — multi-account organization management (super admins only).
Setup checklist
- Set your business hours, timezone, and holidays so routing and expectations are correct.
- Enable the channels you support and configure each one's behavior.
- Set agent capacity and ticket behavior to match how your team works.
- Configure ticket fields, SLA rules, and CSAT for your operations.
- Tune AI personality and smart assignment, then revisit them after major process changes.