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Ticket behavior

This section holds the statuses, messages, and timing rules that decide how tickets move through your workspace — how they're numbered, which channel an active ticket lives on, when Flowcall nudges a quiet customer, when a ticket is treated as stale, and how resolution is confirmed. For the statuses themselves and how a ticket transitions between them, see Ticket Lifecycle.

Each card here saves as soon as you change it — toggles save immediately, and text/number fields save when you finish editing (on blur or on change). There is no page-wide Save bar. A few cards (Cross-channel Ticket Handling, Agent Login Assignment, Ticket Tags) write to a separate settings store but still save automatically.

Ticket numbering​

  • Ticket numbering — turn on to give every new ticket an auto-incrementing number per account. Turn it off if you don't need sequential ticket IDs.
  • Ticket name prefix (shown when numbering is on) — optional text prepended to each new ticket name, for example FC-BrandName-. Only letters, numbers, and hyphens are allowed; spaces and special characters are stripped as you type, and the field is capped at 40 characters (a counter warns you as you approach the limit).

Cross-channel ticket handling​

Turn on Cross-channel Ticket Handling to decide which channel an active ticket should live on when the same customer reaches you on more than one channel. Set the Channel priority order by moving channels up or down: WhatsApp, Instagram, Live Chat, Voice Call, and Email.

How it works. The behavior depends on the ticket's status:

  • Tickets that are queued, assigned, or blocked stay on the highest-priority channel from your list — the customer's other-channel messages are folded into that ticket rather than spawning a new active channel.
  • Tickets marked awaiting response ignore the priority order and move to the channel where the customer actually replies, because that reply is now the live customer channel.

Set the priority to match where your team prefers to work and where you have the richest tooling (for example, keep WhatsApp above Email if your agents are faster there). See the cross-channel ticketing recipe for worked examples.

Ticket in queue message​

  • Ticket In Queue Message — turn on to message customers while their ticket is waiting in the queue, so they know they've been received and are in line.
  • Message Prompt (shown when on) — the wording sent to the customer. This is a prompt the AI uses to compose the message, not a fixed string.

Auto mark awaiting response​

Turn on Auto Mark Awaiting Response to automatically move a ticket to awaiting customer response after a period of silence, optionally sending the customer a nudge first. This is the core tool for clearing conversations that are really waiting on the customer, not on you.

  • Delay (minutes) — how long to wait before marking the ticket as awaiting (default 1410 minutes). The timer measures time since the last relevant activity.
  • Message Prompt — the nudge the AI sends when it marks the ticket awaiting. Leave the message batching below off if you want the status change without sending anything.

Message batching​

  • Message Batching — the master switch for whether a nudge actually goes out. When off, tickets are still marked awaiting but no message is sent to the customer. When on, nudges are released on the schedule you define below.
  • Time slots — add one or more slots to control when nudges go out and how many per slot, so you don't blast every waiting customer at once:
    • Time — the time of day the batch is released.
    • Batch Size — how many messages to send in that slot.
    • Unlimited — when on, that slot sends to all remaining waiting tickets (Batch Size is ignored).
    • Use Add Time Slot to add slots and the delete button to remove them.

This is the mechanism behind the shift-start stale-chat cleanup recipe — schedule nudges for the start of a shift so agents open to a clean live queue and customers hear from you only when someone is available to help.

There is also an Auto Mark Awaiting on Expired Chat card: turn it on to automatically mark tickets awaiting response when the WhatsApp chat window expires, and pick the Template to send in that case (only approved templates can be delivered outside the 24-hour window).

Stale ticket timeouts​

Treat long-silent awaiting-response tickets as stale and close them. Both timeouts are in minutes; set 0 (or leave blank) to disable.

  • WhatsApp (minutes) — mark WhatsApp tickets stale after this much time with no reply.
  • Gmail (minutes) — mark Gmail tickets stale after this much time with no reply.
  • Stale Ticket Closing Instruction — an optional message sent when auto-closing a stale ticket, used for both WhatsApp and Gmail closures. Leave blank to close without a closing note.

Resolve confirmation​

Turn on Resolve Confirmation to ask the customer to confirm a resolution before an agent-resolved ticket is closed.

How it works. For WhatsApp, Instagram, and Live Chat tickets, clicking Resolve does not immediately close the ticket. Instead it moves the ticket to awaiting response to resolve and sends the customer a confirmation message with Yes / No buttons:

  • If the customer taps Yes, the ticket closes.
  • If they tap No, the ticket reopens to the queue so an agent can keep helping.

Configure:

  • Auto-resolve Timeout (minutes) — if the customer doesn't respond within this window, Flowcall auto-resolves the ticket anyway (1–1440 minutes; default 1440 / 24 hours).
  • Max Reopen Count — how many times the customer can answer No before Flowcall auto-resolves the ticket regardless (default 3). This stops a ticket from bouncing back into the queue forever.
  • Confirmation Message — the message shown with the Yes/No buttons. Leave blank to use the default ("Is your query resolved?").

Interaction ticket​

Turn on Interaction Ticket to create a follow-up ticket when a customer messages on a blocked ticket that has a backend child ticket in progress. This keeps the customer's new message from being lost while backend work is still open. For the full picture of how a ticket branches into child work and why the AI pauses, see Child & Interaction Tickets.

Configure:

  • Delay from Child Ticket Creation (minutes) — how long after the child ticket is created before interaction tickets may be created, so an immediate follow-up doesn't spawn a duplicate.
  • Assigned Team — the team every interaction ticket is routed to.

Track agent assignments​

  • Track Agent Assignments — records every ticket-to-agent assignment attempt for auditing and staffing analysis. It increases database writes, so turn it on when you need the assignment history and off if you don't.

Agent login assignment​

Controls whether tickets get assigned to an agent simply because they logged in.

  • Restrict assignment on agent login — when checked, login-triggered assignment is limited to business hours plus a configurable pre-opening buffer, so agents signing in early don't sweep up queued work before you're open.
  • Pre-opening buffer (minutes) (shown when restriction is on) — how far before business-hours open (0–1440 minutes) a login is still allowed to assign queued tickets.

Ticket tags​

  • Ticket Tags — define the tags agents can apply to tickets. Type a tag and press enter (or separate with commas). Duplicate and blank tags are removed automatically. These are the values that appear in the tag picker on a ticket.

Support staff term​

Customize the words used in automated messages instead of "agent" / "agents" — useful if your brand calls them "specialists," "advisors," or similar.

  • Singular — the singular term (e.g. agent). Defaults to "agent" if left blank while a plural is set.
  • Plural — the plural term (e.g. agents). Defaults to "agents" if left blank while a singular is set.

Leave both blank to use the default wording.