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 — every new root ticket automatically receives an incrementing number scoped to its account. Child and interaction ticket names are derived from the root number.
• Ticket name prefix — 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 keep one active ticket when the same customer reaches you on more than one channel. Flowcall uses the fixed order Chat → Email → Voice Call. Chat groups WhatsApp, Instagram, and Live Chat.

The order is not editable. The numbered rows in this card describe the fixed policy; they are not drag-and-drop controls.

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

• Tickets that are queued, assigned, or blocked stay on the highest-priority segment. Chat beats Email, and Email beats Voice Call.
• A ticket already on WhatsApp, Instagram, or Live Chat stays on its existing chat channel when the customer uses another chat channel.
• A Voice Call ticket moves to Email or Chat when the customer contacts either. An existing Email or Chat ticket does not move to Voice Call.
• Tickets marked awaiting response ignore the fixed order and move to the channel where the customer actually replies, because that reply is now the live customer channel.
• A manually created ticket uses the first supported customer channel that contacts it.

The toggle controls fixed segment routing for queued, assigned, and blocked tickets. Awaiting-response reactivation and manual-ticket channel claiming still apply when the toggle is off.

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 tickets as stale and close them. Timeouts are in minutes; each field notes how blank and zero values behave.

• WhatsApp (minutes) — mark WhatsApp tickets stale after this much time with no reply.
• Email (minutes) — mark Gmail or Outlook tickets stale after this much time with no reply.
• Live Chat (minutes) — mark inactive Live Chat tickets still being processed by AI as stale.
• AI In-Progress (minutes) — mark non-email, non-Live Chat tickets still being processed by AI as stale after this much inactivity. Leave blank to inherit the WhatsApp timeout, or set 0 to disable.
• Live Chat AI In-Progress (minutes) — use a separate timeout for Live Chat tickets still being processed by AI. Leave blank to inherit the Live Chat timeout, or set 0 to disable.
• Stale Ticket Closing Instruction — an optional message sent when auto-closing a stale ticket, used for both WhatsApp and email closures. Leave blank to use the default closing message.

Email replies and follow-ups

The Email follow-ups before closing card can start an awaiting-response sequence automatically after an outbound reply. Turn on Start after reply to enable this behavior. It is enabled by default for newly created businesses. Existing businesses keep their saved value and are not enabled automatically by this change.

When enabled:

• A successful agent email reply moves an eligible queued, assigned, blocked, or in-progress ticket to Awaiting response (by agent).
• A successful, substantive AI email reply moves an eligible queued, assigned, blocked, or in-progress ticket to Awaiting response (by system).
• The ticket is unassigned, its previous agent is retained as the preferred agent, and a new awaiting-response timer starts from the successful reply.
• Automated acknowledgements, follow-up reminders, CSAT messages, and stale-ticket closing emails do not restart the timer.
• If the customer replies, the ticket returns to the queue and all remaining follow-ups for that waiting cycle are cancelled.

If Start after reply is off, sending an agent reply does not automatically change the ticket's status or assignment, and an AI reply does not automatically start this sequence.

Use Add follow-up to configure up to ten reminders. Each row contains:

• Send after (minutes) — an absolute offset from when the ticket entered awaiting response, not a delay from the preceding reminder.
• Message prompt — instructions the AI uses to compose that reminder.

Each delay must be unique and earlier than the Email (minutes) stale timeout. Flowcall records each successful delivery so a reminder is sent only once during the same waiting cycle. If multiple reminders are overdue, the worker sends at most one per ticket on a run. The stale-ticket worker runs hourly, so a reminder or closure is processed on the first run after its deadline rather than at an exact minute.

For example, to remind after 24 and 48 hours and then close after three days:

Action	Minutes
First follow-up	1440
Second follow-up	2880
Mark stale	4320

At the stale deadline, no further reminder is sent. The ticket is marked stale if the waiting cycle was started by an agent, or stale (automatic) if it was started by the AI. Flowcall then sends the configured stale closing instruction by email.

Resolve confirmation

Turn on Resolve Confirmation to ask the customer to confirm a resolution before an agent-resolved ticket is closed. It also applies when the AI is about to resolve an unowned parent after all of that parent's objective child tickets have finished.

Internal-only tickets are exempt and resolve immediately without sending a confirmation prompt.

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.

For an objective-ticket family, the parent does not need a temporary agent assignment. The last child first returns the parent to the workflow. If that workflow completes with auto-resolution, Flowcall parks the root parent in awaiting response to resolve instead of closing it immediately. Parents with another unresolved child remain blocked and are never sent for confirmation.

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.