FlowTriage Help Center

After you log in you will either land on the client chooser (if you manage multiple clients) or directly on the dashboard for your current client.

• Use the Dashboard to see overall status.
• Use the top navigation to move between Subscribers, Messages, Broadcasts, Tickets, and Bookings (when enabled).
• Admins can access configuration under the Manage and Admin menus.

If your user is linked to multiple clients, you can switch workspaces without signing out.

• Use the client switcher in the header (desktop and mobile) to move between clients.
• The active client controls which subscribers, tickets, messages, and settings you see.
• Open All Clients from the switcher to go to the full client chooser page.
• Permissions apply per client, so your role can differ between workspaces.

Subscribers are the contacts your client communicates with on WhatsApp.

• Open Subscribers from the top menu.
• Browse and search the list to find an individual subscriber.
• Open a subscriber to see their details, attributes and historic activity.

The Messages area is where you handle day‑to‑day conversations across multiple channels.

• Use Messages to see a list of conversations per subscriber.
• Use the Inbox view to focus on active conversations that still need attention.
• Reply directly from a message thread; new messages and status updates will appear in real time.
• Support for multiple channels: WhatsApp, Web Widget, Email, Telegram, and Facebook Messenger.
• Use the emoji picker button to easily insert emojis into your messages.
• AI drafts appear at the top of conversations when enabled, allowing you to insert, regenerate, or dismiss suggested responses.
• Filter messages by channel to focus on specific communication types.
• Create a new subscriber directly from the inbox header, or edit the selected contact without leaving the inbox workflow.

The To Do board is for internal operational work that should be tracked outside the ticket queue.

• Open To Do from the top navigation.
• Create items with status, due date, priority, files, and comments.
• Allocate one or more users to the same item.
• Each user's section can be collapsed or expanded.
• Use @mentions in comments to notify teammates.
• Open an item to see its files, comments, and timeline history in the detail modal.

The Quotes board tracks quote requests, approvals, files, and status-driven follow-up work.

• Open Quotes from the top navigation.
• Manage dynamic statuses with colors, board grouping, watcher notifications, and approval requirements.
• Statuses can also define default approvers, and those approvers are automatically added when a quote is created in or moved into that status.
• Use the quote detail modal to review overview data, approvals, comments, files, and timeline history in separate tabs.
• Choose an existing company or supplier from client-specific dropdowns, or create a new one inline from the quote modal.
• Use @mentions in quote comments to notify teammates.

Tickets help you track work that comes from conversations and needs follow‑up or collaboration.

• Open Tickets to see all open and recently closed tickets for the client.
• Use ticket details to see history, status, category, and who is responsible.
• Update status as work progresses so your late and open counts stay accurate.
• Add notes and image attachments to document progress and share information with the team.
• Assign subscribers and users to tickets to track who's involved and who's responsible.
• Set target completion dates to track deadlines and identify late tickets.
• Admins and Managers can soft delete tickets, which hides them from views but preserves the data.
• Automatic WhatsApp notifications can be sent when subscribers are added, users are assigned, or status changes to "In Progress".

Broadcasts let you send messages to many subscribers at once across multiple channels.

• Open Broadcasts to view previous campaigns and their status.
• Create broadcasts for WhatsApp, Email, Telegram, or Both (WhatsApp + Email) channels.
• For WhatsApp broadcasts, choose an approved template and select subscribers or groups.
• For Email and Telegram, compose messages directly without template restrictions.
• Select recipients from individual subscribers, groups, or both — duplicates are automatically removed.
• Schedule broadcasts for a future date and time, or send immediately.
• Large broadcasts are staged and sent in chunked batches via the queue to prevent timeouts.
• Track progress in real-time: total recipients, messages sent, delivered, read, and failed.
• Use the live preview on the create page to see how your message will appear before sending.

FlowTriage can send a daily email with key metrics for each client (messages, tickets and late work).

• Client admins can toggle Receive summary email for each user on the Users page.
• Use the Send test summary action to send yourself a one‑off summary and confirm email delivery.

To use WhatsApp messaging in FlowTriage, you need to set up a Meta Business account and configure your WhatsApp Business API.

Step 1: Create a Meta Business Account

• Go to business.facebook.com and create a Meta Business account.
• Complete the business verification process (may take several days).
• Ensure you have admin access to the business account.

Step 2: Set Up WhatsApp Business API

• In your Meta Business account, navigate to WhatsApp → Getting Started.
• Create a new WhatsApp Business app or select an existing one.
• Add a phone number to your WhatsApp Business account (must not be registered on regular WhatsApp).
• Verify the phone number via SMS or voice call.

Step 3: Generate a Permanent Access Token

• In the WhatsApp Business app settings, go to System Users.
• Create a new system user or use an existing one.
• Assign the system user to your WhatsApp Business app with full control permissions.
• Generate a permanent access token with the following permissions: whatsapp_business_messaging, whatsapp_business_management.
• Copy the access token and store it securely - you'll need it for FlowTriage configuration.

Step 4: Configure WhatsApp in FlowTriage

• Navigate to Settings → WhatsApp in FlowTriage.
• Enter your Phone Number ID (found in WhatsApp Business API settings).
• Enter your WhatsApp Business Account ID.
• Paste your Permanent Access Token.
• Configure your webhook URL and verify token as provided by FlowTriage.
• Test the connection by sending a test message.

Step 5: Create Message Templates

• In Meta Business Manager, go to WhatsApp → Message Templates.
• Create templates for common messages (greeting, notifications, updates).
• Templates must be approved by Meta before use (usually takes 24-48 hours).
• Use variables (e.g., 1, 2) for dynamic content.
• Once approved, sync templates in FlowTriage via Admin → Templates → Sync Templates.
• Configure templates as Dynamic type for use with automations.

Step 6: Test WhatsApp Flows

• Use the WhatsApp Flows section on the WhatsApp settings page to list existing Meta-hosted flows.
• Create a draft demo flow directly from FlowTriage for testing.
• Send the demo flow to a number from FlowTriage after the recipient has already messaged the business within the last 24 hours.
• Use the preview link to inspect the draft flow safely before publishing any production flow changes.

FlowTriage can connect to a Facebook Page Messenger inbox so your team can receive and reply to Page messages from the inbox and ticket views.

• Open the client's Messenger Setup page.
• Enable the Messenger channel and enter the Page ID, Page Access Token, and Verify Token.
• Use the webhook URL shown in FlowTriage when configuring Meta's Messenger webhook.
• Make sure the Page is subscribed to the correct webhook events before testing.
• After setup, inbound Page messages will appear in the inbox and can be replied to from both the message thread and ticket correspondence view.

FlowTriage can integrate with Telegram to receive and send messages through a Telegram bot.

Step 1: Create a Telegram Bot

• Open Telegram and search for @BotFather.
• Start a chat with BotFather and send the command /newbot.
• Follow the prompts to choose a name and username for your bot (username must end in "bot").
• BotFather will provide you with an API Token - copy and save this securely.

Step 2: Configure Your Bot

• Send /setdescription to BotFather to set a description for your bot.
• Send /setabouttext to set the "About" text users see in the bot profile.
• Send /setuserpic to upload a profile picture for your bot.
• Send /setcommands to configure bot commands (optional).

Step 3: Connect Bot to FlowTriage

• Navigate to Settings → Telegram in FlowTriage.
• Enter your Bot Token from BotFather.
• Click Set Webhook to register FlowTriage's webhook with Telegram.
• Verify the webhook is active by checking the status indicator.

Step 4: Test Your Bot

• Search for your bot in Telegram using its username.
• Start a conversation by clicking Start or sending /start.
• Send a test message and verify it appears in FlowTriage's inbox.
• Reply from FlowTriage and confirm the message is delivered to Telegram.

Additional Features

• Telegram supports rich media: images, documents, videos, and voice messages.
• Unlike WhatsApp, Telegram doesn't require pre-approved message templates.
• You can send broadcasts to Telegram subscribers without template restrictions.
• Enable AI responses for Telegram in Settings → AI.

Staff Notifications & Reply via Telegram

• When incoming messages arrive, staff members with linked Telegram accounts receive instant notifications including message content and subscriber details.
• Notifications include inline keyboard buttons for quick actions: tap Reply to compose a response, or Send suggested reply to immediately send an AI-drafted response.
• AI draft suggestions are generated automatically and included in notifications when AI is enabled for the channel.
• Use the /reply <message_id> <your reply> command to reply to any message directly from Telegram — the response is sent back on the subscriber's original channel (WhatsApp, Email, Web, etc.).
• You can also tap Reply on a notification to get a quick-reply prompt without needing to remember the message ID.

Connect Slack to receive ticket notifications in channels and use interactive workflows from Slack.

Step 1: Create and configure your Slack app

• Create an app in your Slack workspace at api.slack.com/apps.
• Add bot scopes: chat:write and commands.
• Install the app and copy the Bot Token and Signing Secret.

Step 2: Connect FlowTriage endpoints

• In Slack app settings, configure Event, Command, and Interactivity URLs from your FlowTriage instance.
• Add slash commands such as /ticket and /ticketstatus.
• Enable interactivity to support ticket status actions directly in Slack.

Step 3: Configure client settings

• Open Client Settings → Channels → Slack.
• Paste your Bot Token, Signing Secret, Team ID, and target Channel ID.
• Use Test Connection to verify everything is working.

The web widget allows you to add a chat interface to your website, enabling visitors to message you directly.

• Navigate to Settings → Widget tab to enable and configure the widget.
• Copy the embed script and paste it into your website's HTML (before the closing </body> tag).
• Configure allowed domains to restrict where the widget can be embedded for security.
• Enable Captcha to protect against spam and bot submissions.
• Set a welcome message to greet visitors when they open the widget.
• Toggle the widget online/offline status to control the availability badge shown to visitors.
• Configure auto-reply messages for after-hours, weekends, and quiet hours — these are sent regardless of online/offline status so visitors always get a timely response.
• AI auto-replies also fire independently of the online/offline toggle when enabled in Settings → AI.

FlowTriage can use AI to automatically generate contextual responses to customer inquiries across all channels.

• Navigate to Settings → AI tab to enable and configure AI features.
• Choose between Draft mode (AI suggests responses for review) or Auto-send mode (AI sends responses automatically).
• Provide product/business context to the AI by uploading documents in Settings → Knowledge Base (see the Knowledge Base section below).
• Configure business hours to enable AI auto-replies only after hours or when offline.
• Set SLA minutes to control how long AI waits before generating a draft response.
• Customize the AI system prompt to adjust the tone and style of responses.
• Enable AI per channel: Web Widget, WhatsApp, Email, Telegram.
• Set daily draft limits per subscriber to control AI usage and costs.

The Knowledge Base lets you upload your own documents (FAQs, product info, policies) so AI bots can answer customer questions using your real business context. FlowTriage uses Retrieval-Augmented Generation (RAG): documents are split into chunks, embedded, and the most relevant chunks are retrieved at reply time.

• Navigate to Settings → Knowledge Base tab to manage your knowledge base documents. This is a separate tab from Settings → AI.
• Click Upload Document and select a file. Supported formats: PDF, TXT, MD.
• Documents are processed automatically — they're parsed, split into chunks, and embedded in the background. The status column shows processing, completed, or failed.
• All AI bots for this client share the same knowledge base — you don't need to re-upload per bot.
• Enable or disable knowledge base usage per bot in the Bots section.
• Delete obsolete documents at any time — this removes the document and all its chunks from retrieval.
• Tip: keep documents focused (one topic per file) and well-formatted with clear headings — this dramatically improves retrieval quality.

FlowTriage can automatically send WhatsApp notifications when ticket or booking events occur, keeping everyone informed.

• Navigate to Settings → Automated to configure ticket automation templates.
• Subscriber Added to Ticket - Automatically notify subscribers when they're added to a ticket.
• User Assigned to Ticket - Notify team members when they're assigned to work on a ticket.
• Ticket Status Changed to Started - Alert subscribers when work begins on their ticket.
• Booking Request Created - Notify assigned resource managers when a new booking request is submitted.
• Booking Approved - Notify the subscriber when their booking is approved.
• Booking Cancelled - Notify the subscriber when a booking is cancelled or rejected.
• Templates must be set to Dynamic type with proper variable mappings to work with automations.
• Configure automation templates per client so each workspace can use its own message style.

FlowTriage has different user roles with specific permissions to control what users can access and modify.

System Administrator

• Full access to all clients and system-wide settings
• Can create and manage clients
• Can impersonate other users
• Access to all admin menus and configuration options
• Can delete tickets (soft delete)

Client Admin

• Full access to their assigned client(s)
• Can manage users, teams, groups, categories, and attributes
• Can configure WhatsApp templates, broadcasts, and automations
• Can access all settings including AI, widget, and automated responses
• Can delete tickets (soft delete)
• Can view and manage all tickets and messages

Manager

• Can manage tickets, messages, and subscribers
• Can create and send broadcasts
• Can delete tickets (soft delete)
• Can assign tickets to team members
• Can view reports and analytics
• Cannot modify system settings or user permissions

Staff

• Can view and respond to messages
• Can view and update tickets assigned to them
• Can add notes and attachments to tickets
• Cannot delete tickets
• Cannot create broadcasts
• Cannot access settings or configuration
• Limited to their assigned work and conversations

Manage bookings for courts, equipment, meeting rooms, or any resource your clients need to reserve.

Enabling the Feature

• Navigate to Client Settings → General tab.
• Enable the Bookable Resources feature toggle in the Features section.
• Once enabled, the Bookings menu will appear in the main navigation.

Managing Resources

• Go to Bookings → Manage Resources to create and configure resources.
• Create resources for anything bookable: tennis courts, meeting rooms, equipment, vehicles, etc.
• Configure booking slot duration (e.g., 30 minutes, 1 hour, 2 hours).
• Set advance booking window to control how far ahead bookings can be made.
• Enable approval workflow if bookings need manager approval before confirmation.
• Toggle auto-create ticket to automatically generate support tickets for bookings.
• Link resources to ticket departments for better organization.
• Assign users to manage each resource with specific roles and notification preferences.
• Use drag-and-drop to reorder resources in the list.

Setting Availability

• Click on a resource to view its details page.
• Scroll to the Weekly Availability Schedule section.
• Click Add Time Slot to define when the resource is available.
• Set day of week, start time, and end time for each availability slot.
• Create multiple slots per day for complex schedules (e.g., 9am-12pm and 2pm-5pm).
• Toggle slots active/inactive without deleting them.
• Edit or delete slots as needed to adjust availability.

Viewing & Managing Bookings

• Go to Bookings → Calendar to see the weekly booking calendar.
• Use the resource dropdown to switch between different resources.
• Navigate weeks using Previous, Today, Next buttons.
• Click on any booking card to view full details.
• Bookings are color-coded by status: amber (pending), green (confirmed), blue (completed), grey (cancelled).

Creating Bookings

• Click Create Booking button on the calendar view.
• Select the subscriber making the booking.
• Choose the date and time for the booking.
• Add optional purpose and notes.
• If approval is required, booking is created as Pending.
• If no approval needed, booking is automatically Confirmed.

Approving Bookings

• Click on a pending booking (amber/yellow) on the calendar.
• Review the booking details in the modal that appears.
• Click Approve to confirm the booking.
• Click Reject to decline the booking request.
• For confirmed bookings, use Cancel to cancel if needed.
• All actions update the calendar in real-time.
• When booking automations are configured, request/approval/cancellation notifications are sent automatically.

The subscriber portal gives your subscribers a self-service dashboard where they can view their own information without contacting staff.

• Subscribers authenticate via a one-time passcode (OTP) sent to their phone or email — no passwords required.
• The Overview tab shows membership status, upcoming bookings, open tickets, and recent messages at a glance.
• The Bookings tab displays upcoming and past bookings with dates, times, and resource details.
• The Tickets tab lists the subscriber's tickets with status badges and urgency indicators.
• The Messages tab shows full conversation history across all channels.
• The portal is embedded on your client's public page and styled to match your branding.

The Reports page provides insights into messaging activity and team performance across all channels.

• View message volume over time with daily, weekly, or monthly grouping.
• Break down activity by channel (WhatsApp, Email, Telegram, Web Widget, Messenger) to see where conversations happen most.
• Track average first response time per channel to measure how quickly your team replies to incoming messages.
• Filter reports by date range to focus on specific periods.
• Response time metrics help identify channels that may need more staff attention or improved auto-reply coverage.

Admin users have access to extra configuration options for each client.

• Use the Manage menu to configure users, groups, teams, categories and attribute groups.
• Use the Admin menu (where available) to manage clients and higher‑level settings.
• Configure WhatsApp templates with dynamic variables for automated ticket notifications.
• Set up automated responses for after-hours, business hours, and quiet hours.