Run the inbox, tickets, bookings, and approvals without hunting through menus.

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.
• New workspaces show an Activate your workspace panel on the dashboard until the required setup steps are complete.
• Use the panel to connect a channel, create the first ticket, and invite a teammate. You can dismiss the panel from the dashboard if you want to set up the workspace later.
• Use the top navigation to move between Subscribers, Messages, and Tickets. To Do and Quotes live under Work; Broadcasts, Calendar, Resources, Workflows, Forms, and Docs live under More.
• Admins can open workspace configuration from the account menu under Settings. Platform-level administrators may also see the Admin menu.

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.
• Use the Do not contact switch on the subscriber form to stop all automated messages to that person — AI drafts and auto-sends, workflow and checklist message steps, order-notification webhooks, and broadcasts are all blocked. Their inbound messages are still answered, and staff can still send a manual reply.
• A flagged subscriber shows a red Do not contact badge on the list and their detail page, so you can spot them at a glance.
• Broadcasts and the audience-sync connectors (HubSpot, MailChimp, Everlytic) automatically skip do-not-contact subscribers, and a marketing tool's unsubscribe can flip the switch on for you.

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, Facebook Messenger, SMS, Instagram, and Microsoft Teams.
• 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.
• Use Load older messages to expand a thread 50 messages at a time and reach the full conversation history.
• Create a new subscriber directly from the inbox header, or edit the selected contact without leaving the inbox workflow.
• Attach a file to an email reply with the paperclip (images, PDF, and Word docs); email replies also thread onto the customer's last email subject ("Re: …") instead of starting a new thread.
• If a subscriber is flagged do not contact, an amber banner appears above the composer and a red badge sits by their name. Automated messages are blocked, but you can still send a manual reply when you have a reason to.
• With Voice Note Transcription enabled (Settings → General → Additional Modules), inbound WhatsApp voice notes are transcribed to text automatically — the transcript appears under the audio player, the AI assistant answers them like any message, and tickets and search see the words. Off by default (it uses a paid transcription service per voice note).

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.
• Quotes can have multiple approvers. Each person approves or rejects independently; one rejection rejects the quote, and all assigned approvers must approve before the quote is marked approved.
• 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".
• Change a ticket's status and assignee directly from the Tickets list without opening it — the status badge and assignee become dropdowns, and a ⋯ menu links straight to the ticket.
• Apply a reusable Ticket Template (checklist) when creating a ticket or via Apply template on an existing one — its steps land on a Tasks tab (with a "3 / 7 done" progress badge) and its category, urgency, and assignee defaults are filled in one go. Manage templates at Settings → Ticket Templates (opt-in module).
• Admins and Managers can merge duplicate tickets: fold one into another, moving its notes, messages, time logs, drafts, subscribers, and team onto the survivor, then closing the duplicate with a back-link.
• Optionally tick Notify subscriber on close to message the customer the closed-ticket template when you close a ticket (shown only when that automation is configured).
• When time tracking is enabled, log per-user time entries on the ticket's Time tab (manual entries or a live start/stop timer), with the total shown on the ticket header.
• With Ticket Tags enabled (Settings → General → Additional Modules), put your own free-form labels on a ticket — "warranty", "chasing supplier", "VIP" — then filter the Tickets list by tag (the filtered view is a shareable link), export them in the CSV, and read or write them from both APIs. Tag names ignore case and spacing, so "Urgent", "urgent" and "URGENT" are always the same tag. Anyone can apply an existing tag from the ticket page; admins and managers create new ones and curate the workspace list at Settings → Ticket Tags (deleting a tag removes it from its tickets but never deletes the tickets).

Forms are public web forms you build to capture information from customers — onboarding, support requests, returns, complaints, quote requests — and turn each submission into a subscriber and (optionally) a ticket.

• Open More → Forms to see your forms, search them, and toggle each one active or inactive.
• Build a form with a drag-and-drop field list — text, textarea, number, email, phone, dropdown, radio, checkboxes, file upload, date, time, and date & time — each with its own label, required flag, and options.
• Map contact fields (name, email, phone) so a submission creates or updates a subscriber, and optionally open a support ticket on every submission — with an "Apply checklist to the created ticket" option that stamps a Ticket Template's checklist (and its default category / assignee) onto each new ticket.
• Review each form's submissions from its own page.

Start from a starter

Creating a form offers five ready-made starters to load and tweak — New customer onboarding, Log a support ticket, Return / credit request, Complaint / feedback, and Request a quote / callback — each with sensible fields, contact-detail mapping and ticket creation pre-configured. Nothing is saved until you hit Save.

Create a form from a document

• On the create screen, upload an existing form (an NCR, a returns slip, an onboarding sheet) as a typed PDF or a Word .docx, up to 10MB, and the AI drafts it as a FlowTriage form — fields, types, required flags and dropdown options.
• You land in the builder to review and publish; the drafted form is created inactive so nothing goes live until you're happy with it.
• Forms laid out as a table (most printed ones are) keep their column structure, so a label and the box beside it stay separate fields.
• Scanned, image-only PDFs aren't supported yet — the PDF needs real, selectable text. An older Word .doc isn't read directly either: open it in Word and re-save it as .docx or PDF first.

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

• Open More → 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.
• The Broadcasts page shows a month-to-date usage strip at the top — how many WhatsApp broadcast messages you've sent this month (and how many failed). Every WhatsApp template message that goes out to a recipient counts as one metered send. When your plan includes a broadcast allowance, the strip also shows usage against it (e.g. "1,200 / 5,000 included") and turns amber near the limit.
• Recipients flagged do not contact are automatically skipped when the broadcast is staged — you don't have to filter them out yourself.

Building WhatsApp templates

WhatsApp broadcasts (and automations) send Meta-approved templates. Build and submit them at Settings → WhatsApp Templates — the builder mirrors Meta's own rules so a template is far less likely to bounce on review.

• The Template Name auto-formats to Meta's lowercase_with_underscores as you type, and becomes read-only once submitted (Meta freezes the name — delete and resubmit to change it).
• Header, Body and Footer each show a live character counter against Meta's limits (60 / 1024 / 60), and an Add variable button inserts the next {{n}} placeholder at your cursor.
• Add an optional footer line (up to 60 characters, no variables) below the body.
• Language is a locale picker rather than a free-text box.
• If a body has a gap in its numbering, a repeat, or a leading/trailing variable, the builder rejects it on save with a plain-English reason instead of an opaque Meta error.
• Submit to Meta straight from the template's view page (a clear "Draft — not yet submitted" state tells you where it stands); templates with a media header still submit from the Edit screen, because Meta needs a sample file there.
• Once a template is approved, its view page shows a ready-made API broadcast example (a copy-paste request with the template's real name and variables filled in) for developers wiring up automated broadcasts.

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.
• The quickest path is Connect with WhatsApp (Embedded Signup): a one-click flow that links your WhatsApp Business Account through Meta and sets the webhook for you.
• To connect manually instead, 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, or click Register webhook with Meta to subscribe the app and pin the webhook to your workspace automatically (it also generates a verify token if one isn't set).
• 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 Settings → WhatsApp 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 → Assistant.

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.

Customers can reach a workspace over SMS, with two-way messaging and broadcasts powered by SMSPortal. Inbound replies create or locate the subscriber by their phone number, land in the inbox as SMS messages, and trigger the same AI auto-reply flow as the other channels.

• Open Settings → Channels → SMS.
• Enter your SMSPortal REST API key and the webhook signing secret (stored encrypted), then use Test Connection to confirm.
• Tick SMS on a bot's channels.
• In cp.smsportal.com, paste the FlowTriage webhook URL shown into both the Reply and Delivery callbacks.
• Outbound staff replies, bot auto-replies, and broadcasts go out via SMSPortal, and delivery-status (DLR) callbacks update each message's status.
• Once connected, SMS Only becomes a selectable broadcast channel on the broadcast composer.

Customers can reach a workspace over Instagram Direct Messages. Inbound DMs create or locate the subscriber by their Instagram ID (IGSID), land in the inbox, and trigger the same AI auto-reply flow as the other channels; staff and bot replies go back out as Instagram DMs within Instagram's 24-hour messaging window.

• Open Settings → Channels → Instagram.
• Paste the Instagram Business account id, the access token, and the webhook verify token (access token and verify token are stored encrypted).
• Register the inbound webhook URL shown in your Meta App, and tick Instagram on a bot's channels.
• This is manual setup; production use requires Meta App Review for instagram_business_manage_messages.

Customers can reach a workspace's AI support bot from Microsoft Teams. Inbound Teams messages are authenticated, routed to the right workspace by the customer's Microsoft tenant id, and answered by the bot's auto-reply flow, with replies delivered back into the Teams chat.

• Open Settings → Channels → Microsoft Teams.
• Enable the channel and enter the customer's Microsoft tenant id.
• Tick Microsoft Teams on a bot's channels.
• The channel goes live once the one-time Azure bot app and credentials are configured at the platform level.

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 → Assistant.

The FlowTriage WordPress plugin connects any WordPress + WooCommerce store to FlowTriage. It ships a chat widget, syncs WooCommerce data, captures form submissions, and auto-fires order tracking nudges over WhatsApp.

Install

1. Download the latest zip from the button above.
2. In WordPress, go to Plugins → Add New → Upload Plugin, choose the zip, and click Install Now.
3. Activate the plugin. The setup wizard launches automatically.

Requirements: WordPress 6.0+, PHP 8.1+. WooCommerce 7.0+ is optional — the plugin still works without it (chat widget, AI Q&A, form sync, lead routing).

Get your Bot API token

1. In FlowTriage, navigate to Clients → (your client) → API Token.
2. Copy the token. Keep it secret — anyone with the token can post messages and create tickets on your behalf.
3. Paste it into the plugin's onboarding wizard Connect step (or later under FlowTriage → Settings → Connection).

Saving the token automatically runs a connection check against the FlowTriage API. You'll see "Settings saved and connection verified" when it succeeds, along with your client name. If it fails, the error is shown inline.

Onboarding wizard

The wizard runs automatically on first activation. It walks through:

1. Welcome — confirms what we detected on your site (WooCommerce, product count, tagline).
2. Connect — paste the Bot API token.
3. AI personality — pre-filled from your site name and tagline; tune to taste.
4. Send a test message — type something a customer might say and see the AI's reply.
5. Place the chat widget — pick WhatsApp button, web widget, or both, and enter your WhatsApp number if needed.
6. Done — link to the dashboard.

You can re-run the wizard any time from Settings → FlowTriage Setup in WordPress.

Widget mode

Configure under FlowTriage → Settings → Widget → How customers reach you:

• WhatsApp button — floating WhatsApp button. Click deep-links to the customer's WhatsApp app with the configured greeting. Best for stores where you want phone-capture-on-first-message.
• FlowTriage web widget — in-page chat widget hosted by FlowTriage. No app required for the customer. Best for service businesses where customers want answers without leaving the page.
• Both — show both buttons. Customer picks.
• Disabled — widget off; you can still place buttons manually via the Gutenberg block or shortcode.

Smart default: on activation, WooCommerce stores get the WhatsApp button; sites without WooCommerce get the web widget. You can change this anytime.

Web widget allowlist: when using the web widget, add your WordPress site's domain to the widget's allowlist in the FlowTriage admin (Clients → Web Widget → Allowed domains). Without that, the widget script will refuse to load.

Forms

The FlowTriage → Forms tab in WordPress has two halves:

• FlowTriage Forms — lists the forms in your FlowTriage account. Copy the shortcode for any form, or use the FlowTriage Form Gutenberg block to insert via a dropdown picker.
• WordPress Form Sync — auto-detects Contact Form 7, Gravity Forms, WPForms, and Fluent Forms. For each form, toggle sync on, map name/email/phone fields, and (optionally) create a ticket on submission. Submissions are processed asynchronously via Action Scheduler so the visitor's POST returns immediately.

WooCommerce sync

Privacy-first defaults — nothing customer-related leaves your WordPress site until you opt in. Configure under FlowTriage → Settings → WooCommerce:

• Sync new customers (off by default) — pushes WooCommerce customers to FlowTriage as subscribers when created or updated.
• Create a ticket on each order (off by default) — creates a FlowTriage ticket for each new WooCommerce order, with the line items in the description.
• Send order-completed follow-up (off by default) — sends a templated WhatsApp / email message when an order completes. Supports {name}, {order_number}, {order_total} placeholders.
• Shipment tracking — when a tracking number is set on an order via your tracking plugin, FlowTriage sends the customer a tracking message. Supports Courier Guy, Aramex SA, PostNet, PUDO, DHL, FedEx, UPS, USPS, Royal Mail, DPD, and GLS.

Common gotchas

• "Web widget not yet provisioned" — click Test connection in Settings → Connection. The widget key is fetched on the first /info round-trip.
• Widget doesn't appear on the frontend — check Settings → Widget → Inject mode. "Disabled" turns off auto-injection; use "On every page" for the floating button. Cache plugins should not strip data-no-optimize scripts, but check your cache plugin's exclude list if needed.
• Form picker dropdown is empty — the plugin polls /api/v1/bot/forms on first open. If you just created a form in FlowTriage, hit Refresh on the page (the cache TTL is 60s).
• Custom API endpoint for staging — define FLOWTRIAGE_API_URL in wp-config.php before the plugin loads. The default is https://flowtriage.com.

Updating

Download the new zip and upload via Plugins → Add New → Upload Plugin. WordPress detects it as an upgrade of the existing plugin and shows a "Replace current with uploaded" dialog. Settings, custom tables, and conversation history are preserved across upgrades.

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

• Navigate to Settings → Assistant 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, SMS, Instagram, and Microsoft Teams.
• Set daily draft limits per subscriber to control AI usage and costs.
• Give each Customer (company) an AI context note (their apps, tech stack, projects, gotchas) so replies to that company's contacts are grounded in their specifics.
• The assistant knows today's date and treats a date without a year as the soonest future occurrence, so availability and bookings resolve to the right year.
• The bot knows when to stop — it stays silent on a bare acknowledgement like "thanks" or an emoji, and never repeats an earlier reply.
• Use the test bench on Settings → Assistant to try 1–3 models against a single message and see exactly which tools each calls, the results, the final reply, and token cost — without touching the live copilot conversation.

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 to manage your knowledge base documents. This is a separate tab from Settings → Assistant.
• 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.

Connectors wire external HTTP/JSON APIs into the AI assistant as query tools, so it can look up live data (and, when allowed, make changes) in your other systems. Connectors are an opt-in module, enabled under Settings → General → Additional Modules and managed at Settings → Connectors.

• Build a custom HTTP connector by importing an OpenAPI / Swagger spec (paste JSON/YAML or an https URL); its operations become tools the assistant can call.
• Or connect a standard connector from the catalogue — a growing set of maintained, first-party integrations, each configured from its own settings tab (no OpenAPI spec needed).
• Every connector is read-only by default; turning on writes holds each requested write for staff approval on Settings → Connectors before it runs.
• Optionally switch individual write tools to auto-approve (run without review) while every other write stays gated — auto-runs are still audited.
• Every call routes through a security gateway (tool allow-list, audit log, response size cap, credential redaction); custom HTTP URLs are SSRF-guarded and credentials are stored encrypted.

Standard connector catalogue

Twelve-plus ready-made connectors are available today. Each is read-only until you enable writes (still behind approval):

• Stores — Shopify and WooCommerce: look up orders, shipments, payments and stock so the assistant can answer "where's my order?"
• Payments — Yoco, Stripe and PayFast: check a payment's status, and (with approval) send a payment link or issue a refund.
• Accounting — Xero, Sage and QuickBooks Online: look up customers, invoices (outstanding / overdue) and payments, and create records behind approval. Connect each with a one-click authorise flow on its tab.
• CRM — HubSpot: look up contacts, companies and deals, and log notes behind approval.
• Email marketing — MailChimp and Everlytic: sync your audience out and pull unsubscribes back (see below).
• Payroll & HR — PaySpace: look up companies, employees, leave balances and payslips (read-only).
• Plus Semper (property management / bookings), Skynamo (field sales) and the ONeX product feed.

Contact and catalogue sync

Some connectors do more than answer questions — they keep your subscribers and product catalogue in step with your other systems:

• HubSpot contact sync — opt in per connector to pull your HubSpot contact book into FlowTriage subscribers, on demand (Sync now) or nightly. Matching is by phone then email, existing data is never overwritten (enrich, don't clobber), and a HubSpot email opt-out sets (never clears) the subscriber's do-not-contact flag.
• MailChimp and Everlytic — pick a list/audience, then push your subscribers (and their groups, as tags) into it, and pull unsubscribes and bounces back as do-not-contact flags on existing subscribers. Do-not-contact subscribers are never pushed out, and the pull never creates new contacts — a suppression sync, not an import.
• Yoco — beyond payment status, the assistant can list recent payments, refunds and payouts ("when does today's takings settle?"), and payment links are durable Yoco links. Turn on customer payment confirmations (an automatic WhatsApp/email message when a customer pays or is refunded) with the Register Webhooks button on the Yoco tab — do-not-contact subscribers are never messaged.
• Yoco point-of-sale catalogue sync — one click pulls your Yoco POS items into FlowTriage so the assistant can answer customers' price and stock questions from the catalogue you already keep in Yoco, with no separate catalogue setup. Requires the Products module to be on as well as the Yoco connector; because Yoco's items carry no stock count, an item shows as available based on whether it is purchasable in the POS.

Workflows is a visual automation builder for chaining steps that run when something happens in your workspace. It is an opt-in module grouped under Automation — enable Enable Workflows in Settings → General → Additional Modules; until then the Workflows navigation stays hidden.

• Each workflow is a scannable card (name, type, trigger, enabled/disabled) with Edit, Start, Runs, and Enable/Disable actions; clicking a dynamic workflow opens it in the builder.
• Use a separate Launch a workflow panel to run one on demand, with recent runs listed below.
• The Connector call step calls one of your enabled connectors and an allow-listed tool, maps its arguments from workflow context, and captures a few result fields back so later steps can branch (e.g. look up an order's status, then route on "cancelled").
• Reads and pre-approved writes run inline; a write that still needs sign-off can fail the workflow or continue with a "pending" marker. The connector-call step is itself opt-in per workspace.

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

• Navigate to Settings → Automations 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, Calendar and Manage Resources appear under the More menu.

Managing Resources

• Go to More → 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 More → 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 Settings to configure users, groups, teams, categories, departments, locations, 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.