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

After you log in you land on the Dashboard for your workspace. If you belong to more than one workspace, you first choose which one to open.

Finding your way around

• Everything lives in the menu on the left. At the top are Dashboard, Messages, Tickets, To Do and Quotes (Quotes appears once it's switched on).
• Below those, the menu is grouped: People (your subscribers — your workspace may call them something else — plus Customers when switched on, and Users), Bookings (Calendar, Resources and Services, when bookings are switched on), Engage (Broadcasts, Templates, Forms, and Outreach and Workflows when switched on), Workspace (Docs, Assistant, Reports, Billing, AI Usage and Settings) and, at the bottom, Account (Profile, Help and Developers).
• Optional features are switched on by an admin under Settings → General → Additional Modules. Their menu items only appear once they are on.
• On a phone, tap the ☰ button to open the menu. On a computer you can collapse the menu to icons with the arrow at its top.
• The menu shows your unread message count next to Messages, and how many tickets and to-dos are still open.
• Press ⌘K (Ctrl+K on Windows) or click Search in the top bar to find anything in the workspace.
• The bell in the top bar shows your notifications. Choose which ones you get, and set quiet hours for phone alerts, under Profile → Notifications.
• Admins and Managers configure the workspace from Workspace → Settings, and only they see Billing and AI Usage in the menu. Platform administrators also see an Admin section in the menu (Platform Dashboard, Invoices, Admins, Clients).

The Dashboard

• The Dashboard has two tabs. My Work shows today's numbers — open tickets, tickets opened and closed today, messages received, replies sent and your total subscribers. Click one to open the matching page. All but Open Tickets carry a small 7-day trend line, and the daily counts say how today compares with yesterday.
• Under the numbers, My Work shows cards for whatever needs you now: your outstanding tickets, your to-dos (with overdue ones flagged), bookings in the next 7 days, and quotes waiting for your approval. A card only appears when it has something in it.
• Insights holds the charts: ticket trends, message activity and web widget impressions over the last 7 days, the current mix of ticket statuses, and new subscribers over the last 30 days.
• Ticket and to-do statuses use the same colours on the Dashboard as on the Tickets list and the To Do board, and every status is also shown by name.

Setting up a new workspace

• New workspaces show a Get set up panel on the Dashboard until the required steps are done.
• Choose Guided setup to talk it through with the AI assistant, which configures things for you.
• Or choose Checklist to work through the Activate your workspace steps yourself: create a ticket category, connect a customer channel, create or receive your first ticket, and invite a teammate. Setting your response hours is optional.
• Click Dismiss if you'd rather set up later. This hides the panel for you only.

If you belong to more than one workspace, you can switch between them without signing out.

• The workspace name at the top of the left menu is a switcher. Click it and pick another workspace. On a phone, open the menu with ☰ first.
• The switcher only appears when you belong to more than one active workspace.
• The workspace you're in controls which subscribers, tickets, messages and settings you see.
• Choose All Clients at the bottom of the switcher to go to the full workspace chooser page.
• Your role is set per workspace, so you can be an Admin in one and Staff in another.

Subscribers are the people your business talks to on any channel — WhatsApp, email, web chat, SMS and more. Your workspace may use its own name for them.

• Open them from People in the left menu.
• Search the list by name, email or phone number, or filter it by status or group. Click Export to download the filtered list as a CSV file.
• Open a subscriber to see their Profile and custom Details, and in separate tabs their Bookings (when bookings are on), Orders (when your Shopify store is connected), Tickets and Messages.
• 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, automatic order notifications, and broadcasts are all blocked. You still receive their messages, and staff can still send a reply by hand.
• 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 Inbox is where you handle day‑to‑day conversations with customers and teammates across every channel.

Using the Inbox

• Click Messages in the left menu to open the Inbox. Conversations are listed on the left, the selected conversation is in the middle and, on wide screens, a side panel on the right has Ticket, Contact and Activity tabs.
• On a phone you see one pane at a time; tap All conversations to go back to the list.
• Supported channels: WhatsApp, Web Widget, Email, Telegram, Facebook Messenger, SMS, Instagram, and Microsoft Teams. New messages appear automatically.
• Filter the list by Active, Archived or All, and by Team (conversations with colleagues) or subscribers. Hover over a conversation to archive it or mark it as spam.
• With Enable Request Summaries on Inbox Rows switched on (Settings → General → Additional Modules), each customer conversation in the list shows a short line marked AI that says what the customer is asking for in their latest message, instead of that message's first words. The summary only shows while that message is still the newest in the conversation; otherwise, and whenever there is no summary, the row shows the message itself. Team conversations and messages with no text, such as a photo on its own, never get one. Each summary is a small AI call that counts towards your plan, with a daily limit per workspace, and summaries are deleted after 30 days. An admin can choose which AI model writes them under the same setting.
• Inside a conversation you can filter the messages by channel, and use Load older messages to reach earlier history. The conversation's ⋯ menu has Mark Unread.
• Click + at the top of the Inbox to add a new subscriber, or Add Contact / Edit Contact in the conversation header to fill in the person's details.
• If a subscriber is flagged do not contact, an amber banner appears above the reply box and a red badge sits by their name. Automated messages are blocked, but you can still send a reply by hand when you have a reason to.

Replying

• Type in the reply box at the bottom of the conversation. Use the emoji picker button to add emojis.
• Email replies continue the customer's last email thread ("Re: …") instead of starting a new one. You can add Cc and Bcc; Cc is filled in from the last email you received.
• Use the paperclip to attach up to 5 files to an email reply: images, PDFs, Word documents or Illustrator/EPS artwork, up to 10 MB each. There is also a size limit for all the files on one email together.
• On WhatsApp you can send one image or PDF with a reply.
• WhatsApp formatting (bold, italics, strikethrough) shows as it looks on the customer's phone.
• Click Log a call in the conversation header to record a phone call: whether they called you or you called them, what it was about, when, and how long. The call is saved in the conversation so the history stays complete.

AI drafts

• When AI is on, an AI review available chip appears just above the reply box when the AI has left something for you. Hover over it to preview it, or click it to open it. If it holds a suggested reply, Insert it to edit and send. You can always Regenerate or Dismiss it.
• No draft? Click Draft with AI to ask for one. Conversations where the AI has left something for you to look at are marked ✦ AI review available in the list. It may be a suggested reply, or a note that the conversation needs a person (see below).
• If your AI bot uses the Support v1 response engine and decides a person should answer, the draft reads Needs a person and has no Insert button. Any action it suggests (such as a ticket or booking) is labelled as not performed.
• When someone on your team replies by hand, AI auto-replies step back from that conversation for a while. A banner shows until when, with Pause 3 days and Resume AI now. You can also click Pause AI on this thread at any time.
• Click the bookmark on any reply you sent to Save as standard answer. AI drafts will prefer it for similar questions. Manage saved answers under Settings → AI Learning.
• With Voice Note Transcription switched on (Settings → General → Additional Modules), incoming WhatsApp voice notes are turned into text automatically. The transcript appears under the audio player, the AI assistant answers them like any message, and tickets and search see the words. It is off by default because it uses a paid transcription service for each voice note.

Tickets and teammates

• If the contact already has an open ticket, a chip in the conversation header links straight to it. Otherwise click Create Ticket (you can also use ⋯ → New ticket).
• To turn part of a conversation into a ticket, tick the messages you need and click Create ticket in the bar that appears.
• To message a colleague, click the Message a teammate button beside + at the top of the Inbox and pick a person. They're notified in the app, on their phone and, if they don't use the Inbox, by email. Team conversations show an Internal badge and appear under the Team filter.

Spam, blocked senders and held email

• If an email is spam, use Mark as spam — on the conversation in the Inbox list, on the email thread, on the ticket, or in the ticket's ⋯ menu on the Tickets list. The thread moves out of the Inbox into Spam (the link at the top of the Inbox), where you can Restore it.
• To stop a sender, open the conversation's ⋯ menu and choose Block this sender or Block everything from their domain. Manage the full list under Settings → Blocked Senders.
• Optionally, an admin can turn on Hold email from unknown senders for review (Settings → Channels → Email → Spam protection). Email from people you don't know yet then waits in Held for review instead of creating a contact or ticket. Open it from the Held link at the top of the Inbox, beside Spam; while mail is waiting, an amber badge there shows how many.
• For each held email, click Approve, or use its ⋯ menu to block the address or Discard it. Admins and Managers also see options to approve and trust everything from that company's domain, or to block the whole domain. Discard all clears the whole waiting queue.
• Approving delivers the email with all of its attachments, onto the conversation and any ticket it opens. If the sender attached more than the server could receive, the held email says how many files were not received.
• Use the search box on the Held page to find emails by sender name, address or subject. It searches both the Waiting list and the Reviewed list of emails already dealt with.

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

Finding tickets

• Open Tickets from the left menu to see every ticket that isn't closed. The number beside it counts all the workspace's tickets that aren't closed. To see closed tickets, choose Closed in the Status filter.
• Staff and 3rd-party users only see tickets they are assigned to or have been added to.
• The strip of counts at the top (Open, In Progress, Paused, Work Complete, Awaiting Approval) filters the list when you click a status; click it again to clear it. The filter bar below lets you search by title or ticket number and filter by Assigned To, Status and Urgency. More adds Category, Tag and group filters and, when Ticket Templates are on, Process (tickets that follow a particular checklist, such as an NCR).
• If your workspace has two or more departments, a row of department buttons at the top of the list lets you show one department at a time.
• Switch between Table, Card, Kanban and Schedule views with the buttons beside the filters. In Kanban, drag a card to another column to change its status. Schedule shows tickets by their scheduled start, a week at a time.
• In Table view, Columns lets you choose what's shown; your choice is remembered. Long values are cut short; hover over one to see all of it. Export downloads the filtered list as a CSV file, and the Kanban board follows the same filters, including Tag and Process.
• Change a ticket's status and assignee straight from the list — the status badge and assignee are dropdowns. The ⋯ menu has Open, Move to (only the statuses allowed from the current one), Assign to me, Mark email as spam (for email tickets) and, for Admins and Managers, Delete.

Creating a ticket

• Click New Ticket on the Tickets page, or create one from a conversation in the Inbox.
• Give it a title and description, and set its category, location, urgency, due date and an optional scheduled start. You can attach up to 5 files (10 MB each).
• Department is a label that groups tickets by the part of your business handling them, so you can filter the list by it. Set it when creating or editing a ticket. The field only appears once an admin has added departments under Settings → Departments.
• Location records where the work is. Admins manage the list of locations under Settings → Locations.
• With Enable Sub-Categories on Tickets switched on (Settings → General → Additional Modules), each category can have sub-categories, set up from Settings → Categories. Choose a ticket's sub-category when you edit it.
• Tick Recurring ticket to have the ticket opened automatically every week or every month — on a set day of the month, or on a weekday such as "the first Monday". Manage your schedules from the Recurring Tickets button on the Tickets page.

Working on a ticket

• The Correspondence tab shows the full conversation with the customer. Choose Reply to answer on their channel (email replies have a formatting editor and can carry several attachments), Forward to pass an email on, or Note for internal comments. A ticket with no contact allows notes only.
• In a note, type @ to mention a teammate, and attach images, PDFs, Word documents or artwork files. The ticket's assignee and everyone added to the ticket are notified of new notes, and anyone you mention gets their own alert.
• Tickets created from an email show the email as it was written and keep its attachments.
• A ticket opened by a form shows the answers as a list of questions and answers, under "Submitted through the … form". Questions left blank are not shown.
• To add colleagues to a ticket, click Team Members → Manage. Tick individual users, or tick a Team to select all of its members at once (ticking a team replaces your current picks, so choose teams first and then add any extra people). Teams are set up by admins under Settings → Teams.
• Use the matching Manage button for subscribers to link the customers involved.
• The Status Actions panel holds the status buttons (Admins and Managers can also close a ticket without approval) and small icons to Edit, Merge (Admins and Managers) and Delete (Admins). Update the status as work progresses so your open and late counts stay accurate.
• Edit a ticket to change its department, category, sub-category, location, urgency, Target Completion Date, scheduled start and primary assignee. Target completion dates are how late tickets are spotted. If you give the ticket a new primary assignee, they are notified, just as when a ticket is assigned anywhere else (you aren't notified when you assign it to yourself).
• The side panel lists the customer's other Recent Tickets.
• Tickets logged from the FlowTriage mobile app can include where they were raised; click Open in Google Maps on the ticket to see the spot.
• With Enable Time Tracking switched on (Settings → General → Additional Modules), log time on the ticket's Time tab, by hand or with a start/stop timer. The total shows on the ticket header.
• Optionally tick Notify subscriber on close to send the customer the closed-ticket WhatsApp message when you close a ticket (shown only when that message has been set up).
• Automatic WhatsApp notifications can be sent when subscribers are added, users are assigned, or the status changes to "In Progress".

Checklists (Ticket Templates)

• With Enable Ticket Templates switched on (Settings → General → Additional Modules), admins build reusable checklists under Settings → Ticket Templates.
• Pick a template when creating a ticket, or use Apply a template on the ticket's Tasks tab. Its steps land on the Tasks tab with a "3 / 7 done" progress badge, and its category, urgency and assignee defaults are filled in. A ticket can have one template; the Tasks tab then shows which template it came from.
• Steps can be simple ticks, confirmations, file uploads, a message to send, a form for the customer to fill in, or an approval that a named person must Sign off. Until then the step shows "Awaiting sign-off by …".
• Each step can have its own owner, and the owner can be changed as the work moves between people.

Tags

• With Ticket Tags switched on (Settings → General → Additional Modules), put your own labels on a ticket — "warranty", "chasing supplier", "VIP" — then filter the Tickets list by tag (you can share the filtered view as a link) and see tags in the CSV export.
• 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 manage the list at Settings → Ticket Tags. Deleting a tag removes it from its tickets but never deletes the tickets.

Merging and deleting

• Admins and Managers can merge duplicate tickets: fold one into another, moving its notes, messages, time logs, drafts, subscribers and team onto the ticket you keep, then closing the duplicate with a link back.
• Deleting a ticket hides it from every view but keeps its data. Admins can delete from the ticket page; Admins and Managers can delete from the ⋯ menu on the Tickets list.

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

• Open To Do from the left menu. The number beside it is how many items aren't done yet.
• Click New Item to add work with a person, status, due date and priority.
• Add extra people to an item under Allocated Users. The main person decides which section of the board the item appears in, and each person's section can be collapsed or expanded.
• The strip at the top counts the whole board: Open work, In progress, Stuck, Overdue and Done. These counts stay the same while you search or filter.
• Search the board or filter it to All work, Assigned to me, Overdue, Unassigned or Done.
• Change an item's status, due date or priority straight from the list. Overdue items are highlighted, and finished items move to a Done section.
• Open an item to add Files and Comments and to see its Timeline. Type @ and a name in a comment to notify a teammate.
• To add many items at once, click Import and paste a list from a spreadsheet (CSV) with a title column, and optionally status, priority and due_date columns. Imported items start unassigned, so assign them on the board afterwards.

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

• Quotes is an optional module. An admin switches it on with Enable Quotes under Settings → General → Additional Modules. It then appears in the left menu.
• Click New Quote to add one. Choose an existing company or supplier, or create a new one right there.
• Each new quote gets a purchase order number automatically (PO001, PO002, …) when you save it.
• You can attach files and add links (for example, a supplier's online quote) when creating a quote, or later on its Files tab.
• Open a quote to see its Overview, Approvals, Comments, Files and Timeline in separate tabs. Type @ and a name in a comment to notify a teammate.

Statuses and approvals

• Click Manage Statuses to set up your statuses. Give each one a label, a colour, a board group and a sort order, and tick Requires approval if quotes in that status need signing off.
• Each status can have Default approvers. They are added automatically when a quote is created in, or moved into, that status.
• Choose people under Email when a quote enters this status to tell them when a quote reaches it — for example, whoever pays once it's approved. They get an in-app and phone notification, plus an email while Notify by email is ticked.
• If a status requires approval, only the approvers set on that status can move a quote into it. The Approvers list on a quote only offers that status's approvers (or everyone, if the status has none set).
• A quote can have several approvers. Each person approves or rejects on their own; one rejection rejects the quote, and everyone must approve before it is marked approved.
• Quotes waiting for your approval also appear on your Dashboard under Quote Approvals.

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 Engage → Forms in the left menu to see your forms. Search them, or show all forms, live forms only or drafts only.
• Each form's card shows how many fields and submissions it has. Its ⋯ menu has Edit, View Submissions, View Results, Activate/Deactivate and Delete. The card also shows the embed code for your website and a Preview link to the live form.
• Staff can also fill in forms from the FlowTriage mobile app, and a ticket checklist step can ask the customer to complete a form.

Creating a form

• Click Create Form. You can start in three ways: describe it to the AI, upload an existing document, or pick a ready-made starter. Or simply build it from scratch.
• Under Describe your form, say what you want to find out (for example "feedback on our mobile app"). The AI drafts the questions as an inactive form for you to review and publish.
• Seven starters are ready to load and tweak: New customer onboarding, Log a support ticket, Return / credit request, Complaint / feedback, Request a quote / callback, Non-conformance report (NCR) and NCR closeout. Each comes with sensible fields and, where it makes sense, contact details and ticket creation set up. If you already have the matching checklist template, it's selected for you. Nothing is saved until you click Save Form.

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.

Building the form

• Click Add Field to add questions — text, textarea, number, email, phone, dropdown, radio, checkboxes, file upload, date, time, date & time, and section break — each with its own label, required setting and options. Put them in order with the up and down arrows.
• A section break starts a new step. Under Show this step only when… you can show a step only when an earlier dropdown, radio or checkbox answer matches, so different people see different questions.
• Add a Header image and choose a Layout (Card, Cover or Split). Set the Submit Button Text and Success Message, or send people to your own page after they submit with a Redirect URL. Tick Active when the form is ready to go live, then click Save Form.
• 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 adds a Ticket Template's checklist (and its default category and assignee) to each new ticket. Without a checklist, the ticket opens with nobody assigned, and its category comes from your category keywords when one matches.
• The ticket shows the submitted answers as a list of questions and answers, so you can read them at a glance.
• List email addresses under Notification Emails to be told about each submission.
• If you embed the form on your website, add your site's address under Allowed Embed Origins.
• Click Preview to open the live form as customers see it (it shows the last saved version).
• You can change a form that already has submissions. Saving keeps the answers people have already given; only a question you remove from the builder takes its answers with it.

Competitions

• Switch on Competition to turn submissions into entries. After submitting, the person sees their prize revealed with Spin the wheel or a Scratch card.
• Choose Entries per person (one ever, one per day, or unlimited), and list prizes with their odds, stock and prize codes. Under How winners are decided, pick odds per entry, or guaranteed winners (which needs a total number of entries).
• Write the Winning message and Losing message, and use Test the reveal to try it before going live.

Submissions and results

• Open View Submissions to read each response. A submission that opened a ticket has a blue Ticket # badge with the ticket's number; click it to open the ticket.
• Open View Results and pick a date range to see the answers summarised, Download CSV, or click Generate report for an AI write-up of the key findings, what people are saying, and recommendations.

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

• Open Broadcasts from the Engage section of the left-hand sidebar to see your previous campaigns and their status. Click Send Broadcast to start a new one.
• Choose a channel: WhatsApp Only, Email Only, Telegram Only, SMS Only, or Both WhatsApp & Email. You only see the channels you've connected; Email is always available.
• For WhatsApp broadcasts, choose an approved template. The Manage templates link next to the template picker takes you to your templates.
• For Email and Telegram, compose messages directly without template restrictions.
• Select recipients from individual subscribers, groups, or both — duplicates are automatically removed.
• Use a Smart segment to target people automatically: Lapsed (no contact or booking in a number of days), Hasn't booked in…, Booked within…, or Membership expiring within…, then set the number of Days. The list is worked out when the broadcast actually sends, so a scheduled broadcast reaches whoever qualifies on the day. You can combine a segment with individually picked people and groups.
• Before you send a WhatsApp broadcast, the composer shows an Estimated cost: the number of messages times the rate for the template's category (marketing costs more than utility). It also tells you how many recipients will be skipped as do-not-contact, and whether any messages go beyond your monthly bundle.
• Schedule for later to pick a future date and time (in your workspace's timezone), or Send immediately.
• Scheduled and draft broadcasts can still be changed: open the broadcast and click Edit.
• Large broadcasts are sent in batches in the background, so you can leave the page while they go out.
• Open a broadcast to track Recipients, Processed, Delivered, Read and Failed as they happen, with a Delivery progress bar while it sends.
• Each broadcast also shows its Outcomes: how many recipients replied and how many went on to make a booking in the days after it was sent.
• 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 — you don't have to filter them out yourself.

Staff announcements

Need to tell your own team something rather than your customers? Admins and managers see a Staff announcement box at the top of the Broadcasts page.

• It goes to your staff's phones and their in-app notifications — never to customers.
• It arrives even during their quiet hours, so keep it for things that are genuinely urgent.
• Open Who gets this? to see who will get a phone alert and who will only see it in the app (for example, people who haven't signed in on the mobile app yet, or who have muted announcements).

Building WhatsApp templates

WhatsApp broadcasts (and automations) send Meta-approved templates. Build and submit them from Templates in the Engage section of the left-hand sidebar (next to Broadcasts), or jump there from the Manage templates link on the broadcast composer. The builder mirrors Meta's own rules so a template is far less likely to bounce on review.

• Not sure where to start? Click Start from an example to copy a ready-made template (order confirmation, delivery update, appointment reminder, payment request, special offer and more) and edit it. Nothing is sent to Meta until you submit it, and it still has to be approved.
• Admins and managers can also click Draft with AI and describe the templates they need, for example "booking confirmation and reminder, in English and Afrikaans". The assistant drafts each template as a card with a phone preview, checks it against Meta's template rules, and shows each problem with how to fix it. Change a card with Edit, then click Save as local draft and open in editor to finish it and submit it from the normal editor. The assistant never sends anything to Meta itself, and each workspace can make 30 assistant requests a day.
• The Templates page lets you search (including the message text), filter by status, category and language, sort, and switch between grid and list view.
• Admins and managers can click Sync from Meta to pull in templates you created directly in Meta and refresh the status of existing ones. This needs your WhatsApp Token and WABA ID saved on the WhatsApp settings page.
• 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.
• Meta needs an example value for every variable before it approves a template. Type them straight into the Variables in this template panel under the message — a needs example badge shows which ones are missing. A realistic example (e.g. "Sam" for a name) gets approved faster than a blank.
• Admins and managers can click Submit to Meta straight from the template's view page (a "Draft — not yet submitted to Meta" badge tells you where it stands); templates with a media header still submit from the Edit screen, because Meta needs a sample file there. The status updates by itself once Meta decides. Other team members can create and edit templates, but the Edit screen tells them only admins and managers can submit, edit or delete templates at Meta.
• Once a template is with Meta, its Edit screen lets an admin or manager Edit at Meta (your changes go back for review; the name and language can't change) or Delete at Meta. Anyone can use the Test Template section to send a test message to a phone number, using sample data for the variables.
• Once a template is approved, its view page shows a Send via API card with a copy-paste example (the template's real name and variables filled in) for developers wiring up automated broadcasts.

FlowTriage can send a daily email with key figures for each workspace: anything that needs attention (such as late tickets), messages in and out, tickets created and closed, a breakdown by channel, first response time, AI drafts and tickets resolved on time.

• Admins and managers choose who gets it under People → Users in the left-hand sidebar. Click the pill in a person's Daily Summary column until it shows Daily; Disabled means they don't get it.
• The email goes out each evening and covers that day in your workspace's own timezone. Each figure is compared with the day before and with the 7-day average, and the day it counts is the same day your dashboard shows.
• To check delivery, open a user's row menu (⋯) and choose Send Test Summary. A one‑off summary is emailed to that user.
• Tickets closed as spam aren't counted in the summary.

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: Create a Meta App with WhatsApp

• At developers.facebook.com, create an app of type Business and add the WhatsApp product to it.
• Add a phone number to your WhatsApp Business account (it must not be registered on regular WhatsApp) and verify it via SMS or voice call.
• Open WhatsApp → API Setup in your app. It shows your phone number and, directly under it, its Phone number ID — a long number, not the phone number itself.

Step 3: Generate a Permanent Access Token

• Don't use the token shown on the API Setup page: it's temporary and stops working after 24 hours.
• In Business Settings → Users → System users, add a system user with the Admin role.
• Use Add assets to give it your WhatsApp app with full control.
• Click Generate new token, choose the app, tick whatsapp_business_messaging and whatsapp_business_management, and set the expiry to Never.
• Copy the token straight away — Meta only shows it once.
• Also note your WABA ID: in Business Settings → Accounts → WhatsApp accounts, select your account and the ID sits under its name. Don't confuse it with the Business ID.

Step 4: Configure WhatsApp in FlowTriage

• Go to Settings → Channels and click Set up (or Manage) on the WhatsApp card.
• If you see Connect with WhatsApp, that's the quickest path (Meta's Embedded Signup): sign in, pick your WhatsApp Business Account and number, and FlowTriage saves the details and sets the webhook for you.
• Before clicking Connect with WhatsApp, enter a 6-digit WhatsApp PIN. For a new number, choose one and keep it safe. If your number already has two-step verification, enter its existing PIN.
• To connect by hand instead, open Connection & setup and fill in:
  • From Number — your WhatsApp number with country code, no spaces or +.
  • URL — replace PHONE_NUMBER_ID in the example address with your Phone number ID.
  • Token — your permanent token from Step 3.
  • Verify Token — any random word you make up; if you set up the webhook in Meta by hand, give Meta the same one.
  • WABA ID — the WhatsApp account ID from Step 3.
• Click Save Configuration, then Register webhook with Meta so Meta sends your messages to FlowTriage — no manual webhook setup in Meta needed.
• To confirm it's working, send a WhatsApp message to your number. The status card at the top changes to Receiving messages and the webhook shows Working.
• Use Check Health to see whether Meta currently allows your number to send. If anything is blocked or limited, it shows Meta's own reason, the error code and what Meta suggests you do about it.
• Check Health also shows a This number card: the number's Official Business Account status, its platform, its quality rating and its display name. An approved Official Business Account is Meta's verified badge, and Meta also requires it (on a Cloud API number) before a number can use WhatsApp groups. The card lists what Meta asks for (business verification, an approved display name, two-step verification and 30 days on the platform) and where to apply in WhatsApp Manager.

Step 5: Create Message Templates

• Create templates in FlowTriage under Engage → Templates (or use Start from an example or Draft with AI) and click Submit to Meta. See Building WhatsApp templates.
• Only admins and managers can submit templates to Meta, edit or delete them at Meta, or sync them from Meta. Other team members can still view, create and edit templates in FlowTriage, ready for an admin or manager to submit.
• Templates must be approved by Meta before use. The status updates in FlowTriage by itself.
• Use variables (e.g., {{1}}, {{2}}) for dynamic content.
• Already have templates in Meta? Bring them in with Sync from Meta on the Templates page, or with Preview Templates and then Sync in the Sync Templates box on the WhatsApp settings page.
• Set a template's type to Dynamic when automations should fill in its variables.
• To test a template, open it under Engage → Templates and use Test Template.

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.

Product catalogue

• Once your WABA ID and Token are saved, a Product catalogue section appears on the WhatsApp settings page.
• It finds the Meta Commerce Manager catalogue linked to your WhatsApp account (or you can enter its ID by hand) and lets you browse its products.

Give your workspace its own email address so customer emails land in your inbox, where your team can reply and, if you like, turn each new email into a ticket.

Step 1: Set up your email address

• Go to Settings → Channels and click Set up (or Manage) on the Email card.
• Tick Enable Email Channel and choose an Email Prefix. Your workspace's address is then shown under Inbound Email Address: yourprefix@mg.flowtriage.com. Customers can write to it directly, or you can forward your own support address to it.
• Set the From Name and From Address customers see on your replies.
• Leave the Reply-To Address blank so customer replies come back into FlowTriage and stay in the same conversation. Only enter an address on your own domain if it forwards into your inbound address — otherwise replies leave FlowTriage.

Step 2: Choose how new email is handled

These options appear once the Email Channel is enabled.

• Tick Turn every new email into a ticket and reply with confirmation to open a ticket for the first email of each thread. Replies on the same thread are added to the existing ticket, so there are no duplicates. Autoresponders and bounces are skipped automatically.
• Pick a Default category for email tickets, and write the Confirmation reply the sender receives. You can use {ticket_ref} (e.g. #42) and {customer_name}. Leave it blank to use the default wording.
• Tick Include the prior conversation, quoted, in each email we send if you want each outgoing email to show the earlier messages underneath, like Gmail does. Either way, emails thread correctly in your customer's inbox.
• Files attached to an email appear on the message and, when the email opens a ticket, on the ticket too. Pictures shown inside the email itself, such as a signature logo, stay in the email rather than being added as attachments.

Hold email from unknown senders

• Under Spam protection, tick Hold email from unknown senders for review. Mail from people already on the system comes straight through: approved contacts, people your team has emailed, your team, trusted senders, and replies to email your team sent. Everyone else waits in a review queue.
• Nothing is created for a held email — no contact, no ticket and no reply — until you approve it.
• Open the queue from the Held link at the top of your inbox (next to Screening and Spam), which is always there, or from the amber held badge that shows how many are waiting. The Open the review queue link in the Email settings (and on Blocked Senders while mail is waiting) goes to the same place. Click an email to read it.
• Click Approve to let it into your inbox. Their next email then comes straight through.
• The ⋯ menu next to Approve offers Approve and trust everything from the sender's domain, Block the address, Block everything from the domain, and Discard. The domain options are for admins and managers, and aren't offered for public email services such as Gmail.
• Discard all throws away everything waiting without blocking anyone. The Reviewed tab shows what was already decided, and by whom.
• Type in the Search sender or subject box to narrow both the Waiting and Reviewed lists by the sender's name, address or subject. Discard all is hidden while you search, so it can't be mistaken for "discard these".
• Attachments on a held email are kept until you decide. When you approve it, every attachment that arrived goes into the conversation and onto any ticket it opens. If the sender attached files that were too large, or too many, for FlowTriage to receive, the email says how many were not received.
• Unreviewed email expires after 30 days.

Trusted senders

• When holding or auto-create tickets is on, a Trusted senders box appears. List one address or whole domain per line.
• Mail from these always comes straight through: it's never held for review, and with auto-create on it always opens a ticket, even when it looks automated.
• Your existing contacts and your own team are trusted automatically. Use this list for new or automated senders, such as your web shop, a monitoring system or a partner's whole domain.

Blocking senders and spam

• Mail from a blocked sender is discarded the moment it arrives — no ticket, no contact, no reply. Manage the list under Settings → Blocked Senders: enter an address or a whole domain (plus an optional note) and click Block sender. The list shows how many messages each rule has stopped, and Unblock removes it.
• You can also block from a conversation: open its menu and choose Block this sender or Block everything from their domain.
• To remove a spam email thread, click Mark this email as spam under an email in the conversation, or Mark as spam in the email thread view. The confirmation explains what will happen to any ticket it opened, and lets you tick Block this exact email address.
• Threads marked as spam move to the Spam page (the Spam link at the top of your inbox), where you can read them and Restore one if it was a mistake. Restoring doesn't remove a block.
• The Mark as spam icon on a conversation in the inbox list works for any channel: it archives the whole conversation and labels it as spam. You can bring it back from the Archived filter.
• Screening (also at the top of your inbox) is observation only: once switched on with Enable observation, it records the spam score Mailgun gives each new incoming email so you can compare it with what was really spam. It never moves, blocks or trusts any email.

Send from your own domain (Mailgun)

By default your email is sent through FlowTriage's own domain. To have it sent and signed by your own domain, connect your Mailgun account. The same connection is used by the email channel and by Outreach.

• Open Settings → Connectors and click Configure on the Mailgun card. Once a key is saved, Mailgun also appears under Integrations in the Settings menu.
• Enter your Mailgun API key, the Region (US or EU, matching where your Mailgun domain was created) and your Sending domain. Your From Address should be on that domain.
• Click Save, then Test connection. If the domain isn't verified yet, a table lists the DNS records to add at your domain host; add them and test again.
• When the test passes, tick Send this workspace's email through this account and save. Customer replies still come back into your FlowTriage inbox.
• The Webhook signing key is optional; it lets FlowTriage receive delivery, bounce and complaint updates from Mailgun (used by Outreach).

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.

• Go to Settings → Channels and click Set up (or Manage) on the Messenger card.
• Tick Enable Facebook Messenger, then enter the Facebook Page ID, Page Access Token and a Webhook Verify Token (any secret word you make up and give Meta too). Click Save Configuration.
• In Meta, use the Webhook URL shown in FlowTriage as the callback URL and paste the same verify token.
• Subscribe the Page to at least messages, messaging_postbacks, messaging_deliveries and messaging_reads before testing.
• To test, send a message to the Page from a personal Facebook account and check it appears in FlowTriage.
• 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

• Go to Settings → Channels and click Set up (or Manage) on the Telegram card.
• Tick Enable Telegram Channel and paste your Bot Token from BotFather.
• Click Connect & Set Webhook. (The webhook is also set automatically when you save with Telegram enabled.)
• A green Connected box showing Webhook: Active means you're done. If you see Webhook Not Set or Connection Failed, check the token and try again. Use Check Status any time to re-check.

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.
• To have AI answer Telegram customers, open Settings → AI Bots and tick Telegram on an active bot's channels. For the bot to reply straight away, set its Mode to Auto-Reply Mode (Send automatically) and SLA Minutes to 0.

Staff Notifications & Reply via Telegram

• To get new-message alerts in Telegram, set Settings → General → Incoming inbox notification channel to Telegram. The Telegram option appears once Telegram is connected.
• When incoming messages arrive, staff members with linked Telegram accounts then 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.
• Under OAuth & Permissions, add these Bot Token Scopes: chat:write, commands, users:read, users:read.email and im:write.
• Install the app to your workspace and copy the Bot User OAuth Token (starts with xoxb-) and, from Basic Information, the Signing Secret.

Step 2: Configure FlowTriage

• Go to Settings → Channels and click Set up (or Manage) on the Slack card (listed as Team / ops).
• Tick Enable Slack Integration, then paste the Bot Token and Signing Secret.
• Enter the Notification Channel ID where ticket notifications should be posted: in Slack, right-click the channel → View channel details, and the ID is at the bottom.
• Click Test Connection. The Team/Workspace ID fills itself in when the test succeeds. Then click Save Configuration.

Step 3: Connect Slack to FlowTriage

• The Slack setup page shows an Event URL, a Slash Command URL and an Interactivity URL. Paste each into the matching place in your Slack app settings.
• Add the slash commands /ticket <title> (create a ticket), /ticketstatus <number> (check a ticket's status) and /mytickets (list your assigned tickets).
• Enable interactivity to support ticket status actions directly in Slack.
• Invite the bot to your notification channel with /invite @YourBotName, then use Send Test Message to check it can post there.
• To also get an alert in Slack for every new customer message, set Settings → General → Incoming inbox notification channel to Slack.

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.

• Go to Settings → Channels and click Set up (or Manage) on the SMS card, then tick Enable SMS Integration.
• In cp.smsportal.com, go to API Keys → REST API, create a key, and paste its SMSPortal Client ID and SMSPortal API Secret into FlowTriage.
• Turn on webhook signatures in SMSPortal and paste the Webhook Signing Secret. Set this before pointing SMSPortal's webhooks at FlowTriage. All three values are stored encrypted.
• Enter the From (Sender ID / Number) your customers will see.
• In SMSPortal, paste the Inbound Webhook URL shown in FlowTriage into both the Reply and Delivery webhooks.
• Click Save, then Test Connection to confirm your Client ID and API Secret work.
• To have AI answer SMS customers, tick SMS on a bot's channels under Settings → AI Bots. For replies sent automatically, use a bot on the Classic response harness: a Support v1 bot only prepares drafts on SMS for now.
• 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.

• Go to Settings → Channels and click Set up (or Manage) on the Instagram card, then tick Enable Instagram Integration.
• Your Instagram account must be a Business or Creator account linked to a Facebook Page.
• Paste the Instagram Business Account ID and the Access Token. The Linked Facebook Page ID is optional. Access token and verify token are stored encrypted.
• Make up a Webhook Verify Token (any secret word), enter it here, and give Meta the same one. Type your own: if you leave it blank, FlowTriage creates one when you save, but it isn't shown to you afterwards.
• In your Meta App, go to Webhooks → Instagram, set the Inbound Webhook URL shown in FlowTriage and your verify token, and subscribe to the messages field.
• To have AI answer Instagram DMs, tick Instagram on a bot's channels under Settings → AI Bots. For replies sent automatically, use a bot on the Classic response harness: a Support v1 bot only prepares drafts on Instagram for now.
• 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.

• The FlowTriage Teams app must first be installed in your customer's Microsoft tenant.
• Go to Settings → Channels and click Set up (or Manage) on the Microsoft Teams card.
• Tick Enable Microsoft Teams Channel, paste the customer's Microsoft (Entra) tenant ID into Customer Microsoft Tenant ID, and save. A green Connected box then shows the tenant.
• Open Settings → AI Bots and tick Microsoft Teams on a bot's channels. A bot that answers on Teams must use the Classic response harness.
• The messaging endpoint and Azure bot app are configured by FlowTriage — you only need the customer's tenant ID.

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

Set up the widget

• Go to Settings → Widget (or click the Web Widget card under Settings → Channels) and tick Enable Widget.
• Copy the script from the Embed box with the Copy button and paste it into your website's HTML (ideally before the closing </body> tag).
• Enter your Allowed Domains to restrict which websites can show the widget.
• Tick Enable Turnstile CAPTCHA if you get spam through the widget.
• Allow guest chats before email verification lets visitors start chatting without giving an email address. Turn it off to require a verified email before a new chat opens.
• Set a Default widget welcome message to greet visitors when they open the widget.
• Tick Play sound on new messages to hear an alert when a message arrives.

Online status

• Under Online status, choose Set manually (then tick Widget Online to show you're available) or Follow business hours, which shows Online during your business hours and Offline outside them, in your workspace timezone.
• For one-off changes, such as closing early or staying open late, use Temporary override → Force offline or Force online. Optionally set an end date and time; leave it empty to keep the override until you clear it. The override beats both the manual setting and your business hours.

Auto-replies and AI

• Set a Widget auto-reply message to answer visitors automatically. With a Widget auto-reply quiet time (hours), it's only sent when the visitor hasn't written in that many hours, so people aren't sent it again mid-conversation.
• After-hours and weekend auto-replies are set under Settings → Automations.
• To have AI answer widget visitors instantly, go to Settings → AI Replies, switch on Enable AI replies and Web chat widget, then turn on Answer web chat visitors immediately. Without it, AI replies are left as drafts for your team to check.

Page-specific invitations

• Click Add page message to show a different greeting on key pages (e.g. /pricing).
• Enter the Page path, choose Exact path or Starts with path, and write the Invitation message.
• Tick Open automatically once per browser session to have the widget open by itself on that page, and keep Active ticked while you want the invitation shown.
• Exact paths win; otherwise the longest matching "starts with" path is used.

Try it out

• Once the widget is enabled, the Try it out box on the Widget page runs the real widget so you can test it before adding it to your site.
• Type a Pretend page (e.g. /pricing) and click Reload to check your page invitations. Clear chat starts over.
• Messages you send here are real: they land in your inbox and create a contact, just like a message from your website.

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, go to Settings → Configuration → API and find the Bot API Tokens card. Only admins and managers can open Settings.
2. Type a name such as WordPress website and click Create token, then click Copy. The token is shown only once, so copy it straight away. Each integration gets its own token: Revoke on this one stops only the plugin and leaves your other integrations working.
3. Keep the token secret: anyone who has it can post messages and create tickets on your behalf.
4. 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 in FlowTriage under Settings → Configuration → Widget → Allowed Domains (separate several with commas, e.g. example.com, www.example.com). 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 suggest replies to your customers for your team to check, or to answer customers on its own. You set this up under Settings → Automation: AI Bots decide who the AI answers, on which channels and how, and AI Replies holds the web chat and "person takes over" settings. Settings → Assistant is something different: it sets up the in-app Assistant your staff chat with (see below). Only admins and managers can open Settings.

Set up an AI Bot

• Go to Settings → Automation → AI Bots and click Create Bot. Give it a name and make sure Active is ticked.
• Under Channels, tick the channels this bot answers: Web Widget, Email, WhatsApp, Telegram, Microsoft Teams, SMS and Instagram.
• Choose the Audience: customers, your staff, or everyone. You can have one bot for customers and another for staff on the same channel.
• Pick the AI Provider and AI Model, then write the bot's System Prompt. This sets its personality, tone and rules, for example what it should never promise.
• Choose the Mode. Draft Mode suggests a reply for your team to check, edit and send. Auto-Reply Mode sends the reply itself. On WhatsApp, email, SMS, Telegram and Instagram, the bot only sends on its own when SLA Minutes is set to 0 (reply instantly).
• For web chat, tick Auto-reply outside business hours and/or Auto-reply when widget is offline under Auto-Reply Conditions. The bot then answers visitors itself while your widget shows as offline.
• Keep usage and costs in check with Max Drafts Per Subscriber Per Day, plus Auto-Reply Max Per Window (the most automatic replies one person can get within the time window you set).
• Under Knowledge Base, tick Use knowledge base for context so the bot answers from the documents you uploaded (see the Knowledge Base section below). If the Products module is on, you can also tick Ground answers in the product catalogue so it can answer "do you have X?" questions.
• Tick Remember returning customers to let the bot remember useful facts from past conversations (preferences, delivery details, recurring issues), so customers don't have to repeat themselves. Sensitive personal information is never stored, and staff can review or delete what is remembered on the subscriber's page.
• Before going live, use the Model Comparison Tool on the bot page to see how 2–3 models answer the same test message, with the cost of each. Once the bot is saved, Test Support setup lets you try a practice customer conversation.
• Response harness is normally left on Classic. Support v1 is a pilot that writes structured replies. It never carries out the actions it proposes, such as opening a ticket or running a workflow: those stay as suggestions for your team. It can't be used on a bot that answers Microsoft Teams.
• A Support v1 bot starts in Draft Mode, so your team checks every reply. Only an admin or manager can switch it to Auto-Reply Mode. It then answers on its own on WhatsApp and Telegram (with SLA Minutes at 0) and on web chat (while the widget is offline and an auto-reply condition is ticked). On SMS and Instagram it still only prepares drafts, and it never answers email by itself. If it hands a conversation over to a person, the person assigned to that customer's open ticket (if there is one) is notified.
• While a bot uses Support v1, your workspace's fixed offline, after-hours and weekend messages aren't sent on web chat or Telegram.

AI Replies settings

• Go to Settings → Automation → AI Replies and switch on Enable AI replies. This is needed for AI on web chat, and for the Draft with AI and pause buttons in conversations.
• Switch on Web chat widget to have the AI prepare replies for web chat conversations. You also need an active AI Bot with Web Widget ticked.
• Wait before drafting (minutes) gives your team time to answer a web chat first. Set it to 0 to draft straight away.
• Answer web chat visitors immediately sends the AI's answer straight back in the chat, instead of only leaving a draft for your team. This applies whenever someone uses the widget, not only outside your opening hours.
• Stand down after a staff reply (hours): once someone on your team replies to a customer by hand, the AI stops auto-replying in that conversation for this long, and lets that person know when the customer writes back. The default is 24 hours; 0 turns this off.

AI in a conversation

• When the AI has a draft for the conversation, an AI review available button appears above the message box. Click it to read the draft, then Insert it to edit and send, Regenerate it, or Dismiss it. If it reads Needs a person, the AI decided a person should answer and there is nothing to insert.
• No suggestion yet? Click Draft with AI above the message box to ask for one. This only ever creates a draft; nothing is sent until you send it.
• To stop the AI from auto-replying in one conversation, click Pause AI on this thread. While the AI is standing down, a banner says so and offers Pause 3 days and Resume AI now.
• Give each Customer (company) an AI context note (their apps, projects, tech stack, gotchas). It is included automatically when the AI replies to that company's contacts.
• The AI knows today's date. A date without a year is read as the next time that date comes round, so availability and bookings land in the right year.
• The AI knows when to stop. It doesn't answer a bare "thanks" or an emoji, and it never repeats an earlier reply.

Teach the AI (AI Learning)

• Standard answers: click the bookmark icon under any reply you've sent and choose Save as standard answer, or add one under Settings → Automation → AI Learning. When a customer asks something similar, the AI follows the standard answer first.
• On the same page you can disable or delete standard answers. You can also exclude any Learned Examples (real replies your team sent using AI drafts) that shouldn't be copied, such as a one-off arrangement.
• Learned rules: switch on Enable AI Learning Suggestions under Settings → General → Additional Modules. Each night the AI looks at your team's corrections and proposes short rules. Nothing changes until you Approve a rule on the AI Learning page, and you can Revoke it at any time.

Review automatic replies

• If any of your bots can reply on its own, Reports shows an Auto-reply review button. It opens Automatic reply decisions: the replies sent without a person checking them, the standard fallback messages sent instead, the conversations handed over to a person, and the Support v1 replies that were kept as drafts instead of being sent.
• Approve the right decisions and Flag the wrong ones, with a note on why. Only approved replies the AI actually wrote and sent become examples it learns from. On those replies you can also click Standard answer… to save the right answer once for all similar questions.

The staff Assistant

• The Assistant is an AI helper for your team, not for customers. It answers questions about FlowTriage and can look up your workspace data.
• Switch it on under Settings → Automation → Assistant with Enable Assistant. There you choose its model and instructions, and which Data Tools it can use (Subscribers, Tickets, Messages, Bookings, Dashboard Stats, Orders).
• Once it is on, staff open it from Assistant in the sidebar, under Workspace.
• Use the Test tab on Settings → Assistant to try 1–3 models on one message. You see which tools each one used, the reply and the cost, and your live Assistant chat isn't touched. Save a test as a named scenario to run it again later.

The Knowledge Base lets you upload your own documents (FAQs, product information, policies) so your AI Bots can answer customer questions from your real business information. FlowTriage splits each document into short passages and, when a customer asks something, gives the bot the passages that match the question best.

• Go to Settings → Configuration → Knowledge Base to manage your documents. This is separate from Settings → Assistant.
• Under Upload Document, choose a file and click Upload. Supported formats: PDF, TXT, MD, up to 20 MB per file.
• Documents are processed automatically in the background. Each one shows a status of processing, completed (with the number of passages found), or failed (with the reason).
• All AI Bots in your workspace share the same knowledge base, so you only upload each document once.
• Choose which bots use it in Settings → Automation → AI Bots: edit a bot and tick Use knowledge base for context. There you can also set Max Knowledge Base Chunks (how many passages the bot reads, 1–20) and Excerpt length per chunk (characters). Raise the excerpt length for price lists or store directories whose entries get cut off.
• Click Delete to remove an out-of-date document. The bot stops using it straight away.
• Tip: keep each document to one topic and use clear headings. The bot finds the right answer much more reliably.

Connectors link FlowTriage to your other systems (your store, accounting, payments, CRM and more), so the AI Assistant can look up live information there and, if you allow it, make changes. Connectors are an optional module: switch on Enable API Connectors under Settings → General → Additional Modules, then go to Settings → Integrations → Connectors.

• Under Standard connections, pick a ready-made connector from the catalogue. Each one opens its own settings page where you enter your login or API key. Once set up, it is listed under Settings → Integrations. (Shopify can be set up from Settings → Integrations → Shopify even with this module off.)
• Under Manual API connect, you (or your developer) can connect any other system by pasting its OpenAPI / Swagger description or a link to it. You choose which of its actions the Assistant may use and how to log in. Actions that take their details in the body of the request, not just in the web address, work too.
• Every connector is read-only by default. If you click Allow writes, each change the Assistant wants to make waits at the top of Settings → Connectors until a staff member clicks Approve or Reject.
• For low-risk changes you can switch individual actions on under Auto-approve write tools, so they run without review. Every other change still waits for approval, and automatic runs are still logged.
• Any action that isn't a plain lookup (a GET) counts as a change, so it waits for approval. Some systems answer questions that way because the question is too detailed for a web address. For connectors you added yourself, those actions are listed under Operations that only read. Switch one on only if you know it just reads data: after you confirm, it is marked Read-only, the Assistant can use it even while writes are off, and it runs straight away with no approval step. Nothing in the description you import can switch this on, and Re-import spec keeps it only for actions that haven't changed.
• Each connector has these buttons: Test checks the connection; Enable / Disable turns it on or off; Logs shows its last 50 calls, and Debug keeps a cleaned-up copy of each response while you fine-tune it (switch it off when you're done); Access chooses which staff can use it in the Assistant (tick nobody to allow everyone; workflows aren't affected); Limits sets how many calls it may make per minute and, while writes are off, how long to reuse identical lookups; and, for connectors you added yourself, Re-import spec picks up changes to the other system without re-entering your login details.
• A connector that keeps failing is paused briefly by itself. Every call is checked and logged, passwords and keys are stored encrypted, and they are hidden from logs.

Standard connector catalogue

Twenty ready-made connectors are available today. Any changes they can make need approval unless you say otherwise:

• Stores — Shopify: live order lookup (shipments, payments and order status). WooCommerce: orders, products and stock, and (with approval) update an order's status or add a note.
• Payments — Yoco and Stripe: check a payment's status, and (with approval) send a payment link or issue a refund. PayFast: look up transactions and subscriptions, and (with approval) pause, resume, cancel or update a subscription.
• Accounting — Xero, Sage (global) and QuickBooks: look up customers, invoices (outstanding or overdue) and payments, and create records with approval. Connect each by signing in to that system from its settings page. Sage Accounting ZA is for South African Sage One / Pastel My Business Online books: customers, invoices, aged debtors and items. You connect it with your Sage login and API key.
• CRM — HubSpot: look up contacts, companies and deals, and (with approval) create contacts or log notes.
• Marketing — MailChimp and Everlytic: keep your email lists in step with FlowTriage (see below). Klaviyo: import which of your chosen Klaviyo segments each contact belongs to, for extra background. It is read-only and never sends anything.
• Your own database — Database (PostgreSQL / MySQL): the Assistant answers from your live data. It can only read, never change anything.
• Payroll & HR — PaySpace: look up companies, employees, leave balances and payslips (read-only).
• Property & field sales — Semper: venues, room availability, rates and reservations, and (with approval) create a booking. Skynamo: customers, orders, products, stock and visits, and (with approval) create an order.
• Product catalogue — ONeX Product Feed: bring your ONeX catalogue into FlowTriage so the AI can answer price and stock questions.
• Staff attendance — Timed: staff clock in and out of Timed from the FlowTriage mobile app. Timed stays your main record.
• Email sending — Mailgun: send ticket replies, confirmations and outreach from your own Mailgun account, so email from your domain is signed by your domain.

Contact and catalogue sync

Some connectors do more than answer questions. They keep your contacts and product catalogue in step with your other systems. Product syncs need the Products module switched on (Enable Products under Settings → General → Additional Modules).

• Shopify — on the Shopify settings page you can: Import customers as contacts (kept up to date nightly); add Products in the catalogue so the AI can answer stock questions; Show today's orders on the dashboard; and under What to send, and when, choose which order events (payment received, shipped, shipping updated, cancelled) send the customer a message, on WhatsApp, email or whichever will reach them. Click Register Webhooks once so FlowTriage hears about these events.
• WooCommerce, ONeX and Yoco — use Sync products now under Product sync on the connector's page to bring your catalogue into FlowTriage, so the AI can answer price and stock questions. Yoco items have no stock count, so an item counts as available if it can be bought on your Yoco point of sale.
• HubSpot — tick Sync HubSpot contacts into FlowTriage subscribers to bring your HubSpot contacts in, on demand (Sync now) or nightly. Contacts are matched by phone, then email. Details you already have are never overwritten, only filled in. A HubSpot email opt-out marks the subscriber as do-not-contact (it never removes that mark), and importing a contact doesn't give you permission to message them.
• MailChimp and Everlytic — pick a list or audience. Push now sends your subscribers (and their groups, as tags) out to it. Sync now pulls unsubscribes and bounces back as do-not-contact marks on existing subscribers. Both also run nightly. Do-not-contact subscribers, and contacts Klaviyo shows as opted out of email, are never sent out, and the pull never creates new contacts.
• Klaviyo — tick the Segments to import, then click Sync now or tick Sync selected segments hourly. Being in a segment doesn't count as consent, and do-not-contact marks are never cleared.
• Yoco payments — the Assistant can also list recent payments, refunds and payouts ("when does today's takings settle?"). Click Register Webhooks on the Yoco page to send customers an automatic WhatsApp or email confirmation when they pay or are refunded. Do-not-contact customers are never messaged.

Workflows let you chain steps together so work happens automatically when something happens in your workspace, such as a new message, a ticket changing status, or a set time of day. Workflows is an optional module: switch on Enable Workflows under Settings → General → Additional Modules, then open Workflows in the sidebar under Engage. Admins and managers build, edit, duplicate and switch workflows on or off.

The Workflows page

• The Workflows tab shows each workflow as a card with its trigger and whether it is Enabled or Disabled. Its buttons are Start (run it now), Edit, Duplicate, Runs and Enable / Disable.
• Workflows marked Built-in are ready-made by FlowTriage and can't be edited directly. Click Duplicate to edit to make your own copy.
• The Runs tab lists every run. Filter by status, workflow, current step or date, and open a run to see its Run replay: the path it took through the workflow.

Build a workflow

• Click Build Workflow at the top of the Workflows page. To get started faster, use the Draft with AI box at the top of the builder: describe in plain English when the workflow should run and what it should do. You get a draft to review; nothing runs or is published without you.
• Click Try the canvas builder to see your workflow as a map. Add steps from the list, and use an If / Else condition to split the flow at a step.
• Save Draft keeps your work without running it. Publish Workflow (or Publish New Version) makes it live.
• In the builder, each published workflow shows its Version History. Use Compare to see what changed between versions, and Restore to go back to an earlier one.

When a workflow starts (triggers)

• Manual start — only when someone clicks Start.
• Incoming message — when a customer message arrives. You can limit it to certain channels (web chat, WhatsApp, email, Messenger, Telegram, Slack) and to messages that contain certain words.
• Schedule — hourly, daily, or weekly on a chosen day, at a set time in your time zone.
• Ticket event — when a ticket is created, its status changes, or it is closed. You can limit it to one status with the Status filter. With Ticket Templates switched on, it can also start when a checklist task is completed or a whole checklist is completed, optionally only for one template.
• Connector event — when a connector call succeeds, fails, is refused or times out, or when a change through a connector is waiting for approval, carried out, failed or rejected.
• Webhook (HTTP POST) — when another system sends a request to the workflow's own web address. The address appears after you publish. Keep it secret: anyone who has it can start the workflow.

What a workflow can do (steps)

• Create Ticket — open a new ticket. Tick Let AI write the title to get a short summary (like "Pump leak on line 3") from the message that started the workflow instead of the raw text.
• Update Ticket and Add Ticket Note — change a ticket or add an internal note to it.
• Assign Ticket — assign a ticket to one or more users, or to a whole Team, and optionally notify them.
• Send Message — message the customer on WhatsApp, email, Telegram, Messenger or web chat. You can fill in details collected earlier in the workflow.
• Wait — pause until a set time.
• Form — pause until a staff member fills in a form.
• Approval — pause until a chosen user approves or rejects.
• Call Workflow — start another published workflow, either carrying on straight away or waiting for it to finish and using its result.
• Set Context — store fixed values for later steps to use.
• With Ticket Templates switched on: Apply Ticket Template (add a checklist and its defaults to a ticket) and Complete Checklist Step (tick off a step on a ticket's checklist).

Using connectors in workflows

• Switch on Enable Connector Workflow Steps under Settings → General → Additional Modules. Workflows and API Connectors must also be on. This adds two steps.
• Connector Call — ask one of your connectors for information (or, with approval, to make a change) and keep a few details from the answer so later steps can act on them. For example: look up an order's status, then take a different path if it is "cancelled". Lookups, and changes you have set to auto-approve, run straight away. A change that still needs sign-off can either stop the workflow or carry on marked as "pending".
• Generate Report — pull rows from a connector into an Excel or CSV file and email it. Pair it with a Schedule trigger for regular reports.

FlowTriage can automatically message customers and staff when ticket, booking or order events happen. Most of these messages use approved WhatsApp templates; several booking messages can also go by email. The same page also has alerts for unanswered conversations and simple automatic replies. To set them up, go to Settings → Automation → Automations.

How template messages work

• Each event has a template picker. Choose a template to switch that message on, or — No template (disabled) — to switch it off. Each row shows whether it is Active or Off.
• Only Dynamic WhatsApp templates are listed. Create them under Templates in the sidebar (under Engage) and set a mapping for each variable, so FlowTriage knows what to fill in when it sends.
• Settings are saved per workspace, so each workspace can use its own message style. Click Save Automation Settings when you're done.

Ticket notifications (WhatsApp)

• Sent to customers: Draft Ticket Created (a "request received, under review" note when the AI creates a draft ticket from their message), Subscriber Added to Ticket, Ticket Status Changed to "Started", Ticket Approved by Subscriber, and reminders 24 hours and 1 hour before a scheduled ticket starts.
• Sent to staff: User Assigned to Ticket, Note Added to Ticket, and Ticket Marked Work Complete (Management Staff).
• For Note Added to Ticket, choose who receives it: the ticket's contacts, assigned team members, and/or specific managers. Staff can switch it off for an individual note when they add it. Only people with a phone number receive it.
• The work-complete message goes to every admin and manager unless you tick Restrict completion notifications to specific admins/managers and choose who gets it.

Booking and order notifications

• Booking Request Created — tells the resource's managers about a new booking request.
• Booking Confirmation, Booking Approved, Booking Cancelled (also used when a booking is rejected) and Booking Rescheduled — sent to the customer. For each one you choose WhatsApp + Email, WhatsApp only or Email only. WhatsApp needs an approved template; email needs no setup.
• Booking Payment Request — sends the customer a Yoco payment link. Set Payment policy to Required — request payment on booking and every priced booking automatically gets a payment link, and is confirmed once it is paid. This needs an enabled Yoco connector.
• Order Paid, Order Shipped (with the tracking number) and Order Cancelled — sent to the customer for Shopify or Yoco orders.

Alerts and automatic replies

• Unanswered Message Alerts — tick Alert staff about unanswered conversations, set Alert after (minutes), choose WhatsApp (with a template) or Telegram under Send alerts via, and select the staff to alert. FlowTriage checks every 5 minutes and sends one summary message covering every overdue conversation, not one message each. WhatsApp recipients need a phone number; Telegram recipients need a linked Telegram chat.
• Generic Auto-Reply — a fixed message sent during business hours when a customer writes again after a quiet period. Set Auto-reply quiet time (hours) and the message; leave the message blank to switch it off.
• After-Hours & Weekend Auto-Replies — one message for weekdays outside your business hours, and one for weekends (from Friday after hours until Monday morning).
• These automatic replies go back on the channel the customer used. Web chat uses its own Widget auto-reply message on Settings → Configuration → Widget instead. No automatic reply is sent when an active AI Bot answers that channel, because the bot handles the reply. On a channel whose bot uses the Support v1 response harness, these fixed replies are never sent, even in Draft Mode.

Everyone in a workspace has one of four roles: Admin, Manager, Staff or 3rd Party. You pick the role when you invite someone, and Admins and Managers can change it later from People → Users (see Users, Teams & Departments).

Admin

• Sees and works on every ticket, conversation, contact and booking in the workspace.
• Opens Settings, Billing and AI Usage, and manages users, roles, teams and the rest of the workspace setup.
• The only role that can delete a ticket using the Delete button on the ticket page.
• A workspace always keeps at least one Admin: the last Admin can't be given another role or removed until someone else has been made an Admin.

Manager

• Has the same access as an Admin to tickets, messages, contacts, bookings, Settings, Billing, AI Usage, users and teams.
• Can delete tickets from the ⋯ menu on the Tickets list, but not from the ticket page itself.
• Can give any role, including Admin, when inviting or editing someone.

Only Admins and Managers can

• Close a ticket from the ticket page, and merge duplicate tickets.
• Remove checklist steps that came from a Ticket Template.
• Manage the Ticket Tags, Locations and Rate Classes lists in Settings, and build or edit Workflows.
• Send a Staff announcement from the Broadcasts page (an urgent message to your team's phones that arrives even during quiet hours).
• Open the Satisfaction, Auto-reply review and Invoice reminders reports.
• Add people with Invite Teammate or Link Existing User, and change someone's role or details with Edit on People → Users. A teammate's name, email and phone number can only be changed there when their login belongs to this workspace alone; for anyone who also works in another workspace, only their role can be changed here.
• Send welcome, password-reset and test summary emails, and use Remove from Workspace, from the ⋯ menu on People → Users, and change who receives the summary email.
• Submit, edit or delete WhatsApp templates at Meta, use Sync from Meta, and use Draft with AI on the Templates page.
• Switch an AI bot that uses Support v1 into Auto-Reply Mode, so its replies go to customers without anyone reviewing them first.
• Use the Inbox in the mobile app and get its new-message alerts.

Staff

• Only sees tickets where they are the primary assignee or have been added as a team member (including when their whole team was added). This applies to the Tickets list, the board and the CSV export.
• Can work on those tickets: update the status, add notes and attachments, and apply existing tags.
• Can't merge or delete tickets, or use the Close button on a ticket page.
• In the web app, can use Messages (the shared inbox), send customer Broadcasts and view Reports.
• Can see everyone on People → Users and their role, but can't invite, edit or remove anyone.
• Can view WhatsApp templates and create or change them in FlowTriage, but can't submit, edit or delete them at Meta.
• Can't open Settings, Billing or AI Usage.

3rd Party

• For contractors and suppliers from outside your organisation.
• Has the same ticket limits as Staff: only sees tickets they are assigned to or added to, and can't merge, delete or close them from the ticket page.
• Otherwise has the same access as Staff in the web app, including Messages (the shared inbox), Broadcasts and Reports.
• When they're on a ticket, they receive its WhatsApp status updates and scheduled reminders, just like a customer (when those templates are set up under Settings → Automations).

System Administrator

• FlowTriage platform staff, not a workspace role.
• Can open every workspace, create and manage client workspaces, and impersonate users to help with support. Only system administrators can impersonate anyone.
• Sees the Admin group in the sidebar: Platform Dashboard, Invoices, Admins and Clients.

Take bookings for courts, rooms, equipment, coaches or anything else people reserve by the hour or the session, with prices, approvals and payment.

Switching bookings on

• An Admin or Manager goes to Settings → General, ticks Enable Bookable Resources under Additional Modules, and saves.
• A Bookings group then appears in the left sidebar with Calendar, Resources and Services, and Rate Classes appears under Settings → System.

Setting up resources

• Go to Bookings → Resources and click Create resource. Give it a name and, optionally, a description.
• Optionally choose a Location (if you have more than one site) and a Department label.
• Set the Slot Step (minutes): how often start times are offered, for example every 30 minutes.
• Add one or more Allowed Booking Durations, for example 60 and 90 minutes. Each must be a multiple of the slot step. If a booking uses a service with its own length, that length is used instead.
• Set Advance Booking (days) to control how far ahead people can book.
• Under User Assignments, tick the team members who look after this resource. They get the Booking Request Created WhatsApp message for new bookings (when that template is set), and can block out time on it from the mobile app.
• Use Requires these resources when one resource can't be booked without another, such as a coach who teaches in a studio. Booking the coach also takes the studio, and only while the studio is free and open.
• Tick Require approval for bookings if someone must approve each booking before it's confirmed. Untick Active to take a resource out of use.
• Drag resources by their handle on the Resources page to set the order they're listed in.

Setting availability

• Click a resource to open its details page, then find the Weekly Availability Schedule.
• Click Add Time Slot and choose the day of the week, start time and end time.
• Add several slots on one day for split hours (for example 9am–12pm and 2pm–5pm).
• Switch slots off and on without deleting them, or edit and delete them as your hours change.

Services and prices

• Go to Bookings → Services and click New service to describe what can be booked and what it costs, for example "60-minute individual lesson".
• Set the Duration (leave blank to use the resource's own durations), Price (leave blank for "on enquiry") and Currency.
• Set Capacity above 1 for group sessions and classes; 1 means an individual booking.
• Under Offered by, tick the resources that provide the service. Enter a different price next to a resource only if it charges more or less.
• Until you add a service, resources are simply booked by time.

Rate classes

• Rate classes let different kinds of customers pay different prices, for example Junior, Member and Visitor.
• Admins and Managers set them up at Settings → System → Rate Classes. Click Add standard set for a ready-made list, or add your own with a colour.
• Give each contact their Rate class on their edit form. "Standard rate" means they pay the service's normal price.
• Enter the price for each class under Rate class prices on each service. A rate-class price takes priority over a per-resource price.
• A booking keeps the rate it was made at, so moving someone to another class doesn't change the price of bookings they already have.

Memberships

• To switch memberships on, tick Enable Memberships under Settings → General → Additional Modules. Tick Require active membership by default for bookings if only members may book.
• Create your plans (term, price, grace days, terms and conditions) at Settings → System → Memberships.
• To use a different rule for one resource, open it, tick Override client membership booking policy, and choose whether it needs an active paid membership and how many grace days to allow.

Using the calendar

• Go to Bookings → Calendar to see one resource a week at a time. Choose a location (if you have more than one) and a resource at the top, and move between weeks with Previous, Today and Next.
• Free start times appear as dashed chips between bookings. Click one to start a booking at that time. Turn off Show open slots to see bookings only.
• Each booking shows a status label: Pending (amber), Confirmed (green), Completed (blue) or Cancelled (grey, with the booking faded). If you use rate classes, a coloured stripe on the left of each booking shows its rate class. The key under the week explains the day and slot markings and the rate-class colours.
• Priced bookings show a payment badge, such as Awaiting payment, Deposit paid or Paid.
• Blocked entries are times closed off (from the mobile app). Via … entries are times taken by a linked resource, for example the studio's time used by a coach's lesson.
• Click List view to see bookings as a table. Filter by date range, location, resource and status, see the total count and revenue (excluding cancellations), and click Download CSV to export.

Moving a booking

• Drag a pending or confirmed booking on the calendar. While you drag, each day shows the start times under Move to where the booking fits at its own length; drop it on one of them (or click one). Attended, cancelled and group-session bookings can't be moved.
• A confirmation shows the old and new times and, for a priced booking, that the price stays the same. It warns you when the new day is beyond the customer booking window, which only staff can book. Leave Notify the customer ticked to send them your Booking Rescheduled notification (see Booking Notifications below), then click Confirm. Press Esc or Cancel to leave it where it was.
• You can also open a booking and click Move…. Choose any date from today and a start time and, where there is a choice, another active resource at the same location that offers the same service. Then click Confirm move. This also works without a mouse.
• If someone else changed the booking in the meantime, or the time is no longer free, the move is refused with the reason and nothing changes.

Creating bookings

• Click Create Booking on the calendar, or click a free time.
• Search for the person making the booking. If they aren't there yet, type their name to create them on the spot (add a WhatsApp number if you want to send them payment requests).
• Optionally pick a Service. It sets the length and the price, shown at the person's own rate class. Use Charge at to charge this one booking at a different rate without changing their rate class.
• Choose the Booking Date, the Duration (if there's a choice) and a Start Time. Only times the resource is open and free are offered.
• Add an optional Purpose and Notes.
• If the resource requires approval, the booking starts as Pending. Otherwise it's Confirmed straight away.

Approving, attending and cancelling

• Click a booking on the calendar to open its details.
• For a pending booking, click Approve to confirm it or Reject to decline it.
• For a confirmed booking, click Mark attended once it has taken place, or Cancel to cancel it. If Satisfaction Ratings are switched on, the customer is then asked to rate their visit.
• Customer messages about bookings (confirmation, approval, cancellation, rescheduling and payment requests) are set up under Settings → Automations → Booking Notifications. For confirmations, approvals, cancellations and reschedules you can choose WhatsApp, email or both.
• In the mobile app you can also block out time, reschedule or extend a booking, record an on-the-day payment, and undo an attendance mark.

Taking payment

• In Settings → Automations → Booking Notifications, set Payment policy to Required and choose a Booking Payment Request template. Each new priced booking then gets a Yoco payment link automatically.
• This needs the Yoco connector to be connected and enabled.
• A location can have its own payment policy that overrides the workspace one (Settings → System → Locations → edit the location).

Letting customers book online

• Go to Settings → Public Portal and switch on Public booking. This gives you a booking page anyone can use without logging in.
• Optionally set the Page address and Headline, and tick Require captcha to block spam. Save to get the link.
• To put the booking form on your own website, list your site under Allowed domains for embedding, then copy the code under Embed on your site and paste it into your page.
• Customers can also book from the Subscriber Portal.
• Booking partners and developers can take bookings through the API. See the Developer Reference. The Booking cancellation policy on the same Settings page sets how many hours' notice those API bookings need to cancel. Your own team can always cancel from the calendar.

The portal is a public web page for your workspace where customers can see their own bookings, tickets and messages, book resources and join membership plans without contacting your team.

• To switch it on, go to Settings → Public Portal, turn on Public Portal and save. Share the Portal URL shown there with your customers.
• On the same page, add your logo, a Portal Headline and a Background Colour. Click Manage Blocks to add forms, YouTube videos, links and PDF downloads.
• Customers sign in with a one-time code sent to their WhatsApp number or email address. No password is needed. Once verified, their details are filled in on the portal's booking and membership forms.
• The Overview tab shows their membership status, upcoming bookings, open tickets and recent messages at a glance.
• The Bookings tab shows their upcoming and past bookings (the latest 10 of each).
• The Tickets tab lists their 10 most recent tickets with status and urgency.
• The Messages tab shows their 20 most recent messages across all channels.
• When bookings are switched on, a Book a Session section lists your active resources so visitors can request a booking.
• When memberships are switched on, a Membership Plans section lets visitors sign up to your active plans.
• If your web chat widget is switched on, the portal also shows a button to start a chat.

The Reports page shows how your tickets, messages and team are doing over a period you choose.

• Open Workspace → Reports in the sidebar.
• Pick a period at the top: the last 7, 14, 30, 60 or 90 days, or Custom for your own dates. Charts show one point per day.
• The summary cards show tickets opened and closed, average resolution time, average first response time, messages received and sent, new contacts, overdue tickets, SLA compliance and AI draft acceptance.
• Charts cover ticket trends, the current status mix, tickets by category and by urgency, message activity and contact growth.
• The Team Performance table shows, for each person, how many tickets they were assigned, completed and closed, their average resolution time, and how many are still open.
• SLA Compliance by Urgency and SLA Compliance Trend show how often tickets meet your SLA targets.
• The AI section shows how many AI drafts your team accepted or dismissed, and the trend over time.
• Messages by Channel splits activity across WhatsApp, Web, Email and Telegram, with the average first response time for each.

Detailed reports

• Extra report buttons appear under Detailed reports when the matching feature is in use.
• Time tracking appears when Time Tracking is switched on, and Process performance when Ticket Templates are switched on. Both can be downloaded as CSV.
• Satisfaction appears when Satisfaction Ratings are switched on, and Auto-reply review when an AI bot is set to Auto-Reply Mode or replies automatically when you're offline or after hours. Only Admins and Managers can open these two.
• Auto-reply review opens Automatic reply decisions: replies the bot sent without anyone checking them, standard fallback messages, hand-offs marked for a person, and Support v1 replies that were kept as drafts instead of being sent. Approve or Flag each one; Standard answer… is offered only on replies the bot wrote and actually sent.
• Time Tracking, Ticket Templates and Satisfaction Ratings are switched on under Settings → General → Additional Modules.
• If the Invoice Chaser is on, Admins and Managers can see the reminders it sent by clicking View sent reminders in the same Additional Modules list.

Admins and Managers set up how the workspace works. Most options live in Settings, and a few sit directly in the sidebar.

• Open Workspace → Settings in the sidebar. The menu on the left of Settings is grouped into Configuration, Automation, Integrations, Organization and System.
• Switch optional features on or off under Settings → General → Additional Modules, for example Bookable Resources, Quotes, Time Tracking, Ticket Templates, Ticket Tags, Request Summaries on Inbox Rows, Workflows, Memberships and Satisfaction Ratings.
• Manage your teammates under People → Users in the sidebar; other roles see that page as a read-only list of colleagues. Set up Teams under Settings → Organization, and Categories, Departments, Locations and Attribute Groups under Settings → System. See Users, Teams & Departments.
• Set up automatic replies in Settings → Automations: an after-hours message for weekdays outside business hours, a weekend message, and a generic auto-reply for when a customer writes on WhatsApp or Telegram after a quiet period you choose.
• Create and manage WhatsApp templates at Engage → Templates in the sidebar. Everyone can view templates and work on them in FlowTriage, but only Admins and Managers can submit, edit or delete a template at Meta, use Sync from Meta, or use Draft with AI, which drafts templates from your description, checks them against Meta's rules, and lets you save one as a draft to finish in the editor. Email templates are at Settings → Automation → Email Templates.
• Admins and Managers also see Billing (your plan, billing cycle and invoices) and AI Usage under Workspace in the sidebar.
• FlowTriage system administrators also see an Admin group in the sidebar (Platform Dashboard, Invoices, Admins and Clients) for managing all workspaces. Workspace users don't see it.

Users are the people on your team. Teams let you add several of them to a ticket at once. Departments, categories and locations are labels that help you sort and report on tickets. Only Admins and Managers can add people and change roles, and teams, departments, categories and locations are set up from Settings, which only Admins and Managers can open.

Users

• Go to People → Users in the sidebar to see everyone in the workspace and their role. Everyone can see this list; only Admins and Managers see the buttons and the ⋯ menu for adding, changing and removing people.
• To add someone, click Invite Teammate, enter their name, email and phone number, choose a Role, and leave Send welcome email ticked so they get their login and password set-up details.
• If the person already has a FlowTriage login (for example from another workspace), use Link Existing User with their email address and a role instead.
• To change someone's role or details, open the ⋯ menu next to them and choose Edit. If their login is also used in another workspace (or belongs to a FlowTriage system administrator), their name, email and phone number are shown read-only and only the role can be changed.
• To take away someone's access, choose Remove from Workspace from the same menu. Their account and everything they did stays; they just can't open this workspace any more. You can't remove yourself, and the workspace's only Admin can't be removed or given another role until someone else has been made an Admin.
• The role decides what each person can see and do. See Roles & Permissions.

Teams

• A team is a named group of users, such as "Maintenance" or "Front desk". Set them up at Settings → Organization → Teams: click Create, enter a name, tick the members and click Submit.
• To add a whole team to a ticket, open the ticket, click Manage next to Team Members, tick the team in the Teams column and click Submit. Everyone in the team is added and notified.
• Tick the team first, then add any extra people. Ticking or unticking a team resets the Users ticks to exactly the members of the teams you've ticked, so any individuals you ticked before are cleared. Anyone left unticked when you click Submit is taken off the ticket.
• This matters because Staff and 3rd Party users only see tickets they're assigned to or have been added to. Adding a team is how you give all its members access to a ticket.
• A ticket remembers the people, not the team. Someone who joins the team later isn't added to tickets the team was already put on.
• If Workflows are switched on, an Assign Ticket step can assign a ticket to a whole team automatically.
• Teams are for your staff. Your contacts are grouped separately, under the first item in Settings → Organization (named after what your workspace calls its groups).

Departments

• A department is a label you put on a ticket, such as "Plumbing" or "Accounts". Create them at Settings → System → Departments. Untick Active to stop offering one without deleting it.
• Choose a department when you create a ticket, or change it later with Edit Ticket. It can also be set on recurring tickets, from the mobile app and through the API.
• Once you have two or more departments, a department switcher appears at the top of the Tickets list so you can view one department at a time. The ticket CSV export includes each ticket's department.
• A bookable resource can also carry a department label.
• Departments have no members, and tickets aren't sent to a department automatically. Whoever creates the ticket picks the department, and picking one doesn't give anyone access to the ticket.
• To get the right people onto tickets automatically, give a Ticket Template a Default assignee (it becomes the primary assignee when the template is applied to a ticket that doesn't have one), or build a Workflow with an Assign Ticket step. Ticket Templates and Workflows are switched on under Settings → General → Additional Modules.

Categories and Locations

• Categories describe what a ticket is about, and every new ticket needs one. Manage them at Settings → System → Categories. Add Keywords so tickets created from email, the web widget or AI chat without a category can be sorted into the best match.
• Locations are your sites or branches. Admins and Managers manage them at Settings → System → Locations. You can pick a location on a ticket and on a bookable resource, and filter bookings by location.