Support

Support is the human side of the product: the live chat inbox where the AI hands conversations over, tickets, contacts, taking over an AI phone call, and your team. The sidebar section is Support.

Every role sees this section, but the pages differ. Support Chat, Live Calls, Tickets, Contacts, and My Analytics are open to everyone; Settings and the team-wide analytics are owner or admin. The people themselves are managed in the separate Users section, which only owners and admins see.

Step 1 — Watch the inbox#

Support → Support Chat is where a conversation lands when the AI cannot finish it.

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The left panel lists conversations, filtered by Escalated, Pending, Assigned, Transferred, Resolved, and Archived — each with a live count — plus a date filter (7d, 30d, All, Custom) and a search box.

Conversations arrive here on their own. When a visitor asks for a person, or a workflow hits a Human Handoff node, the conversation is flagged and appears under Pending.

If nobody is on shift, the visitor is told so and their request stays pending until someone picks it up. It is not lost. Which hours count as "on shift" is set by Business Hours in Setup.

Step 2 — Claim a conversation and reply#

Press Assign me on a row to take it, then reply in the composer at the bottom — Press Enter to send, Shift+Enter for a new line.

You get the full history above your reply, including everything the AI said, separated by a Support Handoff marker so you can see exactly where the human part starts. Read the AI's last few turns before typing; the customer has usually already explained themselves once.

Other things you can do from here:

• Transfer Conversation — hand it to another agent or supervisor, chosen from a searchable list grouped into Agents and Supervisors.
• Create CRM Ticket — files a ticket linked to this chat, picking up the visitor as a contact.
• Resolve — closes it, with optional resolution remarks.

Step 3 — Work your tickets#

Support → Tickets is the queue. Every ticket has a number like ACME-000042, unique to your organization.

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Filter by status (Unassigned, Assigned, Open, Pending, Resolved, Archived), priority, channel, and subject, then press Manage on a row to open it.

The drawer has tabs for Overview, Conversation, Notes & Activity, Contact, and Internal. On Overview you move the ticket along:

If you are an agent, you can only edit tickets assigned to you — assign it to yourself first with Self assign.

Step 4 — Reply to a customer from the ticket#

On Notes & Activity the composer has three modes:

• Internal note — teammates only. Supports @ Mention.
• Reply to customer — sends over Email, SMS, WhatsApp, Instagram, or Facebook, depending on what the contact has on file.
• Request files — sends the customer a one-time secure upload link, valid 14 days, that attaches straight back to the ticket.

Request files is the one people miss. It is far more reliable than asking a customer to email an attachment.

Step 5 — Take over a live AI phone call#

Support → Live Calls shows calls in progress — Monitor and take over voice calls served by the AI assistant.

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Two groups: Ringing now — Caller waiting for a human agent. First click wins — and Active AI calls.

Opening a call lets you listen in with a live transcript, sentiment, and a running summary. From there:

• Pick up a ringing caller, or Take over an AI call to bridge your own microphone in.
• Release to hand control back to the AI.
• Hang up / End call to finish it.

Take over rather than start a fresh call: the caller stays on the line and you keep the context.

Step 6 — Track how you are doing#

Support → My Analytics shows your own ticket throughput — Total tickets, Open, Resolved, Closed, Avg resolution, and First response — over a range you choose (default 30 days).

Owners and supervisors also get Agent Analytics for a chosen person, and owners get Supervisor Analytics with an org-wide Agent leaderboard.

For owners: three things to set up once#

Support → Settings decides which channels create tickets at all. Each of Email, SMS, WhatsApp, Instagram, Facebook, Live Chat, and Voice Calls can be paused or given a default priority. A channel shows Not connected until you wire up the provider in Integrations.

Users → Agents (and Supervisors, Admins) is where people come from. Invite {Role} emails an invitation; Create {Role} provisions someone with a password who can sign in immediately, with no email sent. These three pages used to sit in Support; they are now their own Users section, visible to owners and admins, because the roles they hand out apply across the whole product rather than just this inbox.

Users → Permissions narrows what a role may do. The grid lists capabilities down the side and Admins, Supervisors, and Agents across the top; untick a box to take that capability away, and each column saves on its own.

It can only take access away — a capability a role never had is greyed out and cannot be granted, so a workspace that never opens the page behaves exactly as it always has. Only the owner can change it; an admin who opens it sees the grid read-only. The one revocation worth making deliberately on day one is View the plan and payment methods, which every role holds by default because the sidebar hid Subscription from agents and supervisors while the URL never did.

Where to go next#

• Every field, status, permission, and channel rule: Support manual, including the full capability grid
• Chat — add the Human Handoff node that feeds this inbox
• Setup — business hours and escalation timings
• Integrations — connect the channels tickets arrive on

Managed Support is a different thing from the rest of this section: it is trained human agents and supervisors that FloGPT hires and staffs for you, billed monthly. If you want to outsource the work rather than do it, start there.