Support

Complete reference for the Support section — the live chat inbox, outsourced staffing, live-call takeover, the CRM (tickets and contacts), support analytics, and per-channel ticket rules. It also covers team management and member permissions, which sit in their own Users section of the sidebar.

Every role sees this section, but which pages and which controls differ substantially by role. See Roles and permissions.

For the fast path, use the Quick Start.

Section map#

/support-tickets redirects to /crm/tickets.

The people pages are no longer here. Admins (/admins), Agents (/agents), and Supervisors (/supervisors) live in the Users section of the sidebar, alongside Permissions (/users/permissions), and are documented under Team management and Member permissions below.

Roles and permissions#

The roles are owner, admin, supervisor, and agent. Editor and viewer exist in the underlying data model and in the 2FA policy's role list, but no invite or create flow can assign either one, so no member holds them.

The Users section is visible to owners and admins only. Within it, Admins is open to both, while Agents and Supervisors are owner-only — so an admin sees a Users section containing just Admins.

These are the defaults. An owner can narrow them per role on the Users → Permissions page, documented under Member permissions below, which can only take capabilities away, never add them. Two entries there bear on this section: revoking View team members removes the Users section entirely for that role, and revoking Invite and deactivate team members leaves the lists readable without the invite, create, and deactivate controls. A third, See the whole lead book, scopes a role to leads assigned to them plus the open pool — the same restriction agents have by default.

Within the CRM, owner, admin, and supervisor are treated as privileged and unlock:

• The agent filter on Tickets and the bulk-actions bar
• Reassigning a ticket to someone else
• Editing tags
• Creating a contact

Agents are scoped to their own work. An agent can only edit a ticket assigned to them — an unassigned ticket is read-only until claimed, and a colleague's ticket shows Only the assigned agent can edit this ticket.

One inconsistency worth knowing: Settings is only listed for owners, though the page is readable more widely and editable by owners and admins.

Support Chat#

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The live inbox. Left panel is titled Messages.

How a conversation gets here

A widget conversation is handed over when the visitor asks for a person — the AI watches for phrasing like human agent and escalate — or when a workflow reaches a Human Handoff node (see Chat). A support request is created with status pending and appears in this list.

If no agent is available, the bot tells the visitor so: Our support agents are currently unavailable. Your request is pending. The nearest available time to connect is {time}. The request is not dropped — it waits. Availability comes from Support Agent Business Hours in Setup, so an over-restrictive schedule is the usual cause of requests sitting untouched.

Conversations can also be flagged Escalated automatically by the idle-time rules in Setup → Escalation.

Filters

The conversation list

A row is titled User · Ticket #{number} when a ticket exists, otherwise by visitor name or User. Unread counts, platform icons, and pills for Escalated, Transferred, Assigned, Resolved, and priority appear inline.

Working a conversation

Selecting nothing shows No conversation selected — Choose a conversation from the left to start messaging.

The transcript shows the whole history, with a Support Handoff · {date} separator marking where the AI stopped and the human part begins. Read the AI's last turns first — the customer has already explained the problem once, and repeating the questions is the fastest way to annoy them.

The composer reads Reply to customer... with the hint Press Enter to send, Shift+Enter for a new line. On a resolved chat it is disabled: Resolved chat cannot receive new messages.

The action bar offers:

The transfer list is searchable and grouped into Agents ({n}) and Supervisors ({n}).

Managed Support#

Owner or admin. This page is not an inbox — it is how you buy human staffing.

Managed Customer Support — Add trained human agents and supervisors to your team — hired, managed, and staffed by us. Available worldwide.

Two seat types, priced per month:

Your managed support shows the status (Not requested, Awaiting payment, Active, Payment past due, Canceled) with Agent seats, Supervisor seats, and Assigned staff.

The flow is: Request managed support → choose seat counts → pay → schedule your kickoff meeting (a date and time, plus optional context — Support hours, tools, product areas, languages…) → FloGPT assigns staff. Until the kickoff, Staff will be assigned by our team after your kickoff meeting.

Cancellation is at period end, and a scheduled cancellation can be reversed with Keep subscription.

Shopify-billed organizations must choose a Shopify plan first — Choose a Shopify plan first.

Live Calls#

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Live Calls — Monitor and take over voice calls served by the AI assistant. Visible to every role, real-time.

Two groups:

Each card shows who controls the call (AI or an agent's name), the caller, the last turn, and for ringing calls a Reason:. The button reads Pick up, Open, or Take over depending on state.

Empty: No live calls right now — When a caller dials in, you'll see them appear here in real time.

Inside a call

Opening a call starts you listening, with a live transcript alongside Sentiment:, Summary:, and Known caller:. Turns are tagged Caller or AI, and marked interrupted where the caller cut in. Before the first turn: Waiting for the conversation to start…

Your microphone status shows Mic live, Listening, or —.

Take over rather than calling back — the caller stays connected and you inherit the full context.

Control errors

These messages are precise and tell you exactly what happened:

Ending an AI-held call is restricted to owners, admins, and supervisors.

Tickets#

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Ticket numbers

Every ticket gets {ORG_PREFIX}-{six digits} — for example ACME-000042 — from a per-organization counter. The prefix is derived from your organization. Search accepts the ticket number directly: Search by ticket number...

Statuses, priorities, and channels

Archived is a separate flag rather than a status, which is why the pills read All, Unassigned, Assigned, Open, Pending, Resolved, Archived.

The list

Columns: Ticket, Contact, Status, Priority, Assigned To, Updated, Actions.

Two counts sit by the heading — tickets matching the current filters, and All tickets in the org (incl. archived).

Filters: search, priority, channel, subject, a sort selector (Last updated, Oldest update, Newly created, Oldest first, Last message), and a time range (All time, Today, 7d, 30d, 90d, Custom). Privileged roles also get a Mine toggle, an agent selector, and tag filtering.

A Compact / Comfortable density toggle and a Reset control sit in the header. Empty: No tickets found — Try adjusting your filters or search query.

Saved views let you pin the current filter set by name, optionally Share with the entire organization — though Only you can edit or delete this view, even when shared. This is the fastest way to give a team a shared definition of "my urgent queue".

Bulk actions

Privileged roles only — others see Bulk actions are available to owner/admin/supervisor only.

Assign…, Set priority…, Add tag…, Archive. Results report Updated {n} of {total} tickets. Selecting tickets not assigned to you when you lack permission warns {n} ticket(s) not assigned to you — deselect to enable.

The Manage drawer

Tabs: Overview, Conversation, Notes & Activity, Contact, Internal.

Overview holds Assigned to, Priority, Status, Resolution summary, and Tags. Assignment offers Self assign and Assign agent / Reassign with a searchable member list.

Status moves are explicit rather than a free dropdown:

Resolve opens a dialog — Add an optional summary — stored on the ticket and copied into the action history. Write it. It is what the next person reads.

Contact shows the contact, their identifiers, linked external CRMs, and deep links (Open chat, Open WhatsApp chat, Open call log).

Internal is the raw record — every id and timestamp, including Ticket ID, Conversation ID, Call Log ID, Email Thread ID, and Last Message Direction. This is the tab to open when something needs escalating to support or debugging against the API.

Notes, replies, and file requests

The composer on Notes & Activity has three modes:

Reply channels are enabled per contact and per ticket. Where a channel is unavailable the tooltip says why — Contact has no email on file, Contact has no phone on file, Contact has no WhatsApp/phone on file and ticket is not from WhatsApp. Email replies default their subject to Re: Ticket {n}.

Request files sends a one-time secure link — The customer receives a one-time secure link (valid 14 days) to upload files back to ticket {n} — and uploads appear under Attachments pilled from customer or by agent. This is materially more reliable than asking for an email attachment, and the files land on the ticket rather than in someone's mailbox.

The activity feed filters to All, Notes, or Activity, and records every change: Ticket created, Assigned, Reassigned, Status changed, Priority changed, Tags changed, Archived, Unarchived, Note added, Reply sent to customer, Reply to customer failed, Customer replied, Attachment request sent, Attachment uploaded.

Reply to customer failed is the one to watch for — a reply that did not send leaves a trace here rather than failing silently.

Contacts#

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Columns: Name, Identifiers, Updated. Search by name or identifier, or filter By identifier... across Email, Phone, WhatsApp, Instagram, Facebook, Visitor ID. Nameless records show Unnamed.

Create contact is privileged. A contact must have at least one identifier. Existing identifiers will merge into the matching contact.

Social profiles are saved for reference — they don't affect messaging or contact matching.

Validation is strict, and deliberately so: Email must look like name@example.com, and phone numbers must be E.164 (e.g. +14155552671) — include country code, digits only. A number without a country code cannot be messaged.

The merge behaviour is the important part. Adding an identifier that already exists elsewhere folds the record into the existing contact — which is how a customer who first chatted anonymously and later gave an email becomes one person rather than two. If an identifier set spans more than one existing contact, it refuses: These identifiers overlap with more than one existing contact — an admin merge is required.

Conversation memory

Each contact accumulates memory across every channel they use. A caller who rings on Monday and follows up by SMS on Tuesday does not have to explain themselves twice — the agent already has the context.

Memory lives on the contact, not on an individual agent, which is what makes channel hand-offs work. It is also why contact identifiers matter: a call from a number that is not on any contact has nowhere to write memory, and nothing to read.

Everything is deliberately bounded — the summary is rewritten, the message window slides, and commitments get resolved rather than piling up. A memory record ends up in the agent's prompt, so one that grew without limit would stop being usable exactly when it had the most history to offer.

The agent is told to use memory naturally and specifically not to recite it back or to claim it remembers something that is not there. If a customer asks to be forgotten, resetting a contact's memory clears all of it permanently.

Support analytics#

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Three pages share one dashboard, scoped differently.

Blocked access is explicit: Agent Analytics is available to organization owners and supervisors. and Supervisor Analytics is restricted to organization owners.

Metrics:

Avg resolution carries a p90 for a reason — averages hide the tail. If the average looks fine and p90 is dreadful, you have a small number of tickets rotting, which is what customers actually complain about.

Panels: Tickets over time (Created vs resolved per day), By status, By priority, By channel, Top tags, and — on Supervisor Analytics only — Agent leaderboard with Agent, Open, Resolved, Closed, Avg resolution.

The range filter is a chip set — All time, Today, 7d, 30d, 90d, Custom — defaulting to 30d. Note this differs from the two-date picker used in Insights.

Empty: No analytics data yet. and, per chart, No data in this range.

Settings#

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Owners and admins can edit; others see You're viewing in read-only mode — only organization owners and admins can change these settings.

Support Settings — Channels are linked to the providers you've configured in Integrations. Each channel can be paused, given a default priority for new tickets, and (when multiple accounts are connected) pinned to a specific account.

Each channel has a toggle, a Default priority (Low, Medium, High, Urgent), and — with several accounts connected — an Account picker defaulting to All connected accounts.

Channels you have not wired up show Not connected with a link to Configure in Integrations. Paused channels show Ticket creation paused.

Voice Calls is worth a deliberate decision: it mints a ticket for every completed or failed call. On a busy calling floor that is a lot of tickets. Pause it, or accept the volume knowingly.

Team management#

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Three near-identical pages under the sidebar's Users section: Admins Management, Agents Management, Supervisors Management. Agents and Supervisors are owner-only; Admins is open to owners and admins, matching the API, which accepts either role for inviting, creating, and deactivating an admin.

Filter by All, Active, Inactive, or Pending for that role, and add people two ways:

Create {Role} requires Email, First name, Last name, Password, and Confirm password, with a live checklist: At least 8 characters, Uppercase letter (A-Z), Lowercase letter (a-z), Number (0-9), Special character (!@#$%...). There is a Generate strong password helper.

Use Invite normally; use Create for people who cannot receive the invitation email, or when you are onboarding someone in the room with you.

Rows show Active, Inactive Member, or Pending Invite, with actions to Resend Invitation, Delete Pending {Role}, or Deactivate / Activate. Deactivating preserves the record and their history; it is the right move when someone leaves.

Empty: No admins found. Invite one!

Member permissions#

Users → Permissions (/users/permissions). Owner-editable, and only owners see it in the sidebar; an admin who follows a link gets a read-only note — What each role in this workspace may do. Only the organization owner can change it.

A grid of capabilities down the side and the three member roles across the top — Admins, Supervisors, Agents. Untick a box to take that capability away from that role. Each column saves on its own, with Save and Reset appearing under a column once you change it and Saved the rest of the time.

This only ever takes access away. A capability a role has never had is shown greyed out and cannot be handed over — hovering explains {Role} never had this capability, so it cannot be granted here. A workspace that never opens this page behaves exactly as it always has.

Owners have no column: they always hold everything, which is what keeps the page itself reachable.

Two behaviours are worth knowing before you use it:

Revoking a view also revokes the matching manage. Dropping View data collections clears Create and edit and Delete with it, since a capability you cannot see is not one you can use. The grid redraws to show what was actually stored.

Members already signed in pick the change up on their next page load, not instantly.

This is not the same as Sidebar sections

The sidebar's Customize menu control hides whole sections for tidiness and changes nobody's access — a hidden page is still reachable by URL. Permissions is enforced on the server, in the resolver behind each page. Use the sidebar control to declutter and this page to actually forbid.

One consequence worth calling out: every role can read the plan and payment methods by default, because the sidebar hides Subscription from agents and supervisors but the URL never did. Revoking View the plan and payment methods is what closes that.

Troubleshooting#

Related#

• Support quick start
• Chat — the Human Handoff node that feeds this inbox
• AI Calls — the calls you take over
• Call Centre — the outbound human calling floor
• Setup — business hours, escalation timings, team pages
• Integrations — the channels tickets arrive on
• Insights — agent and call analytics