Setup

Setup is the settings section: your own profile, organization-wide policies, security, API keys, billing, and referrals. The sidebar section is Setup.

It is always visible, but most of it is not. Organization, Reports, and Escalation are owner-only; API Keys is owner or admin; billing and referrals are hidden from agents and supervisors. Profile, Notifications, and Security are open to everyone.

If you are setting up a brand-new workspace, do the Start here guide instead — it walks the same screens in the order that matters.

Step 1 — Set your timezone and retention#

Setup → Organization, owner only. This is the most consequential screen in the section.

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Three fields deserve real thought:

• Timezone — sets your organization's local day. Scheduled reports fire against it, and the Call Centre analytics count their days by it. Get this wrong and every report arrives at the wrong hour.
• Retention Days — how long transcripts are kept, up to 90. Setting 0 means no retention limit is applied.
• Max Chat Sessions — a cap on concurrent chat sessions, up to 10000.

Also here: Organization Name, Domain, Organization Logo (JPEG, PNG, GIF, SVG, or WebP, max 5MB), Allowed Domains, Enable Analytics, and your Organization ID with a copy button — quote that when you contact support.

Press Update Organization when you are done.

Step 2 — Turn on PII redaction if you handle sensitive data#

Still on the Organization page, find Transcript PII Redaction.

Tick Enable PII Redaction and it scrubs email addresses, phone numbers, card numbers, national insurance or social security numbers, IP addresses, and street addresses out of transcripts before they reach AI enrichment, dashboard responses, and post-call trigger matching.

Leave the entity checkboxes all unticked to scrub the default set — all six. Tick specific ones to narrow it.

Two things to be clear about: raw transcripts still exist in storage until your retention window expires, and there is a separate option to keep a redacted copy alongside the raw transcript, which is what auditors usually want.

Step 3 — Secure your own account#

Setup → Security, open to everyone.

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Three panels:

• Security Settings — change your password. Minimum 8 characters with an uppercase letter, a lowercase letter, and a number.
• Two-Factor Authentication — set up an authenticator app (Google Authenticator, Authy, 1Password). Save the recovery codes when they are shown — that is the only time you will see them. Each works exactly once.
• Organization Security Policy — owners only. Require 2FA across the organization, optionally scoped to specific roles.

Enable 2FA on your own account before turning on the org-wide requirement; the page will stop you otherwise.

There is no single sign-on and no session-timeout policy.

Step 4 — Schedule your reports#

Setup → Reports, owner only. The heading says Daily Reports Settings, but the cadence is your choice.

Tick Enable Daily Reports, then set:

• Who should receive daily reports? — owner, supervisor, Agents.
• Delivery Medium — Email, WhatsApp Group, Microsoft Teams. Pick one or more.
• Report Frequency — daily, weekly, or monthly.
• Schedule Time — defaults to 09:00, in your organization timezone from Step 1.

WhatsApp needs a WhatsApp Group ID; Teams needs an incoming-webhook URL from the channel you want alerts in.

Enabling this is also what switches on the emailed monthly write-up described in Insights.

Step 5 — Decide when a human gets pulled in#

Setup → Escalation, owner only. Two independent rules on one page.

Escalated Support Chat Configuration flags an active conversation as Escalated when it has gone unanswered for the idle time you set — hours plus minutes.

Escalated Support Ticket Configuration does the same for tickets that have not been updated. Minimum 5 minutes.

Each has its own notification method and recipients. This is an alerting rule, not a live transfer — the actual handover to a person happens in Support.

Step 6 — Check your plan and usage#

Setup → Subscription, hidden from agents and supervisors.

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The top shows your Current Plan, status, Period Start, Period End, and Next Billing, plus Trial ends on if you are in one.

Usage Statistics is the panel to watch: LLM Tokens, Messages, Chat Widgets, Workflows, Knowledge Bases, and Data Collections, each as a used-against-limit bar.

For historical consumption and invoices, use Setup → Usage History, which breaks tokens and messages down per billing period with a Download PDF invoice link.

If you installed FloGPT through Shopify, billing lives in Shopify. This page will say Billing is managed in Shopify and offer Open Shopify Billing instead of a plan grid. Cards under Payment Methods are not used in that case.

Step 7 — Create an API key, if you need one#

Setup → API Keys, owner or admin. These are organization-scoped keys for the REST API at /api/v1.

Press Create key, name it, and tick the scopes it needs — they are granular, split read and write per area (chat widgets, call widgets, knowledge bases, CRM, conversations, call logs, analytics, data collections, and more).

Copy the key when it is shown. It is never displayed again. Afterwards you only see a masked prefix.

You can change a key's scopes later without rotating the secret. There is no rotation flow — to replace a key you revoke it and create another, and revoking cannot be undone.

Full API reference: API documentation.

Where to go next#

• Every field, limit, scope, and role gate: Setup manual
• Start here — first-run setup in the right order
• Support — where escalated conversations actually land
• Insights — the reports you just scheduled