Start here
Create your workspace, invite your team, and get your first AI agent answering.
This is the reference version of first-run setup. It covers the concepts the rest of the manual assumes you already know: organizations, roles, the navigation model, and the order in which the pieces have to exist.
If you just want to get something working, read the Quick Start instead and come back here when something does not behave as you expected.
The model in one page#
FloGPT has four layers, and things break mostly when people build them out of order.
- Organization — the tenant. Every widget, contact, call, and setting belongs to exactly one organization. Nothing is shared between organizations, ever. A user account can belong to several, and switches between them in the workspace switcher.
- Knowledge — the content the AI is allowed to answer from. Knowledge bases are org-scoped and can be attached to any number of chat widgets and call agents.
- Agents — the things that talk to customers. A chat widget on your website, a call widget on a phone number. Each optionally attached to a knowledge base and a workflow or call pipeline.
- People and records — the CRM inbox, tickets, contacts, leads, and the human reps who work them.
The dependency runs downwards. An agent with no knowledge base falls back to its prompt. A call agent with no phone number cannot be activated at all.
Accounts, organizations, and the switcher#
An organization is created either during signup or from Setup → Organization if you signed up without one. Until an organization exists, most sections are unreachable — this is deliberate rather than a bug, and the pages say so.
Multiple organizations are supported. The switcher at the top of the sidebar changes which one you are looking at, and everything on screen re-scopes to it. Your role can differ per organization: owner of one, agent in another.
Organization settings reference
Setup → Organization, saved with Update Organization.
| Field | What it does |
|---|---|
| Organization ID | Read-only, click to copy. Quote it when contacting support. |
| Organization Name | Display name in the switcher and in outbound templates. |
| Domain | Your primary website, stored normalised. A live helper shows the normalised form as you type. |
| Organization Logo | JPEG, PNG, GIF, SVG, or WebP, up to 5 MB. |
| Timezone | Interpreted by every calling window, business-hours rule, scheduled report, and campaign. |
| Billing Currency | Set once; affects invoices and displayed pricing. |
| Allowed Domains | Org-level domain allowlist, comma separated. |
| Max Chat Sessions | Cap on concurrent chat sessions. |
| Retention Days | How long conversation data is kept. |
| Enable Analytics | Whether analytics collection runs for this workspace. |
| Transcript PII Redaction | Turn on Enable PII Redaction and choose Entity types to scrub to strip personal data from stored transcripts. |
Timezone is the field to get right first. It is not cosmetic. A campaign calling window of 09:00–18:00 means 09:00–18:00 in this timezone, and changing it later re-interprets every existing schedule.
Roles and what they gate#
Roles are per organization, not per user account.
| Role | Sees | Notably cannot |
|---|---|---|
| Owner | Everything | — |
| Admin | Everything operational, including API keys and billing views | Change organization-level settings reserved to owners |
| Editor | Builds and configures agents, workflows, knowledge | See billing; open Floor, Routing, or Follow-ups |
| Supervisor | The support and calling floor, every rep's activity, org-wide CRM analytics | See what the workspace is billed |
| Agent | Their own conversations, calls, and leads | See other reps, configuration, analytics beyond their own |
Two role behaviours are worth internalising because they explain most "why can't I see that" questions:
- AI Calls, Chat, Knowledge, Audience, and Integrations are hidden entirely from agents and supervisors. Those roles are staffing a floor, not configuring a product.
- Insights is hidden from agents. Individual analytics tabs are further gated: Agent Analytics and Supervisor Analytics need supervisor or owner.
Manage people from Support → Agents (owners only), Support → Supervisors (owners only), and Support → Admins (owners and admins).
Navigation#
The sidebar is a two-part rail: icons for the ten top-level groups, and a sub-panel listing the pages in the selected group.
Groups are Dashboard, AI Calls, Call Centre, Chat, Knowledge, Support, Audience, Integrations, Insights, Setup. Every group has a guide in these docs under the same name, and the labels in the docs are the labels in the product.
Owners and admins can hide groups they do not use, which declutters the rail for everyone in the workspace. Hiding is cosmetic only — it never changes permissions, and a direct link to a hidden section still resolves. Dashboard and Setup cannot be hidden, because doing so would strand members with no route back to their profile or billing.
There is also a /hq surface for FloGPT platform staff. It is not part of your workspace and is not documented here.
The Dashboard#
Dashboard is the post-login landing page. Owners and admins see:
- Four tiles over the last 30 days: Total Sessions, Total Calls, Total Messages, Avg Satisfaction (out of 5).
- Chat Summary over the last 7 days: Sessions, Messages, Visitors, CSAT.
- Call Summary over the last 7 days: Calls, Completed, Failed, Avg Duration.
- Recent Calls — latest activity from your call widgets.
- Quick-action cards for Workflows, Knowledge Base, and Analytics.
Agents and supervisors get a different, role-appropriate dashboard.
The guided walkthrough#
New workspaces are offered Start Your Walkthrough — a six-step in-product tour. Its steps are Welcome to floGPT!, Knowledge Base Setup, Workflow Configuration, Chat Widget Installation, Test Your Assistant, and You're All Set!. Each has its own advance button, plus Skip This Step.
The walkthrough adapts step 3 to the business type you selected at signup, so an e-commerce workspace is offered an order-and-returns workflow rather than a generic one.
You can dismiss it with Skip and it will not block anything. Everything it does can be done from the sections directly.
Building it in the right order#
The order that avoids rework:
- Organization — name, domain, timezone.
- Knowledge — create a knowledge base, crawl your site, upload documents. Verify it returns sensible answers before attaching it to anything.
- Chat — one widget, attached to that knowledge base, installed on the site. Test it.
- Workflows — only once you know what the AI gets wrong. Building a workflow before you have seen real conversations is guesswork.
- AI Calls — the guided wizard, then a real test call and a read of the transcript.
- Integrations — Shopify, your CRM, calendars. These make the agents more useful but none of them are prerequisites.
- People — invite the team once there is something for them to work.
- Call Centre — if you have human reps, set up Numbers, then Routing, then let reps into the Dialer.
Inviting your team#
Invite from the Support section: Agents, Supervisors, Admins. Bear in mind that a support agent or supervisor sees a much narrower product than you do — if you are writing internal instructions for them, check them against the role table above rather than against your own screen.
For a fully staffed human support team provided by FloGPT rather than hired by you, see Support → Managed Support.
Where to go next#
Each section has both tiers:
- AI Calls — voice agents, pipelines, numbers, campaigns
- Call Centre — the human calling floor
- Chat — widgets and workflows
- Knowledge, Support, Audience, Integrations, Insights, Setup
- FloGPT for Shopify — a separate, deeper integration guide