Support

Complete reference for the Support section — the live chat inbox, outsourced staffing, live-call takeover, the CRM (tickets and contacts), support analytics, per-channel ticket rules, and team management.

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.

Roles and permissions#

The roles are owner, admin, supervisor, and agent (with editor and viewer existing elsewhere in the product).

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: the Admins sidebar entry is offered to admins as well as owners, but the /admins page itself is owner-only. An admin who clicks it will not get the page. Likewise 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 [email protected], 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.

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 owner-only pages: Admins Management, Agents Management, Supervisors Management.

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!

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