How-To Guides

Welcome to the ChatFlow How-To Guides. They are organized to mirror your dashboard: find a feature in the sidebar, then open its guide here. New to ChatFlow? Start with Set Up Your First Chatbot.

Overview

Dashboard

• Use the Dashboard - Read your home metrics, AI impact, and trends

Conversations

• View Conversations - Review chat history and every detail tab (Information, Sentiment, Audit, Profile)

Queue (Enterprise)

• Manage the Support Queue - Live queue, agent status, callbacks, and analytics
• How the Callback Queue Works - Queue ordering, callbacks, and agent availability

Sentiment Analysis (Growth+)

• Use Sentiment Analysis - Track sentiment, CSAT, and the resolution correlation
• Get Started with Sentinel - Block risky signups with the Sentinel API

Predictive Analytics (Enterprise)

• Use Predictive Analytics - Forecast volume, plan staffing, read insights

Bots & Agents

Chatbots

Build and publish:

• Set Up Your First Chatbot - Create your first AI chatbot
• Manage Your Chatbot - Every tab in the workspace, and what each plan unlocks
• Customize Chatbot Design - Brand it with colors, logo, and messages
• Test in the Playground - Try it before going live
• Publish Your Chatbot - Get the embed code for your site

Train its knowledge:

• Upload Documents - Train on PDFs, Word docs, markdown, and spreadsheets
• Manage Document Versions - Retire a superseded edition so it can never answer again (Growth+)
• Train with Websites - Crawl your site (Enterprise)
• Regulatory Documents - How compliance documents are detected and cited
• Add FAQs - Question-and-answer pairs
• Connect External Services - Sync files from Google Drive or SharePoint (Enterprise)

Connect channels:

• Connect WhatsApp - WhatsApp Business (Growth+)
• Connect Instagram - Instagram Direct (Growth+)
• Connect Messenger - Facebook Messenger (Growth+)

Settings (chatbot behavior):

• Configure Lead Capture - Collect visitor information (Growth+)
• Set Up Appointments - Enable calendar booking (Enterprise)
• Enable Human Support - Hand a chat off to a live agent (Enterprise)
• Create Conversation Flows - Rules and branching (Growth+)
• Citations: Cited Answers - Show the document, section and page behind every answer (Growth+)
• Collect and Review Answer Feedback - Let visitors rate answers and work the queue (Growth+)
• Set the Chat Timeout - How long an idle chat stays open (Growth+)
• Set Up Quick Actions - Shortcut buttons in the widget (Enterprise)

Echo (Enterprise)

• Set Up Echo (Voice AI) - Let an AI voice agent answer calls

Campaigns (Enterprise)

• Create Campaigns - Launch outbound campaigns

SYNC (Enterprise)

• Sync Emails - Integrate your email inbox

Operations

Live Chats (Growth+)

• Use Live Chat - Handle customer conversations as an agent
• Set Your Agent Status - Mark yourself available so chats route to you
• Assign Chats - Take a chat yourself or hand it to a teammate (Enterprise)

Team Management

• Add Team Members - Invite agents and admins
• Manage Agent Settings - Configure agent capacity and availability

Reports (Growth+)

• Use Reports - Generate performance reports

Leads (Growth+)

• View Leads - Review and export captured contacts

Follow-ups (Growth+)

• Schedule and Track Follow-ups - Manage escalations and reminders

Developer Tools

Integrations

• Integrations Hub - See every channel connection in one place

Connections

• Set Up API Connections - Connect external services and APIs

Settings

Profile

• Manage Your Profile - Name, photo, email, password, and authentication

Organization

• Manage Your Organization - Name, logo, language, and members

Subscription

• Manage Your Subscription - Compare plans and manage billing

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Need More Help?

• Check the Getting Started guide for an overview
• Visit Integration guides for platform-specific setup
• Contact support at [email protected]