Frequently Asked Questions

SleekFlow is an AI Suite for Revenue-Driving Conversations. It's an all-in-one platform that creates seamless, personalized customer journeys across all major messaging channels—including WhatsApp, Instagram, Facebook Messenger, WeChat, and more.

SleekFlow enables teams across marketing, sales, and support to streamline operations through:

• Unified customer communication (all channels in one inbox)
• Intelligent automation with AI and Flow Builder
• Advanced CRM and contact management
• Ticketing system for support workflows
• Comprehensive analytics and reporting
• AI Agents that handle customer conversations autonomously

7,000+ businesses trust SleekFlow across retail, e-commerce, beauty, financial services, real estate, education, and more.

SleekFlow enables you to:

Customer Communication

• Centralize conversations from 9+ messaging channels into one unified inbox
• Manage customer interactions without switching between apps
• Send and receive messages across WhatsApp, Instagram, Facebook Messenger, SMS, Live Chat, WeChat, LINE, Telegram and Viber
• Handle customer conversations on their preferred platforms

Customer Relationship Management

• Create and organize customer contacts and profiles
• Store customer properties, interaction history, and transaction data
• Segment customers into lists and label them for targeting
• Track custom objects like orders, memberships, and subscriptions

Automation & Intelligence

• Deploy AI Agents that handle customer conversations autonomously
• Build automation workflows with Flow Builder (no coding required)
• Use AI Writing Assistant to craft professional responses
• Get AI Smart Reply suggestions for faster response times
• Route conversations to appropriate team members automatically

Support Management

• Track support requests with a dedicated Ticketing System
• Prioritize and assign tickets to team members
• Measure support performance with CSAT surveys and metrics
• Monitor resolution times and first-contact resolution rates

Marketing & Sales

• Send personalized broadcast campaigns to customer segments
• Generate leads through multiple entry points (website widgets, QR codes, wa.me links)
• Track abandoned carts and recovery campaigns
• Automate follow-ups and lead nurturing

Analytics

• Measure team performance (response times, resolution times, efficiency)
• Track conversions and business impact of conversations
• Generate exportable reports and dashboards
• Identify trends and optimize workflows

Integrations

• Connect to CRMs (Salesforce, HubSpot, etc.)
• Sync with ecommerce platforms (Shopify, Wix)
• Integrate with Google Docs/Sheets, Zapier, and APIs
• Pull custom data from external systems

SleekFlow integrates with 9 major messaging channels:

Most instant messaging channels have no additional charges beyond your SleekFlow subscription. However, SMS and WhatsApp may incur additional fees for:

• API setup and provisioning
• Message quotas (based on volume)
• Per-message charges

Contact SleekFlow for specific pricing on these channels.

SleekFlow is an official WhatsApp Business Solution Provider (BSP) certified by Meta. We provide:

• Official Cloud API directly from Meta (not third-party alternatives)
• Blue Tick Verification for business credibility
• Multiple User Access across team members and devices
• Stable Automation with Flow Builder
• Chat-EDM Campaigns for personalized broadcasts at scale

This is the most reliable and compliant way to use WhatsApp for business.

Yes. Unlike the free WhatsApp Business App, the WhatsApp Business API comes with three costs:

1. A SleekFlow subscription (see our pricing page for current plans in your region)
2. A monthly WhatsApp number hosting fee (US$15 a month on the US list, Oct 2026)
3. Meta's per-message fees

WhatsApp messaging fees are subject to change from time to time based on Meta's official pricing and rate structures, as well as other factors determined by SleekFlow.

A conversation is a 24-hour session that starts when:

• The business sends the first message (business-initiated), OR
• The business replies to a customer message within their 24-hour window (customer-initiated)

Each message sent or received within that 24-hour window counts as one conversation. After 24 hours, a new conversation starts if either party sends another message.

Pricing varies by:

• Country code of the recipient
• Business-initiated vs. customer-initiated conversations
• Message type (text, media, etc.)
• Template message type (marketing, utility, etc.)

Use our free WhatsApp Pricing Calculator to estimate your costs.

A WABA is a WhatsApp Business Account that allows your business to use the WhatsApp Business API. Key points:

• You can register more than one phone number per WABA
• SleekFlow lets you connect multiple WABAs to one account
• Each WABA gets its own quality rating and compliance status
• You can own multiple official WhatsApp Business accounts

Contact our sales team to determine the best structure for your business.

WhatsApp API has specific rules to prevent spam and ensure quality conversations:

Messaging Limits

• Unique recipients per day: New business portfolios start at 250 unique recipients per rolling 24 hours, rise to 2,000 after business verification, then scale automatically with quality and usage.
• Group messaging: NOT supported
• Voice calls: Today SleekFlow calls run on connected Twilio numbers.

Message Requirements

• Outbound messages: Must use a Meta-approved message template (unless the customer messaged you in the last 24 hours)
• Templates: Pre-approved by WhatsApp to ensure compliance
• Broadcast messages: Must be template-based; can include attachments

Quality Factors Affecting Your Limits

• Account quality rating (based on customer complaints and opt-outs)
• Phone number tier (new numbers have lower limits)
• Channel age (newer channels start with lower limits)

Best Practice: Stay below 1% complaint/opt-out rates to maintain or increase your limits.

A message template is a pre-written, Meta-approved message you can send to customers outside the 24-hour conversation window.

How it works:

1. You create a template with your message content
2. Meta reviews and approves it
3. You can send this template to customers at any time
4. Customers can reply freely for 24 hours

Template requirements:

• Clear, professional language
• No spam or misleading content
• Customer language preference respected
• Specific use case (order updates, appointment reminders, etc.)

You can send free-form messages (not templates) inside the 24-hour customer service window, which covers the 24 hours after a customer's most recent message to you.

Since 1 Oct 2026, Meta bills these service messages at the utility rate once a phone number has used its monthly free allowance.

Outside the 24-hour window, you must use a pre-approved template.

WhatsApp messaging fees are subject to change from time to time based on Meta's official pricing and rate structures, as well as other factors determined by SleekFlow.

SleekFlow integrates with Instagram Business Pages to:

• Manage direct message conversations
• Respond to customer inquiries
• Send automated messages
• Route conversations to team members

Key Details:

• Multiple Instagram Business Pages supported (personal/creator accounts NOT supported)
• 24-hour conversation window from when the customer sends first message
• No human agent tag option like Facebook Messenger
• After 24 hours, conversation ends unless customer reaches out again

Difference from Facebook Messenger:

Unlike Facebook, Instagram doesn't have a "human agent tag" to extend conversations. Once the 24-hour window expires, you must wait for the customer to initiate contact again.

SleekFlow connects to multiple Facebook Pages to:

• Manage customer messages
• Send automated responses
• Route conversations to appropriate agents

Key Details:

• Multiple Facebook Pages supported (personal accounts NOT supported)
• 24 hours conversation window after customer sends first message
• Can extend to 7 days by sending a "human agent tagged message"
• No extra fees for multiple pages or message volume (only SleekFlow subscription applies)

Free Communication Window:

You get 24 hours of standard communication after a customer initiates contact. To extend beyond 24 hours up to 7 days, send a human agent-tagged message. This keeps the conversation active for a full 7 days. After 7 days, you must send another human agent-tagged message to extend further.

Yes, if you're targeting the China region. WeChat is the dominant messaging platform in China and East Asia.

How it works:

• You apply for a WeChat Service Account (the only account type supporting messaging)
• Annual verification fee: approximately $99 USD
• Only one WeChat Service Account supported per SleekFlow account currently
• 48-hour conversation window after customer initiates chat
• After 48 hours, you can only reach out via broadcast messages (limited to 4x per month)

When to use WeChat:

• Your business targets customers in China, Taiwan, or East Asia
• You need to maintain relationships with Chinese customers
• You want to integrate messaging with other platforms on SleekFlow

LINE is ideal for Japan, Taiwan, Thailand, and other Asian regions.

Key advantages:

• Free to set up - apply for a LINE Business account at no cost
• Optional verification - provide details for verification if desired
• No conversation window limits - communicate freely once customer initiates contact
• No message costs - unlimited messaging

When to use LINE:

• Your customers are in Japan, Taiwan, Thailand, or broader Asia-Pacific
• You want free, unlimited messaging for a specific region
• You need simpler setup without verification requirements

Both offer unlimited, cost-free messaging once customers initiate contact.

Telegram:

• Connect via a Telegram bot (created with "BotFather" in the Telegram app)
• No conversation window limits
• No per-message costs
• Bot-based interaction model

Viber:

• Multiple Viber accounts supported
• No conversation window limits
• No additional charges
• Direct business account

When to use:

• Targeting tech-savvy audiences (Telegram)
• Regional audiences in Eastern Europe or specific markets (Viber)
• Need unlimited, cost-free communication

Yes, SMS is available through our Twilio integration.

Important details:

• Only supports phone numbers purchased on Twilio with SMS functionality
• Pay-as-you-go pricing - charged per SMS sent
• Cost varies by:
  • Recipient country
  • Carrier
  • Message format (plain text vs. multimedia/MMS)
• Not available in all countries - check Twilio coverage for your target regions
• Additional fees apply beyond your SleekFlow subscription

When to use SMS:

• Time-sensitive alerts and confirmations
• OTP (one-time password) delivery
• Appointment reminders
• Regions where SMS is the preferred channel

Yes, Live Chat Widget is free on all SleekFlow subscription plans, including the free plan.

How it works:

1. Insert a code snippet into your website
2. Visitors see a chat widget on your site
3. Messages from the widget appear in your SleekFlow Inbox
4. Unified with all other channel messages

Advantages:

• Free to all users
• No additional setup complexity
• Unified inbox - no separate platform needed
• Captures website leads without requiring them to switch to messaging apps

An AI Agent is an intelligent, autonomous conversational system that handles customer interactions on your behalf. It learns from your company information and can:

• Answer customer questions automatically
• Qualify and score leads
• Route conversations to human agents
• Provide personalized recommendations
• Operate 24/7 without human intervention
• Improve over time through feedback

Key difference from chatbots: AI Agents use generative AI to understand context and provide natural, intelligent responses. Traditional chatbots use pre-written decision trees. AI Agents are smarter and more adaptable.

AI Agents are available through AgentFlow, SleekFlow's dedicated AI agent platform. AgentFlow is designed to create AI Agents that convert, where it matters.

Key capabilities:

• Lead qualification and scoring in real-time conversations
• Intelligent handoff to human agents when needed
• Dynamic knowledge base that learns from your company data
• Custom tone and manner for each AI agent
• Multiple specialized agents for different teams (Sales, Support, Marketing)

Getting started with AgentFlow:

For more detailed information about AgentFlow features, capabilities, and how to get started, please visit: sleekflow.io/agentflow

Contact our sales team to discuss AgentFlow implementation and how it can transform your customer engagement strategy.

AI Agents can:

Core Capabilities:

1. Answer customer questions using your company knowledge
2. Qualify leads with lead scoring
3. Provide recommendations based on customer needs
4. Route conversations to appropriate human agents when needed
5. Collect customer information for CRM
6. Process orders and handle transactions
7. Provide support and troubleshooting

Advanced Features:

• Dynamic knowledge base that updates automatically as your offerings change
• Custom tone and manner - configure each agent's personality
• Guardrails - set rules for what the agent can/cannot discuss
• Handoff logic - define when to route to human agents
• Multiple agents - create specialized agents for different teams

You can upload up to 10 files (max 20MB total, 1,000 pages per file) in these formats:

• PDF files - product guides, pricing sheets, policies
• Excel/CSV files - pricing lists, inventory, customer data
• Google Docs - company information, FAQs, policies
• Google Sheets - product catalogs, pricing tables
• Text files (.txt) - policies, guidelines, information
• URLs - websites and links to gain more information

Real-world examples:

• Upload your FAQ document → AI learns to answer common questions
• Upload product catalog → AI recommends products based on customer needs
• Upload pricing sheet → AI provides accurate quotes
• Upload policies → AI explains terms and conditions

The AI Agent automatically learns and adapts when you update these files.

Based on SleekFlow's data, businesses using AI Agents see:

• 80% of conversations fully handled by AI
• 2x more qualified leads
• 150% sales conversion rate. Based on Colégio Cognos customer story.
• Infinitely scalable (no proportional cost to handle more conversations)

See how it works on our AgentFlow page.

Step-by-step setup process:

1. Define the agent's purpose

• Sales agent (qualify leads, provide quotes)
• Support agent (answer questions, troubleshoot)
• Custom agent (specialized role)

2. Upload knowledge base

• Click "Import data source"
• Upload PDFs, Excel files, Google Docs, or Google Sheets (up to 10 files, 20MB, 1000 pages)
• System automatically trains on the content

3. Configure tone and manner

• Set tone (professional, friendly, casual, etc.)
• Set response length (brief, moderate, detailed)
• Define behavior and constraints

4. Set objectives and guardrails

• Define what the agent should accomplish
• Add guardrails (e.g., "decline personal data questions")
• Set up custom answers for specific scenarios

5. Configure handoff logic

• When should the agent route to human agents?
• What triggers a handoff? (e.g., "complex request", "high-value lead")
• Which team should receive the handoff?

6. Test with feedback mechanism

• Test responses by sending sample messages
• Rate responses (thumbs up/down)
• Refine based on feedback
• Iterate until satisfied

7. Deploy to live channels

• Publish to WhatsApp, Instagram, or other channels
• Monitor performance
• Adjust based on real-world interactions

On SleekFlow, you build it as an AI agent in AgentFlow and deploy it to your WhatsApp Business API number. Unlike a scripted chatbot, an AI agent understands what customers mean, answers from your own business knowledge, and hands the chat to your team when needed. AI agents are included from the Pro plan.

Before you start

• A WhatsApp Business API number connected to SleekFlow
• Your website URL and key business information, such as your products or services, common customer questions, and policies

Set up your WhatsApp AI agent

1. Describe the job. Go to SleekFlow AI, click Create AI agent, and describe what the agent should do in your own words, for example "answer product questions and recommend suitable products". Copilot uses your description and your website to draft the agent's playbook, and may ask you a few quick questions.
2. Add knowledge and rules. Add at least one knowledge source, such as files, web pages, or custom answers, then review the playbook, tone, and guardrails. The agent can't be tested or deployed until it has both.
3. Test before going live. Send the agent sample messages and check its answers and the sources it used.
4. Deploy to WhatsApp. Create a deployment, select your WhatsApp number, and choose when the agent replies (for example, only outside business hours) and which contacts it serves. You can start with a small group of whitelisted phone numbers.
5. Set the handover. Choose when the agent steps back, such as low confidence, a timeout, or a team member joining the chat, and who picks up the conversation.

Good to know

• The agent replies to customers who message you; it doesn't start conversations. For outbound messages, use Broadcast or Flow Builder with an approved template.
• Customers who arrive from Click-to-WhatsApp ads need their own deployment on the ad trigger.
• Each reply uses AI agent credits from your plan's monthly allowance, as set out in our Fair Use Policy.
• AI agent replies are WhatsApp service messages. Since 1 Oct 2026, Meta bills these at the utility rate once a number has used its monthly free allowance, and a reply split into several messages is billed as several messages.
• To let the agent check orders, bookings, or other systems, connect integrations (Premium and Enterprise plans).

WhatsApp messaging fees are subject to change from time to time based on Meta's official pricing and rate structures, as well as other factors determined by SleekFlow.

No. SleekFlow is designed so no AI specialist is required. The setup process is:

• No coding needed
• Visual configuration interface
• Pre-built templates available
• Guided setup wizards
• Instant feedback mechanism

This is a key competitive advantage of SleekFlow - lower barrier to entry.

AI Smart Reply is an AI feature that suggests quick response options to customer messages.

How it works:

1. Customer message arrives
2. AI Smart Reply generates one suggested response
3. You review (1 click to send)
4. Or edit and send your own response

Benefits:

• Faster response times
• Less mental effort drafting responses
• Ensures consistency in tone
• Reduces typos and errors

Plans and credits: Check the pricing page for additional details.

AI Writing Assistant helps you craft professional, polished responses to customer messages.

How it works:

1. You start typing a response
2. Click "AI Writing Assistant"
3. AI refines and improves your draft
4. Review and send the improved version

Benefits:

• Polishes informal language into professional tone
• Improves clarity and conciseness
• Checks grammar and spelling
• Adapts tone to match your brand

Flow Builder is a no-code automation tool that lets you create sophisticated customer journey workflows across messaging channels.

Key capabilities:

• Visual, drag-and-drop interface - no coding required
• Automated responses - reply to messages automatically
• Smart routing - direct conversations to the right people/departments
• Data integration - fetch data from external systems
• Decision logic - create branches based on customer responses
• Scheduling - send messages at optimal times

Who should use it:

• Anyone automating customer conversations
• No coding or technical knowledge needed
• Business users, marketing, support teams

Flow Builder uses a trigger → action model:

Triggers (what starts the flow):

• Incoming message (customer sends a message)
• Specific keyword (customer mentions "order status")
• Message from channel (incoming via WhatsApp, Instagram, etc.)
• Custom object creation (new order placed)
• Ticket property update (support ticket status changes)
• Scheduled time (run at specific time)

Actions (what the flow does):

• Send message (automated response)
• Send media (images, documents, etc.)
• Send HTTP request (integrate with external APIs)
• Update contact data (add info to CRM)
• Create/update custom object (log order, membership, etc.)
• Route to agent (handoff to human)
• Add delay (wait before next action)
• Conditional branching (if/then logic)

Marketing & Lead Gen:

• Automated welcome message for new subscribers
• Qualification questions (budget, timeline, needs)
• Lead scoring based on responses
• Routing hot leads to sales team

E-commerce:

• Abandoned cart recovery with reminder + offer
• Order status tracking and updates
• Product recommendations based on browsing
• Return/exchange processing

Support:

• FAQ-based self-service for common questions
• Ticket creation and status updates
• CSAT surveys after issue resolution
• Escalation to human agent if needed

Appointments & Booking:

• Automated booking confirmations
• Reminder 24 hours before appointment
• Follow-up after appointment
• Rescheduling requests

Membership & Loyalty:

• Automated welcome to new members
• Loyalty point tracking and redemption
• Tier-based offers and benefits
• Renewal reminders

The Ticketing System is a dedicated support management tool that organizes customer issues separately from regular conversations.

The problem it solves:

• Multiple issues get mixed together in chat history
• Previous resolution status becomes unclear
• Important context gets buried in conversations
• Different teams struggle to stay coordinated
• Support performance is hard to track

The solution:

• Each support request gets its own ticket
• Tickets separate from casual chat
• Clear organization and tracking
• Team collaboration features
• Built-in performance metrics

When to use Ticketing vs. Inbox:

• Use Inbox: Quick customer chats, sales conversations, casual messages
• Use Ticketing: Support requests, bug reports, complaints, refund requests, issues requiring resolution tracking

Core Features:

1. Create tickets - Manually or automatically from conversations
2. Assign tickets - Assign to specific team members
3. Set priority - Urgent, High, Medium, Low
4. Set status - To Do, In Progress, On Hold, Reopened, Resolved
5. Add custom fields - Track what matters to your business
6. Create custom ticket types - Bug reports, refunds, complaints, etc.
7. Add internal notes - Team collaboration without customer seeing
8. Track time - When tickets were created, updated, resolved

Advanced Features:

1. Automated triggers - Create/update tickets based on Flow Builder logic
2. CSAT surveys - Automatically collect satisfaction after resolution
3. Metric tracking - Response time, resolution time, first-contact resolution
4. Trend analysis - Identify recurring issues and patterns
5. Performance reporting - Track agent efficiency
6. SLA management - Set and monitor service level agreements

Key Performance Indicators (KPIs):

1. Response Time

• How quickly does the first response occur?
• Target: Immediate or <1 hour depending on your SLA

2. Resolution Time

• How long from ticket creation to closure?
• Target: Varies by issue type (can set SLAs)

3. First Contact Resolution (FCR)

• Percentage of tickets resolved without escalation
• Target: Aim for 70%+ (shows efficiency)

4. Customer Satisfaction (CSAT)

• Automatically collected after ticket resolution
• Scale: Usually 1-5 or Satisfied/Neutral/Dissatisfied
• Target: 80%+ satisfaction

5. Ticket Volume by Type

• How many bugs? Refunds? Complaints?
• Identifies recurring issues
• Helps prioritize product improvements

6. Agent Performance

• Response time per agent
• Resolution time per agent
• CSAT rating per agent
• Volume handled per agent

Step 1: Define Ticket Types

• Bug Report
• Feature Request
• Billing Issue
• Refund Request
• General Support
• Other (customize as needed)

Step 2: Set Priority Levels

• Urgent (immediate attention)
• High (within hours)
• Medium (within 24 hours)
• Low (within 1-2 weeks)

Step 3: Create Custom Fields

• Add fields relevant to your business
• Examples: Order Number, Product Category, Customer Segment, etc.

Step 4: Set SLAs (Optional)

• Response time targets
• Resolution time targets
• Escalation rules if targets missed

Step 5: Enable Automation (Optional)

• Automatically create ticket from specific keywords
• Auto-assign based on rules
• Send updates to customer
• Trigger surveys

Step 6: Configure Team Access

• Who can create tickets?
• Who can assign tickets?
• Who can view all tickets vs. own tickets only?

A Contact is a record representing a person or entity your business interacts with. Each contact can store:

• Basic info: Name, phone number, email, location
• Interaction history: Past conversations, transaction records
• Custom properties: Industry, company size, subscription plan, budget, etc.
• Contact metadata: Labels, lists, owner, notes, reminders
• Related data: Orders, memberships, support tickets, etc.

Why Contacts matter:

• Centralize customer data in one place
• Enable personalized communication
• Track relationship history
• Segment customers for targeted campaigns
• Automate workflows based on contact properties

Important: In SleekFlow we only bill for Monthly Active Contacts. No matter how big your CRM contact list is, you can store all your contacts on SleekFlow for free. You will only be charged for the contacts you actively engage with each billing month.

Contact Properties are fields that store information about a contact.

Two types:

1. Default Properties (built-in):

• First Name, Last Name
• Email address(es)
• Phone number(s)
• Location, Country
• Created date, Last contacted date
• Company name, Job title

2. Custom Properties (you create):

• Subscription plan (Free, Pro, Premium, Enterprise)
• Industry (Retail, Tech, Finance, etc.)
• Company size (1-10, 11-50, 50-200, etc.)
• Annual budget
• Product purchased
• Preferred language
• Anything relevant to your business

How to use properties:

• Filter contacts: "Show me all Premium subscribers in the Tech industry"
• Personalize messages: "Hi [First Name], your [Subscription Plan] plan is expiring soon"
• Segment campaigns: Target different messages to different groups
• Route conversations: Assign VIP customers to senior agents
• Automate workflows: Send different flows to new vs. existing customers

Two methods:

Method 1: Manual Creation

1. Go to Contacts module
2. Click "Create New Contact"
3. Fill in Name, Email, Phone, and any custom properties
4. Click "Create"
5. Contact appears in your database

Method 2: Bulk Import (Recommended for large datasets)

1. Go to Contacts module
2. Click "More Actions" → "Import Contacts"
3. Choose CSV or Excel file to upload
4. SleekFlow shows your file columns
5. Map columns to contact properties:
   • Your "Name" column → Contact's "First Name"
   • Your "Email" column → Contact's "Email"
   • Your "Plan" column → Contact's "Subscription Plan" (custom property)
6. Download sample file for format reference
7. Click "Confirm Import"
8. Review upload summary
9. All contacts appear in database

Best practice: Use Method 2 for importing existing customer lists from your CRM, spreadsheets, or databases.

SleekFlow offers multiple organization methods:

Contact Grouping:

• All Contacts - Your complete customer database
• Team Contacts - Assigned to your team
• My Contacts - Assigned to you personally
• Shopify Contacts - Auto-synced from Shopify (if integrated)

Contact Lists:

• Create segmented lists for targeting
• Examples: "VIP Customers", "Active Subscribers", "Trial Users", "At-Risk Customers"
• Use lists in Broadcast campaigns and Flow Builder
• Manually add/remove contacts or set criteria

Contact Labels:

• Tag contacts for quick identification
• Examples: #hotlead, #loyalcustomer, #churned, #prequalified
• Filter by labels to find similar contacts quickly
• Multiple labels per contact allowed

Filtering & Views:

• Default View - Created by admin, applies to all team members
• Personal View - Custom filters saved for your use
• Filter by contact properties: "Show tech companies with 50+ employees"
• Save filters for future use

Left Section:

• Contact details (name, email, phone)
• All contact properties (default and custom)
• Contact owner (assigned team member)

Middle Section - Four Tabs:

1. Activity Log

• All actions related to contact (past 6 months)
• Messages sent/received
• Status changes
• Interaction timeline

2. Associations

• Related custom objects (orders, memberships, etc.)
• Quick access to transaction history
• Links to supporting records

3. Remarks

• Internal notes visible to team
• Discussion about the contact
• Collaboration without customer seeing

4. Media

• Shared files and images from conversations
• Invoices, quotes, contracts exchanged
• All attachments organized by date

Right Section:

• Contact labels (visible tags)
• Contact lists (which segmentations include this contact)
• Quick actions (call, email, etc.)

When you're in a conversation, you can access contact information without leaving the Inbox:

Contact Info Panel:

• Click info icon in conversation
• View contact's full profile
• See interaction history
• View related records (orders, tickets)
• Access all contact properties
• Add internal notes
• Update labels

This enables:

• Personalization without context-switching
• Quick access to customer history
• Real-time information for better service
• Data accuracy during conversations

A Broadcast is a bulk messaging feature that lets you send the same message (or personalized versions) to a specific group of customers across messaging channels.

Key difference: Broadcasts are one-way outbound messages from business to customers, unlike Inbox conversations which are two-way.

Supported channels:

• WhatsApp
• Facebook Messenger
• WeChat
• (More channels expanding)

Marketing & Promotions:

• "Our Black Friday sale starts today - Get 50% off!"
• Seasonal offers (holiday specials, clearance sales)
• New product launches
• Flash deals and limited-time offers

E-commerce:

• Abandoned cart recovery: "You left [Product] in your cart - Complete your order"
• Back-in-stock alerts: "The [Product] you wanted is back in stock"
• Special offers to frequent buyers
• Bundle recommendations

Lead Nurturing & Sales:

• Drip campaigns to leads
• Personalized property recommendations (real estate)
• Event invitations
• Special VIP offers

Customer Service & Updates:

• System maintenance notifications
• Order shipping updates
• Appointment confirmations and reminders
• Return/exchange initiated notifications

Retention & Win-back:

• "We miss you" campaigns to inactive customers
• Loyalty rewards and benefits reminders
• Exclusive subscriber content
• Win-back offers to churned customers

Step-by-step process:

Step 1: Access Broadcast Module

• Click Broadcast in main navigation
• Dashboard shows past campaigns and performance

Step 2: Create New Campaign

• Click "Create a New Broadcast"
• Select messaging channel (WhatsApp, Facebook, WeChat)

Step 3: Configure Basics

• Give campaign a name (e.g., "Black Friday Sale")
• Choose broadcast time: Send now (immediate) or Schedule for future date/time

Step 4: Select Audience

• Choose target contacts by:
  • Contact List: Select pre-built lists (e.g., "VIP Customers")
  • Conditions: Create custom conditions (e.g., "all Premium subscribers from USA")
• Note: Contacts in multiple lists receive message only once

Step 5: Create Message Content

• Choose message type:
  • Template (WhatsApp): Use pre-approved template (required for cold outreach)
  • Manual message: Write custom message (for existing customers within 24-hour window)

Step 6: Add Personalization (Optional)

• Use variables from contact properties
• Example: "Hi [First Name], your [Subscription Plan] plan expires on [Expiry Date]"

Step 7: Review Before Publishing

• Send preview to yourself to check appearance
• Verify audience count
• Confirm scheduling

Step 8: Publish Campaign

• Click "Review and Publish"
• Final check of settings
• Click "Publish" to send

WhatsApp Compliance:

For cold outreach (first contact with customer):

• MUST use a pre-approved template message
• Templates can include attachments
• Cannot be free-form conversations (one-way only)
• Must follow WhatsApp's content guidelines (no spam, misleading info)

For warm customers (messaged within 24 hours):

• Can send more flexible message content
• More freedom in message format

Other channels:

• Facebook/Instagram: Less strict but still avoid spam-like content
• WeChat: Follow Tencent's guidelines

Best practices:

• Only broadcast to opted-in customers
• Include clear unsubscribe option
• Avoid excessive frequency (not daily unless highly relevant)
• Respect customer preferences and timing
• Follow local regulations (GDPR, CCPA, etc.)

Metrics available:

• Sent - Total messages sent
• Delivered - Reached recipient successfully
• Read/Viewed - Customer opened message
• Replied - Customer replied (counted within 3 days of sending)
• Failed - Message couldn't be delivered (shows reason)
• Bounce Rate - Percentage of failed deliveries
• Read Rate - Percentage of delivered messages that were opened
• Reply Rate - Percentage receiving replies

Access analytics:

1. Go to Broadcast module
2. Click on completed campaign
3. Click "Analytics" tab
4. View metrics dashboard
5. Export data as CSV

How to improve performance:

• Monitor reply rates (indicates relevance)
• Check failed reasons (fix delivery issues)
• Compare read rates across campaigns (subject/timing matters)
• A/B test messages (segment audience, send variations)
• Analyze which contact segments respond best

Broadcast statuses:

• Draft - Saved but not sent (can edit anytime)
• Scheduled - Queued for future send (can edit before scheduled time)
• Sending - Currently being sent out
• Sent - All messages delivered
• Paused - Halted mid-send (can resume or delete)

Actions available:

• Edit - Change name, message, audience (draft/scheduled only)
• Duplicate - Copy existing campaign as template
• Cancel - Stop a scheduled broadcast
• Pause - Pause a sending broadcast
• Delete - Remove campaign

Dashboard organization:

• Search campaigns by name
• Sort by date, status, performance
• Filter by channel
• Bulk actions (delete multiple campaigns)

SleekFlow has two main analytics dashboards:

1. Conversation Analytics

• Tracks customer interactions and team efficiency
• Measures response times, resolution rates, workload
• Shows conversation volume and engagement

2. Conversion Analytics

• Tracks business outcomes driven by conversations
• Measures what conversations lead to (sales, bookings, signups)
• Shows which channels/teams drive conversions

Both dashboards are customizable and exportable.

Conversation Analytics tracks three main areas:

Conversations Volume & Engagement:

• Total Conversations - How many customer conversations occurred
• Active Conversations - Currently ongoing conversations
• Messages Sent - Outbound messages from your team
• Messages Received - Inbound messages from customers
• Messages Failed - Delivery failures (troubleshooting needed)

Response & Resolution Efficiency:

• Average Reply Time - How long until your team responds
• Average First Reply Time - Speed to first response (critical for satisfaction)
• Average Resolution Time - How long until issue is resolved
• New Inquiries - New customer questions coming in
• New Contacts - New customers entering your system

Broadcast & Message Performance:

• Delivery Rates - Percentage of messages successfully delivered
• Bounce Rates - Percentage of failed deliveries
• Read Rates - Percentage of messages read by customers
• Reply Rates - Percentage of messages receiving replies

1. Identify peak hours: When do most conversations happen? Staffing implications?
2. Optimize response times: Is your team responding fast enough?
3. Find bottlenecks: Which teams/channels are struggling?
4. Measure agent performance: Which agents are fastest/highest quality?
5. Set targets: "We aim for <30 min first response time"
6. Track improvements: Monitor if changes (hiring, training) improve metrics

Problem: Response time metrics look worse if customers message outside business hours.

Solution: Set your team's working hours in Company Settings → working hours.

Result: Metrics exclude non-working time, giving accurate picture of team performance.

Example:

• Without working hours set: Avg response time = 6 hours (includes overnight)
• With working hours set (9am-6pm): Avg response time = 45 min (during work hours only)

Conversion Analytics tracks what conversations actually produce - sales, bookings, lead signups, etc.

Why it matters:

• Proves ROI of customer service and marketing efforts
• Shows which channels/teams drive revenue
• Identifies what triggers conversions
• Helps optimize spending and effort

Example:

• Your WhatsApp team handles 1,000 messages/month
• 50 lead to actual sales
• Conversion rate = 5%
• You can track and improve this metric

Two-step process:

Step 1: Define Conversion Events

• Go to Settings → Contact and Data → Conversion Analytics
• Click "Create Conversion Tracking Event"
• Define what qualifies as conversion:
  • "Purchase" - Customer bought a product
  • "Booking" - Customer scheduled appointment
  • "Lead Signup" - Customer entered email
  • "Product Download" - Customer downloaded resource
  • Custom events for your business

Step 2: Log Conversions in Flow Builder

• In Flow Builder, add "Log Event Action" node
• Specify which conversion event occurred
• Connect to triggers (customer reply, transaction complete, form submit, etc.)

Example:

• IF customer buys product THEN Log Event Action "Purchase"
• IF customer books appointment THEN Log Event Action "Booking"

Conversion Rate:

• % of conversations that result in conversion
• Example: 50 conversions / 1,000 conversations = 5% conversion rate
• Helps identify friction points in customer journey

Total Conversions by Event:

• Breakdown of each type of conversion
• Which types happen most frequently?
• Which types have highest value?

Conversions by Channel:

• Which messaging platform converts best? (WhatsApp vs. Instagram vs. Facebook)
• Informs where to focus marketing effort

Conversions by Team:

• Which team/agent converts most effectively?
• Identifies training opportunities
• Recognition for top performers

Conversion Trends:

• How is conversion rate trending over time?
• Improving or declining?
• What changes caused shifts?

Customization options:

1. Select time range - Last 7 days, 30 days, 90 days, custom range
2. Select view type - Different dashboard layouts available
3. Select segments - Filter by up to 2 segments for specific analysis
   • Example: "WhatsApp channel" + "Sales team"
   • Shows only data matching both filters
4. Apply filters:
   • By channel (WhatsApp, Instagram, Facebook, SMS, etc.)
   • By team (Sales, Support, Marketing, etc.)
   • By agent (specific team member)
   • By contact properties (VIP status, region, etc.)

Export & sharing:

• Export data as CSV
• Import into Excel for further analysis
• Share reports with stakeholders
• Track improvements over time

Integrations create a seamless ecosystem:

Benefits:

• Eliminate manual data entry
• Sync customer data automatically
• Trigger workflows based on external events
• Access data from other platforms within SleekFlow
• Create unified customer view
• Automate business processes

Common integration scenarios:

• Customer shops on Shopify → Order history auto-syncs to SleekFlow
• Lead enters your form → Automatically added to SleekFlow contacts
• Sales rep qualifies lead in SleekFlow → Auto-updates CRM opportunity
• Support ticket resolved → Auto-trigger satisfaction survey
• New Shopify order → Auto-send shipping update via WhatsApp

SleekFlow has a native Shopify integration, included on the Pro plan and above. Connect your store once, and your Shopify customers, orders, abandoned carts, and active products sync into SleekFlow automatically. Data syncs one way, from Shopify to SleekFlow.

Connect your store

1. In SleekFlow, click the Integrations icon in the left-side menu. Under E-commerce, find Shopify and click Connect.
2. Choose how you'll use Shopify with SleekFlow (sales, customer support, or marketing), then click Continue on Shopify.
3. Install the SleekFlow app in Shopify and grant the requested permissions. You'll need admin access to your store and access to customers, orders, and products.
4. Back in SleekFlow, you'll see your store connected. New and updated records sync from then on. To bring in customers and orders created before you connected, click Import data.

What your team gets

• Order and cart context in the Inbox: each customer's order history and abandoned carts appear next to the chat
• Product sharing: browse your Shopify catalog and send product messages without leaving the conversation
• Payment links: send a Shopify checkout link or a Stripe payment link in the chat
• Ready-made automations: start from flows for abandoned cart recovery, order update notifications, post-delivery feedback, post-purchase upsell, and more
• Targeted broadcasts: segment customers using Shopify data such as purchase history

Add an AI agent to your store

Connect an AI agent built in AgentFlow to your Shopify store, and customers can shop by chatting with it on WhatsApp, your website live chat, Instagram, and other messaging channels. The agent can:

• Search your catalog and recommend products based on what the customer asks for
• Answer questions about product details, variants, and availability
• Answer store questions such as shipping and return policies
• Build a cart, apply a discount code the customer provides, and share the checkout link
• Hand the chat to your team when a person needs to step in

Shopify actions for AI agents are available on the Premium and Enterprise plans. See how Shopify AI agents work.

• Shopify & VTEX - Direct integration (most popular)
• Custom e-commerce - Via Zapier or API

For others, use Zapier (more details in Zapier integration section).

Salesforce integration enables:

• Two-way contact sync - Contacts sync between platforms
• Lead management - See Salesforce leads in SleekFlow
• Opportunity tracking - View sales pipeline data during conversations
• Side-by-side view - Customer details + conversation in one screen
• Automated sync - Data updates automatically

Setup:

1. Go to Settings → Integrations
2. Search for "Salesforce"
3. Click "Connect"
4. Authorize with Salesforce credentials
5. Map SleekFlow fields to Salesforce fields
6. Enable two-way sync

Result:

• Salesforce leads appear in SleekFlow contacts
• Updates in SleekFlow sync back to Salesforce
• Agents see customer context during conversations
• No duplicate data entry

Options:

1. Direct integration (if available)

• HubSpot, Pipedrive, etc.
• Follow similar process to Salesforce

2. Zapier (universal automation)

• Connects SleekFlow to 5,000+ apps
• More details in Zapier section

3. API (custom integration)

• For technical teams
• Build custom integration with your systems

Yes. You can connect SleekFlow to the booking or scheduling tool you already use, such as Calendly, Cal.com, or your own booking software. Booking tools connect through an AI agent integration, webhooks, or Zapier and Make, rather than a one-click plugin. Pick the option that matches what you want to automate.

Let an AI agent handle booking conversations

An AI agent built in AgentFlow can answer questions about your services, availability, and policies on WhatsApp and other channels. It can also collect the details you need (name, service, preferred date and time) and save them to the customer's record in SleekFlow. If your booking system has a REST API, you can connect it to the agent so it can check open slots and create or change bookings inside the chat. Connecting an agent to an API is available on the Premium and Enterprise plans, for APIs that use an API key or bearer token.

Send confirmations and reminders automatically

Point your booking system's webhooks at Flow Builder, and every new booking, reschedule, or cancellation can trigger a WhatsApp confirmation or update right away. You can also store each appointment as a Custom Object on the customer's profile and send a reminder before the appointment time. HTTP request and webhook automations are available on the Premium and Enterprise plans.

Connect without code

Zapier and Make link SleekFlow to thousands of apps, including scheduling tools, so you can pass booking events into SleekFlow without writing code. Both are included from the Pro plan.

Confirmations and reminders sent more than 24 hours after a customer's last message need a Meta-approved WhatsApp template.

Zapier is automation middleware connecting SleekFlow to 5,000+ business apps without coding.

How it works:

1. Create a "Zap" (automation)
2. Choose trigger: "When X happens in SleekFlow, then do Y in another app"
3. Configure the integration
4. Runs automatically

Example Zaps:

• "When broadcast sent, log event in analytics tool"
• "When ticket resolved, send Slack notification"
• "When custom object created, notify Asana project"

Apps connectable via Zapier:

• Slack (notifications, alerts)
• Gmail (email integration)
• Calendar apps (sync scheduling)
• Project management (Asana, Monday, Jira)
• Accounting (QuickBooks, Xero)
• Email marketing (Mailchimp, ConvertKit)
• Hundreds of others

Setup:

1. Go to Zapier.com
2. Create account
3. Click "Make a Zap"
4. Choose trigger app: SleekFlow
5. Choose trigger: What SleekFlow event?
6. Choose action app: Where to send data?
7. Configure field mapping
8. Test and activate

Yes, for technical teams.

SleekFlow API enables:

• Pull contacts and conversation data
• Create/update contacts programmatically
• Trigger flows automatically
• Log custom events
• Build custom applications

When to use API:

• Custom integration not available via Zapier
• High-volume data synchronization
• Complex business logic
• Your development team is involved

Resources:

• API documentation: developers.facebook.com/docs/whatsapp/ (for WhatsApp specifics)
• SleekFlow developer documentation (contact support)
• API keys in Settings → API (for technical implementation)

Yes, for AI Agent knowledge base.

Supported file types for AI training:

• Google Docs (company policies, FAQs, guides)
• Google Sheets (pricing tables, product catalogs, inventory)
• PDF files (product guides, policies)
• Excel/CSV files (data lists)
• Text files (policies, guidelines)

How to use:

1. Prepare documents in Google Docs/Sheets or upload files
2. Go to AI Agent configuration
3. Click "Import data source"
4. Select "Google Docs" or "Google Sheets"
5. Choose specific file
6. System trains AI on this content
7. AI automatically learns and adapts as files update

Example:

• Upload your Google Sheet with pricing → AI provides accurate quotes
• Upload Google Doc with FAQs → AI answers common questions
• Update file → AI automatically learns new information

SleekFlow offers 4 plans:

1. Essential - For individuals to discover the power of AI in transforming customer engagement - US$ 49/month
2. Pro - For small teams to centralize conversations and automate the basics with AI agents - US$ 109/month
3. Premium - For scaling businesses with advanced automation, integrations, and analytics - US$ 279/month
4. Enterprise - For large organizations with tailored solutions, top-tier security, and strategic support - Custom pricing

Pricing varies based on:

• Features chosen
• Number of team members
• Contact limits
• Messaging channel complexity
• Support level

Contact our sales team for updated pricing and personalized quotes.

Two components:

1. SleekFlow Subscription:

• Starting price: USD 79/month
• Premium plan (annual): USD 299/month (most popular)
• Includes flexible additional headcount plans

2. WhatsApp Messaging Fees:

• Charged per conversation (not per message)
• Conversation = 24-hour session from first business message
• Rates vary by country of customer
• Different rates for business-initiated vs. customer-initiated

Estimating WhatsApp costs:

Use our free WhatsApp Pricing Calculator

Example calculation:

• 2,000 customers to reach
• Average 2 conversations per customer per month
• USA customers (lower cost) vs. international (higher cost)
• Use calculator to get exact estimate

SleekFlow offers unlimited contact storage with any plans. The limits are on Monthly Active Contacts.

Monthly Active Contacts are only contacts you actively engage with in each billing cycle.

Instances when contacts are NOT "active":

• A contact who receives a one-way broadcast from you but does not reply or give a reaction
• A contact who is only stored in your database (e.g., added manually, imported, or synced from a CRM)

Monthly Active Contacts available per plan:

• Free Plan: 50 Monthly Active Contacts
• Pro AI: 2,000 Monthly Active Contacts
• Premium AI: 12,000 Monthly Active Contacts
• Enterprise: Custom number of Monthly Active Contacts

All SleekFlow plans apart from the free one come with unlimited broadcast messages. Subject to Fair Use Policy.

Standard Payment:

• All major credit cards via Stripe (accredited payment gateway)
• Visa, Mastercard, American Express, Discover, etc.
• Secure, PCI-compliant processing

Enterprise Payment (invoices >$10,000 USD):

• Wire transfer
• ACH transfer
• Check payment
• Other methods by arrangement

Contact our sales team for enterprise billing options.

Yes, but cancellation notice requirements depend on your plan and billing term.

Cancellation terms:

• Pro/Premium monthly: Provide written notice at least 7 days before the end of the current term.
• Pro/Premium yearly: Provide written notice at least 30 days before the end of the current term.
• Enterprise monthly: Provide written notice at least 30 days before the end of the current term.
• Enterprise yearly: Provide written notice at least 60 days before the end of the current term.
• If you do not cancel within the required notice period, your subscription will automatically renew for another equivalent term at the then-current subscription rate.
• Fees generally are not refundable if you cancel before the end of your current term. Any applicable prepaid fees or remaining-term charges are subject to the termination terms in the Agreement.

Your data: After cancellation, access to the Services will end in accordance with the applicable termination terms. For details on how Customer Data is handled and retained after termination, please refer to the Data Processing Agreement and applicable data-retention provisions. Recommendation: Export any important data before your subscription ends.

Onboarding support depends on your plan:

Free Onboarding (All Plans):

• Access to help center articles
• Video tutorials
• Self-service setup guides

Included Onboarding (Yearly Plans - Pro & Premium):

For Pro and Premium plans billed yearly, you receive:

1. WhatsApp Business API Setup Guidance

• Expert help with official API application
• Navigate Meta's approval process

2. SleekFlow Account Configuration

• Team setup and permissions
• Channel integration assistance
• Contact import and organization

3. Facebook Business Verification

• Guidance on Meta verification
• Document preparation assistance

4. 1-Hour Dedicated User Training

• Live training with SleekFlow expert
• Your team members learn platform
• Q&A and customization guidance

Yes, Chatbot and Automation Setup Support Plan is available.

What's included:

• Dedicated onboarding team assigned
• Workflow customization - Build your specific automation
• Staff permissions - Configure team access levels
• Customer flows - Design customer journey flows
• Automation rules - Set up complex logic and triggers

When to use:

• Setting up your first automation flows
• Complex workflow requirements
• Ensuring best practices implementation
• Customization for your industry

Pricing: Contact sales for plan details

Priority Support is our highest level of technical support.

What you get:

• Dedicated escalation channel - Direct access to senior support team
• Fast response times - 2-3 hour response guarantee
• Support hours: 10am-7pm UTC/GMT +8:00, Monday-Friday
• Resolution method: Service tickets or direct messaging
• Query prioritization - Your issues handled first
• Third-party support - Configuration guidance for integrations
• Only available with: Yearly billing

When to use:

• Critical issues affecting business
• Complex technical problems
• Urgent questions or escalations

Not included in:

• Monthly plans (yearly billing required)
• Starter plans (upgrade needed)

All plans include:

• Email support
• Help center access
• Community forums (if available)
• Self-service resources

Response times vary by issue priority.

Payment Security:

• All credit card data processed through Stripe (accredited, PCI-compliant payment processor)
• SleekFlow doesn't store credit card data
• Industry-standard encryption for all transactions

Data Storage:

• All customer data encrypted in transit and at rest
• Secure cloud infrastructure
• Regular security audits
• Backup systems in place

Access Control:

• Role-based permissions (Admin, Team Admin, Staff roles)
• Password protection required
• Optional two-factor authentication
• Audit logs track all data access

While plan is active:

• All conversations, contacts, and data stored indefinitely
• Backup systems maintain data availability
• Chat backup available for export

When plan is cancelled:

After cancellation, access to the Services will end in accordance with the applicable termination terms. For details on how Customer Data is handled and retained after termination, please refer to the Data Processing Agreement and applicable data-retention provisions.

Recommendation: Export any important data before your subscription ends.

Yes, multiple export options:

• Contacts export - Download contact list as CSV
• Conversation export - Export chat histories
• Report export - Download analytics as CSV
• Bulk operations - Export multiple items at once

Recommendation: Regularly export important data for backup.

GDPR Compliance:

• Customer data handling meets GDPR requirements
• Data processing agreements available
• Right to deletion honored
• Data portability supported

Certifications:

• SOC 2 Type II attestation
• ISO/IEC 27001:2022 certification (information security management)
• ISO/IEC 42001:2023 certification (responsible AI management)

Other Standards:

• WhatsApp compliance (all integrations follow Meta guidelines)
• Regional privacy laws, including PDPA, PIPL, LGPD, and CCPA/CPRA, with a dedicated Data Protection Officer appointed
• Security best practices (ongoing)

For Compliance Questions:

You can request our SOC 2 Type II report and certificates through our Trust Center. Contact our sales or legal team for:

• Data Processing Agreements (DPA)
• Security documentation
• Industry-specific requirements (healthcare, finance, etc.)

Your responsibility:

• Review third-party privacy policies
• Ensure compliance with your data agreements
• Manage data sharing preferences

SleekFlow's role:

• Facilitate secure data transfer
• Provide OAuth authentication when possible
• Comply with integrations' data handling requirements

Data sharing with Zapier, Shopify, Salesforce, etc.:

• Data transfers occur through secure APIs
• Review each service's privacy policy
• You control what data is shared
• Can revoke access anytime in Settings

1. Strong passwords

• Use unique, complex passwords
• Never share login credentials
• Consider password manager

2. Two-factor authentication

• Enable two-factor authentication for all users
• Add extra layer of security

3. IP whitelisting

• Restrict workspace access to your approved IP addresses

4. Role-based access control

• Don't give all users admin access
• Assign appropriate permissions
• Regular access reviews

5. Regular backups

• Export important data regularly
• Store backups securely
• Test data restoration process

6. Monitor access logs

• Review who accessed what
• Look for unusual activity
• Report suspicious behavior

7. Secure integrations

• Review connected apps regularly
• Revoke access to apps no longer used
• Use API keys with minimal required permissions

8. Employee training

• Educate team on data security
• Phishing and social engineering awareness
• Proper handling of customer data