Frequently asked questions
Learn how FlexInbox works, which channels and CRMs it supports, and how the AI agent and pricing work. If you can't find what you're looking for, our team is happy to help.
Setup takes minutes, with no coding.
General & setup
What exactly is FlexInbox?▾
FlexInbox is a multichannel customer communication platform. It brings your WhatsApp and Telegram conversations together in a single unified inbox, connects them with Zoho CRM, Bitrix24 and HubSpot, and offers a trainable AI agent that speaks only from your knowledge. Your sales, support and operations teams work from the same panel, and no message is ever lost.
Do I need the WhatsApp Business API?▾
No, you don't. Your agent connects their own number by scanning a QR code, just like WhatsApp Web. You start messaging within minutes, with no complex API applications, approval processes or extra paid infrastructure. Your existing number, chat history and contacts keep working exactly as they are.
How long does setup take, and is technical knowledge required?▾
Setup usually takes just a few minutes and requires no coding. There are three simple steps: connect your channel with a QR code, authorize your CRM if you use one, and, if you like, train your AI assistant by adding a knowledge base. You can complete it yourself, with no developer or IT team needed.
Can our whole team share the same number?▾
Yes. Multiple users can share a single number at the same time. Every message shows which agent sent it, you can assign conversations to agents, track them with open/closed status, and see what's unread. That way a single line stays organized under a whole team.
Can I use FlexInbox on a phone or tablet?▾
Yes. The panel is designed to be accessible from a computer, tablet and phone browser. You also receive browser and email notifications for new messages, so you stay on top of incoming requests even when you're away from your desk.
How many languages does FlexInbox support?▾
The panel is multilingual and supports right-to-left (RTL) writing, including Arabic. The marketing site is available in 8 languages. Whether your team is local or international, everyone can work in an interface that fits their own language.
Channels & CRM
What message types can I send and receive on WhatsApp?▾
All the rich WhatsApp features you use every day are supported. You can send and receive media such as images, videos, PDFs and location, plus voice messages, quoted replies and emoji reactions. You also see delivered and read receipts, and reply faster with ready-made template responses.
How does Telegram connect, and how is it different from WhatsApp?▾
Your Telegram account also connects via QR, and two-step verification (cloud password) is supported. Media sharing, @usernames and quoted replies all work. Most importantly, Telegram messages appear in the same inbox as WhatsApp, marked with a channel badge, so you don't have to track two channels in separate apps.
How does it work with Zoho CRM?▾
You can start a chat directly from Zoho Contacts, Leads and Deals records. When a message arrives from an unknown number, a Lead, Contact or Deal can be created automatically and the record owner is synced. That way every conversation is linked to the relevant CRM record and your sales team never loses context.
What does the Bitrix24 integration offer?▾
Each line is mapped to a Bitrix24 Open Channel (Open Lines) and can trigger bizproc automations. With an embedded widget on the CRM detail tab, you manage conversations from inside the record. The AI bot can also answer Instagram, Facebook and web chats connected to Bitrix, meaning a single agent covers multiple channels.
What do I gain if I use HubSpot?▾
You get an embedded live chat area right inside the HubSpot Contact record. Contacts are matched automatically, and the full history of your WhatsApp and Telegram conversations is kept in one place, together with the record. All of this works without the WhatsApp Business API.
Can I use multiple channels and CRMs at the same time?▾
Yes. You can connect WhatsApp and Telegram together and manage them in a unified inbox with channel badges. On the CRM side, you connect whichever fits your business (Zoho, Bitrix24 or HubSpot). Connecting a CRM increases the value of the integration, but agent and line management can also be done from your panel.
AI & pricing
How is the AI agent trained, and can it make up wrong information?▾
Using RAG, the agent speaks only from the information you provide. You build the knowledge base from plain text, website crawling, FAQs and files (PDF, DOCX, CSV). The agent stays within these sources, so it won't invent information that doesn't match your brand. It can understand images and transcribe voice messages.
What operating modes does the AI agent have?▾
Three modes are available. In Suggestion mode, the agent drafts a reply and the operator approves it. In Semi-automatic mode, it replies based on the confidence threshold you set. In Fully automatic mode, it runs the conversation end to end and hands off to a human when needed. Handoff can be triggered by the confidence threshold, a keyword, or the customer asking for a human.
What happens when an operator steps in?▾
The moment an operator writes in a chat, the AI goes silent in that conversation (human takeover). That way the customer never gets replies from both the bot and an agent at the same time. You can also send follow-up messages to people who don't respond, set a natural, human-like reply delay, and improve the agent over time by feeding your corrections back into the knowledge base with the feedback loop.
Can I set up multiple AI agents?▾
Yes. Under a single organization you can define multiple agents, assign a separate agent to each line, and use distinct knowledge bases for each agent. For example, one line can run for sales and another for technical support, each with a different persona and knowledge.
How does pricing work?▾
Subscription is per line, and WhatsApp and Telegram are billed separately. You can choose monthly or yearly, and each line renews automatically and independently. AI usage is metered separately with a usage-based AI Assistant Package. Payments are taken securely via iyzico.
How do I keep AI costs under control?▾
AI usage is metered with a separate AI Assistant Package, so it stays transparent. In the reports you can see message volume, token consumption, estimated cost and your response/handoff rate. When your package runs out, the AI stops, and you can set up automatic renewal if you wish, so you never face a surprise charge.
Got questions? The best way is to try it
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