Key Concepts

Understanding these core concepts will help you get the most out of Fyncall.

Tenants

A tenant represents your business account in Fyncall. Each tenant has:

• Isolated data (customers, conversations, orders)
• Separate billing and subscription
• Independent settings and configurations
• Unique integration credentials

Multi-Tenant Architecture

Fyncall uses multi-tenancy to ensure complete data isolation between businesses. Your data is never accessible to other tenants.

Channels

Channels are the communication pathways through which customers reach you:

Channel	Description
WhatsApp	WhatsApp Business messaging via Meta or Twilio
Instagram	Instagram Direct Messages
Email	Gmail, Outlook, or custom SMTP/IMAP
Widget	Chat widget embedded on your website

Each channel has its own:

• Connection credentials
• Message formatting rules
• Feature capabilities (e.g., templates, media support)

Conversations

A conversation is a message thread with a customer:

• Linked to a specific channel
• Contains all messages (customer and agent)
• Has a status (Open, AI Handling, Resolved)
• Can be assigned to team members

Conversation Lifecycle

New Message → AI Processing → Human Takeover (if needed) → Resolution

Customers

Customers are individuals who interact with your business:

• Created automatically when they first message you
• Store contact information (name, email, phone)
• Track all conversations across channels
• Include order history (when connected to e-commerce)

Customer Matching

Fyncall automatically matches customers across channels:

• Phone number matching for WhatsApp
• Email matching for email channels
• Visitor ID tracking for widget users

AI Agents

AI Agents are automated assistants that handle customer inquiries:

Agent Types

Type	Purpose
Support Agent	General customer support and FAQ
Sales Agent	Product recommendations and sales assistance
E-commerce Agent	Order tracking, returns, product info

Agent Components

• Personality - Tone, language, response style
• Knowledge Base - Documents and data the agent can reference
• Workflows - Structured decision trees for specific scenarios
• Tools - Capabilities like order lookup, product search

Workflows

Workflows define how AI agents handle specific scenarios:

IF customer asks about return policy
THEN check order status
  IF within return window
  THEN provide return instructions
  ELSE explain policy and offer alternatives

Workflows can be created using:

• Natural language descriptions
• Visual flow builders
• Structured rule definitions

Integrations

Integrations connect Fyncall with external services:

Integration	Capability
Shopify	Products, orders, customers, inventory
WooCommerce	Products, orders, customers
Stripe	Payment processing, refunds
Custom API	Connect any system via webhooks

Team Roles

Fyncall supports role-based access control:

Role	Permissions
Owner	Full access, billing, delete account
Admin	Manage team, settings, integrations
Agent	Handle conversations, view customers
Viewer	Read-only access to conversations

Escalation

Escalation is when a conversation moves from AI to human:

Triggers include:

• Customer requests human assistance
• AI confidence is low
• Sensitive topics detected
• Workflow rule triggered

When escalated:

• Team is notified in real-time
• Conversation appears in priority queue
• Full context is preserved for the human agent