Frequently Asked Questions (FAQ)

Find answers to common questions about our platform and services.

1. Getting Started & Onboarding

(Questions about account creation, login, and initial setup)

What is FlyB and who can use the platform?

FlyB is an all-in-one, AI-powered platform built around intelligent scheduling. Your booking page decides which of your free times to offer — so appointments group together instead of scattering across the day — and a single link can stand in front of a whole team, routing each visitor to one of several calendars. Everything that happens after the booking lives in the same account: a native CRM, automatic reminders, automated email funnels, native Stripe checkout, and an AI that builds your landing page, with custom copy and images, from a few words describing your business.

Who is it for? Solopreneurs & Freelancers: Monetize your skills, book clients, and automate your follow-ups without needing technical skills or a $300/month tech stack. Small Business Owners: Get a professional online presence, capture leads, and accept payments securely without hiring developers or agencies. Marketing Agencies: Rapidly build, launch, and manage high-converting funnels and client acquisition systems in a fraction of the time, drastically scaling your margins.

How is the dashboard menu organised, and how do I find a screen quickly?

The sidebar shows Dashboard and Analytics on their own at the top, then the groups of the modules your organization has active, in the order the work flows: Communication (Inbox, message automations, WhatsApp templates), CRM (contacts, tasks, pipeline, conversions, lead score, active search), Capture (forms, calendars, URLs & QR Codes), Content (landing pages, blogs, AI images and videos), E-mails (campaigns, sent e-mails, templates) and Sales (plans, pricing tables, orders, payments, affiliate program). Only the screens of active modules are listed, and a group left with a single screen shows that screen on its own. One group is open at a time, and opening one closes the last; whichever you were working in is the one you find open next time.

Modules and Settings are the two fixed rows at the bottom, outside the list. Modules is where the parts of FlyB your organization uses are switched on and off. Opening it gives that area its own menu: Organization (Company, Social Media, Custom Domain), Account & Team (My Profile, Team), Plan & Usage (Subscription, Flights Statement) and Integrations & API (Apps & Connections, API Keys, API Documentation).

From anywhere, Ctrl + K (⌘ K on a Mac) opens a search box over every screen in the dashboard; type two or three letters of what you want and press Enter. The magnifier next to your avatar opens the same box. See the platform manual for the full map.

What are modules, and how do I switch one on?

FlyB is organised in modules — Inbox, CRM, WhatsApp, Scheduling, Landing Pages, Blogs, E-mail marketing, Links & QR Codes, AI Creatives, Sales with Stripe and the Affiliate Program — and your menu shows only the ones your organization uses. Open Modules (just above Settings), read Learn more on any card to see everything it does and what each plan includes, and press Activate: its screens appear in the menu immediately. Every new account starts with the Inbox, the CRM and Scheduling active — deactivate any of them you will not use. Only the organization’s owner and its admins can activate or deactivate a module. See Modules.

A screen disappeared from my menu. Where did it go?

It belongs to a module that is not active in your organization. Open Modules and activate it — or, if you are not the owner or an admin, ask one of them to. When modules were released, every account kept the modules it already used, so nothing you had built was switched off.

If I deactivate a module, is anything deleted or stopped?

No. Deactivating a module only hides its screens and its options. Published pages, blogs and booking pages stay online, and campaigns and automations that are already running keep going — pause them first if you want them to stop. Reactivate the module at any time and everything is back exactly as it was.

Why can’t I activate a module?

One of two reasons, and the card says which: your plan does not include it (the button reads Upgrade — E-mail marketing, Sales with Stripe, AI Creatives and WhatsApp are Plus and Prime), or you are not the owner or an admin of the organization.

How do I create a website using the AI?

It’s incredibly simple! Just type a short description of your business or project goals. Our AI handles the rest, generating a complete, professional webpage featuring custom copy and tailored images. You can easily tweak the layout or content manually if needed. Once you’re ready, it takes just 1 click to publish your site and put it live on the web.

What will my website’s web address (URL) look like?

By default, all web pages created and published using FlyB’s infrastructure are hosted under our standard user domain: flyb.site (e.g., flyb.site/yourbusiness). This allows you to get your page live in just a few minutes.

Do I own the rights to my chosen username or URL?

No. Choosing a username or URL grants you the right to use it within the platform, but the legal ownership of the address remains with FlyB. We reserve the right to reclaim or change usernames and URLs in cases of prolonged inactivity, trademark infringement, or violations of our community guidelines.

📄 Learn More: To review the legal detail on usage rights, intellectual property and name disputes, see Terms of Use, section 10.

Can I use my own custom domain (e.g. yourbusiness.com)?

Absolutely! FlyB gives you the flexibility to connect your own custom domain, which is a great way to build brand authority and look more professional to your audience.

How do I configure my custom domain?

Use the Domains tab in your dashboard and create a CNAME record pointing to our server.

2. Plans, Subscriptions & Payments

(Questions about pricing, billing, cancellation, and refunds)

What plans are offered by FlyB?

We offer three tiers designed to scale alongside your business: our free plan called Check-in, and our two premium tiers, Plus and Prime.

How does the billing cycle work for paid plans?

The Plus and Prime plans are billed in advance on a recurring basis, depending on whether you choose a monthly or annual cycle. Your subscription will renew automatically at the end of each period unless you cancel it directly through your account dashboard before the upcoming renewal date.

How do I upgrade my plan, and when will I receive my new Flights quota?

Upgrading is quick and seamless! You can change your plan at any time directly through your FlyB Dashboard under Settings > Subscription.

When upgrading from the Free Plan to a paid tier (Plus or Prime), your new monthly quota is credited to your account immediately after successful payment confirmation. Please note that your new premium quota will fully refresh and replace the initial 50 Free Flights, so make sure to get the most out of your welcome credits before leveling up!

What happens if I upgrade from Plus to Prime in the middle of my billing cycle?

The transition is instant and seamless! Here is how your account automatically adjusts:

• Billing: You will only be charged a pro-rated amount (the difference between the two plans) for the remaining days of your current billing month.
• Flights Quota: You will immediately receive the difference in Flights between your old plan and the new one so you can keep creating without interruption.

Note: Your monthly renewal date stays exactly the same. On your next billing date, you will be charged the standard full price of your new Prime plan, and your Flights will refresh to the full quota.

Can I downgrade my plan, and when does it take effect?

Yes, you can downgrade your plan at any time. Your downgrade will take effect at the end of your current billing cycle. Until your next renewal date, you will retain full access to all your current premium features and any remaining Flights. When the new cycle starts, your account will automatically switch to the lower tier, and your Flights will reset to the new plan’s quota.

What happens if I cancel my paid subscription?

If you decide to cancel your Plus or Prime plan, you will maintain full access to all features and your usage quotas until the end of your current billing cycle. Once that period concludes, your account will downgrade to the free tier, and any remaining monthly credits (“Flights”) will be permanently forfeited and cannot be transferred or restored.

Can I request a refund for a subscription fee or purchased credits?

Because platform access and automated features are provisioned immediately on payment, subscription fees and Flight purchases are non-refundable as a rule. There are three exceptions, set out in the Terms of Use: a mandatory statutory right of withdrawal where you have one as a consumer; a pro-rata refund if we materially reduce your rights or discontinue a feature your plan depends on; and the chronic-failure remedy in the Service Level Agreement. Cancel at least 24 hours before renewal to avoid the next charge.

3. Features & Platform Usage

(Practical questions about how the product works and credit mechanics)

What are “Flights” and how do they work?

“Flights” are FlyB’s internal credits and units of measurement used to process AI generations, trigger automations, and run various platform features. They hold no actual monetary value and represent a license to use our server infrastructure. Your total unified balance is always clearly visible on your main dashboard.

How are my “Flights” consumed?

Credits are deducted the exact moment a request is sent to our system. Flight consumption is variable and depends directly on your subscription, as each plan features a customized cost structure tailored to your specific business stage. Check the breakdown below to see exactly how Flights are allocated for each feature across our plans:

Bookings and e-mails do not consume Flights. Each plan carries a monthly allowance for them instead — see the next question.

How many bookings and e-mails does my plan include?

Both are monthly allowances that reset on the 1st of each calendar month:

The e-mail allowance counts every message we send on your behalf: bulk campaigns, CRM automations, booking confirmations and reminders, and one-off sends.

What happens if I go over my monthly bookings or e-mails?

Nothing stops working. Your booking pages keep accepting bookings and a campaign already sending keeps sending to the end of its list — a visitor or a recipient never sees an error that belongs to your subscription. We record the overage and e-mail the account owner so you can decide whether to upgrade, at most once every 48 hours per type of allowance. The Calendars and E-mails screens also warn you from 80% of the month’s allowance onwards.

What happens when I reach my contact limit?

You can no longer add or import contacts by hand, but leads that arrive on their own are still saved: a form submission, a booking on one of your calendars and a Stripe payment all create their contact even past the limit. A lead that reached you is never thrown away over a plan limit — we tell the account owner instead. The Contacts screen warns you from 80% onwards.

Why were some of my message automations switched off?

The free Check-in plan runs up to two message automations; Plus and Prime have no limit. When an account holding more than two moves to Check-in — after a downgrade or a cancelled subscription — nothing is deleted: the next time the Message automations screen is opened, the two most recently created active rules stay on and the older ones are paused. Choose which two run by turning one off and another on, or upgrade to switch them all back on.

The Contacts list shows 25 at a time. Does the search only look at that page?

No. The list is paged for speed — it loads 25 contacts per page instead of your whole base — but the search box, the saved filters and the column sorting are all answered over every contact you have, and so is everything that acts on the result: the counter at the top, tagging in bulk, adding to the CRM, a campaign audience and the CSV export. What you see on screen is one page of the answer; what those buttons touch is the whole answer. See Contacts.

Can a campaign send the next e-mail on its own, depending on what each contact did?

Yes, on the Prime plan. The campaign form has an Engagement automation step where you write rules such as “wait 3 days after the campaign e-mail; if the contact did not open it, send it again” or “if they clicked See pricing, send the offer”. A rule can also wait on the e-mail another rule sends, which is how a whole sequence is built. Each rule is checked once, at its exact moment, for each contact, and FlyB refuses to save loops and rules that would send two e-mails at the same moment or the same e-mail twice. See E-mail Campaigns → Engagement automation.

How does FlyB know somebody clicked a button in my e-mail — and why are my opens higher than before?

Every CTA button in a template has a Track clicks on this button switch, on by default. A tracked button’s link goes through FlyB, which records the click and sends the reader straight on to your page. Because nobody clicks an e-mail they did not read, a click is also counted as an open — including for readers whose mail app blocks the invisible image that measures opens, which is why open rates can go up. Clicks by e-mail security scanners are filtered out. See E-mails & Templates → Click tracking.

Can I see a funnel as a list instead of a board?

Yes. Table view, in the header of the CRM board, opens the whole funnel as a table: one row per contact with its stage, contact details, lead owner, time in the stage, origin and UTMs. You can search every column at once, filter by one or more stages, sort by any column, move a contact to another stage from its row, and export what you are looking at as a CSV. See CRM & Funnels.

Do unused “Flights” roll over to the next month?

No. Flights included in the Plus and Prime plans operate on a strict “use-it-or-lose-it” rule. They do not roll over to the next billing cycle. On your renewal date, your balance resets exactly to your plan’s monthly allocation, discarding any leftover credits from the previous month.

How do credits work on the Free Plan (Check-in)?

When you sign up for our free Check-in plan, you are given a one-time batch of promotional Flights. These credits come with a strict 30-day expiration window starting from the date of account creation. If they aren’t used within those 30 days, they will expire. However, if you upgrade to a paid plan before the 30 days are up, any remaining promotional Flights will carry over and merge into your first paid month’s quota.

If I downgrade from a paid plan back to the Free Plan, do I get another batch of free Flights?

No. The free Flights are a one-time welcome bonus allocated when you first create your FlyB account. Once your current paid cycle ends and your account moves to the Free Plan, your Flight balance will hit zero. To keep your AI generations and automation workflows (like WhatsApp and Email) running smoothly, you can upgrade back to a paid tier at any time.

Can I get my Flights refunded if I don’t like the design generated by the AI?

No. Because Flights are instantly consumed to power the real-time AI generation process, we cannot issue credit refunds based on aesthetic preferences or design variations.

However, design is a collaborative process with AI! If the first result wasn’t exactly what you envisioned, try refining your description. Adding specific details about your industry, preferred color palettes, and style references will help the AI nail your look on the next generation.

What marketing and sales tools come built into FlyB?

FlyB goes far beyond a traditional website builder. Your page comes equipped with a native all-in-one ecosystem designed to capture, nurture, and convert leads automatically.

Here is what is included to scale your business:

• Built-in CRM & Email Automation: Automatically capture leads from your site, manage your pipeline, and launch outbound email campaigns without needing external software. (WhatsApp is in limited release — see Integrations.)
• Interactive Booking Calendar: Allow clients to schedule appointments, consultations, or services directly through your website, syncing seamlessly with your schedule.
• Seamless Checkout (Prime Plan): Connect directly with Stripe to accept secure payments, sell products, or collect service fees instantly on your page.
• Lead Owner & Lead Score: Assign every lead to a member of your team — by hand, by form, by calendar or automatically in rotation — and let FlyB score each lead from what it actually did, so your team works the hottest ones first. See Lead Score.

Everything is fully integrated from day one—no complex coding or expensive third-party plugins required.

Can I sell something without building a website first?

Yes. Build a pricing table under Sales → Pricing Tables and hit Share: FlyB publishes it on a page of its own, with your logo, your company name and your colour, and hands you the link and its QR Code. Put it in a bio, in a message or on a printed flyer — a visitor who taps it picks a plan and goes straight to Stripe checkout. You can still add the same table to a FlyB page or embed it in another site later; the link keeps working either way. See Pricing & Checkout.

Why can I only reply freely for 24 hours on WhatsApp?

That is Meta’s rule, not FlyB’s. WhatsApp lets a business answer freely for 24 hours after the customer’s last message; after that only a template Meta approved in advance may be sent, until the customer writes again.

The WhatsApp Inbox shows the countdown while the window is open, warns you when under two hours remain, and — while a Cloud API number is connected — has a Window closing view so you can find the conversations about to expire. When it does close, the message box is replaced by the template picker rather than simply failing.

The window belongs to Meta’s official platform (the Cloud API). A number linked through WhatsApp Web has no window and no templates: you can write to the contact at any time.

What is the difference between the WhatsApp Cloud API and WhatsApp Web?

They are the two ways to connect a number, and both cards are in Settings → Integrations.

• WhatsApp Cloud API is Meta’s official business platform. Messages outside the customer’s 24-hour window must be approved templates, buttons are real buttons, and the number stays in good standing as long as it follows Meta’s Business Messaging Policy.
• WhatsApp Web links FlyB to the number as a device of the phone, exactly like WhatsApp Web in a browser, by scanning a QR code or typing a pairing code. There are no templates and no window — you write freely — buttons are sent as text, the Inbox can show when a contact is online, and the phone must go online at least once every 14 days. It uses a WhatsApp Web session and is subject to every rule and restriction of WhatsApp Web.

Everywhere outside Integrations a number is simply WhatsApp, and both count towards the same number limit of your plan. WhatsApp Web is enabled on every account with a Plus or Prime subscription, as soon as the payment is confirmed; the Cloud API is still limited to accounts in the beta program while it is homologated with Meta.

Can WhatsApp ban a number I link through WhatsApp Web?

Yes. WhatsApp Web is not the official business platform, and WhatsApp may limit or ban a number used through it — especially one that sends bulk or unsolicited messages, or that people report — at its own discretion. FlyB paces every number’s sends, but cannot prevent or reverse a restriction. Use it for conversations with people who expect to hear from you, and see the Acceptable Use Policy.

Why don’t some of my numbers offer templates?

Templates exist only on numbers connected through the Cloud API. A number linked through WhatsApp Web sends automation messages instead — the messages of your message automations — wherever a template would be picked: a calendar’s confirmation and reminders, a CRM stage, a task. A template automation that reaches such a number sends the template’s text as an ordinary message.

Can I use a WhatsApp number only to send notifications, without its conversations in FlyB?

Yes. In Settings → Integrations, open the number and switch Receive messages off. It stays connected and everything FlyB sends from it keeps working — confirmations, reminders, automations, CRM messages and replies from the Inbox — while the messages, media and reactions that arrive on it (and the ones typed on the phone) are discarded before FlyB stores them. Nothing that arrived while it was off can be recovered later. See Receiving messages.

How do I create a WhatsApp template?

In Settings → Integrations: press Templates on the connected number, then New template. You write the message, mark anything that changes per send as a variable, and see a preview of the message exactly as your customer will receive it while you type.

Meta has to approve it before it can be sent, which usually takes minutes. Until then the template shows as In review and cannot be picked in the Inbox. If it is rejected, Meta’s own reason is shown on the template.

For a calendar’s WhatsApp confirmation and reminders you do not have to start from a blank page: Create confirmation template and Create reminder template open the template wizard, with the message, its samples, what each variable means and the free service message already written in your language.

Can a calendar confirm bookings and send reminders on WhatsApp?

Yes, once a WhatsApp number is connected. In the calendar’s editor, under Notifications, switch on the WhatsApp confirmation — sent on every booking and reschedule, beside the confirmation e-mail — and, on each reminder, Send notification on WhatsApp. Both are off until you pick the template they send, because every template message is paid (on a number linked through WhatsApp Web you pick an automation message instead). They only reach guests who agreed to WhatsApp messages on the booking form, which asks for it. Each send, and each one that did not go out, is recorded with its reason in the calendar’s history.

Will every guest get the WhatsApp confirmation and reminders?

Only the ones who agree. Whenever a calendar confirms or reminds on WhatsApp, its booking form asks the guest to agree to those messages — unticked by default, with one more nudge if they confirm without it, and never a condition for booking. Guests who do not agree get the e-mails and nothing on WhatsApp, and can turn the messages on or off later from the page their booking e-mails link to. See The guest’s consent to WhatsApp.

Can I stop people booking at the last minute?

Yes. Under Availability → Booking rules, Minimum notice says how soon a visitor can book: with 4 hours, nobody opening your page at 10:00 is offered anything before 14:00. It applies to the booking page, the API and team distribution links alike, and a time that slips inside it while a guest is still filling the form is turned down when they confirm. New calendars start at 4 hours; calendars created earlier start with no minimum until you set one. See Booking rules.

Can I cancel a booking without e-mailing the customer?

Yes. When you cancel from FlyB, switch off E-mail the contact to confirm the cancellation. With it on — the default — you can add a message to the contact in your own words, and choose whether the e-mail invites them to book again, with their details already filled in. The reason you type stays in the calendar’s history for your team; the customer never sees it. See Cancelling a booking.

I deleted or moved an appointment in my Google Calendar. Does FlyB know?

Yes, when the calendar is linked to Google Calendar. Deleting the appointment’s event in Google cancels it in FlyB — the time is free again and the reminders stop — and moving the event to another time reschedules it there, reminders included. The customer is told, as if you had done it in FlyB, unless you switch off Tell the guest. Google usually lets FlyB know within seconds, and FlyB also checks by itself before every reminder, so a customer is never reminded of an appointment you deleted. Only appointments still ahead are affected, and only the events FlyB created. See Changes made in Google Calendar.

Can a customer pay for the appointment when they book it?

Yes, with Sales with Stripe on (Plus and Prime) and your Stripe account connected. In the calendar’s editor, under Calendar → Booking page, switch on Require payment to confirm the booking and pick one of your prices integrated with Stripe. The booking page then shows the price, registers the customer as a contact and sends them to Stripe’s checkout; the booking — with its confirmation e-mail, CRM stage and automations — only happens once the payment is approved, and the money goes to your own Stripe account. See Charging for bookings.

Does a customer who opens the payment page hold the time?

No. Looking at the price reserves nothing, so it never keeps a time from somebody else. A time is held only when the customer pays with a method that clears later, like a boleto: from that moment, for the hours you set in the calendar (48 by default). If the payment clears in that window, the booking is confirmed; if it does not, the time goes back on the booking page. A card payment is confirmed on the spot.

A customer paid, but the time had already been taken. What happens?

FlyB never books the same time twice. The payment is marked Paid — needs a new time in the calendar’s Payments section, the calendar’s dashboard shows an alert, and both your team and the customer receive an e-mail. Book a new time opens the booking page with the customer’s details filled in: the booking you make there is paid with what they already paid, so they are not charged again. If you refund them in your Stripe dashboard instead, Mark as handled clears the alert. Cancelling a paid booking never refunds it on its own.

Do I pay for a WhatsApp template sent to somebody who just wrote to me?

Not if you set the template up to avoid it. While the 24-hour window is open a plain message is allowed and costs nothing, so each template can carry a service message — a free-form version you write yourself, sent in the template’s place while the window is open. The template goes out only when the window has closed, which is the one moment WhatsApp requires it.

It applies everywhere FlyB sends that template — CRM automations and the Inbox alike. Turn it on under How a template is sent, where you can also give the free-form version its own buttons: the template’s own buttons belong to the template and are not sent in its place.

The customer received the same WhatsApp message twice. Why?

Because different screens can be set to send it, and they do not know about each other: a message-automation rule, the Send WhatsApp template automation on a CRM stage, and a calendar’s own WhatsApp confirmation. A booking that files the lead into that stage and fires the rule and is confirmed by its calendar sends one copy from each.

Open the conversation in the Inbox: every automated message carries a ⚡ badge naming its sender — the rule’s own name, CRM · <stage> for the stage automation, or the calendar’s name for its confirmation and reminders. Turn off whichever you did not mean to keep; there is nothing to fix beyond that.

A WhatsApp message never arrived. Where do I look?

In the conversation itself. Every send WhatsApp refuses is written into the thread as a message marked failed, in red, with WhatsApp’s own reason and error code — whether it came from the Inbox, a CRM automation, a message-automation rule or the API. The conversation moves up the queue and stays in Open, because a message that never arrived has not answered anybody. The common causes are listed under When a message does not arrive.

My keyword rule did not answer a message. Why?

Open the rule, press Trigger test and paste the message: it says whether the rule would fire and which keyword (or exception) decided it, using the same matching FlyB runs. Capital letters and accents are never the reason — agenda matches “Agenda” and “AGENDA”. The usual causes, in order:

• Once per contact. It is the default, and it means exactly once: if you tested the rule from your own phone earlier, a second test from the same number is ignored. Switch the rule to every time with a minimum gap, or test from another number.
• Whole words. Without a wildcard, agenda does not match “agendamento”. Write agend% to catch every word that starts that way — see the wildcard.
• An exception. A term under Except when it says stops the rule even when a keyword is also there.
• No text. A photo without a caption, a sticker or a location carries no words to match.

The rule’s History lists every firing with the keyword that caused it; a message that matched nothing does not appear there, because nothing fired.

How does FlyB fill a template’s variables when an automation sends it?

From the mapping on the template itself. Under How a template is sent you point each variable at a field of the contact — {{1}} at the first name, {{2}} at a custom field — using the same variable picker as the e-mail templates. Every automation and reminder that sends that template then fills it the same way, with nobody around to type the values.

A variable you leave unmapped falls back to what FlyB has always done: the contact’s first name for {{1}}, your organization’s name for {{2}}, and a blank for the rest. Sending by hand from the Inbox still shows every field, and what you type there wins.

Can a message carry the customer’s appointment date, or a link to change it?

Yes, and neither has to be typed by hand. The variable picker has a group for the next appointment and one for the last appointment booked, each carrying the date and time already written out on the calendar’s clock, the day of the week, where the appointment happens, and a reschedule or cancel link — the same address the booking confirmation e-mail sends people to.

They work in an e-mail template, in a WhatsApp template’s variables and in a message-automation free-form message. Both come out blank when there is no such appointment, so a reminder never goes out half-written.

A third group, This appointment ({{booking.*}}), is the appointment the message is about — the one a calendar is confirming or reminding, even when the guest has another one sooner — written on the guest’s own clock. See appointment variables.

Can a WhatsApp button reply instead of opening a link?

Yes — on a free-form message, which means a template’s service message or a message-automation rule that writes its own text. When you add the button, choose Send a message instead of Open a link. The contact taps, and the button’s own text is sent back to you exactly as if they had typed it.

That reply is an ordinary message in every way: it appears in the Inbox, it re-opens their 24-hour window, and it can trigger another automation — a keyword rule reads it like anything else they write. So one rule can offer a choice and another rule can answer it, with nobody at the keyboard.

Because the text on the button is the message, it takes no variables and is capped at the 20 characters WhatsApp allows. An approved template’s own buttons are a separate thing, set when the template is written and reviewed by Meta.

How many buttons can one WhatsApp message have?

It depends on which kind of message it is, and the rule is WhatsApp’s rather than FlyB’s.

An approved template may carry up to three buttons here, mixed freely: links, replies, or some of each — at most two of them links. Meta reviews the template before it is ever sent, which is what makes the mixture possible. See Message templates.

A free-form message — a template’s service message, or a message-automation rule’s own text — may carry either up to three reply buttons or one link button on its own. WhatsApp sends a link as a different kind of message from the one that carries replies, and there is no version that holds both, so a link can never sit beside another button. The editor offers a second button only while nothing in the set is a link, and says why where the second one would have gone.

A number linked through WhatsApp Web shows no buttons at all: a rule that only covers such numbers does not offer them, so write the link in the text instead. See Message automation.

In both cases a message with buttons is limited to 1,024 characters instead of the usual 4,096; past that the words are sent and the buttons are dropped.

Can a template’s button link to a different page for each customer?

Yes. When you add a link button, choose Filled automatically instead of Fixed link, and write only the part of the address that never changes. FlyB completes the rest for each contact at the moment it sends.

That is what lets one template point every customer at their own page — their booking, their invoice, their tracked link — rather than needing one approved template per destination. WhatsApp only allows the changing part at the end of an address, so FlyB adds it for you.

On a free-form message the address is freer still, because Meta reviews nothing there: the whole of it may be written with variables, and it may even be one — {{contact.custom_fields.invoice_link}}, where the field already holds the complete address. FlyB checks what it becomes immediately before sending, and drops the button rather than the message if it is not a usable address by then.

A conversation I am not ready to deal with keeps coming back to the top. What do I do?

Snooze it. Snooze, beside Resolve on the panel to the right of the conversation, asks when it should come back — 1 hour, 3 hours, 1 day, 3 days or 1 week with one click, or any date and time you type — and lets you leave a note saying why. Until that moment the thread is out of Pending and every other working view, and is in Snoozed, where you can see everything you have put off and when each one returns.

It comes back on its own when the time passes, and straight away if the customer writes again. See Snoozing.

Can I reopen a conversation I resolved?

No — resolving is final, and that is on purpose. The next message with that person, sent or received, starts a new conversation, assigned to whoever had the previous one: the thread shows it under a divider (Conversation started on … via WhatsApp) below the earlier ones, which stay readable as far back as they go. If the customer wrote, it is in Pending; if your team started it, it waits in Waiting on them until they answer. Resolving does not close WhatsApp’s 24-hour window, so if the customer wrote recently you can still answer freely — and your answer is what opens the new conversation. See Resolving a conversation.

Can I keep notes on a contact and schedule what happens next?

Yes — Notes & Tasks. From a conversation (⋮ → Add notes & tasks) or from the contact record, write a note with lists, colours and pictures, and add tasks under it: a reminder that comes back to your team on a date, an e-mail template, a WhatsApp template, a FlyB Chat message or a move to a CRM stage. Each task runs on its own at the date you pick, and says what it did — or why it could not. CRM → Tasks lists every contact’s tasks, with what is due today and what is late. See Notes & Tasks.

A contact is in Pending but nobody wrote. Why?

A reminder of yours came due for them. A Notes & Tasks reminder writes its text in the thread as an internal note and puts the person back in your Pending — even somebody who has never written to you — with a Reminder chip on the card saying how far its moment is. A calendar reminder does the same for the calendar’s responsible members, with the time left until the appointment and, when it reached the guest, a card naming the appointment, its date and time and the Google Meet link when there is one. Either stays there until you resolve or snooze the conversation. See Reminders in the Inbox and Booking reminders.

Why does a colleague’s reminder not show up in my Inbox?

Because the Inbox is each member’s own workspace. A reminder is for the members it names — a task’s responsible member and the members it e-mails, a calendar’s responsible members — and only they see the person rise to the top, the Reminder chip and the pop-up; with nobody named, it is for the whole team. The same goes for appointments on calendars you are not responsible for: they are not in your threads. Managers see everything on the contact record, where every appointment, task and waiting reminder carries the names of the people it belongs to. See Reminders are yours.

Can FlyB warn me when a reminder comes due, even if I am not in the Inbox?

Yes. The moment a reminder of yours comes due, a pop-up opens on whatever screen of the dashboard you are on, with the person, the appointment (or the task) and the buttons to join the meeting, reschedule, cancel and open the conversation in the Inbox. From the pop-up you can also let your browser announce reminders while FlyB is in the background. See The reminder pop-up.

Does the WhatsApp Inbox show contacts who have never messaged me?

Yes, and that is the point. Every contact you can see is in the queue, ordered by the last thing they did — a booking, an e-mail they opened, a funnel move. So somebody who books an appointment rises to the top of the queue at the moment they book, even though they have never written, and you can send them a template from there.

Their whole history appears in the thread alongside any messages. See WhatsApp Inbox.

Can FlyB find the contacts I should talk to — the ones who showed interest but never booked, or never got an answer?

Yes — that is FlyB Hunt AI, opened from the purple Hunt AI button in the Inbox toolbar. Write who you are looking for in one sentence (a Hunt Rule), pick a period, and the AI reads every contact active in it — conversations, notes, tasks, appointments, e-mails, funnel history — and scores how well each one matches. The matches become a list in the Inbox queue, best match first, with the score on every card and every bulk action available. Moving the rule’s minimum match re-cuts the list instantly, without searching again. Searching is part of the Plus and Prime plans and costs Flights by the number of contacts analysed; on Check-in you can write the rules and upgrade to search. See FlyB Hunt AI.

Can visitors chat with me on my own site?

Yes — set a page’s (or a blog’s) floating button to FlyB Chat. The visitor fills in a form of yours once, then writes from a chat window in the corner of the page; the messages land in your Inbox, in the same thread as that person’s WhatsApp, and you answer from there. If you reply after they closed the chat, a card with your message waits for them over the button. It needs no integration and nothing goes through WhatsApp. See FlyB Chat.

How do I know whether a visitor saw my FlyB Chat reply?

By the ticks on your message in the Inbox. One tick: sent, but their page is not open. Two grey ticks: their chat received it while closed, and the new-message card is showing. Two red ticks: they closed that card with × without opening the chat. Two blue ticks: they opened the chat and read it — which also happens to a message they had ignored, if they open the chat later. Hover a tick for the explanation. See FlyB Chat.

What happens if the visitor leaves the chat before we answer?

If your team’s replies go 15 minutes without reaching the visitor’s chat, FlyB e-mails them — the visitor’s last message followed by everything your team wrote after it, from your organisation’s name, with a button that reopens the chat. It needs an e-mail address on the contact, happens only after the visitor wrote to you, and never sends the same message twice. An envelope beside the ticks in the Inbox shows which messages went out by e-mail. You do not have to wait, either: on any message the visitor has not read yet — your first message to somebody who never wrote included — click the envelope with a + to send it to their e-mail at once. See When the visitor has already left.

Can the FlyB Chat reply on its own?

Yes. Create a message automation rule and pick FlyB Chat as its channel: it writes into the contact’s chat when something happens — the first message in the chat, a visitor identifying for the first time, a chat going quiet, a booking, a payment. On FlyB Chat every trigger sends a message written in the rule itself — there are no templates to approve — and it can carry buttons: a link, or up to three replies the visitor answers with one tap. A rule reaches only people who have opened the chat. See FlyB Chat.

Can my team send ready-made messages with buttons from the Inbox?

Yes. Every message automation is also a ready message: in a conversation, ⋮ → Send an automation message lists them, previews the one you pick with the contact’s details already filled in, and sends it — buttons included. On WhatsApp it is offered while the 24-hour window is open; on FlyB Chat always, where a WhatsApp automation written as a free-form message can be sent too. To keep a message for this alone, create a rule with No trigger: it never fires by itself, and a funnel stage can also send it with the automation Send message via FlyB Chat. See Sending an automation message.

Can WhatsApp reply on its own?

Yes — message automation is a list of rules that send a template when something happens: somebody writes for the first time, a lead goes quiet for six hours, an appointment is booked, a form is filled, a payment goes through, a contact reaches a funnel stage.

Each rule names the numbers it covers, the trigger, an optional filter over the contact (the same one as everywhere else) and the message to send. A rule can wait a few minutes before sending, hold messages outside working hours until the morning, and fires once per contact by default — which is what a follow-up needs.

Inside the 24-hour window, a template that has a free-form version sends that one instead: it costs nothing and reads like a person wrote it.

Do I need an approved template to auto-reply on WhatsApp?

Not while the customer’s 24-hour window is still open. Customer’s first message and Any message received fire at the instant they write — the instant the window opens — so those can send a free-form message you write in the rule itself, with no submission to Meta and no per-message cost.

A follow-up can too, but only while it waits under 24 hours: it counts from the same instant the window does, so at 6 hours there are 18 left and at 24 there are none. Set it to 24 or more and FlyB refuses to save the rule, because every message it booked could only ever be skipped — use an approved template for the longer waits.

Every other trigger offers the template alone: there is no telling whether the customer has written recently at all. See Message automation.

Can a rule reply only when the customer says a certain word?

Yes, on the two triggers that fire on an incoming message. Add the words — agendamento, agendar, marcar consulta — and the rule fires only when the message carries one of them.

Case and accents are ignored, and it matches whole words: agendar catches “quero agendar uma consulta” and not “reagendar”, so add both if you need both. Phrases work. The editor has a tester: type a message and it tells you whether the rule would fire, using the same code the server runs. See Message automation.

Can the CRM move a lead when the customer writes on WhatsApp?

Yes, in two ways, both on the CRM:

• An entry event — Sent a message on WhatsApp (on one of your numbers) or Sent a message on FlyB Chat — places the contact in a stage. Turn on Move to this stage if the contact is already in the funnel to also pull leads already on the board, e.g. from Waiting for reply to Replied.
• A stage automation with the trigger When a WhatsApp message arrives (or When a FlyB Chat message arrives) reacts to the messages of the contacts sitting in that stage, with conditions about the message itself: its text, the number, whether it is a picture, a video, an audio or a document — and any action: move, win, assign, score, reply.

See Entry events and Conditions about the received message.

Can the AI understand what the customer meant, instead of matching words?

Yes, on the Prime plan. In a stage automation fired by a message, the condition Matches the AI prompt takes a sentence in your own words — “the customer wants to book an appointment” — and the AI judges the customer’s messages against it, in the context of the conversation. It waits until the conversation has been quiet for 45 seconds — no message from the customer or from your team — and judges everything the customer sent in that exchange at once, so “hi” / “how much is it?” is one question to the AI. The automation runs when the AI is at least as sure as the minimum match you set (80% by default). Contact matches the AI prompt asks the same kind of question about the contact’s record instead — “the lead came from LinkedIn” — on an on entry automation or beside the message’s own prompt on a message automation: one AI condition of each kind per automation, two questions to the AI. Both are included in Prime — no Flights — up to a daily limit, and names, e-mail addresses and phone numbers are removed before anything is sent — of those, only an e-mail’s domain and a phone’s country code go, so “has a business e-mail” can be asked. You can try a message prompt on a sample before turning it on, and see how it judged real ones. See Matches the AI prompt and Contact matches the AI prompt.

Why did my follow-up rule not message anybody?

Open the rule’s history (the clock icon on its row). It lists every time the rule fired — including the times it sent nothing, each with the reason: “this contact has no phone number”, “the rule was turned off before this message was due”, or what WhatsApp said when it refused.

The two usual causes are a rule pinned to a number that has since been disconnected (the row says so in red) and a template approved on only some of the rule’s numbers. See Message automation.

Can I tell which messages my team sent and which were automatic?

Yes. In the conversation, a message sent by a rule carries a purple ⚡ badge with the rule’s name; one typed on the owner’s own phone carries a phone icon; one typed by a colleague in FlyB carries their first name.

The rule’s name is frozen onto the message when it is sent, so renaming or deleting the rule later does not rewrite the history.

Can I see which of my WhatsApp contacts are paying customers?

Yes. The panel beside the conversation lists the contact’s subscriptions — product, value, status and next billing — and the queue has two views for working them as a list: Active, everyone with a running subscription, and Cancelled, everyone who had one and has none running now. A trial counts as running; a customer who cancelled and resubscribed is in Active, not Cancelled.

Both are only visible to members whose role can see the Financial module. See Orders & Payments.

The Inbox says my WhatsApp number “cannot send right now”. What happened?

The authorization Meta issued when you connected the number was withdrawn — almost always because the Facebook password changed, or FlyB was removed from the business account. It is not a problem with the message, and it is not a WhatsApp ban.

The number is marked disconnected in Integrations; reconnect it there and sending resumes. Your conversations, messages and contacts are untouched while it is out.

Do the photos and voice notes my customers send stay available?

Yes. WhatsApp itself deletes a file after 30 days, so FlyB copies every attachment into your organisation’s storage as it arrives — photos, voice notes, videos and documents alike. The photo of the damaged part and the voice note agreeing a price are still there in month three.

They belong to the conversation: deleting the conversation deletes its files, and so does removing the WhatsApp number they arrived on. Attachments received before this existed have no copy and are fetched from WhatsApp the first time you open them, which also stores them — so an older thread repairs itself as it is read, provided WhatsApp’s 30 days have not already passed.

Can I send a voice note, a video or a PDF from the Inbox?

Yes, and there are two ways because there are two kinds of file.

The paperclip opens your library at the kind you pick — Image, Video, Audio or Document — for the files you send again and again: the price list, the product video, the standard greeting. You can record audio straight into the library, listen back, and keep it for next time.

For anything you will send once, skip the library: press the microphone to record a voice note, paste a screenshot with Ctrl+V, or drag a file onto the conversation. Those go to the customer and stay with that conversation only — a screenshot answering one question is not an asset, and a library full of them is a library nobody can use.

Either way the file appears above the message box before it is sent, so a mistaken paste can still be caught, and anything you type beside it becomes the caption. See WhatsApp Inbox.

A customer phoned asking for an appointment. Can I book it for them?

Yes. New booking — on the Bookings tab of the contact record, and in the Inbox through the calendar button beside the message box (or + Actions in the right-hand panel) — opens the team’s agenda: every calendar of your organization, one day at a time, with every time and who holds it. Pick a free time while they are on the line and that calendar’s own booking page opens in a new tab on that time, straight on the form, with the contact’s name, phone, e-mail and previous answers already filled in.

You can take any free time, including one the booking page is not offering guests under the calendar’s presentation rule — the ones it is offering are marked Preferred. The time off, the minimum notice and the required questions still apply, and the appointment attaches to the contact you started from. Bookings you take this way do not count as visits to the calendar in your reports. On a calendar that charges for the booking, the page also offers you Book without online payment, for a customer who pays you some other way. See Calendars & Booking.

Can I suggest a few times to a customer in a WhatsApp conversation?

Yes. In the Inbox, open the calendar button beside the message box, pick a time and press Suggest this time — add up to five. The customer receives an ordinary message (“We have availability on: … Shall we confirm?”) in your calendar’s own wording, which you can edit and which the calendar keeps for next time. When they reply with the one they want, press Confirm beside that time in the conversation: the booking page opens on it with their details filled in. Nothing is reserved until somebody books, and each suggested time later reads Booked, Taken or Expired. It works on WhatsApp and FlyB Chat; on a WhatsApp Cloud API number it needs the 24-hour window open, like any free-form message.

Can I stop a teammate from reading a particular WhatsApp number?

Yes. Each connected number can be restricted to specific members from Integrations. By default a number belongs to the whole organization.

The restriction covers the Inbox only: a member left off the list still sees the contact in Contacts, on the CRM board and in every report — a number is a channel, not a lead. Only the account owner is exempt from the list.

4. Security, Account & Support

(Questions about passwords, data privacy, anti-spam rules, and getting help)

Is my data or my customers’ data used to train public AI models?

Your privacy is highly protected. Your Personally Identifiable Information (PII) is never sold or used to train public AI models. Prompts and data sent through the system may be processed by secure AI infrastructure partners (like OpenAI and Anthropic) under strict enterprise confidentiality agreements. While aggregated, non-identifiable data may be used to refine our internal tools, you can easily request to opt out of this training by messaging our legal team, or simply upgrade to our Prime or Enterprise tiers where advanced privacy controls are active by default.

What does FlyB Hunt AI send to the AI, and does it cost Flights?

For each contact it analyses, the parts of the period’s activity that bear on your rule — drawn from messages, notes, tasks, appointments, e-mail activity, funnel history, purchases and custom fields — and a few attributes such as where the contact came from. Which parts bear on the rule is decided once, from the rule alone, before the search: a rule about e-mails sends no conversations, and a contact with nothing in a part the rule requires is not sent at all. Never their name, e-mail address, phone number or street address: those are removed even from inside the text of messages and notes, as are document numbers and anything obtained from Google. What a rule can still be about is kept at its coarsest: the e-mail’s domain (and whether it is a free provider), the phone’s country code, and the city and state. The model provider, TypeSafe, returns a score and does not train on what it receives; it is listed in Sub-processors.

Each search costs 1 Flight per 100 contacts analysed, with a minimum of 1 (101 contacts cost 2), shown before you press the button and debited when the search starts. When it ends, the contacts that could not be analysed are refunded in whole blocks, and a search that fails is refunded in full. If your balance does not cover a search, shorten the period so fewer contacts are analysed, or buy Flights. Searching is part of the Plus and Prime plans. See What a search costs and What the AI reads about each contact.

Do the AI video and image generators cost Flights?

No. They run on your own OpenRouter account, using an API key you paste in, and OpenRouter bills you directly at the model’s own price. FlyB adds no markup and charges no Flights. They are available on paid plans.

Where does my data go when I use those generators?

Straight from your browser to OpenRouter — it never passes through FlyB’s servers, and your key is stored in your browser only.

That also means FlyB has no control over, and no visibility into, how OpenRouter and the model providers behind it use, retain or train on what you send. Read OpenRouter’s privacy policy and the policy of the model you pick before submitting anything confidential, personal or regulated. Full detail in Privacy Policy, section 7.

Can I rely on what the AI writes?

Review it first. AI output is generated, not verified: it can be inaccurate, outdated or simply invented. That matters most for claims about prices, availability, results, qualifications and anything regulated in your sector — those are your statements once you publish them. See Terms of Use, section 8.

Why can’t I see today’s appointments on my dashboard?

The dashboard lists today’s appointments only for the calendars you have a stake in: the ones where you are one of the responsible members, plus the ones with no responsible member at all, which belong to the whole team. If every calendar in the account names somebody else, the panel does not appear for you — ask an admin to add you to the calendar’s responsible members. If you are flagged See only their own contacts, the list is also narrowed to the guests you own. See Dashboard.

What exactly can an admin do, and what stays with me?

An admin has the same access you do on every module of the platform, including modules released after they were invited — that is the point of the role, and it is why an admin has no permission grid to fill in. Two things stay with the account owner and cannot be granted to anybody: managing the subscription (subscribing, changing plan, opening the billing portal) and deleting the organization. Everything else — contacts, pipeline, pages, campaigns, integrations, API keys, inviting other people — an admin can do. See Settings & Team.

Can I give somebody access to only part of the platform?

Yes. Every role below admin has a permission grid: one row per module and four actions on each — view, create, edit and delete. Start from the role that is closest to what you want and tick or untick the rest for that one person. Three rules are worth knowing: turning view off hides the module from their menu entirely and revokes the other three with it; you can only grant what you have yourself, so a manager cannot give a colleague access to a module they cannot see; and only you and your admins can invite or promote an admin. Changing somebody’s role resets their grid to that role’s defaults. See Settings & Team.

Can I stop a salesperson from seeing the whole contact base?

Yes. Each invited member can be switched to See only their own contacts, and they then see the organization minus the contacts they do not own — on the contacts list, on the CRM board, on the dashboard and in campaign audiences, counters included. Who owns which lead is the Lead Owner field, and only owners and admins can hand an existing lead to somebody else. See Settings & Team.

A salesperson who sees only their own contacts does not see the conversations of their own WhatsApp number. Why?

Because the contacts those conversations belong to are not theirs. A new person’s first message creates the contact, and that contact is owned by the member wearing the crown on the number — or by nobody, when no one does. Open the number in Settings → Integrations, make sure the salesperson is on its list of who sees it, and give them the crown: from then on every contact the number creates is born theirs, and so is its conversation. People who were already contacts keep their current owner — an admin can reassign them. The same goes for a calendar: crown the salesperson among its responsible members and the contacts its bookings create are theirs. See Who sees a number in the Inbox.

Why can’t I edit a colleague’s calendar?

A calendar that names responsible members is managed by them and by the organization’s owner and admins — even if your role may edit calendars. You can still open its dashboard, see its appointments and book on it. A calendar with nobody responsible belongs to the whole team, and anyone allowed to edit calendars can change it. See Calendars.

Does FlyB decide anything about my leads on its own?

No. The Lead Score is arithmetic over rules you write: you choose the actions, the conditions and the points, and every point is recorded with the reason that produced it, on the contact. FlyB scores nothing you did not ask it to, and the score is a prompt for your judgement, not a decision about a person. See Privacy Policy, section 3.1.

Why am I getting a daily e-mail with my traffic, and how do I stop it?

It is the daily summary: once a day FlyB e-mails the account owner, with the organization’s admins in copy, a report of the last full day — the contacts captured, the bookings received and the three calendars that took most of them, then the five most visited pages, forms, calendars, blog posts, tracked URLs / QR Codes and pricing tables, each compared with the day before. It goes out overnight, between 00:01 and 06:00 UTC, so it is waiting for you at the start of the day. It is only sent when the day actually produced something — a visit, a contact or a booking — and never more than once a night.

To stop it, go to Settings → Company and turn off Daily summary by e-mail. It applies to the whole organization. See Analytics.

I run Google Ads but never added UTM tags to my links. Will I see that traffic?

Yes, as paid traffic. Google Ads tags its own clicks with a gclid parameter automatically, and FlyB reads it: those visits are recorded as source ads, medium google-ads. The same works for Microsoft Advertising, Meta, TikTok, LinkedIn, X, Reddit, Snapchat, Pinterest and several affiliate and e-mail platforms, and it applies to leads as well as visits. What it cannot tell you is which campaign, because the click identifier does not name one — so keep tagging your links with utm_campaign if you want that, and your own tags always win over this. See Analytics.

What is the “Ad click ID” on a contact, and what do I do with it?

It is the identifier the ad platform put on the link the lead clicked — Google Ads’ gclid, Meta’s fbclid and so on — saved on the contact when a sign-up, a form capture or a booking follows an ad click. Google Ads and Meta match on exactly this value when you upload an offline conversion, which is how you tell them that a lead their ad produced went on to become a sale. Copy it from the contact’s Marketing & origin block. It is blank for any lead that did not arrive from an ad. See Analytics.

My Analytics numbers are lower than Google Search Console. Which one is wrong?

Neither. Analytics counts people, so it leaves out the visits that were never a person: search-engine crawlers such as Googlebot and Bingbot, AI crawlers, SEO and uptime tools, speed audits and automated browsers. Those are a large share of the requests a public address receives, and the tools that report raw requests include them. Two more things are left out for the same reason — the preview inside the FlyB editor, and a reload, since the same visitor reopening the same address counts once per 24 hours. See Analytics.

Are there any restrictions on what kind of data I can store on FlyB?

Yes. FlyB is not built to serve as a high-security data vault. It is strictly prohibited to upload or transmit protected health information (PHI), sensitive financial records (such as typing credit card numbers outside of Stripe’s secure payment fields), or government-issued identification numbers (like SSN, Passports, or Tax IDs).

What are the email and messaging rules to prevent my account from being locked?

We maintain a zero-tolerance policy for Spam. You must have explicit, verifiable legal consent from every single contact imported into your CRM. Using bought, scraped, or rented contact lists is strictly forbidden. Furthermore, every automation email sent must include a clear, working “Unsubscribe” link. If our system detects high bounce rates or spam complaints, sending may be stopped and the account suspended. The full rules are in the Acceptable Use Policy.

What happens if my WhatsApp number gets banned or my Stripe account is suspended?

Because Meta (WhatsApp) and Stripe are independent, third-party networks, FlyB has no control over their internal enforcement mechanisms or compliance policies. We cannot be held liable for any business interruptions, revenue loss, or issues resulting from restrictions placed by those companies, and no Flight credits will be returned due to third-party penalties.

How can I reach out to customer support?

Email [email protected], in English, Portuguese or Spanish.

Include the email address of your FlyB account, the URL of the screen concerned, what you expected to happen and what happened instead, and a screenshot where the problem is visual. That is what lets us start work on the first reply instead of the third.

How quickly will you respond?

Paid plans are covered by our Service Level Agreement:

On the Free plan we answer on a reasonable-efforts basis, with no targets. The SLA also lists what is outside our control — chiefly third-party services such as Stripe, Google, Meta and your own SMTP provider.

5. Where to read more

• Platform Documentation — every screen in the dashboard, chapter by chapter
• Terms of Use · Privacy Policy · Cookie Policy
• Acceptable Use Policy — what you may and may not do
• Service Level Agreement — our response and resolution targets
• Sub-processors — the third parties involved in delivering the service