Settings & Team

Sidebar: Settings — the single row at the bottom of the sidebar, below the groups. Right above it sits Modules, where the parts of FlyB your organization uses are switched on and off — see Modules.

Everything here is configured once and rarely revisited, which is why it is one row rather than a list. Opening it gives the area its own menu, on the left:

Every one of them keeps the address it always had, so old links and bookmarks still land where they used to.

Company

Your workspace’s identity, reused across the whole platform.

Only owners and admins can edit these.

Social Media

The profiles shown in your pages’ footers. Each entry is a network and its address.

Custom Domain

Serves your pages and blogs under your own address. The full walkthrough, including the DNS records and the apex options, is in Landing Pages. It is listed in the Settings menu while the Landing Pages or the Blogs module is active.

Flights Statement

Every credit and debit, with its date, type, description and running balance, filtered by period. Entry types include the initial credit, AI page generation and updates, AI post and e-mail generation, lead searches, Hunt AI searches (the charge when a search starts and, on its own line, what came back when it ended), payments and purchased Flights. Bookings from before the monthly booking allowance replaced the per-booking charge still appear in the history.

My Profile

Your own name, phone, country and photo. Your e-mail address cannot be changed — it is the identifier of your account.

Delete Account is irreversible and removes your account data — and with it the organization you own. It is offered only while the organization you are inside is your own: being an admin of somebody else’s account never puts that account at risk.

Team

Settings → Team manages who has access.

Inviting

Send an invitation by e-mail with a chosen role. The invite dialog also gives you a link you can send yourself. Your plan caps the number of users; Prime allows 20, and larger teams are arranged with FlyB directly.

Roles

An admin has the same access as the owner, on every module — including modules released in the future, which is why an admin has no permission grid to fill in: the checkboxes are shown ticked and locked. Two actions are the owner’s alone and cannot be granted to anybody:

• Managing the subscription — subscribing, changing plan or opening the billing portal. See Subscription.
• Deleting the organization, which is what Delete Account does on My Profile. It is offered only while you are inside the organization you own.

Permissions

For every role below admin, permissions are set per module and per action (view, create, edit, delete):

The grid lists the rows of the modules your organization has active; the rows that are the platform itself (Contacts, Analytics, Integrations, API Keys, Members, Organization) are always there. A customisation made to a row is kept while its module is off, and applies again when the module is reactivated.

Choosing a role fills the grid in; you can then customise any row for that specific person. Three rules apply to every change:

• View is the gate. Turning it off hides the module from that member’s menu and revokes create, edit and delete with it — there is no “edit but not see”.
• You can only grant what you have yourself. A manager customising a colleague cannot tick a module they have no access to.
• Only the owner and admins can invite or promote an admin.

Changing someone’s role resets their custom permissions to the new role’s defaults.

Removing a member revokes their access immediately. So does removing a permission: the screens disappear from their menu, and the actions behind them are refused even if the page was already open.

Removing a member also releases what they held in the organization’s setup: they are taken off every calendar’s responsible members (so they stop being copied on its bookings) and every WhatsApp number’s Inbox list, and lose any crown — on a calendar, a number or a form. A number whose list named only them becomes visible to everyone again, and a calendar whose only responsible they were belongs to the whole team. The contacts they owned keep that owner until an admin reassigns them.

Two settings narrow edit further, by ownership rather than by role: a calendar is managed only by its responsible members (or by everybody, when it names nobody), and a WhatsApp number only by the members who can see it. The owner and admins are exempt from both.

Your own profile screen is never affected by any of this — everyone can always change their own name, phone and password.

Contacts visibility

Beside the permissions, each invitation carries one switch: See only their own contacts. Turned on, that member sees the same organization as everyone else minus the contacts they do not own — on the contacts list, on the CRM board and its table view, on the stage screens, in the CRM reports, in the dashboard widgets and in a campaign’s audience. The counters count only their contacts too.

It is off by default, and it is a visibility rule rather than a permission: it never changes what the person may do, only which contacts an answer is computed over. Who owns which contact is set by the lead owner field.

Funnels have their own, separate restriction — see CRM & Funnels.

Integrations

Sidebar: Settings → Apps & Connections is where every external connection lives.

Each card belongs to the module that uses it: Stripe to Sales with Stripe, Email (SMTP) to E-mail marketing — the account configured there only ever sends your templates — and both WhatsApp cards to the WhatsApp module. A card whose module is off is not shown, unless the connection is already made, so it can always be seen and disconnected.

The two WhatsApp cards are the only place where FlyB tells the two ways of connecting a number apart. Everywhere else — the Inbox, automations, calendars, the CRM — a number is simply WhatsApp, whichever card connected it, and the screens adapt to it on their own (a WhatsApp Web number has no templates and no 24-hour window). Both count towards the same number limit, and a number can be connected only one way at a time.

WhatsApp Cloud API

You do not create anything on Meta. FlyB is an official Tech Provider, so connecting a number takes about a minute in a pop-up window: you press Connect number, give the number a name, confirm the checklist, and Meta walks you through authorising the number you already use.

The name is optional and only your team sees it — Sales, Support, São Paulo shop. It is worth typing: once the list has three numbers in it, a name is what tells them apart at a glance, and it can be changed later at any time.

The integration runs in coexistence: the number stays live in the WhatsApp Business app on the phone, the team carries on answering from there, and FlyB sees the same conversations. Messages typed on the phone appear in FlyB as sent by you.

The conversations themselves are read and answered in the WhatsApp Inbox.

How many numbers

The limit counts every WhatsApp number of the account together — Cloud API and WhatsApp Web alike. On Plus, a number linked through WhatsApp Web uses the plan’s only seat, so no Cloud API number can be connected beside it (and the other way round). On Prime the three seats can be split any way — two on WhatsApp Web and one on the Cloud API, for example. To switch a number from one way to the other, disconnect it first.

WhatsApp as a whole — sending, receiving, templates and every automation that writes on it — is part of Plus and Prime. An account that moves to Check-in with numbers still connected sees a notice here: the numbers stop sending and receiving in FlyB until the plan changes back — see Downgrading.

Before you connect

Each of these is a reason Meta refuses a connection, and all of them are refused inside Meta’s window, after you have already typed the number:

• the WhatsApp Business app on version 2.24.17 or newer;
• a number already active in that app and in regular use — a brand-new number is usually refused for eligibility, so a few weeks of real use is the safe bet;
• the number is not registered on another Cloud API or WhatsApp Business Account;
• you are an admin of the Business Portfolio that owns the number;
• the phone stays unlocked, online and with the app open while the connection is made.

Keep using the app afterwards: it has to be opened at least once every 13 days, or Meta deactivates the connection.

The list of numbers

Each connected number is one row: its name, its phone number, and chips for its status, its mode, anything wrong with it and who can see it in the Inbox — plus Send only when it does not receive messages. Every chip is a shortcut — pressing one opens that number’s settings at the part it refers to, where the name, the member list, the full text of any alert and the disconnect button all live.

Each row also has a Templates button, which opens that number’s message templates on their own screen.

Payment method

A WhatsApp Business Account with no payment method is fully connected and still cannot send or receive a single message. The number’s row shows a red alert chip until one is added; pressing it opens the number’s settings with the full explanation and a link straight to the WhatsApp Manager. It is the second most common reason a number appears connected but silent.

Message templates

A template is a message Meta approved in advance. It is the only thing you may send to somebody who has not written to you in the last 24 hours, which makes it how a conversation starts from your side.

Templates have a screen of their own: Sidebar: Communication → WhatsApp templates (or Templates on a number’s row, which opens it on that number). The menu shows it while at least one number is connected through the Cloud API — numbers linked through WhatsApp Web have no templates, so an account with only those does not see the entry, nor the Templates button on their rows. The header picks the number — your default one opens first — and narrows the list by search (name, language or the message’s text), category, language and status, each status showing how many templates it holds. Below it, the list on the left and, on the right, an editor beside a preview of the message exactly as the person receiving it will see it in WhatsApp. The address carries the number, so a link to it opens on the same number for a colleague; the old address under Settings → Integrations still works and forwards here.

Manage WhatsApp numbers, beside Sync in the header, opens the same connected numbers manager as this screen: rename a number, change the default, see whether one has fallen over or change who can read it in the Inbox, without leaving the templates. Connecting a new number is still done here, on the integrations screen, and the manager’s button takes you there.

Creating one. Write the message, and use Add variable for anything that changes per send — the customer’s name, an order number. Variables are numbered {{1}}, {{2}} in the order you add them, and each one asks for a sample value. Those samples matter: Meta reviews the template by reading your sentence with them substituted in, and samples that do not fit the sentence are the most common reason a template is rejected.

A new template can also be given its delivery settings before you submit it — what each variable is filled with, and the free service message. They are saved together with the template, so it is never live without them; leaving them empty and filling them in afterwards works exactly as before.

You also choose a category, and it decides the price of every send:

Meta can reclassify a template while reviewing it, and FlyB shows the category it actually came back with rather than the one you asked for.

The buttons. A template can carry up to three tappable buttons, and each one is either a link or a reply:

A template is the one place the two can be mixed — a link beside a reply, under the same message — because Meta reviews a template before it is ever sent. The free-form service message cannot, and neither can a message automation’s own message.

WhatsApp allows at most two link buttons on a template, and requires links and replies to be grouped rather than alternating. You do not have to keep them in order: FlyB puts the links first when it submits the template, and the preview shows that same order, so what you proof-read is what is sent.

A reply takes one field, because the button’s text is the message. Tap “Quero agendar” and WhatsApp puts exactly that into the conversation as a message from the contact — it lands in the Inbox, it re-opens their 24-hour window, and it can trigger a message automation, keyword filters included.

A link takes an address that works in one of two ways:

The second is there so a single template can point each customer at their own page — their booking, their invoice, their tracked link — instead of needing one template per destination. Meta only allows the changing part at the end of an address, so FlyB appends it for you; you never type the placeholder yourself.

Because Meta reviews a template’s link, that address has to be a real one — it cannot be a variable. The service message’s buttons, below, are the opposite case.

After you submit. The template goes to Meta for review and sits as In review until they decide, which usually takes minutes but can take longer. A rejected template shows Meta’s own reason on its page. Only approved templates can be picked where a message is sent right away — the Inbox, CRM automations, message automations. A calendar’s WhatsApp confirmation and reminders may also point at one still in review, since they fire later: nothing goes out until Meta approves it, and each skipped send says so in the calendar’s history.

Every template picker groups them by number. Meta approves a template per number, so the same name can be approved on one of your numbers and missing from another. Wherever you choose a template, the list shows each connected number with its own templates underneath — and choosing one also chooses the number it is sent from. Templates that cannot be chosen there (in review, rejected, paused) are shown greyed out with their status, so a missing template is never a mystery.

Editing. Approved, rejected and paused templates can be edited; one still in review cannot. Saving an edit sends the template back for review — and until it is approved again, the version already approved is the one that keeps being sent. The name and the language can never be changed, because Meta treats that pair as the template’s identity; to change either, create a new template.

The template wizard

Some of FlyB’s own notifications come with a ready-made template, so nobody has to work out Meta’s rules or FlyB’s variables from a blank page. Today there are two, both offered where they are used — on a calendar’s WhatsApp confirmation and reminders:

Pressing Create confirmation template (or reminder) asks which number the template should live on — only when you have more than one — and opens this template manager in a new tab, with everything already written in the language you use FlyB in:

• the internal name and the language;
• the category — Utility, since it answers something the guest did;
• the message, with its {{1}}, {{2}} variables and a sample for each, taken from the calendar itself where possible (its name, its address), because a realistic sample is most of what gets a template approved;
• what each variable means to FlyB — {{1}} the guest’s first name, {{2}} the calendar, {{3}} the date and time, {{4}} the notes or the place — using the appointment the message is about;
• the free service message for when the guest wrote to you in the last 24 hours, with a Reschedule or cancel button that opens their own booking.

Everything stays editable. Submit for approval creates the template at Meta together with those settings; the tab then offers to take you back, and the template is already selected on the calendar that asked for it, in review or not. Running the wizard again on a number that already has the template creates it under a new name (_2) and says so, in case you would rather reuse the existing one.

How a template is sent

Below the editor, every template carries a few settings that belong to FlyB and are never sent to Meta. Saving them does not put the template back into review, and they stay available even for a template Meta will not let you edit — one still in review, or one with an image header built in the WhatsApp Manager.

Filling the variables automatically. Point each of the template’s variables at a field of the contact, using the same variable picker as the e-mail templates:

{{1}}  →  {{contact.first_name}}
{{2}}  →  {{contact.custom_fields.product}}

This is what lets a CRM automation or a reminder send the template with nobody around to type the values. A variable left 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. Someone sending the template by hand from the Inbox still sees every field and can overwrite any of them — what a person types always wins.

Sending it as a service message. A template costs money and reads like a form letter, and neither is necessary while the customer’s 24-hour window is open. Turn on Send as a service message when the 24-hour window is open and the template gets a second version — a plain message, written by you, with no approval and no cost:

Switching it on starts the service message from the template’s own text, with each variable already replaced by what you mapped it to, so the two say the same thing from the first keystroke. Write it with the same internal variables:

Hi {{contact.first_name}}, do you need a hand with {{contact.custom_fields.product}}?

The template’s own {{1}}, {{2}} work in it too and use the mapping above, so the suggested text is already correct before you rewrite it into something friendlier.

This applies everywhere a template is sent — CRM automations, the Inbox and message automation alike — and not only on the screen you set it on. Anything that would fall back to the template does: a window that has closed, a service message left empty, a contact who has never written.

Giving the service message buttons. A template’s own buttons are part of the template, so they do not come along when the service message is sent in its place — the customer reads the same words with nothing to tap. Turn on Add buttons to give the service message its own, and choose what each one does:

How many, and the one combination WhatsApp does not allow. A service message can carry up to three message buttons, or one link button on its own. Those are the only two shapes — 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 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. The template’s own buttons, above, are not subject to this.

Open a link takes a label and an address, and both take variables — that is where it differs from the template’s buttons. Meta reviews a template’s address when it approves the template, so only the very end of it may change. Nothing here is reviewed, so the whole of both may be written with the same variable picker as everywhere else:

Label   Your quote, {{contact.first_name}}
Link    https://book.flyb.app/{{contact.custom_fields.calendar_slug}}

The address may also be a variable — {{contact.custom_fields.invoice_link}}, where the field already holds the whole address — rather than having to begin with http. What it becomes is still checked as a real address immediately before the message leaves.

They are filled from the same contact record the message is, at the moment it is sent. A preview below the fields shows the message and its buttons exactly as the customer will see them.

WhatsApp allows the label 20 characters, and refuses a longer one outright. A literal label is counted as you type it; one with a variable in it cannot be, so whatever the variable fills in is trimmed to 20 on the way out.

If a variable in the link comes back empty — a custom field nobody filled in — the message is still sent, without the button. Losing a link is a smaller loss than losing the message, so FlyB never holds one back over the other.

Send a message takes one field, because the button’s text is the message. Tap “Quero agendar” and WhatsApp puts exactly that into the conversation as a message from the contact — it appears in the Inbox like any other message, it re-opens their 24-hour window, and it can trigger a message automation, keyword filters included. That last point is what the button is for: one tap, and the next rule takes over.

For the same reason this text takes no variables and is capped at the 20 characters WhatsApp allows. It is the message, not a caption — a text that arrived different for every contact would match some of your keyword rules and not others.

A message with buttons is limited to 1,024 characters rather than the usual 4,096. Go past it and the message is sent in full with the buttons dropped; the editor warns you while there is still time to shorten it.

What is not built here. The template editor covers a message, an optional footer and up to three link or reply buttons. Templates with an image or video header, a phone-number or copy-code button, more than three buttons, or a carousel are still listed and previewed — they are just edited in the WhatsApp Manager, and FlyB says so on the template itself rather than silently dropping the parts it cannot build. Sync pulls everything back from Meta, including anything created there.

Deleting a template deletes it at Meta too. Meta keeps the name reserved for 30 days afterwards, so a template recreated under the same name inherits the old one’s quality rating. A template that was already deleted in the WhatsApp Manager can still be deleted here: FlyB checks with Meta and removes the copy left in the list.

Importing your contacts

Right after connecting you can bring the contacts saved in the WhatsApp Business app into your CRM. Meta allows this once, within 24 hours of connecting, and the phone has to stay open while it runs. Past that window the number has to be disconnected and reconnected to try again.

FlyB does not import past conversations. Your message history stays on your phone — FlyB is not even subscribed to receive it from Meta, so it arrives nowhere even if you tick the sharing box during the connection.

Who sees a number in the Inbox

By default a connected number belongs to the whole organization: everybody sees its conversations in the WhatsApp Inbox. Naming members restricts its conversations to them — a sales team of five, each with their own number, each reading only their own threads.

Nobody selected means everyone, not nobody. And the restriction applies to 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. An invited admin obeys it like everyone else, so the setting is never decorative.

The crown — who owns the contacts the number creates. Among the members on the list, one can wear a crown: they become the lead owner of every contact this number creates — a new person’s first message, and the contact import. A contact that already existed keeps the owner it had. The first member you put on the list gets the crown automatically; adding more never moves it, and if you would rather the contacts stay unassigned, click the crown to take it off. A number visible to everyone has no crown: pick the members first. This is what lets a salesperson who sees only their own contacts read the conversations of their own number — without an owner, the contact a message creates belongs to nobody they own. The numbers list shows the owner beside who sees each number.

Who can change a number. The account owner and admins can change any number. Any other member with permission to edit integrations can change — rename, restrict, crown, switch off receiving, link, disconnect — only a number they can see in the Inbox: one visible to everyone, or one whose list names them. Anyone else’s number opens read-only, so nobody can add themselves to a list that was keeping its conversations from them.

Receiving messages

Some numbers are there only to send — booking confirmations and reminders, CRM and automation messages — and the conversations people have on them are not meant to come into FlyB. Switch Receive messages off in the number’s settings and it becomes a send-only number, marked Send only in the list:

• The number stays connected, and everything FlyB sends from it keeps working: templates, calendar notifications, CRM stages, message automations, tasks, and the replies typed in the Inbox.
• What arrives on it — messages, photos, videos, audio, documents, reactions, edits and deletions, and the messages typed on the phone — is discarded as it arrives, before FlyB stores any of it. It does not appear in the Inbox, does not create contacts and does not trigger message automations or CRM rules.
• The delivery and read receipts of what FlyB sent still arrive, so a message WhatsApp refused is still shown as failed.

Switching it off asks for confirmation. Conversations already stored stay as they are, and switching it back on receives again from that moment — nothing that arrived while it was off can be recovered. The one-time contact import is not affected.

On the Cloud API the 24-hour window opens only when the customer writes, so a send-only number can send free-form messages until the current window closes, and templates only after that.

Default number, and disconnecting

One number per organization is the default: it is the one CRM automations and one-off messages are sent from unless another is named. Disconnecting a number deletes its conversations and messages along with it, and their stored attachments are deleted from storage within moments — your contacts are preserved.

A number can also become disconnected on its own, and it is worth knowing why before it happens: the authorization Meta issued when you connected it can be withdrawn, most often by changing the Facebook password or removing FlyB from the business account. The first send WhatsApp refuses marks the number here and reports it in the Inbox as “this number cannot send right now”. Reconnecting it restores sending; conversations and messages are untouched while it is out.

Your use of this integration is subject to Meta’s own policies, and Meta — not FlyB — decides whether your number stays in good standing.

WhatsApp Web

The second way to connect a number. Instead of Meta’s official platform, FlyB is added to the number as a linked device — exactly the way WhatsApp Web is linked in a browser. The number stays on the phone, the phone keeps working as usual, and every conversation also reaches the Inbox.

This integration uses a WhatsApp Web session to communicate, and it is subject to every rule and usage restriction that applies to WhatsApp Web and to linked devices. It is not the official WhatsApp Business Platform: WhatsApp may limit or ban a number that sends bulk, unsolicited or reported messages, at its own discretion, and delivery is not guaranteed. Use it only to talk to people who start a conversation or already expect to hear from you — see the Acceptable Use Policy. The screen repeats the rules that keep a number safe:

• Do not start many conversations.
• Do not send bulk messages.
• Keep the phone, with the WhatsApp app, switched on — WhatsApp logs the device out when the phone stays offline for too long (see Keeping the connection below).
• Prefer a number already in everyday use: new numbers are restricted more easily.

Linking a number

Press Link a number, give it a name if you like (only your team sees it), and choose how to link the phone. The screen shows the steps for each method, and waits while you follow them.

The QR code changes every few seconds — keep the window open until the phone links. A pairing attempt that is not completed within about three minutes expires; generate a new code and try again. Closing the window before the phone links cancels the attempt, and a number that never linked is removed, so it does not take a seat of your plan.

A number can be connected only one way, and to one organization: a number already linked to FlyB — or connected through the Cloud API — is refused with that reason.

What changes compared with the Cloud API

A template rule in a message automation that reaches a WhatsApp Web number sends the template’s text as an ordinary message.

The list of numbers

Each linked number is one row with its name, its number and chips for what it is doing:

Reconnect resumes the session the phone already authorised. Link again pairs the phone from scratch, for a number that was logged out.

A chip N queued counts the messages waiting to go out. Messages written while a number is offline are not lost: they wait in the queue — for up to about 12 hours — and go out as soon as the number is back. One that cannot be sent is marked failed in the conversation, with a Try again button.

When WhatsApp temporarily stops a number from starting new conversations, its row shows New chats limited, with the date it ends in the number’s settings. Replies to people who wrote to you still go out.

Online status

With Show when contacts are online on in a number’s settings — it is on by default — the number appears online on WhatsApp while somebody has the Inbox open, and follows whether its contacts are online: the same green dot FlyB Chat shows. Worth knowing: while the number is online, the phone may stop showing notifications for new messages, because WhatsApp delivers them to the device that is active. If the phone’s notifications matter more to you, switch it off for that number; nothing else changes.

Receiving, who sees it, default number, and disconnecting

Who sees a number in the Inbox, which number is the default, and switching off what it receives work exactly as for the Cloud API — see Who sees a number in the Inbox, Receiving messages and Default number, and disconnecting. The first number an account links becomes its default when it has none. A send-only WhatsApp Web number has no 24-hour window to lose: it keeps sending any message at any time, and the device drops what arrives without even downloading its attachments.

Disconnect logs the device out of the phone (it disappears from Linked devices) and deletes the number’s conversations, messages and stored attachments from FlyB. Your contacts are preserved.

Make

Connect an existing Make account, or create one. Once connected, FlyB can read and run your Make scenarios, which is the general-purpose bridge to anything not natively integrated.

API Keys

Sidebar: Settings → API Keys issues keys for the Public API.

Revoking a key stops every integration using it, immediately.