FAQ

Frequently Asked Questions

How does FlowCaptain access my Google Calendar?

You share your Google Calendar with a FlowCaptain service account. This gives FlowCaptain read and write access to check availability and manage appointments. Your Google account credentials are never stored. You can revoke access at any time in your Google Calendar settings.

How does FlowCaptain prevent double-bookings?

Every booking is verified against your current calendar before the appointment is created. If a time slot has been taken in the meantime, the booking is declined and the caller is offered an alternative. If Google Calendar is temporarily unreachable, FlowCaptain returns an honest error message rather than assuming you're free. In addition, FlowCaptain detects duplicate bookings by the same person on the same day and automatically limits unusually many booking attempts.

Do callers know they're talking to an AI?

Yes. The assistant does not pretend to be human — it speaks on behalf of your business and is recognizable as an AI assistant. This satisfies the transparency obligations of the EU AI Act (Art. 50), in force since August 2026.

What data is stored?

FlowCaptain stores the data necessary for appointment management: appointment details, caller names, and phone numbers. Conversation transcripts are automatically deleted after 90 days. All data is processed by GDPR-compliant providers within the EU.

Do I need my own voice bot platform?

No. FlowCaptain includes a built-in phone assistant: under Phone Numbers, you get a number directly from FlowCaptain and assign it to your assistant. A separate voice bot platform is only required if you want to integrate FlowCaptain into existing infrastructure.

How do I get a phone number?

Under Phone Numbers in the main navigation, you purchase a number: choose a country, optionally an area code, and assign the number to your assistant. Depending on the country, regulatory approval is required — FlowCaptain handles the process and shows you the status. Note that a phone number incurs ongoing monthly costs until you release it.

Which languages are supported?

FlowCaptain supports German and English. You set your assistant's language under Assistants → Settings.

Can my customers call from any phone number?

Yes. FlowCaptain uses caller ID to identify returning callers. If a caller uses a different phone, the system identifies the appointment using other attributes such as name or date.

How are cancellations and rescheduling protected?

FlowCaptain can send an SMS verification code to the caller's phone number on file before processing a cancellation or rescheduling. You configure this protection in the calendar under Notifications. Additionally, you can enable Verification Mode on the assistant so callers confirm their phone number via SMS code even before booking.

Can I use multiple Google Calendars?

Each FlowCaptain calendar is connected to exactly one Google Calendar. To manage multiple calendars, create separate calendars in your workspace — one per Google Calendar.

What are services for?

Services allow different appointment durations and types. An initial consultation might take 60 minutes, while a follow-up only takes 15 minutes. The assistant identifies the appropriate service and automatically books the correct duration.

What are closures?

Periods when no appointments are available — such as vacation, renovation, or company holidays. The assistant automatically informs callers and states the reason on file. You find them in the calendar under Schedule & Availability.

What can I see in the Live View?

All active conversations across your workspace in real time: full transcript, channel (voice call or chat), and status. For active voice calls, you can take over the conversation and transfer it to a phone number if a caller needs to speak with a person.

What happens to cancelled appointments?

Cancelled appointments are marked as cancelled in Google Calendar and the time slot is released. The entry remains visible for your records.

What is appointment approval?

With Require Approval, new bookings must be approved by you before they are confirmed. The appointment appears as a request in your calendar; you approve or reject it, and the caller can be informed of the result via SMS. You find the setting in the calendar under Notifications.

Do I need an API key?

Only if you want to integrate FlowCaptain via API into your own systems. The built-in assistant works without an API key. You manage API keys in the workspace Settings under API Keys.