Calypso overview

The Calypso map

Calypso is organized around a few core areas:

• Customers: contact records (phone/email), subscription status, and last activity
• Inbox: live conversations, assignment, tags, closing/tracking
• Flows: routing + automation (Canvas Flows) including default flow selection and team routing mode
• WhatsApp
  • Templates: create and manage outbound templates (campaign, re-contact, widget)
  • Campaigns: send campaigns and review performance
  • Actions: send an approved template to a single contact (manual + API helper)
• Knowledge: reusable team knowledge pointers (Files, Websites, Q&A)
• Web
  • Widget: configure + install the Q&A widget and WhatsApp widget snippets
• Analytics: dashboards for campaigns, outbound, conversations, and agents
• Reports: downloadable/filtered views for the same performance categories
• Organization: hours, tags, departments, agents, members
• Settings: notifications and security

How inbound routing works (high level)

1. Incoming requests arrive for a team
2. If Canvas routing is enabled, Calypso routes through the team’s default flow
3. A flow can:
   • send messages
   • branch based on user choices
   • use knowledge sources
   • hand off to the Inbox (so a human can take over)

Recommended setup order

1. Create a team and invite members
2. Add customers
3. Create a flow, set it as default, and enable Canvas routing
4. Configure Inbox handoff and hours behavior (bot gate / post-handoff messages) as needed
5. Configure the Web Widget
6. Create WhatsApp templates, then launch your first campaign