Skip to content
HelSup Help Center
Help Center/AI & knowledge sources
AI & knowledge sources

Connect an AI provider

Connect your AI provider, choose the supported model and verify the connection before enabling assistance.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

AI is optional. Tickets, Inbox, Knowledge Base, and human support continue to operate without a provider key. Configure providers, models, feature access, and knowledge retrieval under Settings → AI. Agents use Copilot to prepare assistance; visitor Chat AI requires its own Live Chat and AI enablement.

When to use this

Bring-your-own-key keeps secrets on your site. You can develop with the Test provider in debug without billing a vendor. Customers should never depend on AI for the helpdesk to exist.

Where to find the controls

Settings → AI (feature-gated). Sidebar AI Copilot → #/ai (beta, pro flag ai_copilot). Test connection lives on the AI panel debug tools. Feature toggle: #/settings/billing/features.

Who can make these changes

elegant_support_manage_ai (or manage_settings) to configure keys. elegant_support_use_ai to run Copilot. Chat visitors never see keys.

Before you begin

Enable the AI feature, pick a provider, paste the key, choose a model, Test provider in debug, then save. Internal KB and internal notes are excluded from customer Chat AI regardless of provider. Grounded mode still requires RAG sources.

Follow these steps

  1. Confirm you actually need AI.
  2. Enable ai_copilot.
  3. Open Settings → AI.
  4. Enter BYOK details.
  5. Run Test provider.
  6. Grant use_ai to agents who should see Copilot.
  7. For Chat AI, set Live Chat mode to AI first or hybrid.
  8. Publish KB and index RAG before promising factual answers.

Settings reference

Provider, API key, compatible base URL if used, model, usage counters, Test provider result, prompts, RAG stats. Feature flag ai_copilot.

Example workflow

Staging uses the Test provider and never calls OpenAI. Production stores a Gemini key, tests once in debug, then agents draft replies with Copilot while Chat AI answers only from chunks.

Good practices

Keep a non-AI fallback: human only mode and saved replies. Rotate keys after staff changes. Do not screenshot the AI panel.

Important considerations

Keys are secrets; Import/Export excludes them. You do not need OpenAI specifically — Gemini or Claude work via BYOK. Never let Chat AI answer factual support with empty retrieval.

If something does not work

Test provider fails: outbound HTTPS, wrong key, or model id. Copilot hidden: feature off, no use_ai, or provider unset. AI no answer: see ai/rag and live-chat/ai-chat (no_evidence). Contact support with provider name and HTTP status, never the key.

Continue learning

Ground AI answers in your knowledge base→Configure grounded Chat AI→Enable the features included in your plan→Check System Status→

Let’s solve it together.

Can’t find what you need? Our support team can help with your next step.

Contact support ↗
LIFETIME PARTNER POLICY

One introduction.
A lifetime of shared growth.

Introduce HelSup to your customers, readers or community. Earn 30% on their first purchase and 20% on every subsequent purchase and renewal throughout their customer lifetime with HelSup.

Read our invitation to partners ↗
30%FIRST PURCHASE
20%Every subsequent
purchase & renewal

From recommendation to reward

  1. 01

    Get your personal link

    Sign in to your HelSup customer account and open Partner program to access your referral link.

  2. 02

    Recommend with confidence

    Share the link in a useful review, tutorial, customer proposal or with your community. Explain your partner relationship.

  3. 03

    Track your commission

    Follow attributed purchases and commission status in your partner dashboard. Eligible commissions are reviewed before payout.

YOUR LINK, IN PRACTICE

What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

For example: “Looking for a customer support solution? Explore HelSup through my partner link: [paste your personal link here].” When an eligible customer purchases through your link, their first purchase earns 30%; later purchases and renewals earn 20%.

Open my partner dashboard →
YOUR CUSTOMER RELATIONSHIP KEEPS WORKING

A $100 first purchase earns $30.
A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

30% first, 20% thereafter. Receive 30% on the customer’s first eligible paid purchase, then 20% on subsequent purchases and renewals throughout that customer’s lifetime on HelSup.

From link to lifetime attribution. The initial referral link is remembered for 30 days in the same browser. Once the referred customer’s first paid purchase is recorded, their partner relationship continues without needing another referral click.

Completed payments. Commission is calculated after discounts and before tax. Free orders and self-referrals do not qualify. Refunds reduce or reverse the associated commission.

Review and payout. Earnings appear as pending until reviewed by HelSup. Payout is processed manually after approval. Contact partner support for payment arrangements.