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Administration & troubleshooting

Channels, Live Chat, and AI options reference

Find the configuration controls for mailboxes, chat, AI providers, knowledge and diagnostics.

3 min read · HelSup product documentation
On this page
  1. Where to find the controls
  2. Before you begin
  3. Settings reference
  4. Important considerations

Where to find the controls

Settings → Support Channels → Email, Live Chat, Web Form, or API; Settings → AI for Overview, Providers, Models, Features, Prompts, Knowledge/RAG, Usage & Cost, Privacy, and Diagnostics.

Before you begin

Mailbox Identity — Name labels the mailbox; Email address is the public address; From name appears to recipients; Reply-To receives direct replies. Incoming — Provider preset fills known defaults; IMAP host, Port, Encryption, Username, Password, and Folder connect the inbox; Initial sync “From now” avoids importing history, while recent-history mode begins after the stored UID cursor. Outgoing — wp_mail uses WordPress/server mail and existing SMTP plugins; Direct SMTP uses SMTP host, Port, Encryption, Username, and Password. Signature is appended to agent mail. Routing — Default team, Default priority, and Default status apply before automation; Auto acknowledgement sends receipt confirmation. Live Chat — Enabled publishes the widget; position, size, label, icon, color/effects and offsets control presentation; schedule/timezone determine online state; offline mode/message sets expectations; human handoff enables Talk to a human, queue behavior, and agent takeover; ticket/document tabs expose structured submission and public KB search. AI — Enable AI is the master switch; Default chat provider/model serves text tasks; Fallback provider/model is used after a supported primary failure; Embedding provider/model builds searchable vectors; Default image provider/model serves image-capable features. Provider Base URL is optional for native services and required for compatible/local endpoints; API key is write-only; Active determines availability. Features enable individual AI surfaces. System prompt sets boundaries; User template inserts runtime context. Knowledge/RAG controls indexed sources, chunking/retrieval, citation behavior, and grounded-answer policy. Monthly warning threshold alerts without stopping; Monthly hard limit blocks new chargeable calls; Per-user daily requests throttles abuse. Store debug payloads increases diagnostic detail and privacy exposure.

Settings reference

Blank secret fields keep the stored secret unless the screen explicitly says clear. Encryption should normally be TLS/SSL; None is for controlled local environments only. Folder is commonly INBOX. Initial sync affects first import, not routine polling. Auto acknowledgement is separate from agent replies. Chat schedule is evaluated in its selected timezone. Grounded Chat AI answers factual support questions only from allowed indexed documentation and offers human help when evidence is absent. Provider/model pairs must support the requested capability: chat, embeddings, or image generation. Diagnostics status filters isolate OK or Error calls; usage figures depend on provider pricing metadata and may be estimates.

Important considerations

Never place provider keys in prompts, KB articles, screenshots, or support reports. Direct SMTP may bypass a site-wide mail plugin. Importing mailbox history can create large queues or duplicates. Turning on Live Chat without staffing or offline rules harms response expectations. Disabling grounding to force answers increases hallucination risk. Debug payloads may contain customer content.

Continue learning

Configure a mailbox→Connect an AI provider→Set up website chat→Configure grounded Chat AI→Hand a chat conversation to your team→

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30%FIRST PURCHASE
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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.