Communication -> Support settings in your admin sidebar.
Everything about how support works for your traders is set on this one screen:
who answers a new ticket, how the assistant sounds, what /contact on your
domain shows, how long a ticket waiting on the trader stays open, and which
mails the trader gets about it. The conversations themselves are worked in
Tickets.
The form is on the left. On the right is a drawing of what a trader sees, which follows the form as you type. Click into a field about the contact page and the drawing turns to the contact page, click into the days of a quiet ticket and it shows that ticket closing. Under the drawing is a list of everything in the current setup that cannot work, one line each, worked out from the form as it stands, so a warning appears before you save and is gone once you fix it. A warning about a field, such as an empty contact page or your own tone without instructions, takes you to that field when you click it.
Who can change what
| Permission | What it allows |
|---|---|
view_support_settings | Open the screen and read every setting |
manage_support_settings | Change live support, the contact page, the contact details and closing quiet tickets |
manage_ai_settings | Also change the assistant's name, tone and instructions (view_ai_settings to see them) |
manage_email | Also switch the two ticket mails on or off (view_email to see them) |
The assistant and the two mails are stored where the AI Settings and Email templates screens keep them, which is why they ask for those screens' permissions. Somebody without them sees those parts read only, with a line saying why, or not at all when they may not even look. Somebody who may only read the screen gets no save dock and every field disabled.
Live support
What happens when a trader opens the support button in the header of their dashboard.
| Choice | What happens |
|---|---|
| Assistant first | The assistant answers every new ticket and hands it to your team when it cannot help. Once somebody on your team replies, it stops answering that ticket |
| Team only | Every new ticket goes straight to your team. The assistant never sees it |
| Off | The support button is gone, so traders cannot open a ticket or read the ones they have |
The handover rules, and what the assistant can and cannot see, are described on the Tickets page.
The line above the title says which of the three is saved, and for somebody who may see tickets, how many wait for your team right now, with a button to them. Under the choice, the same person reads how many conversations the assistant is in right now. Those stay with it whatever you pick, because the choice only decides who answers new tickets.
Off hides the button, it does not archive anything
Tickets that are already open stay open and your team can keep replying to them.
Traders lose the support popup itself, though, so until you switch support back
on they cannot start a ticket or open the ones they have to read a reply. Leave
your contact details on the contact page, or point /contact somewhere else, so
they still have a way to reach you. With live support off and nothing on the
contact page, the screen warns that traders cannot reach you at all.
When the assistant cannot answer, assistant first still works: every new ticket goes to your team instead. The screen says so next to the choice and in the warnings, with the reason. Your plan may have no AI, the AI may be down on our side, or your AI allowance may be used up, in which case it says until when.
The assistant
The name, tone and instructions of the assistant that answers tickets in assistant first. It is the same assistant as under AI Settings and in the AI chat, so a change here reaches the chat too. Whether the AI chat is shown to traders and to your team is set on that screen, which the block links to.
| Field | What it does |
|---|---|
| Name | Shown above every answer. Up to 50 characters |
| Tone | Professional, Friendly, Casual, or your own. It always answers in the language the trader writes |
| Instructions | Rules it follows on top of the tone, such as what it may never promise. Up to 2,000 characters |
With your own tone, the instructions are where you describe it. Leave them empty and the screen warns that the assistant picks a tone itself.
The assistant answers from your FAQ: the questions for traders, and for traders and admins both. The block says how many there are, and with none the screen warns that the assistant only has its general knowledge.
The drawing shows the assistant's first answer to a trader in the tone you picked. That answer is an example of the tone, not what it will write. In team only and off the block stays editable, and says the assistant answers no tickets until live support is set to assistant first again.
Contact page
What /contact on your domain shows, to traders and to visitors who are not
signed in.
Your own page is a page at /contact with a way to start a conversation
(signed in) or to sign in (a visitor), the first questions of your FAQ for a
trader, and the contact details below. The drawing switches between desktop and
phone, and between a trader and a visitor.
An address of your own sends everybody from /contact to a page you already
run, such as your help centre. Its Web address has to start with http://
or https://. Type it without and the screen puts https:// in front. Choose it
and leave the web address empty, and the save is refused with the field marked.
This is independent of live support. You can run assistant first and still
point /contact at your own website.
| Field | Notes |
|---|---|
| Support email | Shown on the contact page |
| Support phone | Optional. Only fill this in if somebody actually answers it |
| Address | Optional. Your office or registered business address |
While /contact sends people elsewhere, the details are kept for your own page
but nobody sees them.
Check your jurisdiction before leaving these empty
In several markets a business address on a public page is not optional. What the platform requires and what your regulator requires are different things.
Quiet tickets
A ticket your team answered and the trader never came back to. By default it closes by itself: the trader is warned five days after your team's last reply, and the ticket closes two days after that warning unless they answer. Both numbers are yours to change, and the switch turns closing off altogether.
| Setting | Default | Range |
|---|---|---|
| Warn after | 5 days | 1-60 days |
| Close after | 2 days | 1-30 days |
For somebody who may see tickets, the block says how many tickets wait on a trader right now, which are the ones these numbers apply to. Each field shows the platform's default with a button to go back to it. With closing off, a ticket waiting on the trader stays open until somebody on your team closes it. The drawing shows the ticket going quiet, the warning and the close, with your numbers. What happens in the thread is described under Tickets that time out.
A change applies from the next daily run, to every ticket already waiting. Shortening the days can close a ticket whose warning went out under the longer setting, and switching closing off stops tickets that were warned from closing.
Mail to the trader
Two mails about a ticket, each switched on or off here, with its subject as a trader reads it and a link to its wording under Email templates.
| When it goes out | |
|---|---|
| A reply | When somebody on your team answers while the trader is away, at most once every ten minutes per ticket |
| The warning | With the warning that a quiet ticket is about to close. Only while quiet tickets close by themselves |
These are the same switches as on the Email templates screen. Switching the warning off does not stop quiet tickets from closing, the trader just is not told in advance.
Saving
One save dock at the bottom saves whatever changed, and only that. Somebody who fixes the phone number does not write back an assistant a colleague changed under AI Settings meanwhile. Discard puts the form back to the last save, and the dock asks before you leave with unsaved changes.
Limits
| Field | Limit |
|---|---|
| Web address | An http or https address, up to 2048 characters |
| Support email | A valid email address, up to 255 characters |
| Support phone | 50 characters |
| Address | 500 characters, line breaks allowed |
| Assistant name | 50 characters |
| Assistant instructions | 2,000 characters |
Things worth knowing
Teams and tags are not here. Support teams and ticket tags are managed from the Tickets screen itself, where you use them.
Switching to team only does not clear the assistant's history. Tickets it already answered keep those messages in the thread. That is intentional: your team needs to see what the trader was told.
Live support applies to new tickets. Whether the assistant answers is decided once, when the ticket is created, and stored on the ticket itself. Switching to assistant first does not hand a live human conversation back to a bot, and switching to team only does not silence the assistant in a conversation it is already having.
Running out of AI allowance is not a dead end. If the allowance for the period is used up, the assistant cannot reply, so the ticket is escalated to your team and they are notified. A trader never sits in front of a ticket nobody answers because an allowance ran out.
Nobody to answer is a warning too. When nobody on your team has a role that may manage tickets, the screen says so, because every ticket would wait forever.
In the older designs
A firm on Propper - OG or Tactical keeps the screen it launched with: the three modes as cards, the external contact URL, and the three contact details, with a preview of the support button and the contact page. The assistant, closing quiet tickets and the two mails are not on that screen. The assistant is set under AI Settings and the mails under Email templates, and quiet tickets close after the platform's five and two days unless the firm changed them while on the new Default.