**Configuration -> Support** in your admin dashboard.

Two decisions live here: how a trader opens a conversation with you, and what
contact details your public pages show. The conversations themselves are worked
in [Tickets](/docs/platform/admin/tickets).

You need the `manage_support_settings` permission to open it.

## Live support

**Support mode** decides what happens when a trader clicks Live Support in the
header of their dashboard.

| Mode                          | What happens                                                                                                                                                      |
| ----------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| AI first (with human handoff) | The AI assistant opens every new ticket and hands off to your team when it cannot help. As soon as one of your admins replies, the AI stops answering that ticket |
| Human only                    | New tickets go straight to your admin inbox. No AI is involved at any point                                                                                       |
| Disabled                      | The Live Support button is hidden from the trader header and traders cannot open tickets at all                                                                   |

The handover rules, and what the AI can and cannot see, are described on the
[Tickets](/docs/platform/admin/tickets) page.

:::info Ticket AI and the AI Chat page are separate switches
Turning the AI assistant off for traders under **Configuration -> AI Assistant**
removes the standalone AI Chat page from their sidebar. It does not stop the AI
from answering tickets. If you want no AI in support, set the mode here to
**Human only**.
:::

:::warning Disabled hides the button, it does not archive anything
Existing tickets stay open and your team can keep replying to them. Traders
simply have no way to start a new one. Give them somewhere else to go with the
external contact URL below. The screen says so out loud: pick Disabled without
an external contact URL and it warns you that traders have no way to reach you.
:::

The panel beside the settings shows the result as a trader sees it, so you can
compare the three modes without leaving the screen. Its second tab does the same
for the contact page, filled in with the details you type below.

### External contact URL

By default `/contact` on your domain is the built-in contact page, using the
details you set further down.

Fill in an external contact URL and `/contact` redirects there instead: your own
marketing site, a help desk you already run, a form somewhere else. Leave it
empty to keep the built-in page.

This is independent of the support mode. You can run AI first tickets and still
point `/contact` at your own website.

## Contact details

These appear on your `/contact` page, to traders and to visitors who are not
logged in.

| Field         | Notes                                                       |
| ------------- | ----------------------------------------------------------- |
| Support email | The primary address 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        |

:::info 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.
:::

## Limits

| Field                | Limit                                       |
| -------------------- | ------------------------------------------- |
| External contact URL | A valid URL, up to 2048 characters          |
| Support email        | A valid email address, up to 255 characters |
| Support phone        | 50 characters                               |
| Address              | 500 characters, line breaks allowed         |

## Things worth knowing

**Teams and tags are not here.** Support teams and ticket tags are managed from
the [Tickets](/docs/platform/admin/tickets) screen itself, where you use them.

**Switching to Human only does not clear the AI history.** Tickets the AI already
answered keep those messages in the thread. That is intentional: your team needs
to see what the trader was told.

**Changes apply to new tickets.** Whether the AI answers is decided once, when
the ticket is created, and stored on the ticket itself. Switching to AI first
does not hand a live human conversation back to a bot, and switching to Human
only does not silence the AI in a conversation it is already having.

**Running out of AI budget is not a dead end.** If your AI budget for the period
is used up, the AI 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 a
budget ran out.