Feature Toggles

Helpie is built to be deployed in pieces. Maybe you want the full helpdesk. Maybe just the chat widget, with everything else landing in your inbox like it always has. Maybe the portal but no chat. Each of those is a toggle, not a different product — and flipping a toggle later doesn’t lose anything you’ve built up.

All toggles live under Tracksies > Settings > Features, on the Tracksies Helpie tile.

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Tracksies Helpie

“Helpdesk + AI chat. Tickets, customer portal, agent dashboard, knowledge-base-grounded chatbot.”

The parent switch for the whole plugin. On by default. The four toggles below all sit underneath it.

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Helpdesk admin dashboard

“ON = Dashboard / All tickets / Customers tabs appear in the Helpie admin sub-nav (the agent-facing ticket queue). OFF = chatbot-only mode; those tabs hide and escalations should route to your inbound email instead of a ticket queue. Knowledge Base / Chat Logs / Settings remain visible either way.”

Default: on. This is the toggle that decides which of Helpie’s two shapes you’re running.

Turning it off doesn’t stop tickets existing — chat escalations and inbound emails still create them, confirmations still send, and customer replies still thread on quietly. What changes is your side: the ticket screens hide, and you work from the new-ticket notification emails in your own inbox instead. The Email Log keeps that invisible traffic visible.

The part we’re a little proud of: because everything was being recorded all along, turning the helpdesk on later reveals the full history as proper tickets. Nothing to import.

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Customer helpdesk portal

“ON = customers can submit + track tickets via the [helpie_portal] shortcode page AND the WooCommerce My Account → Support tab (when WC is active). OFF = those surfaces hide; customers reach helpdesk via the chat widget (when enabled) or by emailing your inbound address directly.”

Default: on. This gates the customer-facing surfaces described in Customer Portal. Turn it off and the [helpie_portal] shortcode stops rendering and the My Account Support tab disappears — useful if you want support to flow only through chat or email.

It’s independent of the helpdesk toggle above, so any combination works: helpdesk with no portal, portal with no helpdesk (agents work from email), both, or neither.

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Publish chat to customers

“OFF = calibration mode. The Admin Tester (Helpie → Settings → AI Tester) still works so you can dial in the system prompt + responses without anyone seeing the chat. ON = the floating chat bubble appears on every front-end page for real customers. Requires Anthropic API key + a spend cap.”

Default: off — deliberately. An AI assistant should be tuned before it meets customers. While this is off, you can have full conversations with it in the private AI Tester (Helpie > Settings > AI Tester), adjust its persona and knowledge, and only flip the switch when it answers the way you’d want a staff member to. Setup lives in AI Setup and Chat Widget.

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Demo seeder

“Populate Helpie with sample tickets, messages, and customer notes for testing or demonstration. Recommended OFF on production sites.”

Default: off. When enabled, the seeder controls appear under Helpie > Settings > Tools: Seed sample data fills the helpdesk with realistic example tickets, and Delete seeded data removes exactly what was created (seeded tickets are marked, so cleanup is surgical). Great for training a new agent or demoing to yourself; not something a live store needs switched on.

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Picking Your Combination

There’s no wrong answer, and no combination locks you in — the toggles are cheap to change and the data underneath doesn’t care which surfaces are showing.