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Overview Banner The Overview tab is the main place to configure Helply’s core routing and automation for a server. This is where you decide where Helply should listen, which roles count as staff, how quickly it should reply, and where logs should be sent.
Start here before moving into more specialized tabs like Context, Actions, Forums, and Permissions.

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What you can configure

Ticket destinations

Choose which categories Helply should monitor for support activity.

Support team roles

Define which roles count as staff, so Helply knows when humans are involved.

Support team handoff

Pause Helply when a support team member joins the conversation.

Server information

Give Helply background on your server, product, or community.

Response delay

Control how long Helply waits before replying.

Respond on ticket opening

Let Helply reply to the very first ticket-opening message.

Log channel

Send logs, summaries, and automation events to a chosen channel.

Bot customization

Customize how Helply appears in your server.

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Settings reference

Ticket destinations

Choose the ticket channels or categories where Helply should listen for new tickets.Once selected, Helply watches those destinations for support activity and responds based on the rest of your configuration.
Choose the roles that count as your support team.Messages from these roles do not trigger Helply responses. This helps Helply stay out of the way when human staff are already handling the conversation.
Enable Support team handoff if you want Helply to pause automatically when a support team member speaks.This creates a smoother handoff from AI to human support and prevents Helply from continuing to reply after staff step in.
Add a short summary of your server so Helply has better context when responding.This is a simple way to give Helply background on your community, product, or support environment.
If Helply has trouble understanding your server or its purpose, adding server information can make a meaningful difference.
Set how long Helply waits before replying.This gives human staff a chance to answer first and lets you control how proactive or reserved Helply feels in support channels.
Choose whether Helply should respond to the initial ticket-opening message.When enabled, Helply can reply as soon as a ticket is created, before the user sends a follow-up message.
Choose the channel where Helply sends logs, summaries, and automation events.This gives your team a central place to monitor what Helply is doing across your server.
Customize how Helply appears in your server.
Uploaded images for bot customization must be under 1 MB.
Bot customization is available on the Pro plan only.
1

Choose where Helply should listen

Set your ticket destinations first so Helply knows which channels or categories it should monitor.
2

Define your staff roles

Add your support team roles and decide whether support team handoff should be enabled.
3

Add server context

Fill in server information so Helply has the background it needs to respond more accurately.
4

Tune reply behavior

Adjust response delay and decide whether Helply should answer the opening ticket message.
5

Set up logging

Choose a log channel so your team can monitor automation, summaries, and support events.

Forums

Configure forum-specific routing and thread status flows.

Context

Connect docs, notes, and other knowledge sources.

Actions

Manage ticket workflow behavior and automation actions.

Permissions

Control command access and role-based permissions.