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HelpDeck Comprehensive Tenant Guide

Welcome to HelpDeck! This guide provides everything you need to know to manage your dashboard, configure your AI, and integrate HelpDeck into your business workflow. Whether you are a business manager or a technical developer, you will find the relevant information here.

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📖 Table of Contents

  1. Operational Guide
  2. Technical Setup

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🛠 Operational Guide

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Dashboard Overview

The HelpDeck Dashboard is your control center.
  • Workspace Control Center: Access via the “Workspace Settings” tab.
  • AI Brain: Define the core personality and knowledge of your AI.
  • Team: Manage who has access to your workspace.
  • Webhooks: Connect to external automation tools.

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AI Persona Setup

The “AI Brain Persona” is the most critical part of your setup. It defines the personality, knowledge base, and tone of your assistant.
  • System Persona: Provide a detailed description of your brand’s voice, common policies (e.g., shipping, returns), and any specific knowledge the AI should prioritize.
  • Tone Control: You can instruct the AI to be “professional and concise” or “friendly and enthusiastic.”

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Agent Persona Lab (A/B Testing)

The Persona Lab allows you to run experiments by testing different system prompts or LLMs.
  • Create Variants: Add different versions of your persona.
  • Traffic Split: Assign a weight (%) to each variant to split incoming customer traffic.
  • Optimization: Monitor which variant performs better in terms of resolution rate and customer satisfaction.

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Team Management

Collaborate with your colleagues by managing roles:
  • Tenant Admin: Full access to all settings and team management.
  • Tenant Staff: Can view logs and manage basic settings.
  • Tenant Viewer: Read-only access to analytics and logs.

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💻 Technical Setup

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Website Integration (The Widget)

Integrating HelpDeck into your website is a simple “copy-paste” process.
  1. Navigate to Channels -> Web Widget.
  2. Copy the Live Embed Code: 
    <script 
  src="https://cdn.helpdeck.dev/widget.js" 
  data-api-key="YOUR_API_KEY"
  async
></script>
  3. Paste it into the <head> or before the closing </body> tag of your website.

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Webhooks (Automating Workflows)

Webhooks allow HelpDeck to “push” events to your external tools (like Zapier or Make).
  • Setup: Go to Settings -> Webhooks.
  • Events: Subscribe to specific events:
    • chat.escalated: Fires when the AI hands off to a human agent.
    • chat.resolved: Fires when a customer session is closed.
    • chat.reply: Fires when an agent sends a manual reply.
  • Security: Use a Signing Secret to verify that the payloads are coming from HelpDeck.

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Custom Connectors (Real-time Data)

For stores on the Ultra Plan, you can connect your live inventory and order databases.
  • Concept: HelpDeck uses a “Standardized Pull Model.” When the AI needs real-time data, it calls your registered endpoint.
  • Implementation: Provide a secure HTTPS endpoint that accepts JSON and returns the requested data (SKU, Order Status, etc.).
  • Guides: See the Tenant Connector Guide for full technical specs.

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Channel Integrations

Bring your AI to where your customers are.
  • Facebook Messenger: Connect your Facebook Page to automate DM replies.
  • Shopify: (Coming Soon/In Progress) Direct integration for order lookups and inventory sync.

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🆘 Support & Resources

  • Developer API: Link to docs.
  • Email Support: support@helpdeck.dev
  • Knowledge Base: Access via the help icon in your dashboard.