Settings
Mode, kill switch, routing posture per category, prompt + model versions, and integration mapping.
Auto-send kill switch
Emergency stop on top of the per-category routing rules. When OFF, every reply degrades to a draft regardless of category posture, confidence, or safety result. The safety gate, decision engine, and Zoho action service each independently respect it.
Zoho Desk environment
Pick which Zoho org Helix talks to. Both credential sets are configured in env vars, this toggle decides which one is active right now. Switching is instant, no redeploy. Webhooks are validated against the active environment's secret, the inactive one's webhooks are rejected.
First-touch acknowledgement
Sends a friendly acknowledgement on every new ticket. Picks one of three KB templates (cancellation, general inquiry, returns) using the AI classifier. Sensitive categories (legal, chargeback, medical, etc.) are bypassed and go straight to a human. Independent of the auto-send kill switch. Disabled by default until CS lead approves the wording in the KB.
Routing rules
Per-category routing posture and minimum confidence for auto-send.
| Category | Posture | Min confidence | Active |
|---|---|---|---|
| address_change | DRAFT | 0.80 | active |
| billing_issue | HUMAN | 1.00 | active |
| cancellation | DRAFT | 0.85 | active |
| chargeback_threat | HUMAN | 1.00 | active |
| complaint | DRAFT | 0.80 | active |
| device_assistance | DRAFT | 0.80 | active |
| duplicate_order | HUMAN | 1.00 | active |
| escalation | HUMAN | 1.00 | active |
| fraud_claim | HUMAN | 1.00 | active |
| general_inquiry | AUTO | 0.80 | active |
| legal_threat | HUMAN | 1.00 | active |
| medical_concern | HUMAN | 1.00 | active |
| order_status | AUTO | 0.85 | active |
| out_of_scope | AUTO | 0.80 | active |
| refund_exception | HUMAN | 1.00 | active |
| refund_status | AUTO | 0.85 | active |
| return_request | DRAFT | 0.80 | active |
| spam | HUMAN | 1.00 | active |
| vip_retention | HUMAN | 1.00 | active |
| warranty_claim | DRAFT | 0.80 | active |
Prompt versions
Active versions are used by the live pipeline.
| Name | Version | Active |
|---|---|---|
| classifier_v1 | 1.0.0 | active |
| generator_v1 | 1.0.0 | active |
| safety_check_v1 | 1.0.0 | active |
Models
Provider + model used per role.
| Role | Provider | Model | Active |
|---|---|---|---|
| classifier | anthropic | claude-sonnet-4-6 | active |
| classifier | openai | gpt-4.1 | — |
| embeddings | openai | text-embedding-3-large | active |
| generator | anthropic | claude-opus-4-7 | — |
| generator | openai | gpt-4.1 | — |
| generator | anthropic | claude-sonnet-4-6 | active |
| safety | anthropic | claude-sonnet-4-6 | active |
| safety | openai | gpt-4.1 | — |
Integrations
Real when credentials are configured, mock otherwise. No mode flag — credential presence is the switch.
- realZoho Desk (sandbox)ZOHO_DESK_SANDBOX_BASE_URL · ZOHO_DESK_SANDBOX_CLIENT_ID · ZOHO_DESK_SANDBOX_REFRESH_TOKEN · ZOHO_DESK_SANDBOX_ORG_ID
- realCheckoutChampCHECKOUTCHAMP_PROXY_BASE_URL · CHECKOUTCHAMP_PROXY_API_KEY
- realShopifySHOPIFY_STORE_DOMAIN · SHOPIFY_ADMIN_TOKEN
- realParcel PanelPARCEL_PANEL_BASE_URL · PARCEL_PANEL_API_KEY
- anthropicLLMANTHROPIC_API_KEY · AI_SERVICE_URL
Category definitions
Required context per category. Drives the safety gate.
| Slug | Label | Default posture | Customer ctx | Order ctx | KB lookup |
|---|---|---|---|---|---|
| address_change | Address change | DRAFT | yes | yes | — |
| billing_issue | Billing / payment issue | HUMAN | yes | yes | — |
| cancellation | Cancellation request | DRAFT | yes | yes | yes |
| chargeback_threat | Chargeback threat | HUMAN | yes | yes | — |
| complaint | Complaint (non-escalation) | DRAFT | yes | yes | — |
| device_assistance | Device assistance | DRAFT | — | yes | yes |
| duplicate_order | Duplicate order concern | HUMAN | yes | yes | — |
| escalation | Escalation request | HUMAN | yes | — | — |
| fraud_claim | Fraud / suspicious order | HUMAN | yes | yes | — |
| general_inquiry | General inquiry | AUTO | — | — | yes |
| legal_threat | Legal threat | HUMAN | yes | yes | — |
| medical_concern | Medical / safety concern | HUMAN | yes | yes | — |
| order_status | Order status / tracking | AUTO | yes | yes | — |
| out_of_scope | Out of scope / wrong company | AUTO | — | — | — |
| refund_exception | Refund exception | HUMAN | yes | yes | — |
| refund_status | Refund status | AUTO | yes | yes | — |
| return_request | Return request | DRAFT | yes | yes | yes |
| spam | Spam / promotional | HUMAN | — | — | — |
| vip_retention | VIP / retention | HUMAN | yes | yes | — |
| warranty_claim | Warranty claim | DRAFT | yes | yes | yes |