Modules and plan features

There are no feature switches in a project's own settings. The owner sees only what all three levels allow.

1. Platform modules and channels

The Platform settings page has two blocks of switches. Whatever is off is unavailable to every project, whatever its plan: the sections disappear from menus and requests to them are refused.

• Modules: AI assistant, Billing, Knowledge base, Macros, Departments.
• Channels: Web widget, Telegram, Email, REST API. A channel that's off can't be connected, and incoming messages through it are refused in every project. VK, WhatsApp and BILLmanager have no platform switch — plans control them.

2. Plan features

In the Plans block, each plan has limits, channels and features. The product currently enforces:

• Operators and Tickets a month (0 means no limit);
• Channels — a channel that isn't in the plan can't be connected; with nothing ticked, every channel is available;
• AI suggestions — the suggested reply for operators;
• Broadcasts — project broadcasts; Announcement broadcasts — sending announcements to customers on Telegram and VK;
• Custom branding — the “Sent via SupportHub” line can be removed from emails and the widget;
• Knowledge base — without it the Knowledge base section is closed, and customers don't see it anywhere: the widget has no Help tab, the bot has no knowledge base button, /faq command or article suggestions, and the AI doesn't use articles;
• Departments — without them departments can't be created, changed or deleted, operators can't be added to them, requests aren't routed or transferred to departments, and every operator sees every request. Departments created earlier are kept and work again after moving to a plan that has them;
• Macros — without them macros can't be created, changed or applied;
• SLA policies — without them the project has no SLA: no timers and no breach alerts, and the SLA targets can't be changed. Auto-closing requests works on any plan;
• Analytics export — the downloads on the Analytics page: requests and contacts as CSV and XLSX, all chats as CSV and JSONL. One customer's conversations can be exported from their card on any plan, and email reports arrive on any plan too;
• AI auto-replies — without them the AI doesn't answer customers on its own, neither in a request nor in the bot before a request is created, and those switches can't be turned on. Suggestions for operators are a separate feature, AI suggestions.

Whatever the plan doesn't include is marked in the project's interface with a lock and an offer to change the plan. The API answers such a request with 403 and the PLAN_FEATURE_UNAVAILABLE error, with the feature in detail.feature. Priority support and Dedicated manager are service terms, not product features.

3. Project settings

In the project card (“Admin panel → Customers → Workspaces”) the platform admin changes the plan and its term, grants a trial, allows buying Enterprise and sets its price, and gives an Enterprise project its own operator and ticket limits. The project can also be blocked there. See Payments & billing for plans.

On the Plan and billing tab of the same card, in the Features beyond the plan block, the platform admin can give the project a feature from the list above that its plan doesn't include, or turn off one it does. Each feature has three positions: From the plan, On and Off. The choice works on any plan, stays when the plan changes and is written to the audit log. The project can't do this itself.

Enterprise mode

An install for a single company runs in Enterprise mode, set with the ENTERPRISE_MODE environment variable. In this mode:

• no project has plan limits, and every feature and channel is available;
• new-project moderation and promo codes are off;
• Plan & billing is hidden from project settings, and so are the sales sections of the admin panel: Workspaces, Moderation, Payments, Expenses, Promo codes, Broadcasts and Announcements.