Connect your Discord server

Connect your Discord server, and the questions people ask in the channels you pick come into your Deskwoot inbox. Each Discord thread is one conversation. Your team answers in Deskwoot, on the web or in the app, and every answer shows up in the same thread under the teammate's name. Fynn can answer first and hand over to your team.

Discord is on every plan. Each server is its own inbox, and you can connect as many servers as your plan has inboxes. You need the permission to manage inboxes in Deskwoot (administrators have it), and in Discord the permission to manage the server you connect.

Connect a server

1. Go to Settings > Inboxes, click Add Inbox and choose Discord.
2. Click Connect a Discord server. Discord's own page opens: pick your server and allow the Deskwoot bot. Deskwoot never sees your Discord password.
3. Back in Deskwoot, the inbox opens on its Discord server tab with Pick channels. Tick the text channels and forums whose questions should come in, then add them.

The bot gets only what it needs: it can see and write in channels, add files, read the channel's history, open threads and manage webhooks. It never gets administrator rights, and it cannot delete or edit anyone's messages.

A private channel shows up in the list once the Deskwoot role may view it. In Discord, open the channel's settings, Permissions, and give the Deskwoot role View Channel.

How questions become conversations

• A post in a forum is one conversation of the person who wrote it.
• A new message in a text channel: the bot opens a thread from it, and the conversation lives in that thread. When the same person writes again within 2 minutes, that joins the same conversation, so "hi" and then the real question stay together.
• A thread someone opens in a connected text channel is one conversation of the person who opened it.

Everything written in such a thread goes into its conversation. When someone else writes in the thread, their line shows their own name, and they get a contact of their own. When a resolved conversation gets a new line, it opens again inside your inbox's reopen window; after that, a new conversation starts in the same thread.

Deskwoot never reads direct messages, channels you did not connect, or messages from before the connect. An old thread becomes a conversation once someone writes in it. Edits and deletions in Discord do not change what Deskwoot stored.

Replying from Deskwoot

• Your reply goes into the conversation's thread under your name. Fynn's replies carry his name and the picture you set for him under Settings > Bots.
• Bold, italic, links, lists, quotes and code keep their formatting in Discord.
• Discord takes up to 2000 characters per message. The composer counts down while you type.
• You can send files of up to 20 MB each, up to 10 in one message. Files people post in the thread come into the conversation too.
• A reply never pings everyone or a role in the server. The people in the thread get Discord's usual notice.

Assign, label, add notes, use macros and rules, resolve and create a ticket as in every inbox.

Start a conversation from Deskwoot

Click Compose new message, choose the person and pick the Discord inbox under Via. This works for a person who already wrote in that server. Pick the channel under In and give the thread a title. Deskwoot opens a thread in a text channel, or a post in a forum, and mentions the person, so Discord tells them and nobody else.

Private threads

Some questions need personal details, like an order number or an address. Those can move into a private thread in the same channel, which only the person, your team and the server's moderators can see.

• In Discord: right click the message, then Apps > Deskwoot > Ask privately. The person who wrote the message or a moderator can do this. Only they see Deskwoot's answer with the link to the private thread.
• In Deskwoot: Move to private thread in the conversation's menu.

The conversation moves along, and the public thread gets a short line that it continues privately. Forums do not allow private threads, so a forum post stays where it is.

Fynn in Discord

Fynn answers in Discord when Fynn is switched on under Bot Configuration for the inbox. Fynn needs a paid plan, starting with Startup; a 7 day trial includes him too. On the Discord server tab, each channel has its own choice under Fynn answers:

• In every new thread: Fynn answers the person who opened a thread until someone else writes in it, so a helpful community member is never talked over.
• Only when mentioned: Fynn answers when someone mentions the Deskwoot bot or replies to one of his messages.
• Off: Fynn stays out of this channel.

In both first cases anyone can mention the Deskwoot bot or reply to Fynn to ask him something. Once a teammate answers from Deskwoot, Fynn stops in that conversation, as in every inbox.

Fynn answers general questions from your knowledge. He never shares account or order details in Discord, because a thread can be read by other people and a Discord account carries no email address to check who someone is. When someone asks about their own order or account, Fynn moves the conversation into a private thread with that person and hands it to your team there. In a forum post he hands over in place and asks the person not to post personal details there.

Status updates in Discord

With Tell people in Discord when the status changes switched on (it starts on), the Deskwoot bot writes a short line into the thread when the conversation is resolved, and when it opens again. Switch it off on the Discord server tab if your team prefers to say it in its own words.

When the connection needs you

• Disconnected with a note that the bot was removed: someone removed the Deskwoot bot from the server in Discord. Click Connect again. Earlier conversations stay.
• A channel was deleted in Discord: the tab names it. Its conversations stay; add another channel or dismiss the notice.
• A channel cannot be added because it already has 15 webhooks, the most Discord allows: delete one in Discord under the channel's settings, Integrations, Webhooks, then add the channel again.
• A reply fails with The thread is locked in Discord: a moderator locked the thread. Unlock it in Discord or start a new conversation.

Remove a channel or disconnect the server

Remove next to a channel stops new messages from it; its conversations stay. Disconnect on the Discord server tab removes the Deskwoot bot from the server and deletes its webhooks; all conversations stay in Deskwoot, and you can connect the server again later.

Frequently asked questions

Which plan do I need?

Discord is on every plan, the free Hacker plan too. Each server is one inbox, so the number of servers follows your plan's number of inboxes. Fynn answers in Discord on every paid plan, starting with Startup, and a 7 day trial includes that.

Can I connect more than one server?

Yes. Each server becomes its own inbox, and each one connects the same way. A server can belong to only one Deskwoot workspace.

Does Deskwoot read direct messages or other channels?

No. Deskwoot gets only the messages of the channels you connected and of their threads. The bot never sends anyone a direct message, and Discord gives Deskwoot no email addresses.

Who can see a private thread?

The person it was opened for, your team in Deskwoot, and the server's moderators who may manage threads. The first line of the thread says so.

Is message content used to train AI?

No. When Fynn answers, the text of a message goes to our AI provider only to write the answer, and it is never used to train AI models.