Goal
Connect a Discord workspace and let an AI agent monitor and respond to product questions in selected channels.Before you start
- You should have a published AI agent ready for support use.
- Decide which channels are safe for AI-assisted replies.
- Decide whether the agent should be conservative or proactive.
Step 1: connect the workspace
In the Discord integration area:- install or connect the Discord app
- create the workspace binding
- confirm the workspace shows as active before continuing
Step 2: bind the channels
For each support channel:- add a channel binding
- choose whether listening is enabled
- choose whether replies are enabled
- decide whether channel history should be backfilled
Step 3: assign the agent
Attach a support-ready AI agent to the workspace binding so replies use the right prompt, tools, and escalation behavior.Step 4: choose the reply mode
Use a narrower mode first:mention or questionfor safer rollouts- broader reply behavior only after you trust the agent in that channel
Step 5: seed and review examples
Use examples to:- keep tone aligned with your support style
- reinforce good answers to recurring questions
- review whether the agent should answer, escalate, or stay silent
Example workflow
- a user asks a product question in a support channel
- the AI agent reads the question in Discord
- the agent answers using its configured knowledge and support instructions
- if the case is ambiguous or sensitive, the flow escalates to a human instead of over-answering
What good looks like
- replies are accurate and consistent
- the agent only speaks in the channels you explicitly enabled
- examples improve quality over time instead of being ignored
Troubleshooting
- If replies are too broad, tighten the reply mode.
- If the agent misses context, add examples or connect more product knowledge.
- If a channel is too noisy, start with observe-only behavior before enabling replies.