Skip to main content

​
Discord

Discord support routes server messages into Woes using the same conversation model as live chat, email, and Slack.

​
What Discord Adds

  • OAuth install flow for a Discord server.
  • Workspace-bound server installation.
  • Channel listing for text, announcement, and forum channels.
  • Inbound message forwarding to Woes.
  • Agent and operator handling from the same Inbox.

​
Setup Flow

1

Open Settings → Channels → Discord

Start the Discord install flow.
2

Authorize the server

Complete the Discord OAuth install and choose the server.
3

Choose channels

Select the Discord channels Woes should listen to.
4

Test a message

Send a message in the selected channel and confirm it appears in Inbox.

​
Discord Conversations

Woes maps Discord messages to conversations using server and channel/thread context. Forum posts and threads can map to the same support conversation where supported.

​
Routing Modes

Configured Discord channels can route in mention mode or all-message mode. Mention mode requires the Woes app to be mentioned before a message is routed. All-message mode routes readable messages in configured channels. Thread and forum child messages follow the configured parent-channel rule.

​
Bot Removed Or Permissions Lost

If the Woes app is removed from the server or loses channel access, channel discovery returns a reinstall state. In Settings, Woes shows a reinvite action and pauses normal channel discovery until the bot is invited again. After reinviting:
  1. Refresh the Discord channel list.
  2. Confirm the selected channels are still enabled.
  3. Send a test message in an enabled channel.
  4. Confirm exactly one conversation appears in Inbox.

​
Delivery Troubleshooting

If a Discord message does not appear in Woes, check:
  • Discord intake is enabled.
  • The Woes app is still installed in the server.
  • The channel is selected and enabled in Woes.
  • The channel mode matches the test message. Mention mode requires mentioning the Woes app; all-message mode routes normal readable messages.
  • The message has usable text content.

​
Production Checklist

Before relying on Discord in production:
  • Confirm the bot is invited to the right server.
  • Select only the channels Woes should ingest.
  • Make sure the bot has permission to read messages, send replies, and read thread/forum activity where needed.
  • Send one test message and confirm exactly one Woes conversation is created.

​
Operator Workflow

Operators handle Discord messages from Inbox just like other channels. They can take over from AI, reply, add notes, tag the conversation, or convert it into an issue.
Discord is a channel, not a separate product tree. Keep routing, tags, issues, notes, and analytics aligned with the shared Woes support model.
Last modified on July 4, 2026