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Discord Setup

Connect your Discord server to receive customer messages in Live Support. Messages from connected channels appear in your unified inbox alongside website widget and other platform conversations.
Discord integration requires Pro plan or higher.

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Prerequisites

  • Discord server with admin permissions
  • BubblaV Pro plan or higher
  • Ability to create bot applications in Discord Developer Portal

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How It Works

When customers message in connected Discord channels:
  1. Message appears in Live Support inbox with Discord badge
  2. Agent replies from dashboard
  3. Reply is posted to Discord channel

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Architecture Notes

Important: Discord omni-channel support uses Discord’s Interactions Endpoint (HTTP webhooks) rather than Gateway websocket.
  • Supported: /ask slash command for AI responses
  • Not supported: Automatic message routing to inbox (requires Gateway websocket)
For full bi-directional messaging in Discord, users should:
  1. Use the /ask command to get AI responses
  2. Start conversations via other channels (Widget, Messenger) for agent handoff

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Setup Steps

1

Create Discord Application

Go to Discord Developer Portal and create a new application.
2

Create Bot User

In the Bot section, click “Add Bot” and confirm. Save the bot token.
3

Configure OAuth2 Scopes

In OAuth2 > URL Generator, select:
  • bot scope
  • Permissions: Send Messages, Embed Links
4

Authorize Bot

Use the generated URL to add the bot to your server.
5

Connect in BubblaV

Go to Dashboard > Integrations > Discord and click “Add Server”.
6

Configure Interactions Endpoint

In Discord Developer Portal, under “Interactions Endpoint URL”, enter:

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Bot Permissions

Required Discord permissions:
  • Send Messages - Post responses
  • Embed Links - Rich formatted responses
  • Read Message History - Access conversation context
  • Use Slash Commands - Execute /ask command

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Best Practices

Keep support conversations organized in their own channel. This separates them from general chat and makes it easier for agents to monitor.
Configure who can use the /ask command. You may want to restrict it to specific roles or allow all members.
Set a channel topic explaining that AI responses are available and how to reach a human agent if needed.
Discord servers can be very active. Consider creating separate channels for different support topics.

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Limitations

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Troubleshooting

Bot not responding to commands:
  • Verify bot token is correct in integration settings
  • Check bot has permission to read/send in the channel
  • Ensure Interactions Endpoint URL is configured
Messages not appearing in inbox:
  • Discord requires Gateway websocket for MESSAGE_CREATE events
  • Use /ask command for AI responses instead
  • Direct users to website widget for guaranteed agent handoff

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Next Steps

Slack Setup

Connect Slack workspace

Messenger Setup

Connect Facebook Messenger