> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Discord Setup for Live Support

> Receive Discord messages in your unified inbox

# 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.

> [!NOTE]
>
> Discord integration requires **Pro** plan or higher.

## Prerequisites

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

## 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

## 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

## Setup Steps

**1. Create Discord Application**

Go to [Discord Developer Portal](https://discord.com/developers/applications) 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:

```
https://your-domain.com/api/discord/webhook
```

## 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

## Best Practices

> [accordion] Create a dedicated #support channel
>
> Keep support conversations organized in their own channel. This separates them from general chat and makes it easier for agents to monitor.

> [accordion] Set up channel permissions
>
> Configure who can use the `/ask` command. You may want to restrict it to specific roles or allow all members.

> [accordion] Use clear channel topics
>
> Set a channel topic explaining that AI responses are available and how to reach a human agent if needed.

> [accordion] Monitor message volume
>
> Discord servers can be very active. Consider creating separate channels for different support topics.

## Limitations

| Feature | Status |
| - | - |
| `/ask` slash command | ✅ Supported |
| AI responses in Discord | ✅ Supported |
| Auto-route to inbox | ❌ Requires Gateway |
| Agent replies to Discord | ✅ Supported via inbox |

## 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

## Next Steps

> [card] [Slack Setup](https://docs.bubblav.com/user-guide/live-support/slack-setup.md)
>
> Connect Slack workspace

> [card] [Messenger Setup](https://docs.bubblav.com/user-guide/integrations/messenger.md)
>
> Connect Facebook Messenger


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