Discord

Whether you run a private server or a public community for feedback, Plain's Discord integration allows you to easily manage Discord conversations in a unified support queue.

Getting started

1. Accessing the Discord integration:
   Go to your Plain workspace and navigate to Settings → Channels → Discord.

2. Click Connect to Discord.

3. Choose the server you’d like to integrate with Plain.

4. Complete the Discord authorization process.

5. Once authorized, confirm that the Plain bot is now active and online in your Discord server.

6. You'll need to add the Plain bot to every forum that you want support coverage in.

7. Within the Discord integration page in Plain, you’ll see the option to “Connect your profile.”
   This enables team members to reply to Discord threads directly from Plain.

How it works:

• Thread ingestion:
  You can configure which channels to ingest first from the Discord settings page in Plain.
  All channels will be off by default, and you can toggle on the ones you'd like to ingest support requests from.
  Threads from forums will be ingested, threads from text channels or other areas (like private threads) will not be imported.

• Responding to threads:
  You can reply to Discord threads directly from Plain.
  Responses will appear in the associated Discord thread under the Plain bot, keeping the communication loop connected. You can always open the Discord thread from Plain to see extra context like labels.

Reporting for Discord

Discord threads are included in your workspace’s Reporting section.

Metrics include total volume, time to first response, time to close, and team performance, filtered by Discord as a channel. This helps track support trends and performance across your server. Check out the reporting articles for more insights.

Auto-responders for Discord

Auto-responders can be configured to reply automatically to Discord threads based on conditions like time of day, channel, or message content.

These are useful for setting expectations, sharing operating hours, or providing triage instructions.

To create one, go to Settings → Auto-responders, select “Discord” as the channel, and define your message and criteria.

Webhooks for Discord

Webhooks support Discord events, enabling advanced workflows and integrations.
Subscribe to events like thread.created, message.received, or thread.closed to trigger actions in your systems.

Common use cases:

• Routing threads to specific teammates

• Auto-labeling based on message content

• Triggering incidents from high-priority messages

• Syncing support metrics with internal dashboards

Webhooks are managed in Settings → Webhooks. Full Webhook docs are available here for review.

CSAT for Discord

You can natively send CSAT surveys to customers who have submitted a request through Discord. Check out our CSAT article for more information.

Known limitations

Some features are currently scoped:

• Support for showing and sending mentions and reactions in Plain

• Displaying avatars from Discord as the customer avatar in Plain

• Verifying and connecting Discord users to existing Plain customers via their email addresses