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. 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 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.

Known limitations

Some features are currently in development:

• Support for showing and sending mentions and reactions in Plain

• Rounding out Discord across the product, including:

  • Reporting

  • Auto-responders

• Displaying avatars from Discord as the customer avatar in Plain

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

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.