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New conversations show up as a card in your team’s Discord server. Press Reply, type, and the customer gets your answer on whatever channel they wrote in on.
Discord is not a channel your customers use. Nobody messages you on Discord. It is a second place for your team to read and answer the conversations that arrive by email, chat widget, contact form or Telegram.

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What you need

A Discord server you can add a bot to, which means the Manage Server permission on it. Two minutes. Nothing to host and nothing to install. Unlike Telegram, the bot is ours. You are inviting the miniDesk bot into your server rather than creating one of your own, so there is no token to copy and nothing to keep safe.

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Set it up

1

Connect the server

In the dashboard, go to Channels and find the Integrations section below the channels. Press Connect Discord. Only an Owner sees this screen at all.
2

Pick the server and the channel

Discord’s own screen asks for both. Pick the channel your team actually reads. Everything is posted there.
3

Wait for a conversation

The next one to arrive posts a card. Until then the card says No conversations yet, because a message actually landing is the only proof the setup works.

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Linking your account

Optional, and nothing to do up front. Replies go out whether or not you have linked; linking is what signs them with your name instead of your Discord handle. Send one unlinked and the confirmation, which only you see, offers you the link. Or do it in advance from Settings, Profile. It is there rather than beside the server’s settings because each person does it for themselves, and the Channels screen is Owner-only.

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What a conversation looks like

A card in the channel, with the customer’s name, what they wrote, and the conversation number. Under it, a thread: every later message on that conversation lands there, both the customer’s and your team’s, so the thread reads like the conversation does. Press Reply and Discord opens a box. What you type goes to the customer. Open in miniDesk takes you to the full conversation if you need the history, the customer’s details or an attachment.

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Who can answer

Anyone who can see that Discord channel can answer your customers. Access to the channel is the whole of the permission, so connect a channel your team controls, not one guests or the public can read. Linking is about attribution, not access. A linked reply is authored by that member and shows their name everywhere in miniDesk. An unlinked one still sends, recorded under whatever their Discord account is called, pointing at no member: a Discord handle is chosen by its owner and we have not checked it against anything. If you would rather that were a permission, keep the channel private and manage it with Discord’s own roles. That is the control, and it lives on Discord’s side.

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Turning it off

The switch on the Integrations card stops cards being posted and stops replies being accepted, keeping the connection so you can switch it back on. Disconnect removes it entirely. Cards already in your Discord channel stay where they are, because they are your server’s history and not ours to delete. Their buttons stop working and say so. Conversations are untouched either way. They are in your inbox, exactly as they were.

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Limits worth knowing

  • One Discord server per workspace. A server cannot be shared between two workspaces: a button press only tells us which server it came from, so a shared one would be ambiguous. Two workspaces need two servers.
  • No attachments from Discord. The reply box cannot carry files. Send those from the dashboard.
  • 4000 characters per reply, which is Discord’s limit on the box.
  • Resolving and assigning are not on the card yet. Use Open in miniDesk.

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If nothing is posting

Nothing has arrived since you connected. Send yourself a test conversation on any channel and watch the Discord channel.
Check the bot is still in the server. If it was removed, miniDesk switches the integration off rather than retrying forever, so the switch on the settings card will be off. Add the bot back and switch it on.
That Discord account is linked to a different miniDesk user. Unlink it there first. One Discord account belongs to one person.