Discord

The Discord channel puts Aiva inside your community's server. You add our bot with one click, choose where it should answer, and Aiva handles support inside your tickets. Conversations appear in your dashboard inbox like any other, and a teammate can take over at any time.

It is the same agent that powers your website widget, not a separate product. Aiva answers from your knowledge base, uses your tools, respects the identity gate for personal data, and escalates to your team. The conversation is persisted and shows up in your inbox with a Discord marker.

Availability

Discord is a paid support channel.

• Pro connects one server and answers inside tickets.
• Unlimited connects up to five servers and adds mention answers and the /aiva ask command.
• The Free plan cannot connect the Discord bot.

1. Connect your server

In the dashboard, open Channels → Discord and click Add to Discord server. Discord asks you to pick a server and approve the bot's permissions. Approve, and you land back on the setup page with the server connected.

You need the Manage Server permission in the Discord server to add a bot.

2. Choose where Aiva answers

Aiva answers only where you set it up. On a connected server, add one or more of these:

• Ticket category (Pro and Unlimited). Aiva answers inside every ticket opened under a category. This is the main mode if you run a ticket bot (Ticket Tool, Tickets, and similar).
• Mention (Unlimited). Aiva answers when someone @mentions Aiva in a channel, replying in a thread so the channel stays tidy.

Pick the type, then the channel or category from the list. For a ticket category, you can also paste your ticket bot's user ID so Aiva greets each new ticket.

3. Give Aiva access to your tickets

Ticket channels are private by default, so the bot has to be allowed in. Either give the Aiva bot role access to your ticket category, or add its role to your ticket bot's support roles. Until you do, Aiva can't read or reply inside tickets. The setup page reminds you of this once you add a ticket category.

4. Set your support staff roles

Add the roles your human team uses. Two things follow:

• When someone with a staff role replies in a conversation, Aiva steps back and stays quiet, so your team and the bot never talk over each other.
• Staff can run /aiva resume to hand a conversation back to Aiva, or /aiva stop to keep it quiet.

How your customers use it

• In a ticket, the customer describes their problem and Aiva answers. If it can't help or the customer asks for a person, it pings your staff role and a teammate takes over.
• When Aiva is mentioned in a channel (Unlimited), the customer @mentions it with their question and Aiva replies in a thread.
• On Unlimited, a customer can run /aiva ask <question> to get a private answer only they can see. Asking for a person in the conversation itself works anywhere Aiva is active: Aiva hands over and pings your staff role.

Answers that involve personal account details (an order lookup, for example) are only ever delivered privately, never posted where the whole server can see them.

Taking over from the dashboard

Every Discord conversation is in your inbox with a Discord marker. Open it and reply, and your message posts back into the Discord channel or thread under your name. Replying from the dashboard hands the conversation to you the same way replying in Discord does.

Inbox mirror

On the Unlimited plan, you can mirror your website conversations into your own Discord server. When the mirror is on, each new conversation opens a private thread in a text channel you choose, and every message from the visitor, from Aiva, and from your team is posted into that thread as it happens. Your team can follow and handle support from Discord without opening the dashboard.

The thread carries the same timeline the dashboard shows, not only the chat: when Aiva hands a conversation to a human, the thread gets a card naming the reason and the next step, and pings your support role. Internal notes your team writes appear there too. Once a conversation has a topic, the thread is renamed to match it.

Turn it on under Channels → Discord on a connected server: enable the mirror, pick the text channel the threads open under, and choose whether to post a short visitor summary (location, current page, and contact identity when known) when a thread opens.

Handling a conversation from the thread

Each thread opens with a control post carrying what you can do to the conversation: claim it or unassign it, resolve or reopen it, mark it urgent, stop Aiva or hand it back, write an internal note, assign it to a teammate, set tags, and open it in the dashboard. The same controls ride every escalation card, so the teammate a handoff pulls in can act where they land. The controls are always there; the visitor summary above them is the setting you chose.

What you type in a mirror thread goes to the customer, under your name, exactly like a reply typed in the dashboard. For a message only your team sees, use the Internal note control. The first time you send from a thread, Aiva asks you to confirm once, and never again after that.

To send from Discord, a teammate first links their Discord account: Account → Profile → Connected accounts in the dashboard, or sign in with Discord. Until then nothing they type in a thread reaches the customer, and Aiva says so in the thread.

A small glyph appears on your own message once Aiva has handled it: a grey tick when it reached the customer, and an amber mark when it did not, because you are not linked, your role cannot reply to customers, or Aiva could not read the message.

Mirrored transcripts live in your own Discord server and are your record. Routine cleanup of old conversations in Assistify leaves the thread in place. When a visitor exercises their right to erasure, the mirror thread holding their transcript is deleted from Discord as well, so the erasure reaches the transcript wherever it lives.

Conversations and your plan

A Discord ticket is a support conversation like any other. When a customer opens a ticket and Aiva engages, it appears in your inbox and counts toward your plan's monthly conversation limit, exactly the same as a conversation that starts from your website widget. On Pro, tickets past your monthly conversation limit are billed at the same per-conversation rate as your other conversations.

Removing the bot

Disconnect from Channels → Discord (the bot leaves your server) or remove it from Discord's own server settings. Your setup is kept, so reconnecting later restores it.