Discord

Once connected, the bot watches the channels you picked. When a member writes there, it opens a private thread under the question, answers inside it, and keeps answering follow-ups there. In the PollyBot console every thread is a conversation with a ticket number, so your team sees Discord next to the website widget and every other channel.

Two ways to connect:

• The PollyBot bot. One click. Discord asks which server to add it to. Nothing to create or copy.
• Your own bot. Your Discord application, your name and avatar. A few steps in Discord's Developer Portal, then paste two values.

Everything about how the agent answers (its knowledge, prompt, model, welcome line, handoff button, lead form, message limits) comes from the agent's own settings in Design Studio and Settings. The Discord page only holds what is Discord-specific: channels, staff roles, threads.

1. In PollyBot, open your agent, then Integrations, then Discord. Stay on the PollyBot bot tab and press Connect with Discord.
2. Discord opens. Pick your server. You need the Manage Server permission there. Leave the permissions ticked as shown; they are the smallest set the bot works with.
3. You land back in PollyBot with the bot connected. The Channels card asks you to pick where it answers. Nothing happens until you do.

The PollyBot bot is shared by every PollyBot customer, so it appears in your member list as PollyBot. If you want your own name and avatar, connect your own bot instead.

1. Open the Discord Developer Portal and press New Application. Name it the way members should see it.
2. Under Bot, press Reset Token and copy the token. Keep it secret; it is a password.
3. Still under Bot, in Privileged Gateway Intents, turn on Message Content Intent. Without it the bot cannot read questions.
4. Under General Information, copy the Application ID.
5. In PollyBot, on the Your own bot tab, paste both and press Check the bot. PollyBot shows the bot's name and the servers it is already in.
6. Not in your server yet? Press the invite link PollyBot shows, add the bot to your server, then Check again.
7. Pick the server and press Connect this server. Then pick channels.

PollyBot stores the token encrypted and never shows it again. To change it later, press Replace the token on the Connected card and paste the new one: same bot, same server, same channels and threads.

On the Channels card, tick the channels where members may ask. The bot is quiet everywhere else, mentions included.

• Text channel ticked: every message from a member gets a private thread and an answer. No need to mention the bot.
• Only when mentioned: a switch per ticked channel for busy channels. Members write @YourBot plus their question.
• Forum channel ticked: every new post gets an answer inside the post. Forum posts are visible to the channel, as Discord designs them.
• Direct messages: on by default. A member can message the bot privately; one conversation per member.

Hiding the bot from other channels. Discord lists a bot in every channel it can see. To keep it out of, say, #off-topic: in Discord, edit that channel or its category, open Permissions, add the bot's role and turn View Channel off. The bot ignored that channel already; this just removes it from the list.

Every conversation lives in a private thread named after its ticket number, for example #P261017-CZJVC. Only the member, the bot and staff who can manage threads can see it. The bot leaves a short pointer in the channel ("I've opened a private thread for you") that disappears after a few minutes.

• The first line in the thread is the agent's welcome message, with its quick questions as buttons, then the member's question.
• A thread archives after a day of silence. If the member writes again, it reopens as the same conversation.
• A member can have a few threads open at once (3 by default, on the Threads card). Staff are not limited.
• Hide the original question removes the member's message from the channel once it is copied into the thread. Needs the Manage Messages permission.

On the Team card, pick the Discord roles that count as staff. Nothing is staff until you say so, and staff get answers too, so the owner can always test the bot.

• A staff member who replies inside someone else's thread takes it over, the same as Take over in the console: the bot stops answering there, the reply is kept as a team reply, and the console shows it.
• /resume-ai hands the thread back to the bot. /resolve closes it. /pause-ai stops the bot without taking over.
• In their own thread, a channel or a DM, staff are ordinary members.

When your agent's Human-in-the-Loop is on, every answer carries a help button with the label from that setting. Pressing it opens a short form built from your agent's lead capture fields (Discord shows five at most). The answers become a lead, your team gets the handoff email, and the conversation moves to human mode, exactly as from the website widget.

• Pick a role to mention on handoff and the bot pings it in the thread, which lets those people in.
• Replies from the console appear in the thread under the agent's name.
• If nobody replies within the auto-return minutes from Human-in-the-Loop, the bot comes back with the notice you set there.

• Every answer costs the same credit as a website reply, from the workspace owner's plan.
• Rate Limiting in your agent's Settings applies per Discord member. Over the limit, the member sees your rate limit message once.
• When credits run out, or the plan no longer includes Discord, the bot posts the same notice the widget shows, once per thread, then stays quiet until credits or the plan return. The Health card says "Answers: Paused" meanwhile.
• Your plan must include Discord, and each Discord connection counts toward your channel connections.

Your channels hold answers your team already gave. The agent can learn from them. This lives in the Training Center, under Discord, and it is separate from the chat connection above: you can learn from any server you manage, whether or not the agent chats there.

1. Open your agent, then Training Center, then Discord, and press Connect a server. Discord asks which server; the bot is added with only View Channels and Read Message History. It never writes from here.
2. If the agent already chats in a server through the PollyBot bot, press Use that server instead and skip Discord.
3. Press Add a channel on the server and pick any channel except voice. Then say what to learn from it. It is read right away and again every week; change that under the channel, the same way as for a link.

What you can choose, per channel.

• Threads (on): the threads under a text channel, answered ones only. A forum is threads by nature, so its answered posts are always what is learned.
• Pinned messages (on): what the team pinned, as one page.
• Channel conversations (off): the message stream itself, cut into conversations wherever there is half an hour of silence. Short exchanges and one-person runs are dropped. This is the noisy one; turn it on when the channel is where real answers happen. Announcement channels always learn their announcements.
• Only when the team answered (on): keep a thread, post or conversation only when a staff member took part. Off: member answers are kept too, marked as not confirmed by the team, so the agent says so.
• Include messages from other bots (off): ticket bots, release bots and the like can carry real answers. The agent's own replies are never learned, whatever you choose.
• How far back (2 years): 6 months, a year, 2 years, or everything. A busy channel stops at the newest 20,000 messages and the row says so.

Who the team is. If the same server is connected for chat and you picked staff roles there, those roles are the team. Otherwise anyone whose role may manage messages, manage threads, moderate members or administer the server.

Citing. Each learned post, pin or conversation keeps its Discord link, so the agent can point members to the source.

Changing your mind. Edit the choices from the channel's row; the channel is read again and pages that no longer qualify are removed. Removing a channel takes everything learned from it out of the knowledge. Disconnecting a server removes all of its channels. The bot stays in the server until you kick it in Discord (Server Settings, Members).

Not read: voice channels, private threads, channels the bot cannot see, and anything older than the window you chose.

Start with the Health card on the Discord page: it says whether the bot is online and which permissions are missing in your chosen channels.

• No answer at all: is the channel ticked? Is "only when mentioned" on? Is the bot switched on? Has a staff member paused the thread?
• "Missing View channels" or similar: give the bot's role those permissions in that channel, or untick it.
• Own bot shows offline: the token was reset in the Developer Portal, or Message Content Intent is off. Paste the new token with Replace the token on the Connected card.
• "Answers: Paused" on the Health card: the workspace is out of message credits, or the plan no longer includes Discord. Members get one notice per thread and the bot stays quiet; answers return on their own once credits or the plan are back.
• Who changed what: the Changes card lists settings saves, the on/off switch, token changes and /answer-here from Discord, with who and when.
• Answers cut short: Discord allows about 2,000 characters a message; long answers arrive in parts.
• The PollyBot bot cannot join a new server: above 100 servers Discord requires the bot to be verified; connect your own bot meanwhile.

PollyBot stores what is needed to run the conversation: the member's Discord id, name and avatar link, the messages in the thread, and the server and channel ids. Bot tokens are stored encrypted. Nothing is posted outside the thread the member is in. Disconnecting keeps past conversations in your console; deleting the agent deletes them. To remove a member's data, delete their conversations from the console.

See the privacy policy for the rest.