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Discord

Last updated March 11, 2025

Integrate Discord as a channel

Overview

Discord integration in Atlas allows you to manage customer conversations directly from your Discord server, streamlining your support process and meeting customers where they are.

Here's a quick rundown of what you can do with Discord in Atlas:

Accessing Discord configuration

To set up Discord, navigate to “ App Configuration > Channels > Discord ” in your Atlas dashboard.

Connecting to Discord

To integrate Discord with Atlas, you'll need to:

  1. Select your Discord workspace
  2. Choose which channels to monitor
  3. Set up automatic and manual ticket creation

Workspace selection

Select the Discord server you want to integrate with Atlas. In this example, it's "Rahul Asati's server".

Channel configuration

Automatic channels

Specify which Discord channels should be monitored for automatic ticket creation. Messages in these channels will automatically generate new tickets in Atlas.

Manual channels

Choose Discord channels where agents on your team can manually convert a user message into a ticket. This allows for more controlled ticket creation.

Ticket management

Auto-delete ticket channels

You can set Atlas to automatically delete ticket channels in Discord after they've been closed for a specified period. This helps keep your Discord server organized.

Forum integration

Forum channel

Designate a specific Discord forum channel to serve as your main support channel. This centralizes your support queries in one organized location. Any new post in the forum channel will be turned into a ticket and messages on the forum post will show up as messages in the ticket (and vice versa). Closing the ticket will mark the post in the forum channel as closed.

Saving your configuration

After setting up your preferences, click the "Save" button to apply your Discord integration settings.

Disconnecting Discord

If you need to remove the Discord integration, you can do so in the "Danger Zone" section. Be aware that disconnecting will completely remove the integration with Atlas.

Discord in Atlas inbox

Once integrated, Discord conversations will appear in your Atlas inbox alongside other channels. This allows your support team to manage all customer interactions from a single platform.

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