Get notified of new conversations

Each visitor conversation opens a thread in your Discord server. With /notifications, you choose a role or a member to ping when that happens. Every new conversation then:

1. is announced in its channel with a mention, the visitor's name, the ticket number and the website they're on,
2. opens its thread right under that message, so one click takes you to the conversation,
3. sends a Discord notification to the people mentioned, on desktop and on their phone.

You need the Manage Server permission in your Discord server. Deskcord must already be installed, with a destination channel set (see /set-destination-channel).

Working alone? Ping yourself: skip to step 2 and pick your own name.

Working as a team? Ping a role, so everyone who answers visitors is notified and you can add or remove people without touching Deskcord. If you don't have one yet, create it:

1. Open Server Settings → Roles and click Create Role.
2. Name it, for instance Support.
3. In the role's Display tab, turn on Allow anyone to @mention this role. Without it, Deskcord can't ping the role unless you give the bot the "Mention @everyone, @here, and All Roles" permission.
4. In the Manage Members tab, add your teammates.

In any channel of your server, type:

/notifications who:@Support

Pick the role, or a member, from the list Discord shows when you type who:. The reply is visible only to you and confirms that notifications are on.

Run /notifications without options at any time. It shows whether notifications are on and who gets pinged, and warns you when something will stop the ping from reaching people:

• the role or member can't see one of the channels conversations open in,
• the role isn't mentionable and the bot doesn't have the permission to mention all roles,
• the role was deleted, or the member left the server.

Then open the chat widget on your website and send a test message. The announcement should appear in your channel within a second.

When a visitor sends their first message, Deskcord posts this in the conversation's channel:

@Support New conversation #0012 from Jane on shop.example.com

• #0012 is the ticket number, also in the thread name and in /customer-info.
• Jane is the name the visitor entered, or the name your website passed with identify().
• shop.example.com is the website the chat was opened on. It's left out when Deskcord can't tell.

The conversation's thread hangs under that message. Click it to open the conversation: the first message in the thread is the usual summary (name, email, ticket number), followed by the visitor's message. Reply there as usual.

The ping covers the start of a conversation. For the messages that follow, Deskcord relies on how Discord threads work: Discord notifies the members of a thread of every new message in it, and you become a member when you reply.

So once a teammate answers, the visitor's next messages notify them, without anything to set up. Until someone replies:

• the announcement and its thread stay at the bottom of the channel,
• the thread shows a new-message badge when the visitor adds something,
• anyone can open the thread, click … in its header and choose Join Thread to be notified without replying yet.

To stop following a conversation someone else took over, use Leave Thread in the same menu. When the conversation is resolved with /resolve-conversation, the thread is locked and stops notifying anyone.

On Pro, each website can open its conversations in its own channel (/set-allowed-domains). The announcement is posted in the channel the conversation opens in, so your team sees it next to the website's other conversations.

The same role or member is pinged for every website. To split who handles which website, give each website's channel its own permissions: a member who can't see a channel isn't notified of the conversations opening there, even if they have the role.

• Ping someone else: /notifications who:@NewRole. Only one role or member can be pinged: use a role to notify several people.
• Pause the pings: /notifications enabled:false. Nobody is pinged for new conversations, and Deskcord remembers who to ping.
• Turn them back on: /notifications enabled:true.
• Check the current setup: /notifications.

Changes apply to conversations that start afterwards. Open conversations keep their thread.

/notifications [who] [enabled]

Both options are optional. Without any, the command shows the current setup. Only members with the Manage Server permission can use it.

The announcement is a regular Discord mention, so it reaches you wherever Discord does. On your phone:

1. Install the Discord app and log in.
2. Allow Discord to send notifications in your phone's settings.
3. In Discord, open your server's Notification Settings and make sure Suppress All Role @mentions is off if you're pinged through a role. Mentions still come through when the server is muted.

Tap the notification to open the channel, then the thread, and reply from the app.