Documentation

SupportBot is an intelligent Discord bot management platform that provides AI-powered customer support, automated moderation, and comprehensive server management tools.

Key Features

• AI-Powered Responses: Intelligent message processing with context-aware replies
• Channel Monitoring: Flexible rules for monitoring specific channels or patterns
• Human Escalation: Smart escalation to staff when AI can't help
• Staff Messaging: Direct message notifications to selected staff members
• Documentation Integration: Upload and compress documentation for AI context
• Usage Analytics: Detailed insights into bot performance and usage
• Member Management: Advanced moderation tools with permission checks

1. Login with Discord

Click "Log in with Discord" to authenticate with your Discord account. You'll need admin permissions on the servers you want to manage.

2. Add the Bot to Your Server

Navigate to your dashboard and select a server. If the bot isn't added yet, you'll see instructions to invite it with the proper permissions.

3. Configure Channel Monitoring

Set up which channels the bot should monitor:

• Go to Channel Monitoring in your server dashboard
• Add specific channels or use pattern matching (e.g., "support-*")
• Enable the rules to start monitoring

4. Upload Documentation (Optional)

Provide context for better AI responses by uploading your documentation, FAQs, or knowledge base.

For optimal functionality, the bot requires these Discord permissions:

Essential Permissions

• Read Messages: To see messages in monitored channels
• Send Messages: To respond with AI-generated content
• Read Message History: For context and conversation flow
• Mention Everyone: For escalation notifications to roles

Optional Permissions

• Manage Messages: For advanced moderation features
• Kick Members: For automated moderation actions
• Ban Members: For severe rule violations
• View Audit Log: For comprehensive logging

Channel monitoring determines where your bot listens for messages and responds.

Monitoring Types

Pattern Types

• Contains: Channel name contains the pattern
• Starts with: Channel name begins with the pattern
• Ends with: Channel name ends with the pattern
• Regular Expression: Advanced pattern matching with regex

Configure when and how the AI escalates messages to human moderators.

Escalation Triggers

The AI automatically escalates when it detects:

• Complex issues requiring human judgment
• Requests for sensitive information
• Frustrated or angry users
• Issues outside the bot's knowledge base
• Explicit requests to speak with a human

Notification Methods

Message Templates

Customize escalation messages with variables:

🚨 Escalation Alert: {user} needs human assistance in {channel}.
Reason: {reason}
Original message: {message}

Available variables: {user}, {message}, {reason}, {channel}

Upload and manage documentation to improve AI response quality and accuracy.

Supported Formats

• Text Files: .txt, .md (Markdown)
• Documents: .pdf, .docx
• Web Content: Import from URLs
• Manual Entry: Create text documents directly

AI Compression

Use AI compression to reduce token usage while preserving important information:

• Automatically summarizes long documents
• Extracts key information and procedures
• Reduces API costs while maintaining accuracy
• Preserves important details and context

Organization Tips

• Use descriptive names for uploaded documents
• Keep documents focused on specific topics
• Update documentation regularly
• Remove outdated information promptly

The AI response system processes messages and provides intelligent, context-aware replies.

How It Works

1. User sends a message in a monitored channel
2. AI analyzes the message for intent and context
3. System checks uploaded documentation for relevant information
4. AI generates a helpful response or escalates to humans
5. Response is sent back to the channel

Response Quality Factors

• Documentation Quality: Better docs = better responses
• Message Clarity: Clear questions get better answers
• Context History: AI considers recent conversation
• User Intent: System recognizes different types of requests

Helpfulness Scoring

The system uses internal scoring to determine response quality:

• Score ≥ 30: Response is sent to user
• Score < 30: Message is escalated to humans
• Rule Violations: Always responded to regardless of score

Advanced tools for managing server members and automated moderation.

Available Actions

• View Members: Browse all server members with search and filtering
• Kick Members: Remove members from the server
• Ban Members: Permanently ban members with optional reason
• Send Direct Messages: Contact members privately
• Role Management: View member roles and permissions

Permission Checks

The system automatically verifies permissions before allowing actions:

• Checks if you have required permissions
• Verifies role hierarchy (can't moderate higher roles)
• Prevents actions on server owners
• Logs all moderation actions

Automated Moderation

The AI can automatically detect and respond to:

• Spam and repetitive messages
• Inappropriate content
• Rule violations
• Harassment or toxic behavior

Monitor bot performance, usage patterns, and server activity with detailed analytics.

Available Metrics

• Message Volume: Total messages processed over time
• Response Rate: Percentage of messages that received AI responses
• Escalation Rate: How often messages are escalated to humans
• Token Usage: AI API consumption and costs
• Channel Activity: Which channels are most active
• User Engagement: Most active users and interaction patterns

Performance Indicators

Integrate SupportBot with external systems and services for enhanced functionality.

Webhook Events

Configure webhooks to receive real-time notifications:

• message.processed: When a message is processed by AI
• escalation.created: When a message is escalated to humans
• member.moderated: When moderation actions are taken
• usage.threshold: When usage limits are reached

Webhook Payload Example

{
  "event": "escalation.created",
  "timestamp": "2024-01-15T10:30:00Z",
  "guild_id": "123456789",
  "channel_id": "987654321",
  "user_id": "456789123",
  "reason": "Complex technical issue",
  "message": "I need help with API integration",
  "escalation_id": "esc_abc123"
}

Rate Limiting

API requests are subject to rate limits:

• Standard: 100 requests per minute
• Burst: Up to 200 requests in 10 seconds
• Daily: 10,000 requests per day

SupportBot implements comprehensive security measures to protect your data and server.

Data Protection

• Encryption: All data encrypted in transit and at rest
• Access Control: Role-based permissions and authentication
• Data Retention: Configurable retention policies
• Audit Logging: Comprehensive activity logs

Privacy Considerations

• Message content is processed for AI responses only
• No personal data is stored permanently
• User consent required for data processing
• GDPR and CCPA compliant

Best Practices

• Regularly review bot permissions
• Monitor unusual activity in analytics
• Keep documentation free of sensitive information
• Use role-based access for staff features

Common issues and solutions for SupportBot deployment and operation.

Common Issues

Getting Help

• Documentation: Check this guide first
• Analytics: Review usage patterns for insights
• Logs: Check browser console for error messages
• Support: Contact our support team for assistance