Discord Livedesk
Route web chat conversations to Discord for human agents to respond in real-time
The Discord Livedesk integration routes your web chat (bubble) conversations to a Discord channel where your support team can respond. When customers send messages through your chat widget, they appear in Discord threads — and when agents reply in those threads, the messages are instantly delivered back to the customer.
Key Features
- Real-time routing: Customer messages from your website chat appear in Discord instantly
- Thread-based conversations: Each conversation gets its own Discord thread for organized discussions
- Conversation context: Summary embeds show customer email, location, device, and referring page
- Seamless replies: Agent responses in Discord threads are delivered to customers via SSE
- Works with existing setup: Uses your existing Discord server and bot infrastructure
How It Works
- A customer opens your chat widget and sends a message
- FutureBase posts a summary embed to your designated Discord channel
- The customer's message appears in a new thread under that embed
- Your support team sees the thread and replies directly in Discord
- Their replies are instantly delivered to the customer's chat widget
- If the customer sends more messages, they continue in the same thread
Quick Setup
Create a Discord Bot
If you don't already have a Discord bot:
- Go to the Discord Developer Portal
- Click New Application and give it a name (e.g., "Support Bot")
- Navigate to the Bot section and click Add Bot
- Enable Message Content Intent under Privileged Gateway Intents
If you're already using the Discord Channel integration, you can use the same bot for Discord Livedesk.
Get Your Bot Token
- In the Bot section, click Reset Token
- Copy the token — you'll paste it in FutureBase
- Keep this token secure
Add Bot to Your Server
- Go to OAuth2 → URL Generator in the Developer Portal
- Select scopes:
bot - Select bot permissions:
Send MessagesRead Messages/View ChannelsCreate Public ThreadsSend Messages in ThreadsRead Message History
- Copy the generated URL and open it
- Select your support team's Discord server
Connect in FutureBase
- Go to Integrations in your FutureBase dashboard
- Find Discord Livedesk and click Install
- Paste your bot token
- Select the channel where conversation threads should be created
- Click Connect
Choose a channel dedicated to support conversations. Each customer conversation creates a new thread, so you may want to use a channel that's specifically for incoming support requests.
Configuration Options
Include Customer Email
When enabled (default), the conversation summary embed includes the customer's email address if they've provided it. This helps agents quickly identify repeat customers or follow up via email.
Include Customer Info
When enabled (default), the summary embed includes metadata like:
- Country: The customer's country based on IP geolocation
- Device: Mobile, tablet, or desktop
- Platform: Windows, macOS, iOS, Android, etc.
- Page: The URL of the page where the customer started the chat
This context helps agents understand the customer's situation without asking basic questions.
Best Practices
Channel Organization
- Dedicated channel: Create a channel specifically for livedesk threads (e.g.,
#support-inbox) - Archive old threads: Discord automatically archives inactive threads; you can adjust the archive duration in channel settings
- Pin important threads: Use Discord's pin feature for VIP customers or ongoing issues
Team Workflow
- @mention roles: Set up Discord notifications so your support team is alerted to new threads
- Use reactions: Team members can use reactions to claim or acknowledge conversations
- Thread naming: FutureBase names threads after the conversation; you can rename them for easier tracking
Response Time
Replies in Discord are delivered instantly to customers. However, customers may close their browser tab and miss responses. Consider:
- Using the email notification features for customers who haven't received a human reply
- Setting clear expectations about response times on your website