Public Discord Channel AI

How Public Discord Channel AI works

Overview

Mava's Public Discord channel AI has been designed to answer common questions in public to help your team effortlessly scale customer support.

After being enabled, Mava AI is able to identify user support questions and answer them directly in public Discord channels.

If you've uploaded a GitBook or external website into your knowledge base Mava AI will provide a source link for further reading.

Where & where will it respond

• The bot will always respond in public Discord channels IF it is mentioned i.e. @mava

• If it isn't mentioned, it will aim to respond to anything that meets the following criteria:

  • The bot is enabled and has been granted the correct permissions in that channel

  • It rates the question quality as good enough to be understood

  • It categorizes the question as a 'Support question' ('How does XYZ work') vs. a 'Social question' ('hey, how are you')

  • It has relevant content within the knowledge base

Trouble Shooting Steps

If your public channel AI bot isn't responding, follow these steps:

• Mention the bot with @ in the channel you think it should work in. The bot will always respond when mentioned if it's set up correctly.

• Check that the 'Public Channel AI Assistant' is enabled in the AI Settings Section

• Check that Mava has the correct Discord channel permissions (Please note: this is the most common reason for the public AI not working)
• Check you have not exceeded your monthly support request allowance on the Plans & Billing page. Mava AI will automatically stop responding after you've exceeded your monthly limit. If you've exceeded your allowance you can either upgrade or wait until the allowance resets.
• Check you have relevant content uploaded. The bot may not respond if it does not know the answer. You can ask the same question and @ the bot (when mentioning, it will answer even if it does not know the answer).

If none of the steps above help, please reach out to a member of the team.