> For the complete documentation index, see [llms.txt](https://mava.gitbook.io/mava-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://mava.gitbook.io/mava-docs/ai-support/public-discord-channel-ai.md).

# 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](https://dashboard.mava.app/dashboard/admin/ai/sources) Mava AI will provide a source link for further reading.

### Where & where will it respond

* Mentioning the bot (e.g. @mava) skips the question-quality and support-vs-social checks below — but it still won't reply if it has no relevant knowledge base content for the question (see "What happens if the bot doesn't reply" below).
* 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](/mava-docs/getting-started/integration-setup/discord-setup/discord-public-channel-ai-setup.md)
  * 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

### What happens if the bot doesn't reply

If the bot doesn't respond, it has decided not to answer — no ticket is created and no one on your team is automatically notified. The only exception is if you haven't uploaded any AI knowledge yet: in that case, @-mentioning the bot gets you a message saying it doesn't have content to work with yet. If your knowledge base does have content but the bot still can't find a good answer, it stays silent even if it was mentioned.

## 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 and your knowledge base has relevant content.
* [ ] Check that the 'Public Channel AI Assistant' is enabled in the[ AI Settings Section](https://dashboard.mava.app/dashboard/admin/ai/settings)

<figure><img src="https://content.gitbook.com/content/Tebv3SzLbdQL5VOCHzvx/blobs/PHTKEVCRMlpKIpAb1qoP/image.png" alt=""><figcaption></figcaption></figure>

* [ ] [Check that Mava](/mava-docs/getting-started/integration-setup/discord-setup/discord-public-channel-ai-setup.md)[ has the correct Discord channel permissions ](/mava-docs/getting-started/integration-setup/discord-setup/discord-public-channel-ai-setup.md)(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](https://dashboard.mava.app/dashboard/admin/plans). 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, even when mentioned.

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