Answer customer email from Discord
Smailor posts each customer email to your Discord channel as a ticket card. Your team claims it, replies and closes it there, and the answer goes out by email from your own address.
Discord is included on every paid plan, from Solo.
How it works
- 1
Link a channel
In Smailor, open an address or a group, choose what Discord may show, and get a one-time code. Run /smailor link with that code in the channel.
- 2
Mail arrives as a card
Each new ticket is posted as a card with its own thread. Customer follow-ups land in the thread, and the card changes when someone claims or resolves it.
- 3
Answer from the card
Reply opens a form and sends the email. Text typed in the thread becomes a draft, and the bot asks before anything is emailed.
The buttons on a ticket card
- Claim
- Takes the ticket for you, or gives it back. Everyone sees who has it, in Discord and in Smailor.
- Reply
- Writes the email answer in a Discord form. It leaves from your address with your signature, like a reply sent from the app.
- Add note
- An internal note on the ticket. Never emailed.
- Move
- Sends the ticket to another group. The card moves to that group's channel.
- Resolve and reopen
- Resolving archives the thread. Reopen brings the ticket and its thread back.
Website chats get the same card. In a chat thread your team answers by typing, and the visitor reads it in the widget.
What Discord sees
Each link has a content mode. Full copies the message, preview copies a short excerpt, minimal posts the card without the text. New links start on preview.
Customer text is posted with mentions disabled, so nobody can ping your server from an email. The account owner accepts the terms of the copy before the first link code is issued.
What it does not do
- Discord is a second place to answer, not a replacement for the inbox: settings, rules, templates and history live in Smailor.
- A teammate links their Discord account to their Smailor account before the bot acts for them. Unlinked members can read, not answer.
- The Free plan answers from the web app only.
Questions
Can my team answer customer emails from Discord?
Yes. Link a channel to an address or a group, and every ticket is posted there as a card with a thread. A linked teammate can claim it, reply, add a note, move it or resolve it from the card. The reply is sent as an email from your address.
What happens if I type my answer in the thread?
The bot asks whether to send it by email, keep it as an internal note, or discard it. Nothing is emailed without that click. If nobody answers the question, the message is kept as a note.
Does the whole email get copied into Discord?
You choose per link. Full copies the message, preview copies a short excerpt, and minimal posts only the ticket card. Preview is the default for new links.
Does it work with live chat?
Yes. A website chat is a ticket, so it gets the same card and thread. In a chat thread, a linked teammate answers by typing; a message starting with // stays an internal note.
Is it a separate helpdesk bot?
No. The bot is a view of your Smailor inbox. A ticket claimed in Discord is claimed in the app, and a reply sent from the app shows in the thread. There is one history, kept in Smailor.