Letterbook Docs

Connect Discord

Turn Discord support threads or forums into Letterbook conversations.

Last updated June 25, 2026

What this guide covers#

Connect Discord so support requests from a community server can become Letterbook conversations.

Use Discord ingestion when customers already ask for help in your server and your team wants those support threads to appear in the same Letterbook inbox as email, forms, and API-created tickets.

Setup steps#

Install or authorize the Letterbook Discord integration.
Choose the server Letterbook should access.
Select the forums, threads, or channels that should create conversations.
Decide whether replies should sync back to Discord.
Configure labels or routing for Discord-created tickets.
Test with a realistic customer question and a follow-up reply.

Choose monitored surfaces#

Do not monitor every channel by default. Discord servers often contain support requests, community discussion, product feedback, bug speculation, and internal coordination in the same place.

Start with dedicated support surfaces:

Support forums
Help channels
Bug report threads
Billing or account-help channels
Private support channels for customers or partners

Add broader monitoring only after you understand the volume and noise.

Ticket creation behavior#

Decide what should become a Letterbook conversation:

A new forum post
A new thread in a support channel
A message that matches support-intent rules
A moderator-created escalation

For conversational channels, use AI turn detection so casual messages do not create tickets and follow-up context stays attached to the right conversation.

Configuration details#

Give Letterbook only the Discord permissions needed for monitored channels.
Confirm private channels are intentionally included before enabling them.
Map Discord channel or forum context to Letterbook labels.
Decide whether the assigned Letterbook owner should also be responsible for the Discord response.
Test how edited messages, deleted messages, and thread follow-ups appear.

Testing checklist#

Send examples for: