Reply from Discord
When a customer writes to you, Mocco posts a notice in your Discord channel. With Reply from Discord on, that notice carries buttons: Reply, Assign to me and Close. Whoever presses one acts as their own Mocco account, with their own roles, exactly as if they had done it in Mocco. The customer gets the reply and its push as usual, and the action is recorded in your audit log as that person.
Notices of new ideas, questions and comments on your feedback boards get buttons too: see Questions and ideas.
You need two things: the switch on for the channel, and each person who answers linked to their Discord account.
Turn it on for a channel
Only owners and admins can do this.
In Mocco, open Notifications and stay on the Channels tab.
On the channel's card, turn on Reply from Discord.
Notices posted from then on carry buttons. Notices posted before don't get them. Turning it off makes the buttons on that channel's notices stop working; nothing else changes.
Turn it on only in a channel your team reads. Everyone in a Discord channel can see the buttons, even though only linked members of your workspace can use them.
An agent can do the same with the mocco_notifications_channels_actions_set tool, after you confirm
(Connect Mocco to your agent).
If the switch is greyed out with "This deployment can't receive Discord interactions.", the Mocco server you use isn't set up to receive button presses yet. Ask whoever runs it.
Link your Discord account
Each person who will answer does this once.
In Mocco, open Account (your name, top right).
Under Discord, click Link Discord account.
Discord asks you to let Mocco see your username. Approve it.
You land back on Account with "Linked as @yourname".
Mocco only learns your Discord user id and username. It keeps no Discord token and can't post as you. To stop, click Unlink; your next press answers that you aren't linked.
Anyone who controls your Discord account can act as you on these notices, so turn on two-factor authentication in Discord.
The buttons
Reply opens a box, "Reply to customer". Type your message (up to 4000 characters) and submit. The customer gets it as a reply from you, and you see "Reply sent." The inbox shows "via Discord" next to your name on that message.
Assign to me gives the conversation to you. You see "Assigned to you."
Close closes the conversation. You see "Closed." with a Reopen button, in case you pressed it by mistake.
Only you see these answers. Nothing is sent until you submit the reply box, so pressing Reply and closing the box does nothing.
Questions and ideas
When someone posts an idea, asks a question or comments on your feedback board, the notice offers what fits:
| Notice | Buttons |
|---|---|
| A new idea, or a comment on an idea | Reply |
| A new question | Answer |
| A comment on a question | Reply, Accept as answer |
Reply opens "Reply on the board". What you write (up to 4000 characters) is posted as your public comment on the post, and you see "Comment posted." On a comment notice, it goes on that comment's post.
Answer opens "Answer the question". What you write is posted as your team's official response, and you see "Answer posted." Answering doesn't accept it: the question stays open until someone accepts an answer, as in Mocco.
Accept as answer accepts that comment as the question's answer, and the question becomes answered. You see "Accepted as the answer." The button on the notice then reads Accepted and can't be pressed again.
The post page in Mocco shows "via Discord" next to your name on comments you wrote from Discord. The public board doesn't.
What the notice shows afterwards
A moment after someone acts, Mocco edits the notice. It gains a field, In Discord, listing the latest five actions, newest first:
Replied · Alice · 2 minutes ago — Hi Dana, thanks for writing…
Closed · Bob · just now
A reply, a comment or an answer shows the first 100 characters of what your team wrote, never the customer's text. After a close, the notice offers Reopen instead of Close; after an accept, Accepted instead of Accept as answer.
Only actions taken from Discord appear there. A reply sent from the Mocco inbox, or a comment written on the post in Mocco, doesn't change the notice.
When a press is refused
| What you see | Why, and what to do |
|---|---|
| Link your Discord account to Mocco to act on notices. You do this once. | Your Discord account isn't linked. Click Link Discord account in the answer, or link it from Account. |
| Your Mocco account can't do this in this workspace. Ask an owner to add you. | Your linked Mocco account isn't a member of this workspace, or the messenger (for a conversation) or feedback (for a post) is off there. An owner can add you under Members. |
| Replying from Discord is off for this channel. | An owner or admin turned the switch off. Answer in Mocco, or ask them to turn it back on. |
| This notice is too old to act on. | Mocco keeps a notice's history for 30 days. Open the conversation in Mocco with Open in Mocco. |
| This notice can't be used here. | The button doesn't belong to this channel or server, or the conversation, post or comment is gone. Answer in Mocco. |
| Too many actions. Try again in a minute. | Too many presses in a short time, from you or your workspace. Wait a minute. |
| This contact is blocked; unblock them in Mocco to reply. | The customer is blocked. Unblock them in the inbox first. |
| This question is closed. | Someone closed the question, so its answer can't be accepted. Reopen it in Mocco first. |
| Something went wrong. Nothing was sent. | Try again, or answer in Mocco. |
If Discord says "This interaction failed", Mocco took too long to answer. Check the notice or the inbox before you try again: the reply may have gone through.