Skip to main content
Discord forum settings control how Suppio handles support in forum channels. Use forums when your community creates one support post per issue instead of opening ticket channels.
Forum settings apply only to Discord deployments.

​
What forum support does

Suppio can:
  • monitor selected Discord forum channels
  • respond only in selected forum tags
  • apply status tags for unresolved, resolved, inactive, or escalated posts
  • lock resolved or inactive threads when enabled
  • send inactivity reminders
  • ask follow-up questions and offer escalation when configured

​
Set up forum support

1

Connect Discord

Deploy the agent to Discord first.
2

Open Discord forums

In the agent dashboard, open Discord forums.
3

Select forum channels

Choose the forum channels where Suppio should manage support.
4

Choose allowed tags

Select the forum tags where Suppio should respond.
5

Map status tags

Map your forum tags to unresolved, resolved, inactive, and escalated states.
6

Configure locking and inactivity

Choose whether resolved or inactive posts should lock and whether reminders should be sent.

​
How conversations work

Suppio answers inside the forum thread. It uses the agent’s context and the conversation in the thread to generate replies. If the forum post has a tag that Suppio is not configured to handle, Suppio stays quiet. When users confirm an issue is resolved, staff can use /resolve, or Suppio can mark resolution when the forum workflow calls for it.

​
How escalations work

When Suppio escalates a forum post, it can apply the configured escalated tag and show the handoff message. Staff can use the forum status and escalation tag to identify posts that need human attention. On every plan, the handoff can also start a learning review. After the post is resolved, archived, locked, or deleted, Suppio can propose staff-confirmed guidance as a knowledge suggestion. Nothing is added to context until an authorized team member approves it.

​
Inactivity handling

Suppio can send a reminder after a configured delay. If there is still no response later, it can auto-resolve the post and optionally lock it.

​
Forum customization

You can customize forum embed and button text for forum workflows. Keep labels short so they fit cleanly in Discord.

​
Troubleshooting

Confirm the forum channel is selected, the post has an allowed tag, the agent has context, and the Discord deployment is connected.
Confirm the status tags are mapped to real Discord forum tags and the bot has permission to manage the post.
Enable locking for resolved posts and confirm the bot has the required Discord permissions.
Connect Discord before using Discord forum posts as context.
Forum-post context is a snapshot of the selected starter posts. Import the updated posts again after changing the source. Live edit tracking applies to retained messages in Follow channels.