> ## Documentation Index
> Fetch the complete documentation index at: https://docs.suppio.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Discord live support

> Configure private Discord voice sessions and secure screen sharing for live customer support.

Discord live support lets Suppio move a ticket or forum conversation into a temporary private voice channel when talking through the issue would be faster or clearer.

Voice-call support is available on Plus, Pro, and Enterprise. Secure screen sharing is available on Pro and Enterprise.

<Note>
  Live support works only in configured Discord tickets and forum posts. It does not apply to `/ask`, the chat widget, the support page, or the Agent API.
</Note>

## How live support starts

Suppio can offer live support during a qualifying conversation, such as setup, configuration, a multi-step task, or troubleshooting that needs back-and-forth questions. It continues helping in text while making the offer.

Suppio creates a session only after the customer explicitly accepts the offer. It does not treat silence or an unrelated answer as consent.

After the customer accepts:

1. Suppio creates a temporary private Discord voice channel.
2. The original ticket or forum post receives **Join VC** and **End session** buttons.
3. If screen sharing is enabled, the message also includes **Share screen**.
4. The customer has 3 minutes to join before the unused channel expires.
5. Suppio carries the originating conversation into the call so the customer does not need to repeat the issue.

The requester, Suppio, and members with a configured support team role can access the private channel.

## Configure voice-call support

Before enabling voice calls, connect Suppio to Discord and configure at least one ticket destination or forum workflow.

<Steps>
  <Step title="Open Discord routing">
    Open your agent, expand **Discord**, and select **Discord routing**.
  </Step>

  <Step title="Choose a log channel">
    Under **Log channel**, click **Manage** and select where Suppio should send live-session summaries and transcript files.
  </Step>

  <Step title="Choose a channel category">
    Under **Live support > Voice-call support**, select the Discord category where temporary private voice channels should be created.
  </Step>

  <Step title="Enable voice calls">
    Turn on **Voice-call support**. Your workspace must be on Plus or higher.
  </Step>

  <Step title="Save the settings">
    Click **Save changes** in the unsaved-changes prompt.
  </Step>
</Steps>

Suppio needs **Manage Channels** in the server. In the selected log channel, it also needs **View Channel**, **Send Messages**, and **Attach Files**.

## Configure screen sharing

Screen sharing extends a voice session with visual context. It does not connect to Discord Go Live.

<Steps>
  <Step title="Enable voice calls first">
    Screen sharing requires **Voice-call support** and a Pro or Enterprise workspace.
  </Step>

  <Step title="Enable screen sharing">
    Under **Live support**, turn on **Screen-share support**.
  </Step>

  <Step title="Choose capture timing">
    Select when Suppio should use the latest screen image:

    * **When requested** lets Suppio inspect the latest image only when the conversation calls for it.
    * **After the customer speaks** automatically gives Suppio a current image after each completed customer turn. This is the default.
  </Step>

  <Step title="Save the settings">
    Click **Save changes**.
  </Step>
</Steps>

### What the customer does

The customer clicks **Share screen** in the original support conversation or the private voice channel chat. In the secure Suppio page, they:

1. Click **Start sharing**.
2. Choose the relevant browser tab, window, or screen.
3. Return to the Discord voice call.
4. Click **Stop sharing** when visual guidance is no longer needed.

Use **Share screen**, not Discord Go Live. A Discord Go Live stream is not connected to Suppio.

## During the session

* Suppio begins when the requester joins the voice channel.
* The first spoken response explains that speech is transcribed for the private support log and that raw audio and screen-share video are not retained.
* The customer can speak naturally and interrupt Suppio while it is responding.
* Configured customer actions remain available. If an action requires confirmation, Suppio posts **Confirm** and **Cancel** buttons in the private voice channel chat.
* A session lasts 10 minutes. Near the end, the customer can explicitly request one 10-minute extension, for a maximum of 20 minutes.
* If the requester disconnects, they have 3 minutes to rejoin before the session ends.
* Only one Suppio live-support session can be active in a Discord server at a time.

Live sessions use workspace credits. The session ends if the workspace runs out of credits.

## End a session

The customer or a configured support team member can click **End session**. Before a normal session ends, Suppio asks whether it may mark the originating ticket or forum post resolved.

Suppio changes the originating issue to resolved only after the customer agrees. If the customer declines, the issue stays open.

The session also ends automatically if the temporary voice channel or originating support conversation is deleted, or if the originating ticket or forum post is resolved or escalated.

When the session ends, Suppio:

* deletes the temporary voice channel
* invalidates the screen-share link
* posts a session summary and transcript file in the configured log channel
* posts an ended-session message in the originating support conversation

## Privacy and screen processing

Suppio transcribes live speech so it can respond and create the private session log. It does not retain raw live audio as a recording.

Screen sharing sends occasional still images rather than a continuous video recording. Images are resized, stripped of source metadata, processed in memory, and not stored. The customer can stop sharing at any time.

<Warning>
  Customers should share only the tab, window, or screen needed for support and should hide passwords, payment details, private keys, recovery codes, and unrelated personal information.
</Warning>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Voice-call support cannot be enabled">
    Confirm the workspace is on Plus or higher, select both a **Log channel** and a live-support **Channel category**, then save the settings. If the dashboard says voice support is temporarily unavailable, try again later.
  </Accordion>

  <Accordion title="Suppio cannot create the private channel">
    Confirm Suppio has **Manage Channels** in the server. Also confirm it has **View Channel**, **Send Messages**, and **Attach Files** in the selected log channel.
  </Accordion>

  <Accordion title="The private channel expired">
    The requester must join within 3 minutes. Continue in the original conversation and accept a new live-support offer when ready.
  </Accordion>

  <Accordion title="Discord Go Live does nothing">
    Discord Go Live is not connected to Suppio. Click **Share screen** in the original support conversation or private voice channel chat instead.
  </Accordion>

  <Accordion title="The browser cannot start screen sharing">
    Open the secure link in a current version of Chrome, Edge, or Safari, allow the browser's screen-sharing prompt, and choose a tab, window, or screen. If sharing was dismissed, click **Start sharing** again.
  </Accordion>

  <Accordion title="Suppio is not using the latest screen">
    Confirm the secure page says **Screen sharing is active**. With **When requested**, describe what Suppio should inspect. With **After the customer speaks**, finish your spoken turn so Suppio receives the latest sample.
  </Accordion>
</AccordionGroup>

## Related pages

<CardGroup cols={2}>
  <Card title="Discord deployment" icon="messages-square" href="/discord">
    Connect Suppio and configure Discord support workflows.
  </Card>

  <Card title="Plans and billing" icon="credit-card" href="/billing">
    Compare voice and screen-share availability by plan.
  </Card>
</CardGroup>