4 posts tagged with "ai"

Helper.gg has built a solid reputation as a reliable Discord ticket bot, and their recent AI integration shows they understand the value of automated support. But as your community grows and support needs become more complex, you might find yourself hitting some limitations.

Helper.gg's AI: A Good Start with Clear Boundaries​

Helper.gg's AI feature is straightforward - you buy tokens ($1 for 150,000 tokens), add documentation, and the bot responds automatically in tickets. It's a practical approach that works well for basic FAQ-style responses.

However, the system has some inherent limitations:

• Documentation size constraints - You are limited to 300 characters per documentation entry, making it hard to provide comprehensive answers or import existing knowledge.
• Missing intelligent search? - their docs note documentation and responses incur costs which implies more documentation increases costs
• Limited to ticket responses - AI only activates within their ticket system
• Single knowledge source - documentation needs to be manually entered and maintained
• No website or discord channel import - can't leverage existing resources
• They are a ticket bot focusing on tickets - while it's a nice AI feature, it's not their main focus and more advanced use would require a lot more work

When You Need More: Wallu's Advanced Approach​

If you're finding Helper.gg's AI helpful but want more sophisticated automation, Wallu offers capabilities designed for complex support scenarios while remaining cost-predictable.

Unlimited Knowledge Base Without Strict Character limits​

Unlike Helper.gg's token-based system, Wallu uses advanced search technology to handle extensive documentation. You can:

• Import entire websites and documentation systems
• Upload large text documents (no 300-character limits) (there's 4 million characters soft-limit currently to prevent abuse but you can add more documents)
• Automatically sync Discord channels as knowledge sources
• Leverage multiple knowledge bases simultaneously

While not exactly unlimited, you can request to increase the default limit of 100 documents / 4M characters each if needed.

Beyond Ticket-Only Support​

While Helper.gg's AI works exclusively within tickets, Wallu provides comprehensive support automation:

• Channel monitoring - detect and answer questions across any channel
• Ticket integration - works with any ticket bot (Ticket Tool, Helper.gg, etc.)
• Dedicated AI channels - create transparent AI support spaces

Customization That Scales​

Wallu offers granular control over AI behavior:

• Custom bot appearance - fully branded bot with your logo and name
• Global & Channel-specific instructions - different instructions for the AI agent per channel (control how to responds and style etc.)
• Adjust AI - adjust how certain the AI needs to be, which knowledge to use in which channel, select between more advanced and cheaper AI models and cost vs effort it puts into responses.
• Working hours scheduling - timezone-aware bot availability
• Response length controls - from very short to detailed explanations
• Much more! We focus on delivering the best AI support experience for your users & staff.

Advanced Features for Growing Communities​

For communities outgrowing basic FAQ responses:

• Image support with OCR - answer questions about screenshots / trigger response when an image contains specific text
• Staff escalation - automatically notify humans for complex issues
• Analytics and insights - identify knowledge gaps and common questions
• Multi-language support - serve international communities and provide support in their native language

The Perfect Combination: Helper.gg + Wallu​

You don't need to choose between them. Many communities use Helper.gg for ticket management while adding Wallu for advanced AI support:

1. Keep Helper.gg for tickets - their ticket system is reliable and well-established!
2. Add Wallu for comprehensive AI - handle questions before they become tickets
3. Reduce ticket volume - solve common issues instantly across all channels

When to Consider the Upgrade​

Consider expanding beyond Helper.gg's AI if you're experiencing:

• Wanting more control over bot behavior and appearance
• Don't want to spend time on entering short 1-2 sentence documentation in their dashboard
  • TIP: create a #wallu-knowledge channel to Wallu and import it as a knowledge source - post knowledge there and Wallu will use it automatically
• Needing to answer questions outside of tickets (e.g., to monitor any channel for FAQs or create #ai-support channel)
• Dealing with more complex AI support cases, such as: images, custom instructions, longer documentation, need to import existing #faq channels, importing docs from a website, answering in any channel and in any language etc.

Getting Started​

If Helper.gg's AI has proven valuable for your ticket responses, you're already seeing the benefits of automated support. Wallu can extend that automation across your entire Discord server while maintaining the reliability you expect.

The setup process is straightforward - import your existing documentation, configure channel behaviors, and let advanced search handle the complexity of larger knowledge bases.

• Integrate Wallu with helper.gg or any ticket bot

Ready to supercharge your Discord support? Try Wallu alongside your existing Helper.gg setup and see how advanced AI automation can scale with your community's growth.

Many teams don’t have a polished FAQ. Many have “documentation by archaeology” scattered across frontend components, API javadocs, READMEs, and comments in code/config files. However, there are some good news! You can use agent-style coding tools (Claude Code, Cursor agents, Copilot, Gemini CLI - many with free plans) to sweep your repo and auto-write actionable, searchable “how‑to” docs in minutes.

The simple workflow​

1. Pick a tool you already have access to (Claude Code, Cursor agent, Copilot Chat, or Gemini CLI).
2. Point it at a concrete scope first (for example your frontend/src/ or resources/config/ directory, or your api/ code).
3. Ask it to produce a single plain‑text file named wallu_docs.txt containing many “how‑to” entries. Each entry must be exactly one paragraph, with no internal line breaks, and entries must be separated by two newlines. (This is the optimal format for the search and AI).
4. Ask it to repeat: “scan again, find missing tasks, extend wallu_docs.txt without duplicates.” Do this a couple of times until coverage feels complete.

Here’s a prompt you can paste (adapt wording to your stack and to how your users use your product and what they commonly ask):

Scan the following directory and related files I open for you. Extract as many as possible practical tasks a user would want to do with our product.
Write a `wallu_docs.txt` file with many concise how‑to entries.
Rules: each how‑to is exactly one paragraph with full sentences and clear explanation; no internal newlines; separate entries with two newlines; prefer concrete steps and filenames over vague advice; cover UI flows (e.g., exact page names, titles and buttons to click) and API methods; make sure it's all they need to complete the step.

Then ask:

After writing, scan again and add missing topics without duplicating.

until it seems like it has included everything useful.

For example, with Wallu it would produce a file like this:

To prevent the bot from answering certain messages, go to the "Bot Settings" page and look for the "When not to answer" section. Here you can configure the bot to avoid off-topic questions, ignore messages from staff members unless mentioned, and add specific roles or users to an ignore list. This helps to ensure that the bot only responds in appropriate situations.


To set the primary language for your FAQs and documents, go to the "Bot Settings" page. You can choose between "Only in English" and "In other/multiple languages". Selecting the multilingual option is important if your content is not in English or if your users are likely to ask questions in other languages, as it ensures the bot can properly understand and respond.


To configure the bot's behavior in ticket channels, go to the "Bot Settings" page and scroll down to the "Ticket System Mode" section. Here you can set the bot to be silent when a staff member sends a message, include a summary when escalating tickets, and integrate with other ticket bots to automatically analyze and respond to new tickets.


To manage who has access to the bot's control panel, go to the "Manage Access" page. Here you can set the required permissions for accessing the panel, such as "Administrators" or "Members with 'Manage Server'". This ensures that only authorized users can make changes to your bot's configuration.

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When this is especially useful​

• Your API is “documented in code,” types, or comments, not in a handbook.
  • Or your API docs are very technical and describe components but lack example usage for people to get started
• Frontend props and flows live across many components and are hard to summarize.
  • You basically just convert your frontend code into a user guide.
• Existing docs imported into Wallu didn’t yield good answers - tasks weren’t explicit enough.
  • You have a lot of code, API docs, or config files you wanted to import but it couldn't use them very well.

Make it iterative​

Run 2–4 passes: ask the agent to “re‑scan for missing topics,” then “expand areas with too few steps,” then “merge duplicates and keep the clearest version.” You can always re‑run after a release to update flows.

Ship it​

Save/export the file as plain text (wallu_docs.txt) and upload it to Wallu as a knowledge source. The double‑newline boundaries help both search and AI understand each task cleanly, so the bot answers with clear, actionable steps instead of vague summaries.

Ever went to touch grass and returned to an active Discord channel after a few hours (or days) and felt completely lost? Scrolling through hundreds of messages trying to figure out what happened while you were away is painfully inefficient.

The Problem with Catching Up​

Discord moves fast. Hundreds of messages in just a few hours. Community discussions evolve, problems get solved, decisions get made - and if you weren't there, you're left piecing together fragments.

I faced this constantly in our own Discord communities. I had to spend time just catching up on what happened overnight and often just skipped all chats because it was too much effort. Important issues, questions and other stuff got lost in the noise.

Enter /summarize​

That's why I built Wallu's conversation summarizer. It's designed to solve the real problem: getting meaningful context quickly.

The /summarize command does something clever - when you use it without any parameters, it automatically detects the relevant timespan. If you last posted in the channel 2 days ago, it summarizes everything since then. If you're jumping into a thread, it gives you the whole conversation.

How We Use It Internally​

In our team channels, /summarize has become essential:

• Catch-ups: what users discussed while I was away
• Bug tracking: "What issues users have reported"
• Quick solutions: summarizing a ticket thread to see if what problems were left unresolved

The most powerful feature? Ask specific questions: /summarize question:What bugs were reported today? gets you a focused answer instead of everything that happened.

Practical Examples​

Morning catch-up:

/summarize

→ *"Users discussed issue related to new version released, several bugs were reported..."

Joining a thread mid-conversation:

/summarize question:what issues the latest version has?

→ "A user reported the bot was not always responding, however it was due to their channel settings"

Meeting prep:

/summarize period:3d question:What feature requests came up?

The Smart Filtering​

What makes this actually useful?

• Really fast to use - especially compared to reading or copy-pasting messages
• Focuses on recent messages over older ones
• Ignores bot spam and system messages
• Understands Discord replies and mentions (context) better than copy-pasting to ChatGPT
• Prioritizes important information over noise
• Time filtering (automatic or manual)

It's designed for the reality of Discord: conversations that jump between topics, include memes, and mix important information with casual banter.

Getting Started​

The /summarize command currently requires a Premium plan (it uses AI processing, after all). But if you're managing an active Discord community, the time savings pay for themselves quickly.

Try it next time you return to a busy channel. You might find it changes how you stay connected with your community without being glued to Discord 24/7.

Available now for Premium (and above) Wallu users. Learn more.

Introduction​

Wallu is an AI-powered Discord bot designed to automate community support without disrupting your existing workflow. It was born from a real need: I was managing a Discord server for my Minecraft plugin and found myself answering the same questions repeatedly instead of focusing on development. What started as a solution to my own problem has evolved into a product shaped by its early adopters originating from that same community.

Unlike many AI solutions built mainly on hype and marketing, Wallu was created in the trenches of real Discord communities. This philosophy document explains our core principles and how they shape everything I build.

AI should know when to help​

The promise that "AI can automate 100% of questions" sounds appealing but ignores practical reality. Your current knowledge base doesn't answer every possible question – so how could an AI trained on that same information do so?

While some of users want a "fully automated" solution, many also want to tweak the bot to only answer certain questions. Wallu is designed to be a flexible tool that works out of the box but lets you choose how much you want to automate. You can:

• Use it as a "first line of defense" to answer only the most common FAQs, letting humans handle the rest
• Make it attempt to answer everything within your knowledge base
• Configure how confident it needs to be before answering a question
• Limit it to only working hours or certain channels etc.

Wallu takes a nuanced approach: "the AI should help when it can and get out of the way when it can't." This philosophy manifests in three primary implementation methods:

1. Spontaneous support: Wallu monitors conversations and only interjects when it confidently recognizes a question it can answer based on your knowledge base. If it lacks confidence, it remains silent rather than interrupting with unhelpful responses. Again, all this is configurable but works out of the box.

2. AI ticket handling: When handling support tickets, Wallu attempts to respond using your documentation. If it cannot provide a reliable answer, it smoothly escalates the ticket to a human team member.

3. Dedicated AI support channel: It's possible to use Wallu to answer all questions in a specific channel. It is branded as an AI, with configurable disclaimer messages and guardrails to prevent off-topic discussions and hallucinations. This mode is viewed as a transparent opt-in way to get support - not pretending to be human while still fitting your brand's voice.

This balanced approach means your community gets immediate answers when possible while preserving the quality of human support when needed.

Continuously improving knowledge base​

A major focus of Wallu is not just answering questions but actively helping you improve your knowledge base. An AI is only as good as the information it has access to, which is why I'm actively developing features to make knowledge management easier and more effective:

• Gap identification: Wallu identifies common questions that aren't well-covered in your existing documentation and suggests new FAQs or document sections to create
• Contradiction detection: When Wallu spots inconsistencies between different parts of your knowledge base, it flags them for review
• Update suggestions: As your product evolves, Wallu can suggest updates to outdated information based on newer responses from your team
• Self-improving prompts: Rather than just learning from user feedback, Wallu suggests specific improvements to its instructions that would help it perform better

This focus on improving the knowledge base creates a virtuous cycle: better documentation leads to better AI responses, which leads to fewer support requests, giving you more time to further improve your documentation. I believe the true value of AI support isn't just in automating answers but in continuously refining your knowledge management.

Field tested, not just marketed​

I develop and select features based on what works in practice, not what looks good in marketing materials. Unlike many AI products that showcase impressive demos but lack real-world testing, Wallu has been rigorously field-tested in my own Discord communities before being released to customers.

This practical approach has revealed several key insights:

• Many AI products fail because their developers rarely use them in real communities
• Modern AI is only one tool for support - sometimes simpler solutions are more reliable
• Documentation typically has gaps that AI will inherit - more control often means better predictability

Through extensive testing, I've learned that seemingly impressive features like "self-learning" can actually deteriorate answer quality over time as the AI learns incorrect information or answers similar-but-different questions inappropriately.

What's proven most effective instead:

• Using user votes to A/B test features rather than having AI learn directly from votes
• Preserving message timestamps to provide context-aware responses
  • For example, if the message history has "Q: when will this feature be released? A: in about 2 weeks", by using the timestamps, the bot can more accurate answer this question no matter whether it's asked today or in 2 months.
• Implementing human-in-the-loop approaches where AI suggests FAQs to be added into knowledge base or edits based on contradicting information

Human-in-the-loop philosophy​

I've learned that the most effective AI support doesn't replace humans – it amplifies them. Wallu is designed to create a collaborative system:

1. Wallu handles repetitive questions, freeing your time to focus on what matters the most
2. It identifies gaps in your knowledge base and suggests improvements
3. You review and implement these suggestions, continuously improving your documentation
4. Better documentation improves Wallu's responses and reduces support volume overall
5. Your team focuses on complex issues and building relationships

The goal isn't to remove humans from support but to let them focus where they add the most value. Wallu doesn't need to be a new ticket bot – it just needs to read messages as a human would, respond when appropriate, and help you maintain the best possible knowledge base for your community.

Customizability​

Like any pre-made bot, Wallu isn't infinitely customizable but I've built flexible options where they matter most to communities. You can adjust Wallu's voice to match your brand, customize response templates, configure when and how it interacts, and integrate it with your existing workflows. Obviously, there's the custom bot option too!

In addition to providing a nicely branded bot, this customization focus has another benefit: it helps keep Wallu sustainable as a product. Features like custom bot appearances are optional premium offerings that cost significantly less than hiring a developer to build a custom solution. By maintaining profitability, I can dedicate more resources to improving Wallu's core functionality and reliability.

I believe AI tools should adapt to your community's unique needs rather than forcing you to adapt to the tool.

Join the community​

Wallu continues to evolve based on real usage and community feedback. I invite you to try Wallu in your Discord server and experience how AI support can integrate seamlessly with your existing workflow. As you use it, your feedback will help shape its future development.

Get started with Wallu or join our Discord community to learn more.

Thanks for your interest,
Topias (Developer of Wallu)