Skip to main content

Dedicated Support Channel

Best for: Servers wanting a clear separation between AI support and regular chat
Pros: Easy setup, dedicated AI space, users know where to get help
Cons: Users need to know to use this specific channel

Quick Setup​

  1. Create a new Discord channel on your server, for example, #ai-support.
  2. Make sure Wallu has permission to send messages on that channel by typing !wallu there.
  3. Add knowledge sources: Ensure you have FAQs or documents in the admin panel. You can add https://example.com to test this feature.
  4. Go to the channels page
  5. Find the channel you just created (you can use the search)
  6. Click "override parent settings". Otherwise, the channel inherits the category's or server default settings.
  7. Enable "Answer all messages" under "Answer messages". See the example below: Example
  8. Save the changes.
    1. You can also change the maximum length of the answers in the channels page.
  9. Go back to Discord and try just sending a question.
    1. If you used example.com, you can try asking can I use the domain without asking for permissions? as https://example.com has an answer to that question.
    2. If the bot is not responding, try !wallu to debug the issue. It should always respond to !wallu if it can read and send messages on the channel and it may say why it's not responding to your questions.

Advanced tips for #ai-support channels​

  • AI support channels work best with documents (instead of FAQs) for comprehensive information
  • Use custom instructions to set the right tone for your support channel
  • If Wallu isn't responding, check our troubleshooting guide
  • You can select which channels will use a given document. Configure that on the documents page.
  • You may want to instruct users to use this channel for 24/7 AI-support
  • In the channels page you can add "custom instructions" for the channel
    • Alternatively, you can add global instructions for the bot
    • Use these to customize how the bot answers
    • You can also add links where the user can learn more or contact human support
    • (If you're familiar with "prompting", these instructions are just added into Wallu's prompt)