GalaxyBot Documentation
Modules

Support

Erfahre mehr darüber, wie du das Voice-Support-Modul verwendest.
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How Voice Support works

With the Voice Support module, you can set up support waiting rooms. As soon as a user enters this waiting room, a notification is sent to a channel you have defined, along with a ping to your Team role.

Create a new waiting room

To create a waiting room, click on Create Room

Room name

The name to be given to the waiting room in the dashboard

Waiting room

The voice channel that users can join to register for support. The bot will send a notification to inform support staff and offer interactions.

Notification channel

A text channel where team members are notified of new support cases and can take ownership of them.

Team role

A role that is flagged when new support cases are created and which can take ownership of support cases.

Edit waiting room

To edit a waiting room, select it from the overview.

= Main waiting room

Room settings

To delete the room *

Back to the overview

Room name

What the waiting room should be called in the dashboard

Activate room?

If enabled, the functionality for this room will be activated

Waiting room

The voice channel that users can join to register for support. The bot will send a notification to inform support staff and offer interactions.

Notification channel

A text channel where team members are notified of new support cases and can take them on.

Team role

A role that is flagged for new support cases and can take them on. Only one role may be selected.

Support channel prefix (optional)

A text or character placed before the channel name; for example, with a prefix of Support, the channel for the user Pluto would be called Support Pluto.

Enable support notes (optional)

If enabled, the supporter can add notes to the support request via a button in the notification.

Use your own channels (optional)

If enabled, the bot will not create a channel for support, but will use a channel from the specified category.

Category

Only available if Use custom channels is enabled

Select a category from which the bot will choose a voice channel when it takes on a case. It is not recommended that the waiting room be included in this category.

Times

You can enter a new time using the in the top right-hand corner.

Day of the week

Select the day of the week for which you wish to set opening hours.

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday

Time period

In the two text fields, you can set a time (from and to) during which your support service should be open. Only valid times can be entered.

Support times must not overlap or be entered twice. Furthermore, they must be logically valid; for example, the end time must not precede the start time, as in the case of 10.30 to 09.30.

to set the time

to clear the time *

A day can have several times.

Duty-Mode (optional)

Duty mode allows you to control which team members are notified when new support cases come in. Instead of pinging everyone with that team role, only members who have actively checked in for duty will be notified.

Enable Duty System (optional)

When enabled, the bot will ping the configured On-call role in the event of a support case. To do this, you can sign in or out of duty in the Check-In Channel.

Check-in channel

Only available if Enable Duty System is enabled

A text channel to which GalaxyBot sends a message. Team members can use a button there to check in and out.

On-call role

Only available if Enable Duty System is enabled

The role that checked-in team members are automatically assigned. Only this role is notified when new support cases are raised. Only one role may be selected.

A role other than the ‘Support Team’ role should be used for the on-call role. The bot will assign this role when the user checks in and revoke it when they check out.

To send the duty panel

Review (optional)

If you would like users to be able to leave a review of this support service after receiving support.

Enable reviews (optional)

If enabled, the user can leave a review of this support service after the case has been resolved; in return, the user will receive a private message from the bot.

Kanal (optional)

Only available if Enable reviews is enabled

Channel to which the rating is sent for support.

Form

Field display name

The title of the input field

Field type

The type of input field:

  • Single-line text: A single-line input field
  • Multi-line text: An input field spanning multiple lines; line breaks are also possible
  • Option selection: Offers a selection of options from which a choice can be made – see Options
  • Checkbox: Offers a selection of options from which to choose; multiple options can be selected – see Options
  • Radio: Provides a list of options to choose from; only one option can be selected – see Options
  • File: Allows a file to be uploaded, such as an image

Options

  1. Add option to create a new option
  2. Fill in the details:
    1. Emote: The emote displayed before the option
    2. Option name: The label for the option
    3. Option description (optional): A short description displayed below the label
    4. Option value (optional): The value displayed in the Team Dashboard, e.g. as a response

Placeholder

Text that is displayed when the text field is empty; this can be used as an example

Field description

A short description that appears below the label

Required

If enabled, the user must complete this field in order to submit this form

Character limit

What is the minimum number of characters a user must enter, and what is the maximum number of characters a user can enter.

You can create a maximum of 5 fields.

To delete a field *

moves the field up by 1

moves the field down by 1

Hold music (optional)

If you would like to keep the user entertained or provide them with information whilst they are on hold, you are welcome to use our hold music system.

Enable on-hold music

If enabled, the bot will join the waiting room when a user enters it. Depending on the time, the relevant audio will be played on a loop upon joining. The bot will not change the audio during this time. Naturally, a notification will also be sent here asking you to take over the case. When there are no longer any users in the waiting room, the bot will leave it again.

Music selection

to upload an audio file

to play the current file

Procedure

Opened

Joins the waiting room

The user enters the waiting room; shortly afterwards, the bot enters the room and immediately starts playing the ‘Open’ music track. The bot then sends a notification to the notification channel.

Taking on the case

The support agent can now take over the case using the notification, but to do so, they must already be in a voice channel. The bot then selects an available channel from the set category and moves both the user and the support agent into it.
If there are no other users in the waiting room, the bot will also leave it.

Der Aktive Fall

The supporter can now help the user resolve the issue via voice support. They can also take notes whilst doing so; the bot creates a thread for this purpose when the notification is sent. These entries are transferred to the Team Dashboard once the support session is complete. Another user can also be invited via /support invite.

Closure of the case

The case is closed when the user leaves the voice channel or the support agent closes the case in the notification. The bot disconnects the user, moves the support agent back to the previous voice channel and notifies them of the closure in the notification.

Notes

* Delete button

Regarding all Delete buttons ( ), this action cannot be undone! Not even by Support. So please be absolutely sure that this is what you really want to do.

Administrative closure

Server members who have the Manage Channels permission in Discord can always close support cases, even if they have not taken ownership of the case.

Auto Close for temporary channels

The support case is automatically closed and the temporary support channel is automatically deleted once all users have left the support voice channel and no user has joined the support voice channel within 10 seconds.

Commands

/support invite

Allows team members to invite people to the support waiting room. The selected user receives a direct message from the bot containing all the relevant information. The command has two parameters:

Required: The person you wish to invite to the support group.

/support times

Displays the scheduled support hours.

Suggestions

Collect user suggestions easily and let your users decide their relevance through voting.

Team management

Use our team management tools to manage your team professionally and provide them with the resources they need.