Discord AI Bot

A comprehensive Discord bot for Glific support with AI-powered responses, ticket management, and analytics tracking.

🚀 Features

• AI-Powered Support: Automated responses to support questions using OpenAI Assistant
• Ticket Management: Complete support ticket lifecycle with closure tracking
• Rating System: User feedback collection with thumbs up/down reactions and star ratings
• Google Sheets Integration: Automatic logging of tickets, feedback for analytics
• Metrics & Analytics: Support performance tracking and reporting

📋 Prerequisites

• Node.js (v16 or higher)
• Discord Bot Token
  • Create a new bot in Discord Developer Portal and enabled Message Content intent.
  • Install the bot in a test server using Discord Provided Link (You need to be a server admin)
  • After installing limit bot to test channel in Server Settings > Integrations > Bots > Manage
• OpenAI API Key (For first AI Response)
  • You also need to create a new prompt in OpenAI Platform for the assistant response and save id into OPENAI_PROMPT_ID
• Google Cloud Service Account (For Google Sheets Integration)
  • Create a new service account and download the JSON key file.
  • Add the service account email to the Google Sheet and grant it Editor access.

🧪 Testing Locally

1. Set up environment variables

cp .env.example .env

Fill in the required values in .env:

Variable	Where to find it
BOT_TOKEN	Discord Developer Portal → Your App → Bot → Token
GUILD_ID	Discord → Server Settings → Widget → Server ID (enable Developer Mode first)
CHANNEL_ID	Right-click the forum channel in Discord → Copy Channel ID
OPENAI_API_KEY	OpenAI Platform
OPENAI_PROMPT_ID	OpenAI Platform → Prompt for Assistant Response
GCP_CLIENT_EMAIL	Google Cloud → IAM → Service Accounts → your service account email
GCP_PRIVATE_KEY	Google Cloud → Service Account → Keys → Add Key (JSON) — copy the private_key field
SPREADSHEET_ID	From the Google Sheet URL: docs.google.com/spreadsheets/d/<SPREADSHEET_ID>/edit
GITHUB_TOKEN	GitHub → Settings → Developer settings → Personal access tokens (needs repo scope)
GITHUB_REPO_OWNER	GitHub username or org name
GITHUB_REPO_NAME	Repository name

LOG_FLARE_SOURCE and LOG_FLARE_API are optional — the bot runs fine without them. GITHUB_* is optional — the bot runs fine without them.

2. Install dependencies

yarn install

3. Run in dev mode (hot reload)

yarn dev

The bot will connect to Discord and log Bot is ready! when it starts. Slash commands are registered automatically on startup.

4. Test a ticket flow

1. Open the configured forum channel in Discord
2. Post a new thread — the bot should reply automatically with an AI response and feedback buttons
3. Use /close-ticket inside the thread to close it
4. Check the Google Sheet — the row should populate with timestamps, the conversation transcript, and (after a few seconds) an AI-assigned Issue Category

Troubleshooting

• Bot doesn't respond to new threads: confirm CHANNEL_ID matches the forum channel, not a text channel
• Sheet not updating: verify the service account has Editor access to the spreadsheet
• Issue Category column empty: ensure the Conversation and Issue Category column headers exist in the "Tickets" sheet tab

🤖 Bot Commands

Slash Commands

• /askglific <question> - Ask a question to the AI assistant
• /post <link> - Share a social media post with the team
• /close-ticket [description] [closed-on] - Close a support ticket
• /support-metrics <days> - Get support metrics for specified time period

Automatic Features

• Thread Creation: Automatically responds to new support threads with AI-generated answers
• Feedback Collection: Adds reaction buttons for rating AI responses
• Ticket Closure: Collects ratings when tickets are closed

📊 Analytics & Reporting

The bot automatically tracks:

• Response times
• Closure times
• User satisfaction ratings
• AI response effectiveness
• Support volume metrics

All data is stored in Google Sheets for easy analysis and reporting.