How to integrate Channel Talk, Dify, and Discord to generate response suggestions with Dify when a message is sent in the chat and notify Discord

“Are you overwhelmed with too many inquiries, constantly checking and responding?” “Even after handling them, the information isn’t shared within the team, leading to duplication...” Are you facing such issues?
Channel Talk is a chat tool utilized by many companies for customer communication. By integrating Dify and Discord, it becomes even more convenient.

In this automation, AI generates and notifies response proposals for the person in charge, reducing manual workload. Previously, programming was required, but with our Flowbot template, you can implement it without any code. This article explains the detailed setup, specific benefits, and usage scenarios. Please read to the end.

Recommended for

This Flowbot is perfect for the following people:

Those who want to efficiently handle customer support
Those who want to maintain a consistent quality of responses
Those who are new to automation
Those who want to improve customer satisfaction
Those who want to reduce the workload of the entire team

Benefits and 3 specific use cases of generating response proposals with Dify and notifying them on Discord when a message is sent in Channel Talk chat

We considered the convenience of this automation from the perspective of customer support representatives, quality control personnel, and team leaders.

1. Streamline customer support with Channel Talk and provide accurate responses

When a chat starts in Channel Talk, Dify uses AI to automatically create a response proposal and immediately notifies it on Discord. Therefore, the person in charge can reduce the time spent creating responses and proceed with replies quickly.
For example, in customer support that receives many inquiries daily, AI generates response proposals based on learned content for frequently asked questions. The person in charge only needs to check and modify this draft, which may lead to maintaining the quality of responses while also reducing work time.

2. Review and modify AI-generated responses to prevent quality variation

Dify generates response proposals based on previously learned responses, creating consistency in the output. This allows even inexperienced staff to provide high-quality responses, contributing to the improvement of the overall team’s response quality.
For example, in B2C customer support, AI generates highly accurate response proposals for inquiries about common product returns or operation methods. Even new staff can easily maintain a consistent quality of response by checking and modifying this draft before sending it to the customer.
Additionally, by notifying the response proposal on Discord, managers can immediately check the content and make minor adjustments if necessary.

3. Instantly identify and appropriately follow up on unresolved inquiries

By notifying the response content on Discord, the unresolved status becomes visible to the entire team.
For example, a support team leader can check the notifications received on Discord and quickly identify unresolved inquiries. If there are inquiries about urgent matters like “product delivery delays” or “system troubles,” they can immediately assign a person in charge, enabling a swift response. This minimizes delays in response and helps maintain customer trust.

From here, we will explain the setup method for the automation of “creating a response with Dify and notifying it on Discord when a ticket is created in Channel Talk” using Yoom’s Flowbot template.

[What is Yoom]

How to generate response proposals with Dify and notify them on Discord when a message is sent in Channel Talk chat

Integration Process

Register My Apps on Yoom (Channel Talk, Dify, and Discord)
Copy the template
Set up app triggers and app integration
Turn on the trigger button and start integration

Items to Prepare in Advance

Channel Talk

Channel Talk account information (for operating the management screen)
Access Token
- Open the settings from the left menu list in the channel settings, and click on Security & Development. You can obtain the secret key (access token) by clicking on +Create New Authentication Key from API Management.

Access Key

Once you create an authentication key as mentioned above, you can also obtain the access key.

Dify

Dify account information (for operating the management screen)
App (Chatbot)
- How to create: Dify Official App Creation
Access Token
- Obtain from the Dify app.
- Open the created app and select "Monitoring" from the left menu bar.
- Click on "API Key" for Backend and Service API.
- In the API Secret Key popup, select "+Create New Secret Key" to display the API Secret Key. This corresponds to the access token. More details: Dify My App Registration Method and What You Can Do by Linking

Discord

Discord account information (necessary for operations from the management screen)
Access Token (Obtaining Bot Token)
- Help: Discord Bot My App Linking Method
Channel ID to Send Notifications
- Can be obtained within the Discord channel. Right-click the gear icon in the channel list, and the channel ID will be displayed at the bottom of the menu.

Step 1: Setting Up My App Integration

Here, you will set up the registration of the app information to be integrated into Yoom. Log in to the Yoom workspace and click on +New Connection on the My Apps screen.

A list of apps that can be connected to Yoom will be displayed. Search for the app to be integrated this time from the search window and proceed with My App registration.

Channel Talk

Click on the app name from the search results. A screen will appear to enter the values obtained from Channel Talk.

Account Name
- Enter a value that is easy to identify. Use a value that can identify the account, such as an email address.
Access Token
Access Key
- Enter the values obtained in advance.

After entering the required fields, click the "Add" button to complete the registration of Channel Talk My App.

Dify

Click on the app name from the search results. A screen will appear to enter the values required for integration.

Account Name
- Enter any value. It is recommended to use a value that can identify the account, such as an email address.
Access Token
- Enter the values obtained in advance.

After entering the required fields, click the Add button to complete the registration of Dify My App.

Discord

Click on the app name from the search results. A screen will appear to enter the values required for integration.

Account Name
- Enter any name.
Access Token
- Enter the Bot Token.

Yoom Help: Discord Bot My App Linking Method

After entering the required fields, click the Add button to complete the registration of Discord My App.

Step 2: Copy Yoom's Flow Bot Template to My Project

Click on this banner.

A template will be copied to My Project. You can access My Project from the left menu bar.

Step 3: App Trigger "When a New Ticket is Created"

Click on the first step of the template.

Here, you will set up to retrieve ticket information issued by Channel Talk.

(1/2) Select Integration Account and Action

This item is already pre-configured.

App Trigger Title
App
Account Information Integrated with Channel Talk
Trigger Action

→ Click Next.

(2/3) API Detailed Settings for App Trigger

Webhook Name
- Enter any value according to the purpose. Example: When Chat Starts
Access Key
- Enter the access key obtained from Channel Talk.

(3/3) API Detailed Settings for App Trigger

Webhook Event
- Start a new chat in Channel Talk and click Test.

→ Click Test. → Success. The following items can be retrieved. These will be used in Dify's prompt (instructions).

→ Click Save.

Step 4: Integrate with App "Send Chat Message"

Click on the second step of the template.

Here, you will set up the prompt (instructions) to be sent to Dify.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Integrated with Dify
Trigger Action

→ Click Next.

(2/2) API Connection Settings

query
- Quote the inquiry content from the customer.
- Click the edit field to display the output obtained from Channel Talk. The code {{details}} is embedded in the pre-settings, but you can customize it by quoting other codes.

‍

user
- Set an arbitrary identifier in alphanumeric characters.
Variable

Not mandatory, but utilizing it can make prompts and notifications more flexible and efficient. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing setup effort while providing tailored responses to users.

→ Click Test. → Success. You can obtain Dify's response proposals (response content), etc.

→ Click Save.

Step 5: Integrate with App "Send Message"

Click on the third step of the template.

Here, you will set up the template message to be notified to Discord.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Integrated with Discord
Trigger Action

→ Click Next.

(2/2) API Connection Settings

Channel ID
- Click the edit field to display the linked channels as candidates. Select the channel to notify, and the ID will be quoted. Alternatively, enter the ID obtained from the channel.

Message Content
- Create the template message to be notified.

Click the edit field to embed values obtained from the previous operation (Send Chat Message to Dify). By quoting the actual Channel Talk detail code and posting Dify's response content, you can easily verify consistency.
- Discord mention settings are also possible.

→ Click Test. → Success

→ Click Save. This concludes the steps.

Step 6: Turn ON the App Trigger

Once all steps are configured, a completion screen will be displayed.

Turn ON the Trigger to activate the flow bot. You can toggle it with the switch at the top left of the template.

The flow bot setup was completed easily without programming. This is the template used this time.

Make the Most of It! 3 Automation Picks Using Dify and Channel Talk

In addition to integrating Dify, Channel Talk, and Discord, you can expand the scope of automation by connecting with other apps.

1. Automatically Generate and Notify Google Form Responses

When there is an inquiry via Google Forms, Dify creates a response and notifies Discord. This reduces effort and allows for immediate action, improving work efficiency.

2. Automatically Respond to and Share Zendesk Ticket Content

When a new ticket is created in Zendesk, Dify automatically generates a response and notifies Discord. This ensures prompt action and smooth information sharing.

3. Automatically Respond to Intercom Conversations and Notify

When a new conversation starts in Intercom, Dify creates a response and shares it on Discord. This allows for efficient handling and keeps the entire team informed.

Summary

Let's streamline customer support by integrating Channel Talk, Dify, and Discord with Flowbot, which allows easy automation without the need for programming. This flow is also found to be helpful in quality control and preventing missed responses. The more cases you handle, the more noticeable the effect will be. Please consider implementing it at this opportunity. You can start a trial from the banner below.

Well then, see you again!