Integrations
Every way into the inbox besides the widget, and where each one is set up.
| Channel | Customers can start a conversation | Team replies from | Set up at |
|---|---|---|---|
| Yes, by writing to your support address | The inbox, or a mirror thread | Integrations → Email | |
| Discord tickets | Yes, with the ticket panel button | The inbox, or a mirror thread | Integrations → Discord, under Server |
| Discord mirror | No | The mirror thread, or the inbox | Integrations → Discord, under Mirror |
| Slack mirror | No | The mirror thread, or the inbox | Integrations → Slack |
A reply goes back the way the customer came in. An email conversation gets an email, a Discord ticket gets a message in its channel, and a widget conversation gets the reply in the widget. Every conversation lands in the same inbox, answered by the same agent, with one row per person in Customers.
The widget and the other components are set up in code. See Install the widget and Components. To build your own front end on the REST API, see Build your own widget.
Who can change them
Admins and owners connect, switch and disconnect integrations. Members see the same pages read only. See Roles.
Notes, tool runs, tool approvals and pings in Slack and Discord work per person, once each teammate links a chat account. See Work from Slack and Discord.
When one breaks
Integration problems do not appear under Needs fixing on the dashboard. Look here instead:
| Where | Shows |
|---|---|
| Bot online or Bot offline on Integrations → Discord and Integrations → Slack | Whether Median’s bot is connected |
| A system line in the conversation | A reply that could not be emailed, or could not reach Discord |
| Logs, with Type set to Email or Integrations and Status set to Failed | Emails that failed to send or arrive, and Discord ticket replies and mirror posts that were not delivered. Admins and owners only |
Each page has its own errors table. See Email, Discord and Slack.