Everything You Need to Support Your Discord Community

Feature overview

Answers from knowledge you control

Oncera does not need to read every conversation in your server. You assign a text channel as the FAQ and knowledge source, then keep the answers members should receive in that channel.

Support channels can receive an answer for every question. Normal channels can stay quieter, with the assistant replying only when mentioned or when a trigger word appears. Ignored channels remain muted.

Knowledge belongs to one server. A subscription covers one server, and the assistant does not share another community's knowledge.

• Assign one FAQ and knowledge channel from the dashboard.
• Write the question and the answer the way members should see them.
• Use support, normal, ignored and media roles to control where the assistant responds.
• Check the current knowledge limit for your plan before migrating a large FAQ.

Human handoff and ticket channels

When the assistant is unsure, it can ping the human-support roles you configured and post your handoff message. That keeps account, billing and unusual requests with people instead of an automatic guess.

For private conversations, the ticket workflow can create a private channel in the category you choose, with your support roles able to see it. Staff can relay a reply as the bot with `/ticket reply`.

Tickets are deliberately lightweight. Oncera is not a full helpdesk and does not replace an external ticketing platform or a human response-time promise.

Channel controls and moderation

• Support: answer every eligible question in the channel.
• Normal: reply when mentioned or when a configured trigger word appears.
• Media only and no media: enforce the media rules for that channel.
• Ignored: keep the assistant out of a channel entirely.
• Tickets: the destination for escalated support conversations.
• Training or FAQ: the knowledge source the assistant reads.

Channel roles are configured per server. Changing a channel's role does not change another server's settings.

Persona, language and moderation

Set the assistant's name, conversational tone and custom instructions from the dashboard. Choose automatic language matching, English or Hinglish, and add the trigger words your community already uses.

Optional moderation can time out members who send configured abusive words or phrases. Punishment logs can be sent to a channel so moderators can review what happened.

Usage, limits and administration

The dashboard shows monthly answers, direct messages, knowledge usage and the limits attached to the current plan. The same place handles billing and server settings.

Discord role permissions let you distinguish administrators, moderators and human-support contacts. A role mapping applies only to the server where you configured it.

What Oncera does not do

• It does not learn automatically from every message in your server.
• It does not guarantee that an answer is correct or complete.
• It does not replace a full helpdesk, provide an SLA or sync tickets to external systems.
• It does not provide a free trial.
• It does not share knowledge or settings between servers.

These limits are part of the product, not fine print. Use human handoff for sensitive or unusual requests.