diff --git a/blog/23-04-2026-voice-support-early-access.md b/blog/23-04-2026-voice-support-early-access.md index 402a08af..297aad80 100644 --- a/blog/23-04-2026-voice-support-early-access.md +++ b/blog/23-04-2026-voice-support-early-access.md @@ -109,6 +109,5 @@ Voice Support is in early access for a reason. Edge cases we haven't hit yet, fl ours, features we cut and probably shouldn't have - this is the window to tell us. Drop notes in the [SCNX Discord](https://scootk.it/dc-de) or on [Featureboard](https://featureboard.net). - Greetings from Munich,\ -\- Simon \ No newline at end of file +\- Simon diff --git a/docs/support-bot/voice-support/intro.md b/docs/support-bot/voice-support/intro.md index 5d8c4e8a..a511dda2 100644 --- a/docs/support-bot/voice-support/intro.md +++ b/docs/support-bot/voice-support/intro.md @@ -41,22 +41,22 @@ Users with any of the configured [priority roles](/docs/support-bot/voice-suppor Voice support can be in one of two states: **open** (users can queue) or **offline** (users can't reach your team). Two state modes decide which it is: -| Mode | When it's open | -| ---------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| `staff-presence` | Whenever at least one staff member is sitting in a support channel. This is the default - when all staff leave voice, the queue closes automatically. | +| Mode | When it's open | +| ---------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | +| `staff-presence` | Whenever at least one staff member is sitting in a support channel. This is the default - when all staff leave voice, the queue closes automatically. | | `opening-hours` | During the [opening hours](/docs/support-bot/general/opening-hours) configured for your bot, regardless of whether staff are in voice. Combine with [staff summon](/docs/support-bot/voice-support/configuration#staff-summon) to ping your team when users arrive but nobody's connected yet. | While voice support is offline, you can optionally leave the channel unlocked and play [closed-state music](/docs/support-bot/voice-support/configuration#closed-music) so users can wait inside the channel until you reopen. ## Main components {#components} -| Component | Purpose | -| --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| **Queue channel** | The voice channel users join to queue up. Can live inside or outside the support category. | -| **Support category** | A Discord category whose voice channels (except the queue channel) are treated as staff support channels. Users get pulled into these. | -| **Dashboard channel** | A text channel where the bot posts a live status embed - open/offline, staff count, current queue, active calls, and a **Pull Next User** button. | -| **Thread mode** | Optional: when a staff member pulls a user, the bot creates a private thread under the dashboard channel with call metadata, prior history, and buttons. Notes, debriefs, and feedback are posted into the thread. | -| **Staff summon** | Optional (opening-hours mode only): when users are waiting but no staff are connected, the bot posts a ping into a configured channel with the number of waiters and the first person in line. | +| Component | Purpose | +| --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | +| **Queue channel** | The voice channel users join to queue up. Can live inside or outside the support category. | +| **Support category** | A Discord category whose voice channels (except the queue channel) are treated as staff support channels. Users get pulled into these. | +| **Dashboard channel** | A text channel where the bot posts a live status embed - open/offline, staff count, current queue, active calls, and a **Pull Next User** button. | +| **Thread mode** | Optional: when a staff member pulls a user, the bot creates a private thread under the dashboard channel with call metadata, prior history, and buttons. Notes, debriefs, and feedback are posted into the thread. | +| **Staff summon** | Optional (opening-hours mode only): when users are waiting but no staff are connected, the bot posts a ping into a configured channel with the number of waiters and the first person in line. | ## Key features {#features} diff --git a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md index f1e1d5f7..e712be3f 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md @@ -12,11 +12,11 @@ Egal ob du eine kleine Community oder einen großen Server mit tausenden Mitglie ## Drei Systeme, ein Bot {#two-systems} -| | [Modmail](/de/docs/support-bot/modmail/intro) | [Ticket-System](/de/docs/support-bot/ticket-system/intro) | [Voice Support](/de/docs/support-bot/voice-support/intro) | -| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- | +| | [Modmail](/de/docs/support-bot/modmail/intro) | [Ticket-System](/de/docs/support-bot/ticket-system/intro) | [Voice Support](/de/docs/support-bot/voice-support/intro) | +| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | | **So funktioniert's** | Nutzer erstellen Tickets, indem sie deinem Bot eine DM senden. Nachrichten werden zwischen den DMs des Nutzers und einem privaten Team-Kanal weitergeleitet. | Nutzer erstellen Tickets über Knöpfe, Dropdown-Menüs oder Befehle auf deinem Server. Für jedes Ticket wird ein privater Kanal erstellt. | Nutzer treten einem Sprachkanal bei, um sich in die Warteschlange zu stellen. Teammitglieder holen sie nacheinander in ihre eigenen Support-Sprachkanäle. | -| **Ideal für** | Server, die eine private, DM-basierte Support-Erfahrung wollen. Nutzer müssen nicht in einem öffentlichen Kanal interagieren. | Server, die einen kanalbasierten Support-Ablauf wollen, bei dem alles direkt auf dem Server passiert. | Server, die mit Nutzern per Voice sprechen möchten - Onboarding-Gespräche, 1:1-Coaching, Live-Fehlersuche. | -| **Einzigartige Features** | Anonyme Nachrichten, Snippets (Schnellantworten), Tipp-Weiterleitung, Bearbeiten/Löschen von Nachrichten | Ticket-Limits pro Thema, benötigte Rollen pro Thema, Knopffarben pro Thema | Priority-Warteschlange, Wartemusik, Closed-State-Musik, Notizen & Verlauf pro Anruf, Debrief-Formular, Anruf-Thread im Dashboard-Kanal | +| **Ideal für** | Server, die eine private, DM-basierte Support-Erfahrung wollen. Nutzer müssen nicht in einem öffentlichen Kanal interagieren. | Server, die einen kanalbasierten Support-Ablauf wollen, bei dem alles direkt auf dem Server passiert. | Server, die mit Nutzern per Voice sprechen möchten - Onboarding-Gespräche, 1:1-Coaching, Live-Fehlersuche. | +| **Einzigartige Features** | Anonyme Nachrichten, Snippets (Schnellantworten), Tipp-Weiterleitung, Bearbeiten/Löschen von Nachrichten | Ticket-Limits pro Thema, benötigte Rollen pro Thema, Knopffarben pro Thema | Priority-Warteschlange, Wartemusik, Closed-State-Musik, Notizen & Verlauf pro Anruf, Debrief-Formular, Anruf-Thread im Dashboard-Kanal | Alle drei Systeme teilen sich [allgemeine Funktionen](/de/docs/support-bot/general/bot-configuration) wie Öffnungszeiten, Formulare, Statistiken, Ticketauslastung, geschätzte Wartezeiten und mehr. Nicht sicher, welches System das richtige ist? Schau dir den [Feature-Vergleich](/de/docs/support-bot/feature-comparison) an.