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Before launch, confirm:
  • The workspace name and image are correct.
  • Admins can configure the workspace and moderators can access Inbox.
  • Discord is connected and the contact panel is posted.
  • Ticket Flow is enabled.
  • Marno has at least one ready knowledge source.
  • Marno’s answer mode, ticket limits, auto-resolve settings, and office hours are correct.
  • Knowledge Test returns a supported answer.
  • A Sandbox Ticket follows the expected answer and handoff rules.
  • The plan has enough AI answers, seats, knowledge sources, and specialist capacity.

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Test the customer flow

  1. Open the contact panel in Discord.
  2. Create a ticket and confirm it appears in Inbox.
  3. Review Marno’s answer and source evidence.
  4. Reply, assign, and close the ticket.
  5. Check the shared transcript if the customer received one.
After launch, watch Inbox and Analytics. Add a specialist when one support lane needs its own knowledge or connected app.