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The account is a Moderator. Moderators can work tickets in Inbox. An owner must change the member to Admin before they can open Home, Agents, Integrations, Ticket Flow, Sandbox, Analytics, Team, Notifications, Billing, or Settings.
Finish every step in Integrations. Confirm that Marno can view and post in the selected channel. After changing the panel, update and repost it, then remove old panel messages from Discord.
Check Supported sources. Websites must be public, Google Docs need link-view access, YouTube videos need captions, and PDFs need extractable text. Confirm you added the source to the intended agent.
Check the monthly AI-answer allowance and budget. Confirm that Marno’s relevant source finished processing and is enabled, then try a new Knowledge Test.
Confirm that the specialist is Live and its job matches the question. Check its own knowledge and connected apps. Marno asks a specialist only when its lane is useful.
Confirm that the app is on the intended specialist and the workspace account shows Connected. Make the specialist’s job specific, then test a question that clearly requires the app.
Confirm that the plan includes public channels, Discord is connected, the channel is enabled under Agents → Marno → Settings, limits have room, and the per-person cooldown has passed.
Customer replies are limited to assignees, members of assigned work roles, admins, and the owner. Other moderators can still add private team notes.
Allow browser notifications for desktop alerts. For Discord alerts, link your personal Discord account and enable both the event and ticket priority.