customer support Help Center

Connect DobroDesk integrations and import dataEvery connection needs a workspace with the right owner or admin access, an active Brand when the channel uses one, a destination Inbox and a reply mailbox when customers will receive a response.

Connect your support emailA custom-domain address is activated only after DobroDesk verifies incoming routing and authenticated sending for the domain.

Connect a WhatsApp support channelDobroDesk sends free-form WhatsApp replies only while Meta's current customer-care window is open. DobroDesk does not send template messages. Wait for a new customer message or use an approved template in Meta when the window has closed.

Connect a Telegram support channelRoute Telegram bot conversations to one Inbox with the right Brand and reply mailbox.

Connect a Slack support channelRoute selected Slack channels to one Inbox with the right Brand and reply mailbox.

Connect a Discord support channelRoute selected Discord channels and chosen direct messages to one Inbox.

Connect a Facebook Messenger support channelRoute Facebook Page messages to one Inbox with the right Brand and reply mailbox.

Connect an Instagram support channelRoute professional Instagram account messages to one Inbox with the right Brand and reply mailbox.

Connect Gmail or Google WorkspaceNew Gmail connections and reconnections are paused while Google reviews access to Gmail. Google sign-in still works. You can connect Outlook or an address on your own domain now. The Gmail steps below will be available after approval.

Connect Outlook or Microsoft 365A Microsoft account can use one address to sign in while its Outlook mailbox has another address. DobroDesk confirms the primary mailbox address and shows both values in diagnostics when they differ.

Connect a shared mailboxDirect Outlook mailboxes use a Microsoft webhook. Microsoft does not allow delegated webhooks for shared folders, so DobroDesk checks a delegated Shared Mailbox every minute with an overlapping window that prevents missed messages. Gmail shared accounts use the normal Gmail watch.

Connect an address on your domainReceive and reply from your real support address without Gmail or Outlook.

Migrate from CrispMove Crisp conversations, internal notes, attachments and Helpdesk articles into DobroDesk.

Migrate from FreshdeskConnect Freshdesk, test the mapping then move historical and recent changes.

Migrate from IntercomBring Intercom conversations and business context into DobroDesk in stages.

Migrate from ZendeskMove Zendesk tickets as chat-style support conversations with customer context.

Review, cancel or retry a migrationCancel stops the worker before it reads another page. Data already imported remains available. Retry continues an idempotent run so DobroDesk updates existing imported conversations instead of creating duplicates.

What a migration moves and how it stays safeDobroDesk imports supported articles and macros as drafts. Article drafts are unavailable to AI and the widget. Macro drafts are unavailable in the composer and carry no source actions. Review article drafts under Admin > AI & Automation > Knowledge sources and imported saved replies under Admin > Inbox > Saved replies, then activate only current business-critical content.

Ground AI drafts in approved knowledgeChoose what DobroDesk can use for drafts, agent assist and widget answers.

Configure AI replies for the website widgetAutomatic replies are useful only when DobroDesk has a reviewed answer for the customer's question. Create one public FAQ source for each language the widget supports. Do not rely on the model to invent missing product, billing or account information.

Choose a DobroDesk website widget setup pathYou can create and use a widget without connecting a mailbox. Choose Connect email later and select an Inbox. If the workspace has no Inbox, one is created using the widget name.

Find or regenerate a widget Integration IDDobroDesk generates a random public Integration ID when you create a widget. The loader or SDK sends this ID to DobroDesk to select that widget's public name, allowed websites, Inbox route, language and customer experience.

Understand live chat and the offline contact formDobroDesk uses the same saved website widget, support identity and Inbox route throughout the day. The message layout changes only to set the right expectation for the customer. You do not create a second integration for offline messages.

Send files and screenshots in the website widgetAttachments are available in both customer message layouts. In live chat, file and image actions sit inside the composer beside the Send button. In the offline contact form, Attachments appears as a separate form section before the request is submitted.

Add the website widget without editing codeComplete the widget setup in DobroDesk first. The widget must appear in the widget list and its Website addresses must include the public website.

Add allowed domains for the website widgetWebsite addresses is the field where you list the sites that may show your widget. Enter the beginning of each address: https:// plus the domain name. Do not include a page name, slash or path after it.

Route website widget conversations to an InboxYou can create and use a widget without connecting a mailbox. Choose Connect email later and select an Inbox. If the workspace has no Inbox, one is created using the widget name.

Configure widget identity and availabilityWorkspace name shown to customers appears in the widget header and customer-facing system messages. Use the company, brand or support team name a visitor already recognizes. Acme Support is clearer than an internal department code such as CX Team 2.

Test the website widget before launchTest the public website, not only the website builder preview. A private or incognito window behaves more like a new visitor and avoids old login sessions, cached files and earlier widget conversations hiding a setup problem.

Initialize the DobroDesk widget programmaticallyUse the programmatic SDK when the website is built as an application and the widget must start after consent, authentication, route selection or another application event. The standard script embed remains the simpler choice for a website builder or a site-wide custom code field.

Set the DobroDesk widget languageThe widget loads two kinds of language content. Interface text includes the launcher, buttons, field labels, validation and status messages. Customer content includes suggested answers and guided support paths approved for that locale.

Configure CSP for the DobroDesk website widgetContent Security Policy, usually shortened to CSP, is an advanced website security setting that limits which external services a page may load. Most website owners do not need to change it. Use this guide only when your website administrator confirms CSP is enabled or the browser reports that content from dobrodesk.com was blocked.

Troubleshoot the DobroDesk website widgetIf the checks above do not solve the problem, send enough information to reproduce it. Do not send your password or private account credentials.

Choose an enterprise workspace controlEach guide below owns a different administrative task. Start with the one that matches the change you need to make.

Set up SSO, SCIM and workspace access policyEnforcing SSO, replacing an identity provider or bulk SCIM deprovisioning can remove access. Request approval where DobroDesk requires it, then verify the resulting change in the audit history.

Create and revoke DobroDesk API tokensReview active and expiring tokens regularly. Revoke a token immediately when its owner leaves, its secret may be exposed or the integration is retired, then replace it only after updating the affected integration.

Configure DobroDesk outbound webhooksSend selected support events to an external system with endpoint signing, retries and visible delivery history.

Govern retention, exports and audit historyOpen Admin > Data > Audit log after a mailbox operation, access-policy change, AI decision or export. The record identifies the actor and scope so you can review the action without using the export itself as an audit trail.

Publish a customer Help CenterTurn approved public FAQs into a searchable Help Center with collections.

View and reply to support conversationsUse a private email link to reopen your support history without a password.

Create intake automation rulesWebhook delivery runs in the background and retries temporary failures. DobroDesk signs the exact request body with HMAC SHA-256 in X-DobroDesk-Signature.

Set teammate availability and workloadControl when a teammate receives automatic assignments and how much active work they can hold.

Route and assign conversationsSend each new conversation to the right Inbox then choose how eligible teammates receive it.

Move or reassign a conversationTransfer work to another Inbox or give it to one eligible teammate without losing context.

Set SLA policies and business hoursDefine response and resolution targets that count only during your support schedule.

Recover conversations from an unresponsive teammateReturn a waiting customer message to active coverage when its assignee does not respond.

Manage teammate roles and Inbox accessGive each workspace member the minimum access needed to manage or handle support.

Measure CSAT and teammate performanceRequest feedback after resolution and review live support quality metrics.

Manage teammate notificationsChoose when DobroDesk alerts you about assignments, voice calls, AI handoffs and SLA risk.

Set your language, date and time preferencesChoose how DobroDesk displays dates, times, weeks and time zones for your account.

Manage sign-in methodsReview your account email, passkeys and connected Google or Microsoft account.

Manage billing for your support workspacePlan and purchase history lists complimentary Basic access, redeemed codes and purchases for this workspace. A gift shows its start and end dates and a zero amount. You do not need to enter payment details to activate it.

Configure conversation fields, types and formsDefine the support metadata teammates use while handling conversations.

Create and use saved repliesReuse approved wording and safe conversation actions without copying text manually.

Configure AI reply automationSet the workspace default, Mailbox exceptions and channel defaults for AI replies.

Manage customers and companiesKeep customer identity and company context separate from conversation fields.

Connect HubSpot customer dataShow selected HubSpot contact and company context beside DobroDesk conversations.

Connect Shopify customer dataDobroDesk matches customers by verified email and shows up to ten recent orders from each connected store. Disconnecting stops future Shopify reads and actions without deleting conversations or customer-authored messages.

Connect Stripe customer dataStripe app review, external test data and remote verification remain separate gates. DobroDesk never treats missing credentials or provider approval as a successful remote connection.

Connect Notion knowledgeImport selected Notion pages as reviewable DobroDesk knowledge sources.

Connect Confluence knowledgeImport selected Confluence content as reviewable DobroDesk knowledge sources.

Create customer audiencesEvery rule in one audience must match: an audience is an AND. For example, a customer tagged premium at a company with example.com must meet both conditions.

Merge duplicate conversationsKeep one customer issue and its context in a single Conversation.

Log work on a ConversationRecord time spent on customer work without changing the conversation timeline.

Translate a conversation messageRead a customer message or prepare a reply in another supported language.

Configure Custom Objects for supportAdd structured customer, company or Conversation context that your team can use consistently.

Set VIP and tier SLA rulesApply the right SLA policy when customer or company priority changes the service commitment.

Test routing with a configuration sandboxReview a routing change before promoting it to your live support configuration.

Send targeted support noticesShow a time-bound support message to everyone or to one active customer audience.

Manage private Facebook and Instagram conversationsHandle private Messenger and Instagram messages in the Inbox that owns the connected channel.

Work in your DobroDesk support InboxTriage, assign and answer support conversations from one operational queue.

Connect an MCP client and revoke accessAuthorize an MCP client with a scoped DobroDesk connection and remove access when it is no longer needed.

Maintain support mailbox connectionsCheck mailbox health, manage aliases and recover a provider connection without losing the conversation history.

Pause, resume and reconnect support channelsControl the lifecycle of messaging channels without confusing a temporary pause with a deleted connection.

Collaborate on a conversationAsk another teammate or team to help, track a work item and keep the customer reply in one conversation.

Finish the Support Setup CenterOwners and admins can open Setup Center from the setup banner on Dashboard or the checklist action in the workspace top bar. The link preserves the current workspace route so opening setup does not discard a selected Conversation or settings detail.

Configure Procedures and ActionsOpen Settings > AI > Procedures and choose a template or create a Procedure from the supported action registry. Keep the trigger, Inbox or audience and action scope explicit.

Use browser voice safely in the website widgetLet a visitor explicitly start a browser voice session, understand human and AI modes and recover safely when the microphone is blocked.

Connect an X support channelConnect a customer-owned X Developer App and route public replies and direct messages to one Inbox.

Manage phone number routing and releaseSign in as a workspace owner or administrator. Other roles cannot load the number list or perform these actions.

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