Help Center: support guides

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 emailGmail forwarding is available now for receiving new messages without Google OAuth. Gmail sending from DobroDesk remains unavailable while Google reviews the gmail.send permission. Outlook is available with mailbox permissions. A support address on your own domain is available for workspaces approved for the private beta and requires delivery checks.

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 channelConnect a Telegram bot to an Inbox and verify the route with a test message before directing customers there, so teammates can reply from DobroDesk.

Connect a Slack support channelRoute selected Slack channels to one Inbox and choose the right Brand and reply mailbox. Messages from those channels arrive as conversations.

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

Connect a Facebook Messenger support channelConnect a Facebook Page to one Inbox and verify the Meta callback. Page messages can then reach the team as support conversations.

Connect an Instagram support channelConnect an Instagram account and Facebook Page to one Inbox. Meta callback verification lets eligible customer DMs arrive as support conversations.

Connect Gmail or Google WorkspaceGmail receive-only forwarding is available now and does not request Google OAuth access. Gmail sending from DobroDesk remains unavailable while Google reviews the gmail.send permission. This temporary setup receives only new messages that you forward. It does not connect Gmail for sending. Messages received through forwarding are automatically screened for spam using Cloudflare Workers AI, separately from AI draft settings.

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. New Gmail connections receive mail through forwarding. Existing Gmail connections with full synchronization retain their Gmail watch.

Connect an address on your domainRequest a support address if your workspace is approved for the private beta. Setup is manual for domains in the Cloudflare account connected to DobroDesk.

Migrate from CrispMove Crisp conversations, internal notes, attachments and Helpdesk articles into DobroDesk. Verify imported history, map Inboxes and capture recent changes.

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 conversationsThe customer portal shows only public conversations associated with the requested email address. It never exposes internal notes, workspace settings or another customer's history.

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 workloadSet teammate availability and assignment limits. New conversations route only to teammates who are available and below their active-work limit.

Route and assign conversationsRoute each new email or widget conversation to an Inbox, then choose the assignment mode and eligible teammates who receive it.

Move or reassign a conversationMove a conversation to another Inbox or reassign it to an eligible teammate. The new owner keeps its context and receives the right notice.

Set SLA policies and business hoursSet response and resolution targets around business hours. Agents see the next active SLA and one alert when a target is at risk or breached.

Recover conversations from an unresponsive teammateReturn a waiting customer message to active coverage if its assignee does not respond. Reassign it or send it back to the Inbox before it is missed.

Manage teammate roles and Inbox accessGive each teammate only the access needed to handle support. Admins manage the workspace while agents see permitted Inboxes and conversations.

Measure CSAT and teammate performanceComment, sensitive-case and cooldown options appear only while feedback requests are enabled. Turn requests off and save to stop new requests while retaining the saved options.

Configure mobile push notificationsChoose who delivers native app notifications and configure APNs or FCM only when DobroDesk should manage delivery.

Manage teammate notificationsChoose alerts for assignments, voice calls, AI handoffs and SLA risks. Urgent work reaches the right teammate without notifying everyone.

Set your language, date and time preferencesChoose how DobroDesk displays dates, times, weeks and time zones. Workspace locale is the default, with personal display preferences when set.

Manage sign-in methodsKeep at least one passkey you can still use before removing another. A passkey may also be available on another device through your password manager or a platform cross-device feature.

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 formsChoose a field when one value needs to stay attached to the Conversation. Choose a form when the same set of fields should appear together during a customer or teammate intake flow.

Create and use saved repliesKeep saved replies focused on repeatable guidance and leave customer-specific facts for the live conversation. Choose the smallest access scope that lets the intended teammates use the reply.

Configure AI reply automationSet AI reply defaults, mailbox exceptions and channel modes. Drafts and automatic replies stay within the scope and confidence range you approve.

Manage customers and companiesKeep the customer's verified identity in the customer record and shared business facts in the Company record. Store a delivery issue, conversation reason or one-off request on the Conversation instead.

Connect HubSpot customer dataConnect only the HubSpot account that owns the contacts and companies your support team is allowed to view. DobroDesk keeps the provider attribution visible so teammates can distinguish CRM context from customer-authored information.

Connect Shopify customer dataExisting Shopify connections remain usable in DobroDesk. New installations are currently unavailable because DobroDesk's public listing in the Shopify App Store cannot be opened. The steps below apply only if Shopify lists the DobroDesk app.

Connect Stripe customer dataThe screenshot shows the Stripe provider detail panel in the demo. It is a visual example only: complete the connection in your workspace after the required Stripe credentials and provider approval are ready.

Connect Notion knowledgeStart with a small set of stable support pages rather than importing an entire workspace. Keep private project notes, credentials and drafts outside the selected source scope.

Connect Confluence knowledgeChoose the site and spaces that contain maintained customer-support guidance. Do not use a broad site connection as a substitute for reviewing which pages the team is allowed to expose.

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 conversationsMerge only conversations that represent the same customer issue. Check the customer identity, channel and latest message before choosing the primary record because the merge cannot receive new messages on the duplicate afterward.

Log work on a ConversationUse a work log for time spent investigating, coordinating or completing a customer request when the duration matters to your team's reporting. Keep customer-facing text in the reply composer or an internal note.

Translate a conversation messageTranslation is a reading and drafting aid. It does not change the stored customer message, the conversation language or the approved source used by an AI answer.

Configure Custom Objects for supportModel an object only when the same structured record is useful across multiple Conversations or customers. A small set of clear fields is easier to route and audit than a copy of every provider attribute.

Set VIP and tier SLA rulesPut the most specific customer or company condition above broad Inbox rules so the intended commitment wins. Keep the rule limited to a segment that the team can identify consistently.

Test routing with a configuration sandboxUse a named change set for one routing change or a closely related group of changes. Keep the live configuration as the comparison point so reviewers can see which customer path will move.

Send targeted support noticesWrite the notice for the customer's next decision: explain what changed, who it affects and where to get help. Keep the audience and placement narrower when the message is relevant only to one product area or customer segment.

Manage private Facebook and Instagram conversationsPrivate Facebook and Instagram messages stay tied to the connected Page or professional account. Confirm the Brand, Inbox and reply mailbox before responding so the customer can continue in the same thread.

Work in your DobroDesk support InboxOn a wide screen, the selected conversation keeps its Customer, organization, links and routing context in the right panel. On a narrow screen, open that context from the conversation header so the conversation remains visible while you check or change details.

Connect an MCP client and manage accessAuthorize an MCP client with a scoped DobroDesk connection, review the responsible member and control access for that exact connection.

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.

Book an appointment in the website widgetThe website widget shows appointment times only when a published Procedure has a booking step and the connected service calendar can return availability. Test the same public website address that customers will use.

Use the microphone in the website widgetOpening the widget or loading a page does not start the microphone. Recording begins only after the visitor's action and permission.

Use browser voice safely in the website widgetStart browser calls with AI or a teammate, understand recording consent and fix common microphone or connection problems.

Connect an X support channelConnect a customer-owned X Developer App for public replies and DMs. Use PKCE and signed webhook checks. Your team remains responsible for API billing.

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

Connect DobroDesk to ZapierOpen the official DobroDesk invitation from Settings > Integrations > Zapier and accept it in the Zapier account that will run your automation. Anyone with owner or admin access to their DobroDesk workspace can use this setup link. The app is currently marked Invite Only in Zapier and is not listed in its public app directory.

API reference for the DobroDesk Zapier integrationThe Zapier integration uses the production HTTPS API at https://dobrodesk.com/api/v1. Send an active DobroDesk Access key in the Authorization header on every request.

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