The Problem
Software products with Discord communities drown in repetitive support questions. Half the tickets are 'how do I do X' already answered in the docs. The other half are license-reset requests that need a human decision but get stuck in the queue while the manager catches up. The VA team gets buried, response times slip, customers leave.
The Build
I built a custom JavaScript bot that listens to the product's Discord support channel and routes tickets into one of two n8n workflows based on type. For general support, the workflow logs the ticket to Google Sheets and runs the question through a Groq AI prompt that uses a Google Sheets FAQ as the source of truth. If the AI matches a known answer, it replies in Discord and closes the ticket. If not, it escalates to the human VA. For license resets, the second workflow runs the customer's reason against a separate knowledge base, generates an AI suggestion (valid or not valid), and sends the suggestion to the manager so they can act immediately. I locked the AI prompt down so customers only get product answers, not off-topic chat.
The Outcome
The VA team stopped answering the same five questions over and over. License resets get a human decision faster because the manager already has the AI's recommendation attached. Response times dropped, the support queue stays shallow, and the AI handles the easy questions so the team can focus on real edge cases.
Stack
n8n
JavaScript
Google Sheets
Discord
Groq
Webflow
Google Drive
Gmail