This solution demonstrates how to manage customer communications for Discord using the omni-channel capability of Twilio Flex
Users can get help from the official #Channels, which is automated by Seasalt.ai utilizing a knowledge base.
Users can use the `/helpme` slash command to trigger a direct message with an agent. The Customer Service Agent can be either automated (virtual agent) or manned by a live agent.
The customer service agent can properly refer to a knowledge base system for proposing articles about related queries.