FAQ

No. Clarify runs on our own bot out of the box — just add Clarify to your server and you're ready. Running your own bot is an optional extra called White Label: it lets tickets appear under your own name and avatar instead of "Clarify". Most servers never need it.

Yes — everything is editable at any time from the dashboard. Categories, panels, modules and integrations can all be reconfigured whenever you like, and changes take effect straight away. For secret fields (like keys and tokens), leaving the field blank when you save keeps the value you already stored.

A category is a type of ticket — billing, tech support, reports — with its own fields and its own forum. A panel is a message with a button or dropdown that members click to open a ticket. One panel can offer several categories. Set up your categories first, then build a panel that points at them.

For almost everyone: thread mode. It creates one tidy forum thread per ticket, which keeps your team's view searchable and organised. Server mode makes a private text channel per ticket instead — useful if you prefer channels. Legacy is older behaviour kept for backwards compatibility. You can change this any time in General settings, and read the full comparison under Tickets and modes.

No. Any secret you enter — PayPal, Tebex, GitHub, webhook secrets, your White Label bot token — is encrypted at rest with AES-256-GCM before it's saved. The dashboard never shows a stored secret back to you; it only shows a "set" marker, which is why editing says "leave blank to keep". Stripe goes a step further: it uses Stripe Connect, so no Stripe key is ever stored at all — only a reference to your connected account. See Encryption for the full picture.

No. Clarify is a middleman. When a member writes, the bot mirrors it into your team's forum thread; when a staff member replies in the thread, the bot relays it back to the member. Staff never message a member from their personal account, and their personal DMs stay private. Read how this works on The middleman and How Clarify works.

Only what a ticket needs: the messages exchanged in a ticket (and who sent them), your Discord login profile, and lightweight payment event notifications (a transaction id, amount and time — not full financial records) from connected providers. Full member rosters and unrelated messages are never sent. OAuth tokens and secrets are encrypted separately and never mixed into ticket data. See What leaves Discord and the Security overview.

You sign in with Discord, and access is tied to your server's admin roles. Permissions are re-checked on every request, so if you remove someone's access it takes effect immediately. More detail on Access control.

Yes. A member can either DM the bot or click a button on a panel in your server — both create a ticket. From the member's side it feels like a simple 1:1 chat; your team sees an organised forum thread with full context. See How Clarify works.

Connect a provider — Stripe, PayPal, Tebex or Patreon — and Clarify can look up a member's order, customer or membership right on the ticket. You can have it look up automatically when a ticket opens, or ask the member for an order/customer/subscription id as a ticket field. Results appear as tidy cards you design. Start at the Integrations overview.

Yes. Data connectors pull information from your own shop, CRM or API and display it on the ticket — no code required. They're built to only reach real, public endpoints, so they can't be tricked into hitting internal addresses. See Build a connector and Connector security.

Turn on Developer Mode, then right-click and copy.

Use White Label. You'll create a Discord application, add a bot, and paste its Client ID and Bot Token into the dashboard — we walk you through every click on that page. Your bot token is encrypted at rest like any other secret.