SpellWare

Past work

One help channel across Discord, GitHub and Slack.

A unified support workflow that brings community questions from Discord, GitHub and Slack into one place, with automation to track and answer them.

Start a conversation All past work

Challenge, approach and outcome.

The challenge

Questions asked on Discord and GitHub were going unanswered. The support team had no visibility into them, and were not actively engaging on those platforms.

The approach

Naomi bridged those conversations into the team's internal Slack, which put fresh eyes and new engagement on support queries.

When someone asks a question, the bot opens a thread in Slack. When the user follows up in their Discord or GitHub thread, their messages appear in Slack. Staff can reply from Slack, and the reply is posted to the user's original thread.

The outcome

Response times and the number of tickets that received a human response both improved significantly. There are no figures to publish.

What was done.

Taken word for word from Naomi's published work history.

Deepgram

Community Bot Engineer, July 2023 to June 2024

  • Implemented functionality to move messages from standard channels to forum channels, and designed a scheduled messaging system to guide users towards appropriate channels
  • Integrated AI capabilities to automatically answer new questions in forum channels, with a feature for marking responses as correct answers
  • Created daily and weekly aggregations of unanswered questions, with a reminder system for inactive questions after seven days
  • Designed cross-posting functionality to the GitHub discussion board for answered questions
  • Developed a tracking system for community health indicators, including unanswered, answered, and closed questions and questions moved by the bot, with a dashboard for easy monitoring
  • Implemented a feature to post feedback messages to ProductBoard, and designed a system for cross-posting between Discord and GitHub

Deepgram

Developer Experience Consultant, June 2024 to May 2025

  • Streamlined community management processes across multiple platforms and implemented efficient systems for tracking and addressing developer inquiries
  • Optimised feedback collection and its integration into the product development cycle

Deepgram

Developer Experience Engineer, May 2025 to March 2026

  • Designed and built a unified, multi-platform support-ticketing architecture (Discord, GitHub, Slack, ticketing system) with AI-based enrichment, replacing a legacy syndication tool
  • Designed and built an internal AI support assistant for Slack and Discord on top of a teammate's LLM backend, replacing two paid third-party tools, including a self-serve OAuth billing flow positioning it for public marketplace distribution

In their words.

Quoted from the people who worked with us, word for word.

"Naomi built a streamlined Slack workflow to syndicate messages across the platforms. This enables people like me to easily respond to messages from customers without needing to bounce around to different platforms and makes it easier to track information."

Christine Chapman, Deepgram,

"Our community help channel has streamlined our ability to engage with users on Github Discussions and Discord helping us deliver a stellar community experience"

Internal feedback, anonymised,

"Naomi built our incredible syndicated community help channel which among other things made it easy for us to see customer feedback and help customers more quickly."

Internal feedback, anonymised,

Read all testimonials

This is the kind of work behind the services below.

Community Operations

The day-to-day running of your community, so your team can stay focused on the product.

Custom Software

Purpose-built tools, scoped and delivered against clear milestones.

Want results like these?

Tell us about your community or project, and we will tell you honestly whether we can help.

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