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Overview

Lane Scrims’ Modmail Bot is a Discord bot designed to streamline communication between server members and the staff team. Instead of members sending questions or concerns into public channels, Modmail creates private threads where staff can interact with them directly. This helps maintain privacy, keeps public channels free of clutter, and allows staff to manage member requests efficiently. With Modmail, server members can report issues, ask for support, submit appeals, or raise questions without exposing their messages to the wider community. Staff can track, respond, and resolve these threads while keeping records, tagging messages for organization, and using built-in features like notes, tags, or transcripts. With Modmail, server members can report issues, ask for support, submit appeals, or raise questions without exposing their messages to the wider community. Staff can track, respond, and resolve these threads while keeping records, tagging messages for organization, and using built-in features like notes, tags, or transcripts.

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Why Use Modmail?

  • Privacy: Members can contact staff without exposing sensitive information publicly.
  • Organization: Each inquiry has its own thread, making it easier for staff to track and respond.
  • Accountability: Notes, tags, and transcripts allow staff to maintain clear records of interactions.
  • Efficiency: Templates, snippets, and quick command shortcuts speed up staff responses.

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Who Should Use This Documentation?

This guide is intended for all staff members responsible for handling Modmail threads, including moderators, support team members, and administrators. Even if you are experienced with Discord moderation, reading this overview ensures you understand the intended workflow, recommended practices, and the full capabilities of the bot.

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What This Documentation Covers

The documentation is divided into several major sections: Getting Started
  • Introduces the basic concepts of Modmail.
  • Explains the standard workflow for opening, replying to, and closing threads.
  • Provides a quick-reference cheatsheet for staff.
Using Modmail Threads
  • Covers all thread interactions, including sending different types of replies (anonymous, custom, or public).
  • Explains managing threads, renaming them, viewing metadata, and handling multiple tickets at once.
Moderation & Tools
  • Shows how to use notes, tags, and reminders to organize and annotate threads.
  • Explains how to pin messages, redact sensitive content, and maintain proper records.
  • Includes guidance on escalating threads when needed.
Extra Features
  • Covers search, history, snippets, templates, and quick access features.
  • Provides reference for settings staff may encounter while using the bot.
Miscellaneous
  • Includes best practices, common issues, frequently asked questions (FAQ), and a glossary of terms.
  • Helps staff quickly find solutions to problems and maintain consistent communication standards.
By following this documentation, staff members can ensure that all member inquiries are handled professionally, efficiently, and consistently. Each section is designed to give both command-level guidance and workflow context, so you’ll know not only how to use Modmail, but also why certain practices are recommended.