Replying And Tone

Replying is more than sending a message. It is how we set expectations, calm situations, and move problems toward resolution.

Reply Types

• Standard replies show your role and, by default, your name.
• Anonymous replies show your role only.
• Real replies always show your name, even if anonymity is forced.

Use anonymous replies when the topic is sensitive or when multiple staff are involved. Use real replies when accountability matters.

Reply Commands

• !reply <text> or !r <text> sends a standard reply to the user.
• !anonreply <text> or !ar <text> sends an anonymous reply that only shows your role.
• !realreply <text> or !rr <text> forces your name to appear even if anonymity is enabled.

Display Roles

Your display role is what appears next to your reply. If it is wrong or outdated, update it before continuing the thread.

• !role shows your current display role.
• !role reset resets it to the default.
• !role <role name> sets it to a role you already have.

Outside a thread, these commands set your default display role for future replies.

The Response Structure

A strong reply usually has four parts:

• Acknowledge the issue.
• Clarify anything missing.
• Provide the next step or action.
• Close the loop with what happens next.

Example structure: "Thanks for reaching out. I want to make sure I understand. Can you confirm your in-game name and the time this happened? Once I have that, I will review and follow up here."

When To Ask A Question First

If a message is vague, ask one focused question before giving an answer. This prevents wrong assumptions and reduces rework.

De-Escalation And Boundaries

If a user is upset, acknowledge the feeling and redirect to facts. Do not mirror hostility. Set boundaries without lecturing.

Example: "I understand this is frustrating. I can help if we keep the conversation respectful. Can you share the time and match ID?"

Editing And Deleting

Mistakes happen. Edit or delete your reply instead of sending a correction that adds confusion.

• !edit <number> <new text> edits your previous reply using its message number.
• !delete <number> deletes your previous reply using its message number.

Tone Guidelines

• Be calm, factual, and respectful.
• Avoid sarcasm or inside jokes.
• Keep replies short and readable.
• Never promise outcomes you cannot guarantee.

Rule of thumb: if a response would look bad in a screenshot, do not send it.