ModMail & Bring-in
Last updated
Last updated
ModMail is a way for your community members to speak with the staff team through your Home Bot.
Bring-in, on the other hand, is a subsidiary Module of ModMail that does the reverse. Instead of community members contacting your staff team through the bot, the staff team can bring in a user for questioning or any reason.
When members DM the bot with their query/concern, they will be greeted with up to 8 categories (all set up by you!), and from them they can select the one that suits their needs the most.
Upon confirmation, a ticket will be created in your server, where your staff team can speak to the ticket author through your Home Bot.
When a ticket is closed, a ticket transcript will be sent to the channel you selected during configuration. It will contain a link which visualizes the ticket history once opened.
Bring-ins utilize a feature called Severity. It allows administrators to create essentially tags that their staff team select from when bringing in a user. These tags come with a message that is displayed when a bring-in is successful.
Of course, sometimes the user's DMs might be closed and the bot will be unable to DM them. Hence, your Home Bot will initiate the backup Bring-in functionality:
A ticket channel will be created with a button attached to the ticket information message. This button, upon being pressed, will add the target of your bring-in to the ticket for you to converse with them as you would with the traditional ticket bots. This allows you and your staff team to prepare yourselves, and once ready, you can press the button and bring the user into the ticket.
Editing/Deleting a message in DMs or the ticket carries over to the other end, just as a normal chat would. These edited/deleted messages are logged in a separate channel.
Staff are notified in the ticket if the ticket author leaves the discord.
Staff are "bumped" (pinged) every 12 hours if there has been no response in the ticket, and can optionally pause all bumping for 24 hours or permanently for that specific ticket—both of which are irreversible.
Your Home Bot will appear to be "typing" in the channel when the ticket author is typing in DMs.
={message}: send a message to the ticket author.
=anon {message}: send an anonymous message to the ticket author.
=close [optional: time]: close a ticket [optionally after a delay (e.g. 10m, 10 hours, 1day)]
=subscribe: subscribe to the ticket; get pinged whenever the ticket author sends a message.
=unsubscribe: unsubscribe to the ticket; no longer be pinged.
=cmove {category_id}: move the ticket channel to a set category.
=rename {name}: rename the ticket channel.
To put it simply, Home Bots allows you to add an identifier to your staff members. This staff identifier consists of a display name and an optional position. Staff identifiers will be displayed to users when a staff member sends a message in a ModMail or Bring-in ticket instead of your Discord username—appearing in this manner: [{POSITION}] [display_name].
/config staff_identifier)By default, only members with the Administration permission can use this command.
Change a staff member's ModMail & Bring-in identifier.
staff: The staff member whose name is to be changed.
name: The name to be assigned to the staff member.
position: (Optional) The position to be assigned to the staff member.
