Modmail
Members DM the bot; your team replies as the server
Members DM the bot directly to reach your staff privately — each conversation opens a thread your team replies to as the server, so no individual moderator's personal account is ever exposed to the member.
Turning it on or off
Every server chooses for itself — switch Modmail on or off from your dashboard, under Support. When it's off: private messages to the bot will not reach your team.
Setting it up
- 1
Turn the module on
Members can then DM the bot directly — there's no panel or command to set up first.
- 2
Save a few snippets for your most common replies
The main time-saver once your team starts using it regularly.
- 3
Turn on auto-close if threads tend to go stale
Set the inactivity threshold to whatever feels reasonable for how responsive your team usually is.
Snippets
Reusable canned replies for the answers your team sends over and over — save one once, then insert it into any thread instead of retyping the same response.
Auto-close
Deliberately simpler than Tickets' full reminder-then-warning-then-close pipeline: a modmail thread with no activity for a set number of hours just closes automatically. It's off by default — turn it on if abandoned threads piling up is actually a problem for your team.
Commands
Tips & things people get wrong
- Unlike Tickets, Modmail has no per-category setup — it's a single, simple staff inbox by design. Reach for Tickets instead if you need multiple intake categories or public-facing panels.
- Because replies go out as the bot, a member in a modmail thread never sees which specific staff member is answering — worth knowing if your team wants replies to feel personal.