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ANANTAcafe!Moderator handbookModerator Hall

ModMail and appeals

A calm place to keep the café welcoming.

Use private support for questions, reports and appeals. A member can open ModMail through the staff desk or message Taffy. A respectful appeal is not itself misconduct.

A safe ticket workflow

  1. Read the ticket header and existing conversation before replying.
  2. Use /mail claim to take responsibility, and coordinate if someone already owns the conversation.
  3. Ask for the case number, relevant message links and a concise explanation. Do not demand unrelated personal information.
  4. Read the original case and evidence. If your own action is being appealed, ask another moderator or admin to review it.
  5. Explain the outcome: upheld, shortened, reversed, or awaiting review. State only actions that have actually been completed.
  6. Leave an internal note linking the appeal and any new case. Use /mail release for a handoff, or close with a clear reason when the conversation is finished.

Replies versus internal notes

/mail reply text:Thanks for explaining. We are reviewing case 42 and the surrounding conversation. We will reply here once that review is complete.

/mail note text:Appeal for case 42. Evidence reviewed: ... Proposed outcome: ... Assigned reviewer: ...

The note command is staff-only. The reply command goes to the member. Do not confuse them.

Some ticket channels enable automatic relay: their header says "Type here to reply. Use // for staff-only notes." In those channels, ordinary staff messages can be forwarded to the member. Use /mail note for internal discussion; use the // prefix only where the header confirms that workflow. Read the header every time.

Closing and records

/mail close reason:Appeal reviewed and outcome explained; no further questions pending. confirm:true

/mail transcript downloads the retained local transcript privately. Keep exports within authorized staff access. An internal note does not remove a warning; complete the actual action separately and verify its receipt.

Avoid promising a response deadline you cannot meet. If the reviewer is unavailable, explain that the case is awaiting review and leave a clear handover.