Moderation

What gets screened#

Posts and comments that customers write on the portal and in the widget are screened. What your team writes, in the dashboard, through the API or from Slack, never is.

A post or comment waits for review when:

• It needs approval. Under Settings → General, Posts wait for approval and Comments wait for approval say whose: nobody's, guests' (the default) or everyone's.
• It holds sensitive data, such as a payment card number, an IBAN, a private key, an API key or a token. The review says which kind, never the text found.
• It has more than 3 links.
• It repeats itself: the same text from the same author within 24 hours.
• The AI flags it, when AI moderation is on under Settings → AI. The AI can only hold content, never delete it. When it can't check a guest's text, that text waits too. See AI features.

An edited comment is screened again for what it says. An edit can hold an approved comment, never release a held one.

A post its author edits, which they can for 24 hours, is screened as a new post is, without the check for repeats. Where their posts wait for approval, the edited post waits again: it leaves the portal for everyone but its author until your team approves what it says now, and its votes and comments stay. Your team hears about it as about any content to review. An edit never releases a post that waits, and never brings back a rejected one.

While it waits, a post or comment shows only to its author and to your team. A held comment doesn't count in a post's comments or its trending score.

Review#

Review in the dashboard lists what waits, in the Posts and Comments tabs, each with why it waits.

• Approve publishes it: it counts, and its followers hear about it.
• Reject keeps it hidden. A rejected post or comment shows only to its author and your team.

Your team hears about content to review, by email and in the dashboard, unless members turn Moderation off under Settings → Email notifications. Internal notes are your team's own and are never moderated.

Guests#

Under Settings → General, Guests lets people post, comment, vote and follow without signing in. It's off by default, and needs the security check (Cloudflare Turnstile) to be set up on the server.

• Guests pass the security check before each post or comment. Votes and follows need none.
• Guests can't attach images, and are never emailed: the email they type is never verified.
• When a guest signs in later, what they wrote and voted for becomes their account's.

Ban a customer#

Open a customer under Customers and ban them. A banned customer can still read your portal, but can't post, comment, vote, follow or change their name there. Unban them the same way. Members of your team can't be banned: remove them from the team instead.