Modmail
Users message the bot via DM, and staff respond from a dedicated channel. With typing indicators, edit tracking, and anonymous mode.
Hey, I got banned from the server but I think it was a mistake. Can someone look into this?
New Modmail Thread
A new modmail conversation has been opened.
User
Alex#1234
Previous Threads
2
Hi Alex, I can see your account. Let me review the ban reason and get back to you shortly.
Illustration only — actual interface and behavior may differ
How It Works
How Modmail Works
From a user's first DM to a resolved conversation — here is every step of the modmail process.
A user sends a direct message to the bot.
The bot creates a new thread in your staff channel with the user's message.
Staff reply in the thread — messages are relayed to the user's DMs.
The conversation continues in real-time with typing indicators and edit tracking.
When resolved, the thread is archived and a transcript is saved.
User sends DM
Thread created
Staff replies
Issue resolved
Feedback collected
Illustration only — actual flow may differ
User DM vs. Staff Thread
See the same conversation from both sides. The user sees a clean DM experience, while staff get full context in a dedicated thread.
Hi, I have a question about the verification process. What do I need to do?
Message Received
Your message has been sent to the staff team. They will respond here.
You need to head over to #verify and react to the rules message. That will grant you the Verified role automatically.
Got it, thanks! That was really quick.
Illustration only — actual interface and behavior may differ
New Modmail — Alex
Hi, I have a question about the verification process. What do I need to do?
User
Alex#1234
Account Age
2 years, 3 months
Member Since
Jan 15, 2024
Previous Threads
0
Let me check the verification setup for you.
You need to head over to #verify and react to the rules message. That will grant you the Verified role automatically.
Illustration only — actual interface and behavior may differ
Modmail Features
Each modmail capability has its own dedicated page. Click any card to learn more.
Message Relay
Messages are relayed instantly between DMs and staff channels with typing indicators and edit tracking.
Anonymous Mode
Staff responses appear to come from the bot, protecting individual staff identity.
Snippets
Create reusable reply templates for common questions. Send consistent responses with a single command.
Archive
Closed modmail conversations are archived automatically. Search, review, and reopen at any time.
Message Relay
Messages are relayed instantly between DMs and staff channels with typing indicators and edit tracking.
I can't access the events channel. It says I don't have permission.
Message Relayed
I can't access the events channel. It says I don't have permission.
Relayed from user DM
I've updated your permissions. Try accessing the channel again now.
Illustration only — actual interface and behavior may differ
Anonymous Mode
Staff responses appear to come from the bot, protecting individual staff identity.
User sees: Server name
Individual staff identity is never revealed
Logs show: Real staff name
Full internal accountability preserved
I want to report a member for harassment in voice chat.
Thank you for reporting this. Can you provide the username and approximate time of the incident?
It was user DragonSlayer99, about 30 minutes ago in General VC.
We have noted this and will investigate. You will receive an update once we have reviewed the situation.
Illustration only — actual interface and behavior may differ
Snippets
Create reusable reply templates for common questions. Send consistent responses with a single command.
Snippet Library
!!greetHi %username%! Thanks for reaching out. How can we help you today?!!faqHere are some commonly asked questions that might help...!!escalateI'm escalating this to a senior staff member. Please hold on.Why Choose Modmail?
Modmail offers unique advantages over channel-based support. Here is what makes DM-based conversations stand out.
Instant DM Access
Users message the bot directly — no channels to find, no forms to fill. The lowest-friction way to reach your team.
Typing Indicators
Both sides see when the other is typing. Real-time awareness reduces waiting anxiety and duplicate messages.
Edit & Delete Tracking
Message edits and deletions are tracked and visible to staff. Nothing gets lost in the conversation.
Personal Yet Professional
DMs feel personal and approachable. Anonymous mode keeps it professional without revealing staff identity.
Zero Setup for Users
Users just send a DM. No ticket panels to find, no topics to select, no slash commands to learn.
Complete Conversation History
Every modmail conversation is archived with full history. Staff see past interactions when a user contacts again.
A Complete Modmail Conversation
Watch a modmail conversation from first message to resolution — including thread creation, staff response, and archival.
Hi, I accidentally deleted my roles. Can someone help me get them back?
New Modmail Thread
A new modmail conversation has been opened.
Topic
Role Recovery
User
Emma#5678
Hey Emma! I can see your previous roles. Let me restore them for you now.
Thank you so much! That was super fast.
All done! Your roles have been restored. I'm closing this thread now.
Modmail Closed
This modmail conversation has been resolved and closed.
Messages
5
Resolution
Roles restored
Transcript saved — Thread archived
Illustration only — actual interface and behavior may differ
Modmail by the Numbers
Fast, reliable, and feature-rich DM-based support for Discord communities of any size.
<50ms
Average relay time
27
Supported languages
50+
Dynamic variables
99.9%
Relay uptime
Perfect For
Modmail is the ideal solution for sensitive, private, or one-on-one communication with your community members.
Private Support
Handle sensitive topics like ban appeals, personal issues, or account problems in a private, DM-based conversation.
Staff Communication
Let community members reach your team privately without needing to find the right channel or ping staff.
Feedback Collection
Receive suggestions, reports, and feedback directly through DMs with full conversation history and tracking.
Modmail in Action: Ban Appeal
See how modmail handles a real ban appeal — from the user's DM to the staff's internal discussion.
Hi, I was banned 2 weeks ago for spamming but I've learned my lesson. Can I get a second chance?
Message Received
Your message has been sent to the staff team. You will receive a reply here.
We've reviewed your appeal. Given that this was your first offense and you've acknowledged the issue, we will lift the ban. Please make sure to follow the rules going forward.
Thank you so much! I really appreciate the second chance. I'll follow the rules from now on.
Illustration only — actual interface and behavior may differ
New Modmail — Ban Appeal
Hi, I was banned 2 weeks ago for spamming but I've learned my lesson. Can I get a second chance?
User
Marcus#9012
Account Age
1 year, 8 months
Ban Reason
Spamming in #general (14 days ago)
I remember this one. It was a first offense and they seem genuinely apologetic. I think we should unban.
Agreed. Let's give them another chance. Mike, can you send the reply and lift the ban?
We've reviewed your appeal. Given that this was your first offense and you've acknowledged the issue, we will lift the ban. Please make sure to follow the rules going forward.
Illustration only — actual interface and behavior may differ
Frequently Asked Questions
Yes, all file types supported by Discord are relayed between the user and staff channels, including images, documents, and videos.
Enable the Support Bot module in SCNX Dashboard, configure modmail settings, and the bot is ready to receive DMs from your server members.
Yes, both systems work independently. You can offer channel-based tickets for general support and DM-based modmail for private conversations.
Yes, all modmail conversations generate transcripts when closed. They are posted to your configured log channel and optionally sent to the user.
Explore Modmail Features
Dive deeper into each modmail capability.
Ready to Transform Your Support?
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This offer is only available for selected servers that have never purchased a plan and never used a free trial before. You do not need to enter any payment information to start the trial and the trial automatically expires after 14 days. Servers that have been deleted from SCNX previously are not able to participate.