Message Relay
Messages are relayed instantly between user DMs and staff channels. See when users are typing and track message edits in real-time.
Hey, I just got a weird error when trying to change my nickname. It says I don't have permission, but I had the role before.
New Message from Alex
Hey, I just got a weird error when trying to change my nickname. It says I don't have permission, but I had the role before.
User has 1 previous thread
Hi Alex! Let me check your roles. That permission might have been adjusted during our last update.
Illustration only — actual interface and behavior may differ
Two Views, Zero Delay
Watch the same conversation from both perspectives. Every message syncs instantly between the user's DM and the staff thread.
Hi, I was wondering if there's a way to get the event organizer role? I've hosted 3 events already.
Message Received
Your message has been sent to the staff team. They'll reply here shortly.
Hi Mia! Thanks for reaching out. Let me pull up your event history and I'll get that sorted for you.
Thank you so much! My last event was the art showcase on Saturday.
Illustration only — actual interface and behavior may differ
New Modmail from Mia
Hi, I was wondering if there's a way to get the event organizer role? I've hosted 3 events already.
User
Mia#2847
Roles
Member, Event Participant
Previous Threads
1
I'll handle this one -- checking event logs now.
Hi Mia! Thanks for reaching out. Let me pull up your event history and I'll get that sorted for you.
Reply from Mia
Thank you so much! My last event was the art showcase on Saturday.
Message relayed from DM
Illustration only — actual interface and behavior may differ
Under the Hood
How Message Relay Works
Every message follows a precise path. Here is what happens in the milliseconds between a user sending a DM and staff seeing it.
User sends a DM
The user sends a direct message to your bot. This can be text, images, files, or any Discord content type.
Bot intercepts and relays
The bot receives the DM event and instantly creates or updates the corresponding staff thread with the message content.
Staff sees the message
The message appears in the staff thread with full context -- user info, attachments, and previous conversation history.
Staff replies in thread
Any message sent by staff in the thread is intercepted and relayed back to the user as a DM from the bot.
User receives the reply
The user sees the reply in their DM conversation. If anonymous mode is on, they see the server name instead of the staff member's name.
Typing Indicators
See when the user is typing in their DMs, and let users see when staff are composing a reply. Real-time awareness for both sides.
User is typing...
Staff is typing...
Typing indicators relay bidirectionally. When a user starts composing a DM, staff see the indicator in the thread. When staff type a reply, the user sees it in their DM.
New Modmail from Lily
I need help with the verification process. The bot says my account is too new but I've been on Discord for 2 years.
User
Lily#5523
Topic
Verification
The verify command keeps telling me my account was created less than 7 days ago, but that's not right.
That's a known issue with the date check. I'll manually verify you now -- one moment!
Oh perfect, thank you! I was worried I'd have to wait a whole week.
Illustration only — actual interface and behavior may differ
Edit & Delete Tracking
When a user edits or deletes a message, the change is reflected in the staff channel with a visual indicator. Full message history is preserved.
Message Edited
I cant log in to my account anymore
I can't log in to my account since the last update
(edited)Message Deleted
Actually never mind, forget I asked
Deleted by userNew Modmail from Ryan
There's a user harassing people in the voice channels. Their username is ToxicGamer.
User
Ryan#8834
Message Edited by Ryan
There's a user harassing people in the voice channels. Their username is ToxicGamer99, not ToxicGamer.
Original: ToxicGamer → Updated: ToxicGamer99
Thanks for the correction. I'm looking into ToxicGamer99 right now.
Reply from Ryan
They're in the gaming lounge channel right now if you want to check.
Illustration only — actual interface and behavior may differ
Full Attachment Relay
Images, files, video clips, stickers -- everything a user sends in their DM is relayed to the staff thread. Attachments sent by staff are relayed back to the user.
Here's the screenshot of the error I keep getting when I try to use the leveling commands.
screenshot_error.png
screenshot_error.png
Attachment from Nina
Thanks for the screenshot! I can see the issue -- the leveling module needs to be re-synced. Give me a minute.
Illustration only — actual interface and behavior may differ
Everything Syncs, Nothing Gets Lost
The relay system handles every type of Discord content. Here is everything that syncs between user DMs and staff threads.
Text Messages
Full text with formatting
Images
PNG, JPG, GIF, WebP
File Attachments
Documents, archives, any file
Link Embeds
Rich previews preserved
Message Edits
Both old and new shown
Deletions
Tracked with notification
Typing Status
Bidirectional indicators
Stickers
Discord stickers relayed
Built for Millisecond Performance
Message relay is the core of modmail. Every millisecond matters when your users are waiting for help.
<40ms
Average relay time
100%
Content fidelity
Instant
Typing indicator sync
99.9%
Relay uptime
Relay in Action
See how message relay handles different types of support conversations.
Bug Reports
Users share screenshots and error logs directly in DMs. Staff see everything in the thread with full resolution images and file access.
Quick Questions
Simple questions get instant answers. Typing indicators let users know staff are actively composing a response -- no more "are you there?"
Complex Issues
Multi-message conversations with edits and corrections are tracked fully. Staff always see the latest version plus the edit history.
Frequently Asked Questions
Yes, when a user edits their message, the edit is reflected in the staff channel with a visual indicator showing the change.
Messages are relayed near-instantly. Typical relay time is under 500ms.
Explore More Modmail Features
Message relay works hand-in-hand with these capabilities.
Ready to Transform Your Support?
Set up professional support in minutes. No coding required. Start with a free trial and explore all features.
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.