Modmail is the shared messaging system that moderators use to handle incoming requests from their users.
Modmail is enabled by default for newly created subreddits. To enable it for an existing subreddit, click the 'Enroll' button on the subreddit settings page.
Modmail is accessed by clicking on the green shield icon in the user area in the header.
It can also be accessed directly by navigating to mod.reddit.com
Modmail is comprised of several folders:
- All Mail
- In Progress
- Mod Discussions
The location of a conversation is shared between moderators. For example, if you archive a conversation, it will appear in the archived folder for you and all the moderators of your subreddit.
The All Mail folder is a combined view of the New, In Progress and Notification folders.
The New folder contains incoming conversations that have yet to be responded to by a moderator. Once a moderator responds to a conversation in new, it will move to the In Progress folder. Once a conversation leaves the New folder, it cannot be put back.
The In Progress folder contains conversations that have been responded to by a moderator, but have not yet been archived. Unarchiving a conversation will move it back to the In Progress folder.
The Archived folder contains conversations that a moderator has deliberately archived. If an archived conversation is responded to or Unarchived it will move to the In Progress folder. Conversations in the archived folder are marked as read for all moderators.
The following message types are automatically routed to the Archived folder:
- Ban Notification
- Mute Notification
Highlighted contains all the messages that your moderation team have chosen to highlight with the Highlight action. A conversations highlighted status exists across folders, so for example you can highlight an archived message for future reference and it will also appear in the highlighted folder. Whenever viewing conversations in the Highlighted folder, we will also display an icon indicating which folder it currently resides in.
Mod discussions contains conversations that are only visible to you and other moderators of the subreddit. These conversations will always remain in the Mod Discussion folder and never appear in New, In Progress or Archived.
The Notifications folder contains conversations that were automatically generated from your subreddit. If a conversation in the notifications folder receives a reply it will be automatically moved to the In Progress folder.
Message types that will appear in Notifications include:
- Messages from AutoModerator
- Add moderator messages
- Remove moderator messages
- Any message with the subject that begins with [Notification]
Reading Modmail Messages
The main modmail view displays a list of conversations. Each conversation is composed of messages. Only the most recent message is shown in this view. To view the entire conversation you click on it to be taken to the message view.
By default we’ll show you modmail from all of the subreddits you moderate. You can use the subreddit selector to filter to messages from specific subreddits.
The background color of a conversation or message indicates whether it contains a message that you have not read. Read-states are specific to each moderator. If one moderator reads something, it will still appear as unread for other moderators.
A moderator can mark all conversations in the current folder as read using the ‘mark all as read’ button in the conversation view.
A moderator can mark all messages in a conversation as unread by clicking on ‘mark as unread’ whilst in the message view.
Conversations in the archived folder are marked as read for all moderators.
User info panel
When reading a modmail conversation you will see information about the user in relation to your subreddit in the sidebar. This includes:
- Account standing (banned, muted, etc)
- Recent posts in your subreddit
- Recent comments in your subreddit
- Recent modmail conversations with the user
This sidebar also allows you to take actions such as muting.
The number of conversations that contain messages that have not been read is displayed alongside each folder name.
Replying To Conversations
When responding to a conversation there are three different reply options available via dropdown menu:
- Reply as myself
- Reply as the subreddit
- Create a Private Moderator Note
Reply as myself
This is the default option. It adds a message to the conversation that will be visible to the user and other moderators. Your username will be visible as the sender.
Reply as the subreddit
This will add a message to the conversation that will be visible to the user and other moderators. Your username will be hidden from the user and the message will be marked as coming from the subreddit. Moderators will be able to see that it came from you and you chose to hide your username.
Create a Private Moderator Note
This will add a message to the conversation that will be only be visible to other moderators. A colored border is added to the message to indicate it is only visible to moderators.
Composing New Conversations
The compose message page allows you to select a community that you moderate and then start a conversation either with the mods of that subreddit or a user.
You can change the icon that appears next to your subreddit name by updating the ‘icon image’ in the ‘mobile look and feel’ section of your subreddit settings.