# Modmail

URL: https://zerodev.ca/docs/medusa/modules/modmail

> Members DM the bot and staff answer from a private thread.



Members reach staff by sending the bot a DM. Each conversation becomes a thread in your **Inbox Channel**, and staff reply from there.

## How It Works

1. A member DMs the bot. If they share more than one server that uses modmail, they pick one.
2. Medusa opens a thread in the inbox with the member's account age, join date, roles and past conversations, and mentions the **Staff Role to Mention**.
3. The member gets the greeting. Everything they send, including attachments, is posted in the thread.
4. Staff messages in the thread are sent to the member. A message that starts with the **Internal Note Prefix** stays in the thread.
5. Closing sends the closing message to the member, then locks and archives the thread.

Delivered messages get a check reaction. Messages that could not be delivered get a cross.

With **Send Every Staff Message in the Thread** off, only `/modmail reply` sends messages to the member, and normal messages in the thread stay between staff.

## Settings

| Setting                                | Default                                 | What it does                                         |
| -------------------------------------- | --------------------------------------- | ---------------------------------------------------- |
| Accept Modmail                         | On                                      | Turns modmail on or off.                             |
| Inbox Channel                          | None                                    | Where conversation threads open.                     |
| Staff Role to Mention                  | None                                    | Role pinged on new conversations.                    |
| Send Every Staff Message in the Thread | On                                      | Sends staff messages in the thread to the member.    |
| Internal Note Prefix                   | `=`                                     | Messages starting with this are not sent.            |
| Hide Staff Names                       | Off                                     | Replies show the server instead of the staff member. |
| Greeting Title                         | Message Received                        | Title of the greeting.                               |
| Greeting Message                       | Thanks for reaching out...              | Sent when a conversation opens.                      |
| Embed Color                            | Accent                                  | Color of the greeting and closing messages.          |
| Closing Title                          | Conversation Closed                     | Title of the closing message.                        |
| Closing Message                        | This conversation... has been closed... | Sent when a conversation closes.                     |

Titles and messages can use `%guild%` for the server name.

## Commands

| Command                                | What it does                            |
| -------------------------------------- | --------------------------------------- |
| `/modmail reply <message> [anonymous]` | Send a reply from the thread.           |
| `/modmail close [reason]`              | Close the conversation.                 |
| `/modmail open <user>`                 | Start a conversation with a member.     |
| `/modmail block <user>`                | Stop a member from using modmail.       |
| `/modmail unblock <user>`              | Let a blocked member use modmail again. |

`/modmail` belongs to the Moderator rank by default. The **Modmail** dashboard page lists every conversation, and the **Modmail Events** log records conversations opening and closing.