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The Modmail System in Panora allows users to DM your bot, which creates a private thread between them and your staff. It supports claiming, logs, reply commands, transcripts, and thread tracking — all managed from your workspace.

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Enabling Modmail

1

Open Your Workspace

Go to the Panora Dashboard, log in, and select your workspace. Navigate to the Modmail page under the Discord section.
2

Enable Modmail

Go to the Settings tab, click the Configure button, and toggle Enable Modmail to turn on Modmail for your server.
3

Configure Modmail Settings

Set the Staff Role, Admin Role (optional), Ticket Category, Logs Channel, and enable/disable reply commands.
4

Deploy Modmail

Once enabled, users can DM your bot to start a private support thread.

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Configuration Breakdown

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Enabled
boolean
required
Whether Modmail is currently active for this server.Default: false
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StaffRoleID
string
required
The role with permission to view and respond to Modmail threads.Example: @Support Team
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AdminRoleID
string
An optional admin role with full access to all Modmail threads.Example: @Management
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ParentCategoryID
string
required
The channel category where new Modmail threads are created.Example: modmail-threads
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LogsChannelID
string
A channel where Modmail logs (e.g., opened/closed threads) are sent.Example: #modmail-logs
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ReplyCommand
boolean
Enable the use of reply commands like !r/!reply inside Modmail threads.Default: true

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Modmail Flow

Modmail Lifecycle

  • User Opens Ticket
  • Staff Handles Ticket
  • Closing & Logs
A user DMs the bot → A channel is created in the Modmail category → Staff are pinged to respond.

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Example Flow

Modmail Thread Example

  • Staff View
  • User View
  • Closed Thread

Modmail Thread Example | Staff View

@happy4172 DMs the bot:  
“Hi, fire jay please and ty.”
→ They select the server from the dropdown.
→ Panora creates a channel:  
[#modmail-happy4172]

@hellooo7090 claims the thread:
→ Staff then replies using `!r` in the channel.

→ After resolution, the staff member clicks `Close Thread`.
→ A transcript is generated and sent to `#modmail-logs`.

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Permissions & Error Handling

  • ✅ Role-Gated Access: Only staff/admin roles can view threads.
  • 📥 Direct Messages: Users must have DMs open to initiate Modmail.
  • 📑 Thread Tracking: Each thread stores full metadata and message history.

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Need Help?

Join the Support Server for real-time assistance.
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