Modmail

The Modmail System in Panora allows users to DM your bot, creating a private thread between them and your staff. Modmail supports claiming threads, logging activity, reply commands, transcripts, more.

Enabling Modmail

1. Open Your Workspace Log in to the Panora Dashboard and select your workspace. Navigate to Discord → Modmail in the sidebar.

2. Enable Modmail Go to the Settings tab, click Configure, and toggle Enable Modmail to activate Modmail for your server.

3. Configure Modmail Settings Assign your Staff Role, optional Admin Role, Ticket Category, Logs Channel, and enable or disable reply commands.

4. Deploy Modmail Once enabled, users can DM your bot to automatically create a private support thread.

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Configuration Breakdown

Field	Type	Description	Example / Default
Enabled	boolean	Whether Modmail is active	false
Staff Role	string	Role with permission to view/respond to threads	@Support Team
Admin Role	string	Optional role with full access to all threads	@Management
Parent Category	string	Discord category where threads are created	modmail-threads
Logs Channel	string	Channel for Modmail logs (opened/closed threads)	#modmail-logs
Reply Command	boolean	Allow !r or !reply commands in threads	true

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Modmail Flow

1. User Opens Ticket: A user DMs the bot.

2. Thread Created: A channel is automatically created in the Modmail category.

3. Staff Handles Ticket: Staff respond via reply commands or typing directly in the thread. Threads can be claimed or left unclaimed.

4. Closing & Logs: After resolution, staff close the thread. A transcript is automatically generated and sent to the logs channel. Thread metadata is saved for audit and history.

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Example Flow

Scenario:

• User @prrent DMs the bot:

  “Hi, I am missing my rank.”

• They select the server from a dropdown.

• Panora creates a channel: #modmail-prrent

• Staff @prrent claims the thread and replies using !r.

• After the issue is resolved, staff click Close Thread.

• Transcript is sent to #modmail-logs.

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Permissions & Error Handling

• Role-Gated Access: Only assigned staff/admin roles can view threads.

• Direct Messages: Users must have DMs open to initiate Modmail.

• Thread Tracking: Full metadata and message history is stored for each thread.

• Error Handling: If DMs are blocked or configurations are invalid, Panora gracefully handles failures without breaking the bot.