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Hi Team, 

Myself and our moderation team came up with a very interesting idea, it is kind of similarly to the moderation view, however a different take/angle on it. 

Our current moderation team is quite small and dealing with Direct Message is a lengthy process and becomes harder to manage and keep a track of when someone is off or people are working different shifts, or even when another moderator takes over an issue. 

With this in mind, we have come up with the following idea: - A shared moderator inbox/account Or central direct message hub

What is it?

  • Essentially its a central inbox where all direct messages that get sent to a particular account, for us and our use case this would be the iD Support account which is the account our moderation team use to contact members by DM when specific account information/personal information is needed.
  • This central inbox can be accessed by selected people or the entire moderation team. Within this inbox, there could be the ability to tag a moderator to deal with this message or to tag the DM with labels such as escalation if it needs to be passed on. Or a tag which says resolved. 

If you have any thoughts on how to build on this idea that would be great but i think it would be a really useful tool to be able to view all of the direct messages for an account in a central hub where the whole team has oversight on it and the work flow of DM could be delegated. 

 

I second that!

We have created a work-around for this, as private messages is something we see as a valuable part of community work. We are using a shared “team account” - which at least keeps the DMs in one place, but that’s nowhere near an ideal solution.

@Suvi Lehtovaara Great to hear you think this would be beneficial team. I think a lot of communities will benefit from something like this and would work well for both small and large community teams. So much behind the scenes work is done through DM’s it can become hard for the teams to manage. 

Thanks for sharing this idea @Emil → I believe this is actually a duplicate of an idea we parked a while ago.

We still don’t have any plans to invest in this in the near future, but thank you for sharing your use case and proposal. Thanks also @Suvi Lehtovaara for sharing your workaround, even if it’s not ideal.

 

Updated idea status New → Closed (Duplicate)
Idea merged into:

All the votes from this idea have been transferred.

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