Moderate the community chat

Your storefront's community page can show your Discord server's public channels as a live chat, and your signed-in customers can post in it from the website (Show your Discord chat). Your team moderates that chat on the staff console's Chat page, at /staff/chat on your storefront, or through the staff routes under /staff/community/chat/. A message your team takes off the website stays in Discord unless they also delete it there.

• Connect your Discord server and turn the chat on, as Connect a Discord server describes.
• Moderating takes Tier 1 support or a higher role. The lowest role for each task:

Billing, Admin and Owner can do everything Tier 3 support can.

The Chat page opens on its Messages tab: every message the website has mirrored in the last 30 days, newest first, whether the website shows it, staff or reports hid it, or someone deleted it. The tiles above count the last 24 hours. Filter the list by its text or author, by channel, by where it came from (Discord or the website) and by state. Select a message to see it as customers see it, with its reports, its author's other recent messages and what is already in force against them. For a message from the website, the detail also names the customer and counts the other accounts that posted from the same network in the last 30 days.

A message from someone on your team wears a Staff badge on the storefront. The badge comes from your Discord server: the role in Staff role ID, a staff link, or, when you set no staff role, managing the server. A name such as "Support agent" never earns it.

1. Find the message on the Messages tab, or in a report.
2. Choose Hide from the website, and give a reason if you like. The message leaves every reader's chat at once, and its open reports close as actioned.
3. To remove it from Discord as well, choose Delete in Discord instead. This needs Tier 2 support. A message a customer sent from the website goes through the channel's webhook, which needs no permission. Anyone else's message needs the bot's Manage Messages permission in your server; without it the message stays hidden from the website and the answer says Discord did not delete it.

Signed-in customers report a message from the chat, with a reason: spam or advertising, a scam or phishing, harassment or bullying, hate speech, sexual content, or something else. One account reports a message once, and sends at most 10 reports an hour.

When different customers send as many open reports on one message as your auto-hide setting (3 unless you change it), the message leaves the website until your team looks. A message wearing the Staff badge, and a message your team already put back, are never hidden this way.

The Reports tab lists each reported message once, with its reports, the reasons counted and when it was first reported. For each, hide it, dismiss its reports, or act on its author. Dismissing the reports on a message that reports hid puts it back on the website, so it needs Tier 2 support.

• Mute a customer for a while: 15 minutes, an hour, a day or 7 days, and from Tier 3 support 30 days or a year. A mute also stops them posting in the forum. Below Tier 3 a longer mute already running stays as it is.
• Ban a customer from the chat, with a reason they read when they try to post, for a day, 7 days, 30 days or with no end. Tick the option to also close the chat to the networks the account posted from in the last 30 days, so a new account on the same network cannot post either. We keep those networks as keyed hashes, never as addresses. Tick the other option to hide the account's messages from the last 24 hours.
• Block a Discord account from the website: the mirror stops showing what it says in Discord, for the length you choose. It can still talk in your Discord server, where your Discord moderators decide. You can hide its messages from the last 24 hours too.

The Muted and banned tab lists everyone the chat is closed to, with why, since when, until when and who did it, and lifts each one.

When a wave of accounts floods the chat, choose Pause web chat on the Settings tab and add a short notice if you like. Nobody can post from the website until you resume; everyone can still read, and the composer shows your notice. Customers can still report messages while the chat is paused. Pausing needs Tier 3 support.

Before you resume, raise the wait for new accounts or ask for a verified email, so the accounts the raid made cannot post either.

Coritan's moderation filter refuses slurs and masks swearing with asterisks. Your community has words of its own: a rival host's name, a scam domain, an insult your players use. The Chat page's Filter tab lists the words your brand added, and an admin adds one with what it does: show it with asterisks, or refuse the whole message. A brand holds up to 500. They apply to chat messages from the website and from Discord, to forum posts and to guide comments. Usernames are held to Coritan's lists only.

Matching ignores capitals, spacing tricks and look-alike letters, as Coritan's own lists do. To check a phrase before you add a word, type it into the tab's tester: it shows whether the chat would let it through, mask it or refuse it, and which words matched. Nothing you test is posted.

The same tab lists what the filter caught in the chat, newest first: messages it refused, which never reached anyone, and messages it sent with asterisks, with the words that matched, who wrote them and the channel.

The Settings tab holds the chat's settings, a panel each, and each panel saves on its own. An admin changes them; everyone else reads them.

The Channels panel lists every channel the bot can see. A channel shows on the website when Discord lets everyone read it and send messages in it, and your team has not hidden it there. Hiding one takes it off the website at once.

Whatever the settings, a customer posting from the website also has fixed limits: 20 messages a minute from one network, 40 messages from the website in 30 seconds into one channel, the same words again within 10 minutes, and 500 characters a message.

What your team hid leaves the storefront's chat for every reader within seconds. A banned or muted customer sees why in the composer, and a blocked Discord account no longer appears on the website. Every action is in the audit log with an action that starts with community.chat_, such as community.chat_message_hidden or community.chat_banned.

403 Support access required, 403 Tier 2 support access required or 403 Admin access required

The task needs a higher role. Before you begin lists the lowest role for each.

Your tier mutes for up to 7 days; ask Tier 3 for longer

Tier 1 and Tier 2 support mute for up to 7 days. Ask a member with Tier 3 support or a higher role.

Reports hid this message; putting it back takes Tier 2 support

Dismissing the reports would show the message again. Ask a member with Tier 2 support or a higher role.

Delete in Discord answers discord: failed

The bot lacks Manage Messages in your Discord server. Grant it, or delete the message in Discord yourself. The message stays hidden from the website either way.

That message was deleted and cannot be put back

The message is gone from Discord. Only a hidden message can be restored.

404 This brand has no Discord server connected

Connect your Discord server first, as Connect a Discord server describes.

• Run a community with a server list, forum and guides
• Connect a Discord server
• Stop a wave of abusive sign-ups
• Organization roles and permissions
• Read the organization audit log

Every route is under https://api.coritan.com/api/v1/orgs/{org_slug}/staff/community/chat/ and takes a member's console session or Coritan access token, $STAFF_TOKEN, as The staff console explains. Each change is limited to 120 a minute for each member.

Ban a customer and the networks they posted from, as a member with Tier 3 support or a higher role:

curl -X POST "https://api.coritan.com/api/v1/orgs/acme/staff/community/chat/customers/812/ban" \
  -H "Authorization: Bearer $STAFF_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"reason": "Posting phishing links", "days": 30, "include_addresses": true, "hide_recent": true}'

The answer holds the ban, how many networks it closes in addresses, and how many messages it hid in hidden.

Pause web chat:

curl -X POST "https://api.coritan.com/api/v1/orgs/acme/staff/community/chat/pause" \
  -H "Authorization: Bearer $STAFF_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"paused": true, "notice": "Chat from the website is paused while we deal with spam."}'

The API reference lists every route with its parameters and answers.