Manage chat moderation for flagged messages

Communication features in Engagement are a great way to promote quick and easy communication between teams. As a manager, you can manage chat and forum moderation to remove users who post inappropriate content from the system. Mapal One users can flag messages and items they consider inappropriate, which managers will then review following the process described in this article.

Start from: the Engagement dashboard

• Navigate to Chat > Reported messages.
• The number of pending reported messages appears next to the menu name in brackets, helping you easily identify when new action is needed. A dot also appears on the chat icon to indicate when there are pending items to review.

• Each report in the grid includes:
  • Author: shows who sent the reported message.
  • Group chat name: displays the name of the chat or group where the message was posted (for example, Our team or All Group chat).
  • Message: includes a preview of the reported content. Select the eye icon to open the full message, including any attached images.
    • Reported text or images: appear in the Message column.
    • Reported voice notes: appear in a dedicated Reported voice notes section.

• 
  • Reported by: indicates who flagged the message as inappropriate.
  • Reported date: shows when the message was reported.
  • State: displays the current moderation status, such as Pending, Reviewed, Rejected, Deleted, or Suspended.

• Select the Action menu (three dots) in the message's row to take various types of actions:
  • Suspend the user on channel: This will disable the user from using the channel for 24 hours; hover over the suspended status tag to find out when the suspension is due to end.
  • Suspend user globally: This will disable the user from using the system for 24 hours; hover over the suspended status tag to find out when the suspension is due to end.
  • Ban user on channel: This will permanently ban the user from the channel. You can Remove the channel ban later.
  • Ban user globally: This will permanently ban the user from the system. You can Remove the global ban later.
  • Delete message: This will remove the message from the users’ view, but it will stay on the system for managers to view.
  • Reject: The flagging is rejected. This is mostly used when the message was flagged by mistake or does not break any rule.

Note: Only Engagement admins with the Can moderate reported messages permission can access the Reported messages page and take moderation actions. This permission does not require full Level 0 access, making it suitable for local or regional moderators.

Originally published at https://help.mapal-os.com/engagement/chat/reported-messages/manage-chat-moderation-for-flagged-messages/