Thank for your interest in Hydra Modmail Bot!
Before we get to the application, let's show some information / screenshots of what Hydra looks like and how to use it, to show what you are applying for, and maybe even skip the line and support us with a few bucks a month. This will guarantee yourself a Hydra instance, more on that in a little bit.
Please makes sure to read this information BEFORE applying, or you will be denied.
Want to skip the line? To clarify on how the "Would you be willing to pay $2.50 USD for Hydra" question works; basically if you answer yes to this, we will contact you immediately to setup your instance and send you a special link to subscribe to a monthly payment to get started using Hydra right away. This will obviously grant you immediate access for one instance to be used on as many servers as you want, with only one mail output, if you want more than one servers you run to be separate, we can set up multiple subscriptions for you. Simply fill out the form again!
"Hold on there cowboy! How does Hydra even work? I don't want to pay for something I haven't seen before" - Probably You
Yeah, that's completely understandable, so before we get to the application, let us cover the features of Hydra modmail, starting from the beginning.
Note: Everytime you see [p] in the following little demo, it stands for the prefix you set for your bot, by default this is ! if you didn't set another one during the setup process with us.
First of all, one of the developers (us) will setup your bot for you and get the instance online with your choice of avatar, name, and status message, as well as a bunch of other things that can be customized, but too many to list here.
All of these can be changed with the [p]set command at a later time if you can't think of anything during install, or want to change it later. You can even change the name and avatar of the bot after the fact, just in case you want to rebrand.
First, a user will message your modmail bot, it will immediately reply with either a customizable embed message, or it won't reply at all, depending on what you choose. You can see a message I chose below when messaging the bot.
As for what it looks like for a staff member, you can see that it created a new channel under the specified category of "Hydra". This can obviously be configured to whatever you wish in either the main server, or a separate server just for your staff. You can also choose to have it not in a category at all. See what this looks like below!
Now, you can see the messages sent by Hydra in the channel under the user's name.
Let's break down what we are seeing above.
First of all, you see the first line of the message before the embed, this is called the notify line, you can specify both the message and the ping when new messages are received, if you want to ping your entire mod team when a thread is created, then go ahead and do it, set your notify to "New modmail received @everyone!", and it will send that message and ping all of your staff on that line. In our example, we ping @here for all new mail so it only notifies the staff online.
Next, is the embed, on the first line you'll see a plaintext of the users name, this is useful in case the user isn't cached in your client yet, so mentions won't work, then we do an actual message, so you can click and easily find someones profile. Pretty straight forward. Next you see a User ID, just in case someone is being abusive of the bot, and you use a separate bot to punish users for doing so, you can quickly copy and punish them. If you're not able to copy it quickly, you can also do [p]id in the thread and it will give you a plaintext reply of the users ID for mobile users! The next line will show you how long ago the users Discord account was created. The joined main guild line should be obvious; this will show you how long ago the user joined the main guild specified when setting up. You are for sure allowed to have the modmail bot in multiple main guilds if you run a network of servers with the same staff, but only one guild can be checked at this time. The "last log if applicable" line will show a link to the users last modmail log if the user has contacted staff before, useful to see the users past interactions with staff to give context in case the user doesn't give any. And lastly, the "user has no past logs" final line, will show a total count of how many logs a certain user has. The command list with [p]help will show you how to access users logs.
After this informational embed that appears at the top of all new threads, you will see the first message or messages from the user. In this case, I messaged the bot with the message "Eggs" as seen in this and previous screenshot.
Also as you can see, the channel description will show a lot of the same details, if the threads get long and you don't want to scroll up, the information will be there for quick reference.
Next, before we get to actually replying to the modmail, let's talk about access. First of all, this is a unique modmail that actually allows you to setup your modmail in the same server that you want to provide your users with support, instead of having a separate server. However, we do allow for separate servers as well if that's your ball game.
When the bot is setup, you will specify a role (and coming soon, multiple roles!) that you can allow access to new modmail channels. This would be something like your moderator role. When a new modmail is created, the bot creates a channel and grants itself and the role you select access to the channel, but it will also automatically give access to any user that has manage guild permissions (or administrator, obviously) allowing most, if not all of your staff to see it.
If you're going with a separate server, typically you don't have to specify a role, and can just set your notify message to ping @here or @everyone, but if you're doing an all-in-one install in one server, then typically you want a custom category, restrict your mail to only mods, and ping only your mod team. Failure to configure this correctly or granting the wrong permissions to the bot can lead to pinging your entire server accidentally.
Now, with all of that out of the way, let's take a look at how replies work for both users and staff.
When staff replies, the message is immediately deleted, and replaced with an embed from the bot, detailing who sent the reply, and what it said, as seen below.
What is sent to the user:
You can send as many replies as you want, and the user can send you as many replies as they want. If a user is spamming, we also offer blacklist commands etc, which you can find with [p]help, and this will block all future communications from the user.
You and your mods are completely safe to leave "Admin notes" in the thread as regular user messages, to discuss the threads themselves. Not all messages sent in each thread are sent to the user, only ones sent with [p]reply are. All private notes / regular messages and replies to and from the user will be stored in the log, but URL's for logs are randomly generated, so your staff should not share them with users if you don't want your users to see what your mods / staff are talking about internally.
Speaking of logging, here's a taste of what it looks like:
If that is too blurry for you, you can click this link to see the page for the logs above:
You're able to see logs while threads are open, as well as when they are closed obviously, and logs are kept forever so you can always go back and check your archives.
You can also set up a "logging" channel, which will show when users are blacklisted or when threads are closed with a link of the log and who closed the thread, it will look something like this:
Note: Sometimes before scheduled maintenance, we will announce to all current instances that the bot is going down for maintenance via your logging channel, so keep an eye on it.
When a thread is closed, the bot can also send a configurable message to the user as well:
A small feature to cover that we added recently is the [p]new command, which allows you to create a new thread with a user by simply providing a user ID after the command above, this will create a thread just like it would if someone messaged the bot, and then allows you to specify a message or send the user a message once the thread is created.
You can also do [p]edit [edited message] to edit your last reply both in the staff thread and in the PM to the user, this is useful if you made a typo, etc.
[p]alert done by staff in a thread will ping whatever staff member who ran the command every time a user replies to a thread, acting similar to an "assigned" system.
You can also [p]areply to threads to reply as the the "moderation team" rather than putting your name into the thread.
Hydra also has a canned response feature, similar to "tags" or "snippets" in other modmail bots, and it works pretty much the same way.
If you do [p]canned, the bot will return a special URL for you to check out a list of all your canned responses, as well as instructions on how to create more, or delete current ones.
Canned responses allow you to store a premade message that you find yourself sending to users often, so instead of saying "Hey how may we help you" you can just make a canned reply with [p]canned add [hi] Hey how may we help you so when you do "!!hi" in a thread, minus the quotes of course, it will automatically send the full message for you to the user, but show your other mods that it was in fact a canned reply with a seperate embed color and description. For example:
No matter what your prefix is for your own instance, the prefix for canned replies will always be !!
To keep this relatively short, I'm going to end the guide off here, as we've highlighted the most used and useful features. But there's plenty more that you can see and try out on your own with the help command, or check out the help command pinned in our Support Server for all the current features. Or post in said channel for any questions you may have, or anything you feel needs to be added to this channel.
PS. Here are the options you can set for your own bot / some of the questions we will ask you when we start up the bot:
I know it's a lot to take in, but if you're still reading and you're fired up to try out Hydra, you're welcome to click the big button below and apply try it out!