Not every member issue belongs in public — a report, a personal appeal, a sensitive question. Without a private channel for it, people either DM a random moderator (who may not see it) or say nothing. Modmail gives your community one clear, private door to staff.
Members just DM the bot
There's nothing to learn. A member sends a direct message to the bot, and that opens a private conversation with your team. No commands, no forms, no figuring out which moderator to bother — the bot is the front desk, always available.
Each conversation gets its own channel
When a member opens modmail, CloudMod creates a channel in a staff category you choose, so the whole team can see and handle it together. Staff reply right there in the channel, and CloudMod relays those replies back to the member as DMs — so from the member's side it feels like a normal conversation, while your team gets a shared, organised thread.
Staff stay anonymous, conversations stay tidy
Replies go out under the bot, not a personal account, so individual moderators aren't exposed. When the issue is resolved, /modmail close ends the conversation and archives the channel — no lingering half-open tickets cluttering your staff category.
A note on availability
Modmail is a Premium plugin and currently in Alpha — it's usable and safe to switch on, just newer than our stable features, so early feedback is what moves it forward. Nothing about it is surprising to a member: they DM the bot, your team replies, the bot relays it back.
Getting started
On Premium, enable Modmail, pick the staff category where conversations should open, and DM the bot yourself to see the flow from both sides. Give CloudMod Manage Channels so it can open and archive conversation channels, and agree on who closes threads so nothing stays open forever.