When you enable content moderation in Guide, all new and edited end-user content is sent to a queue to be reviewed by a Guide admin before being published in your help center. You can choose to have all end-user posts and comments sent to the queue or only end-user content that contain specific words.
Content that appears in the moderation queue is not published directly to your help center. You must approve or reject it. Content from end-users you've previously approved is also sent to the moderation queue.
You must be a Guide admin to enable content moderation.
Enabling content moderation for your help center
When you enable content moderation for your help center, you can choose to have all end-user posts and comments sent to the moderation queue or only select posts and comments based on words. You must then approve or reject posts that are sent to the moderation queue.
To enable content moderation
- In Guide, click the Settings () icon in the sidebar.
- Select the Content moderation option.
- Choose to either Moderate words or Moderate all content.
If you choose to moderate all content, then all new and edited end-user posts and comments will be sent to a moderation queue. If you choose to moderate content based on words, only new and edited posts and comments that contains the words you've specified will be sent to the moderation queue.
- If you choose to moderate based on words, enter the words that must appear in a post or comment for it to be sent to the moderation queue.
The keyword list has a limit of 15000 characters. Use commas to separate multiple words.
- Click Update.
Receiving notifications for content in the moderation queue
You can subscribe to the content moderation queue so that you are alerted when there are posts or comments in the queue. The queue is checked every four hours, and if there is content in the queue, you will receive an email notification.
To receive notifications for the content moderation queue
- In Guide, click the Moderate content () icon in the sidebar.
The User content tab opens by default.
- Click Follow in the upper-right corner.
You will now receive a notification if there are posts or comments in the content moderation queue when it is checked every four hours. You will also receive notifications for the spam queue.
Reviewing user content in the content moderation queue
- When the end user leaves a comment, they see a tag to show that the comment is pending approval.
- When the end-user adds a new post, they see a banner to show the post is pending approval.
You can approve posts and comments in the user content queue that you want published in your help center, and you can reject or mark as spam posts and comments that you do not want published. You must be a Guide admin to moderate user content in the content moderation queue.
To manage your spam queue, see Managing your spam queue.
To moderate user content in the queue
- In Guide, click the Moderate content () icon in the sidebar, then click User content.
- To take action on a post or comment, select the check box next to it (or click the title), and click one of the following:
Note: The user that submitted the post or comment is not notified of the action.
- Approve to publish the post
- Reject to delete the post
- Mark as spam to move the post to your spam queue
What is the difference between rejecting a post from the moderation queue, and adding it to the spam queue?
Rejecting a post from the moderation queue simply deletes the post. Moving it to the spam queue allows to you delete or approve the post as you could here, but you can also choose to suspend the user and delete all of the user's posts – see Managing your spam queue
We want customers to be able to post comments to Gather via a frontend we build using api. Customers don't need to be logged in, we create the user and then set the author_id in the post payload.
BUT we want all content to be moderated OR to moderate content filtered by words. I'm currently workin in the sandbox and even if I set all content to be moderated it is not added to moderation queue, it just shows up in the community.
How would I go about making moderation possible for content created over api?
I'm going to create a ticket on your behalf so our Customer Care team can look into this and see why this content is skipping moderation even when the option is enabled.
You'll receive an email shortly stating your ticket has been created.
What causes a word to be triggered for moderation if it's in the "Moderate Words" list? I have a user who made a post with the word "doc-ument" in it, and it was automatically moderated because of a three letter combination in the middle of that word that is on the sample Restricted Words list.
Obviously the word doc-ument is common, so trying to avoid having this situation take place. Any advice? Note, I had to add a dash between those letters to even get THIS post to go through without moderation
If you put a word in the moderation filter, it will pull any post that has that word in it, just like the example you gave. So if you put "hell" in the filter, and someone writes "Hello", that post will get pulled into moderation.
So basically you just have to decide how important it is to filter that word. We ended up putting a process in place to check the moderation filter multiple times per day, knowing that legitimate posts will get caught from time to time.
Is there an API that would allow us to send a post or comment into the moderation queue programmatically?
Please note that this is unfortunately not available at the moment, since we do not have APIs that would enable this.
Have a great day!
Is there a way to see User comments that are already approved or rejected?
For example, if a team member approved comments but did not respond to them, how can I find them?
Or if I rejected a comment by accident, is there any way to retrieve it and approve it?
You can actually pending approval of comments in In Guide, click the Moderate content (!) icon in the sidebar.
The User content tab opens by default. Unfortunately rejected comments cannot be retrieved, you may just ask them to post the comment again. More details on this article: Moderating end-user content
Is there a way we can disable commenting on one section of our Help Center automatically, without having to go through each already-published article and turning off the commenting one by one? And for all future articles written on that section?
Thank you for reaching out to us.
Currently, only articles can be disabled for commenting as per our documentation. However, I believe I can see your use-case on this one and it will be good if you can post it to our Product Feedback Page. Our product managers loves to check these and it might be implemented in the future.
Is there a way to get notified about all user's comments without first sending them to the moderation queue? i.e.: The user is able to post the comment without pending approval, but an admin is still notified that a comment was made?
Yes, the admin just needs to be subscribed to the topics or sections they want to receive notifications from.
Is there a way to see who approved a comment?
Also, a way to see which users are following 'moderate content'
If you navigate to Guide Admin > Moderate Content > Moderation Activities you should then see a list of content that was moderated as well as who approved/denied that content.
More information here: Viewing community moderator activity
I hope this helps!
Is there a way to adjust the time interval for content moderation notifications? We would like more instant notifications rather than every 4 hours.
Unfortunately, this window to send notifications cannot be modified.
More information can be found in Receiving notifications for content in the moderation queue.
We don't have any communities set up in our three Help Centers, so all content for moderation is user content on articles. However, I'm no longer seeing the user comments on articles in the User Content area, nor am I receiving email notifications as I used to (because I follow and moderate the comments). These article comments are now appearing in the Community moderation area, and I have no way in there to dismiss or approve the comments. Can you provide any assistance on this? Screenshot below shows what I see. Nothing in User content area, but these article comments are in the Moderation area for communities:
Hi Sally Anne,
The content moderation is the same module for both communities and article comments.
"Moderation Activities" is simply a list of the moderation actions taken by Guide managers or any users you have given moderation rights to. No actions can be taken from this feed.
"User Content" is where you will see any comments that have been hidden for moderation or picked up by the keyword filter. In this space, you can approve, reject, or mark comments as spam.
"Spam" is where you will see any comments that have been flagged by the spam filter.
What you are seeing in the screenshot that you shared is that those are comments that were approved by the individual you see in the "moderated by" column, and the date they took that action.
Is it possible to set certain moderation rules for specific topics? I don't want to have to moderate every comment/post, but I would like to heavily moderate certain areas of the community (feature requests, bug reports, etc.)
If not, this would be a great addition.
No, moderation capabilities do not have topic-specific designations. I think this is a great feature request, though. Would you mind re-posting it in the Gather feedback topic in the community to ensure that the product managers review it?
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