ℹ️ Content Moderation requires the Engage version of CustomerHub.
🛡️ What Is Content Moderation?
Content Moderation gives you the tools to keep your community healthy and safe. From the Moderation section (inside the Community hub), you can review reported content, approve or reject pending posts and comments, manage suspended users, and track past moderation decisions.
Navigate to Community → Moderation in the admin sidebar to access the moderation dashboard. The dashboard has four tabs:
Pending — Review reported content and approve pending posts/comments
Archive — Review past moderation decisions
Suspended — View and manage suspended users
Settings — Configure approval gates, rate limits, word blocklist, and more
💡 The Moderation card on the Community hub shows live counts of reports and approvals so you can see what needs attention at a glance.
💬 Comments Tab
The Comments tab shows all comments across your community in one place. Each comment displays:
The user's avatar and name
When the comment was posted (e.g., "3 days ago")
Which post the comment belongs to — click the post name to jump directly to it
The comment text
A heart icon for likes and a Reply button for threaded replies
Use the search bar to find specific comments. Click the three-dot menu (⋮) on any comment for additional actions like editing or deleting.
⏳ Pending Tab
The Pending tab is your primary moderation queue. It shows two types of items that need your attention:
Approvals
When Require approval for new space posts or Require approval for new comments is enabled in your moderation settings, new user-submitted content appears here with an Approval badge. Each approval shows:
The content title (e.g., "Comment from Landon Skyles") and its type (Comment or Space post)
Which admin the task is Assigned to, with a REASSIGN button to route it to someone else
The timestamp of submission
REJECT and APPROVE buttons to take action
Reports
When a user reports content or another user, a Report badge appears in the Pending tab. Reports can be for:
Users — a reported user profile (shows "Member" badge)
Space posts — reported community content (shows "Space post" badge with a content preview)
Each report shows who reported it and the reason (e.g., "spam", "other"). Click the REVIEW button to examine the content and decide whether to dismiss the report, remove the content, or take action against the user.
💡 Click REVIEW on any report to examine the full content and choose your response — dismiss the report, remove the content, or suspend the user.
🚫 Suspended Tab
The Suspended tab shows all users who have been suspended from your community. Suspending a user prevents them from posting, commenting, or sending DMs until a specified date.
You can also access suspended users by clicking the SUSPENDED USERS button in the top-right corner of the Moderation page. From this tab, you can:
View the list of suspended users and their suspension end dates
Lift a suspension early by unsuspending a user
⚠️ Suspending a user is different from removing them entirely. Suspended users can still log in and view content — they just cannot interact with the community until the suspension ends.
📂 Archive Tab
The Archive tab stores all past moderation actions that have been resolved. Use it to review previous decisions and maintain accountability. The archive table includes:
TYPE — what was reported (User or Space post)
CONTENT — the reported item name and the reason for the report
MEMBER — which admin handled the report
OUTCOME — the decision that was made (e.g., Dismissed)
RESOLVED — when the report was resolved
Use the search bar to find specific archived moderation actions.
⚙️ Moderation Settings
Configure your moderation rules from the SETTINGS tab on the Moderation page. Navigate to Community → Moderation → SETTINGS. These settings control how content is reviewed, filtered, and managed across your community.
Approval Gates
Hold user-submitted content for admin review before it appears in the community:
Require approval for new space posts — hold user-created posts for review
Require approval for new comments — hold user comments for review
Allow users to post to the All feed — control whether users can post directly to the main feed
New-User Gating
Minimum account age before posting (hours) — slow down throwaway accounts by requiring a minimum account age before they can post. Set to 0 to disable.
Moderation Tasks
Items needing review become admin tasks. Route them to the right people:
Assign moderation to — select specific admins to handle moderation tasks, or leave empty to assign to the app owner
Email assigned admins when moderation is needed — toggle email notifications so admins know when new tasks arrive
Rate Limits (Per User, Per Hour)
Set separate hourly limits for Posts, Comments, and Messages. Set 0 to disable a limit. Limits apply to non-admin users only.
Auto-Hide on Reports
Pending reports needed to auto-hide — automatically hide content once it accumulates this many reports. Set to 0 to disable. This is useful for large communities where content can be flagged by multiple users before an admin reviews it.
Word Blocklist
Add comma-separated terms that are blocked from community content. Case insensitive, matches anywhere in the content.
When a term matches — choose what happens when blocked content is detected (e.g., "Flag for review")
External Links
Link policy — control whether users can include external links in posts (e.g., "Allow all external links")
💡 Enable Require approval for new comments and assign a moderator to catch inappropriate content before it goes live. Pair it with the Word Blocklist to automatically flag content containing specific terms.
❓ Troubleshooting / FAQ
"Where do I find the Moderation page?"
Click Community in the admin sidebar, then click the Moderation card. Or navigate directly to Community / Moderation using the breadcrumb.
"How do users report content?"
Users can report posts, comments, or other users from within the community. Reported items appear in the Pending tab with a Report badge. Users choose a reason for the report (e.g., spam, other).
"What's the difference between Approvals and Reports?"
Approvals are content waiting for admin review before going live (triggered by approval gates in settings). Reports are content that users have flagged as potentially inappropriate after it was already posted.
"Can I assign moderation tasks to specific admins?"
Yes! Go to Community → Moderation → SETTINGS tab and set the Assign moderation to field. You can also click REASSIGN on individual pending items to route them to a different admin.
"What happens when I suspend a user?"
Suspended users cannot post, comment, or send DMs until the suspension date expires. They can still log in and view content. You can lift a suspension early from the Suspended tab.
"How does the Word Blocklist work?"
Add comma-separated terms in Community → Moderation → SETTINGS. When a user's post or comment contains a blocked term (case-insensitive, partial match), the action you set under "When a term matches" is triggered (e.g., "Flag for review").