Community forum moderation escalation automation

Purpose

1.1. Automate detection and escalation of critical community forum posts (abuse, urgent support, violations) to appropriate staff, reducing response times and improving shop reputation.
1.2. Route flagged threads on topics such as customer safety, inappropriate content, or urgent product queries to specialized aeromodel shop or hobby support staff.
1.3. Ensure real-time, multi-channel escalation for faster intervention and policy compliance.

Trigger Conditions

2.1. Posts or replies flagged by community for abuse, spam, or policy violations.
2.2. Content containing urgent language such as “danger,” “hurt,” or urgent support requests.
2.3. Escalation required when a post receives more than X negative reactions or flags within Y minutes.
2.4. No staff response detected after Z minutes on critical topics.

Platform Variants

3.1. Discourse API
• Feature/Setting: Webhooks - “Post flagged,” “Topic flagged” event triggers escalations via custom webhook endpoints.
3.2. Zendesk
• Feature/Setting: Tickets API - Create/Update ticket upon forum escalation, assign to specific support group.
3.3. Slack
• Feature/Setting: Incoming Webhooks or Conversations API - Send flagged message summaries and escalation alerts to moderation channels.
3.4. Microsoft Teams
• Feature/Setting: Incoming Webhook - Push alerts of high-severity community flags directly to dedicated Teams channel.
3.5. Gmail
• Feature/Setting: SMTP API - Sends auto-generated escalation reports to relevant support emails.
3.6. Freshdesk
• Feature/Setting: Ticket Creation API - Logs escalation as a priority support ticket.
3.7. Google Sheets
• Feature/Setting: Sheets API - Append escalation details for tracking, management reporting, and compliance.
3.8. Asana
• Feature/Setting: Tasks API - Creates action items for moderators on escalated discussions.
3.9. Jira
• Feature/Setting: Issue Creation API - Opens incident issues when complex/technical escalations detected.
3.10. PagerDuty
• Feature/Setting: Events API - Triggers high-priority mobile push or call on urgent escalations.
3.11. Trello
• Feature/Setting: Cards API - Moves/creates cards in “Moderation” board for flagged posts needing review.
3.12. Monday.com
• Feature/Setting: Item Creation API - Logs escalations for team action and follow-up.
3.13. Salesforce Service Cloud
• Feature/Setting: Case Object API - Registers new cases for escalated forum threads, assigns SLA.
3.14. Telegram
• Feature/Setting: Bot API - Sends escalation alerts to admin group chat for immediate attention.
3.15. WhatsApp Business
• Feature/Setting: Cloud API - Directly notifies support staff when critical escalation detected.
3.16. Facebook Workplace
• Feature/Setting: Graph API - Posts flagged escalation event to company group for social discussion management.
3.17. ServiceNow
• Feature/Setting: Incident API - Opens incidents with attached forum thread data for IT/incident tracking.
3.18. Intercom
• Feature/Setting: Conversation API - Initiates live chat or bot sequence with user when post escalated.
3.19. HubSpot
• Feature/Setting: Ticket API - Logs forum escalations as customer service tickets with thread context.
3.20. Twilio SMS
• Feature/Setting: Messaging API - Sends SMS alert to moderation team for immediate action.

Benefits

4.1. Reduces manual moderation workload by instantly notifying the correct staff.
4.2. Addresses critical community engagement issues swiftly to protect brand reputation.
4.3. Tracks and documents all escalations for compliance, analysis, and improvement.
4.4. Multi-channel integration allows real-time alerts via email, SMS, chats, and support systems.
4.5. Improves customer trust by ensuring prompt and consistent support in the forum.