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MODERATION GUIDE

Write rules that protect discussion.

Be clear about unwanted content, leave space for criticism and review the decisions that need judgment.

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PRACTICAL GUIDE

Moderation guide

1

Separate unwanted content from an unhappy person.

2

Use concrete examples.

3

Review the recorded outcomes.

4

Know the current scope.

01 / MODERATION GUIDE

Separate unwanted content from an unhappy person.

Start by describing spam, scams, harassment and other content you do not want on the account. Then describe how to handle complaints. A customer reporting a problem may need a reply or personal attention rather than a hidden comment.

02 / MODERATION GUIDE

Use concrete examples.

A rule such as “hide bad comments” leaves too much room for interpretation. Explain the behavior you mean and provide examples without turning every negative word into a violation.

  • Unrelated promotional links repeated across posts.
  • Abusive language aimed at another commenter.
  • A service complaint that should remain for human review.

03 / MODERATION GUIDE

Review the recorded outcomes.

Check the moderation workspace and account health. Inspect uncertain cases and restore a hidden comment where appropriate and supported. A failed hide or missing permission requires action; it is not a completed moderation decision.

04 / MODERATION GUIDE

Know the current scope.

Custom rules apply to text. Image moderation, impersonator detection and user blocking are not available. Facebook and Instagram support depends on the account permissions and the type of comment.

Good questions.

What to know before you begin.

Ask us
Should criticism be hidden?

Not simply because it is criticism. Define the difference between harmful content and a complaint that deserves a response.

Can I run moderation without automatic replies?

Yes. Moderation and reply automation have separate controls.

Will every action work on every comment?

No. Platform permissions and comment types affect the available actions. Review failures and account health.

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