Moderation Console

the moderation console is built around a case centric approach , consolidating all reports — from proactive detection or from user reports — on a given piece of content into a single view this gives moderators a comprehensive summary of reports and the full context around each case the interface is structured around four panels , with navigation and controls at the top on the top bar, you can see navigation breadcrumb shows where you are — reports (or appeals) / queue name / the content id of the case you're on undo button cancels the decision you have just taken, within a short window see the 10 second window below timer counts how long you have been on the current case it is also a button clicking it pauses your review, releases the case so another moderator can pick it up, and closes the console the 10 second window when you apply a policy, a decision or an action, nima does not send it immediately it holds the decision for 10 seconds and moves you to the next case during those 10 seconds the undo button is live and cancels the decision entirely — nothing is enforced and nothing reaches your platform once the 10 seconds elapse the decision is committed from that point the only way to change it is actions docid\ lsfkyoqsi365x alowit1 , which undoes the enforcement rather than cancelling it undo is available when you are working a queue it is not offered when reviewing appeals docid\ hadsvd38gpyc7canb4oyi left panel reports details this panel lists all the reports associated with the case , along with their audit trails each report card contains source where the report came from (user report, proactive detection, lea, trusted flagger, etc ) report age the time elapsed since the report was created, in a human readable format (e g "2 days 5 hours ago"), helping moderators prioritize cases at a glance input labels tags applied to categorize the report, either by the ai detection provider or by users reporting a content reason for report what users may have added when reporting a content confidence score when the report comes from proactive detection, the confidence score returned by the ai detection provider is displayed audit trails the history of actions, decisions, and changes related to that report reports can be filtered to help moderators focus on what they need most centre panel content and attributes this panel shows the reported content and its details content preview view the actual content (image, video, text, etc ) if preview isn't available, click the download link to inspect the original file toggle blur/unblur for sensitive content content details / metadata preview content text description or transcript when available content id unique identifier for this piece of content content type format (image, video, text, listing, etc ) country/locale location or language information custom attributes all the additional metadata like prior reviewer signals or system detected risks, as configured in custom attributes docid 2fmg8gdwrlps9p7lslnuf cases with several pieces of content when the reported item is a collection — an album, a listing with multiple images, a thread — the centre panel switches to a collection view every child item is listed with its own preview, and you can open each one individually while still deciding the case as a whole reported account panel the third panel is about the account behind the content, so you can tell a first time mistake from a repeat offender without leaving the case account name and id — click through for a full history of every case ingested in nima for that account violation rate — the share of the account's decided content that was found to violate a policy this now matches the definition used in the account view, so the same figure reads consistently across the console, the list view, and the account profile last report — when the account was last reported last 90 days — how many reports and how many policy violations the account has accumulated in that window account strikes — the strikes the account currently holds at each tier, as configured in account strike system docid\ imksiysjewzvi5ne93o7n account attributes — email plus the custom attributes chosen for this queue the panel is configurable per queue t\&s managers choose which attributes appear for each queue, so different teams surface the information relevant to their own review workflow moderators can also reach out to the account owner through request information , described below right panel actions and policies this is where you make your decision and apply the outcome policy configuration docid\ r6vgf6m3d k8slkyopppp to select whether the content violates a policy some policies have sub options to let you specify the exact type of violation actions docid\ lsfkyoqsi365x alowit1 you can choose only one policy or workflow action per report both actions and policies displayed for each queue are configurable in queues docid\ azsiick6eehflzwytql v keyboard shortcuts each policy, sub policy and decision can carry a shortcut key , shown as a small chip on its button pressing the key applies that decision without reaching for the mouse — the single biggest difference in throughput between a new moderator and an experienced one there is a separate shortcut for dismissing a case, and esc closes the open list shortcuts are set per user, so your team can standardise them or let each moderator choose their own when reviewing appeals docid\ hadsvd38gpyc7canb4oyi , only moderation actions will be displayed instead of policies yet, if the original decision was no policy violation, moderators will be able to take a policy decision in appeals too once a report has been moderated, if it will be re opened from the report list, you will find here the details of the policy and action applied by selecting a different policy, you will be changing the decision reporting to an external agency some policies are configured to trigger a report to an external agency when you apply one of these, nima asks you to confirm before the case is submitted onwards, so an external report is never filed without a moderator's explicit decision working a queue one case at a time opening a case locks it to you , so two moderators never review the same content in parallel if you open a case someone else is already holding, nima tells you who has it rather than letting you both work the lock is not indefinite when you reach the queue's maximum handling time , nima asks whether you need more time you can extend and carry on 30 seconds before the lock expires , a warning appears if you don't respond, the case is released back to the queue with the message "case released another moderator can now pick it up " — and anything you had not submitted is lost clicking the timer at the top releases the case deliberately, which is the clean way to step away maximum handling time and the auto release threshold are configured per queue — see queues docid\ azsiick6eehflzwytql v when the queue is empty once there are no cases left to serve, nima tells you the queue is clear rather than leaving you on a blank screen additional capabilities revert actions when a case has already been processed, you can use actions docid\ lsfkyoqsi365x alowit1 to change the previously applied decision this is useful for correcting mistakes identified during quality control or when new information changes the original decision to revert an action open a processed case in the moderation console click the "revert action" button select a revert action from the list (only actions marked as revert actions are shown) when you apply a revert action the original enforcement is undone on your platform via the configured webhook the affected user receives a notification (if a template is configured in user notification) explaining the reversal the revert action appears in the audit trail and in the report list view revert actions are configured in configure > trust & safety > actions as any other action when enforcement fails if the webhook carrying your decision to your platform comes back with an error, an action failure details entry appears on the case it opens the response nima received, so you can tell the difference between a decision that was never applied and one that simply hasn't propagated yet cases in this state are also highlighted in the reports list, and can be filtered with the failed reports status blur functionality to protect moderator wellbeing, you can blur sensitive images click the unblur button next to any blurred image to view the original, or click blur to reapply the effect blur and greyscale intensity are set per queue , so a team working sensitive content can have a stronger default than a team working spam — see blur functionality docid\ aa7jy1u8cvlirssikv i translating content when reviewing text in other languages, use the built in translation feature select your target language from the dropdown and click translate to instantly view the content in that language nima can also automatically translate content into english inside the console — including report text, reason for appeal messages, in console text content, and audio transcripts — so moderators can review multilingual content without switching to an external translation tool this is available on a per contract basis translation is not switched on for every instance if you do not see it, contact the tremau support team policy guidelines drawer click the policy guidelines icon in the console to open a right side drawer listing all your platform's policies and their descriptions moderators can reference policy details without navigating away from the current case, reducing context switching during active moderation knowledge hub and copilot two further drawers can be enabled on your instance knowledge hub — your own moderation guidance and reference material, available inside the console copilot — an assistant you can ask about the case in front of you both are enabled per instance if you do not see them, contact the tremau support team escalating or re routing cases escalate and re route sit at the bottom of the right hand panel for complex or sensitive cases that need expert review, click escalate select the appropriate escalation queue from the dropdown and confirm to move the case the case is immediately removed from your queue and sent to the specialized team escalation queues are created in queues docid\ azsiick6eehflzwytql v cases can be escalated also from the list view escalate is only offered on cases that have not yet been actioned , and reads "already escalated" when the case is in an escalation queue already when a case is better suited to a different workflow or team, you can re route it instead of escalating use it to send the case to another queue (for example, a different language, country, or product queue) once re routed, the case leaves your queue and appears in the destination queue's backlog re route stays available after a case has been actioned request information from reported accounts when you need more context before making a decision, use the request information feature to contact the reported accounts or reporters directly how it works click request information in the reported account or reporter panel of the moderation console write your question or request for clarification the user receives an email whose format can be customised by reaching out to the tremau support team with a call to action button that links to a nima form to submit a response the response appears as a chat like thread directly on the case in the moderation console moderators are notified whenever a new answer is submitted to one of their information requests to customise the email templates of your rfi, reach out to the tremau team moderator notes moderators can add notes to a case to share context and reasoning with the rest of the team notes are scoped to the content , not the individual report, so a note added on one report is visible across every report about the same content — giving teams a single, consistent thread and avoiding duplicated effort when the same content is reported multiple times notification center nima includes an in app notification center that alerts moderators when they are @mentioned in case notes a badge shows unread alerts, and each notification links directly to the relevant case so moderators can respond without losing context notifications can be marked as read or unread, deleted, and managed individually or in bulk exporting a case a case can be exported as a pdf audit trail , capturing the content, the reports against it and the full history of decisions — useful for legal requests, regulator correspondence and internal review