How Clarify works
Clarify is a middleman. A member talks to the bot in a simple 1:1 chat; your team works the same conversation as an organised forum ticket. Clarify sits in the middle and relays every message both ways — so members get a clean support experience, your team gets full context, and staff never have to hand out their personal DMs.
This is the one idea everything else builds on. Read it once and the rest of Clarify makes sense.
Two views of one conversation
Every ticket has two sides that stay in sync:
The member's view
A private 1:1 chat — either their DM with the bot, or a private text channel only they and the bot can see. To the member it looks like a normal conversation.
The team's view
A forum ticket — one thread per conversation, in a forum channel your team can browse, search and sort. All the ticket's context lives here.
Clarify keeps both sides mirrored. A message written on either side is relayed to the other, so nobody has to copy anything across.
The message journey
Here's what happens end to end, from a member's first message to your team's reply.
A member opens a ticket
The member either DMs the bot directly, or clicks a button on a panel in your server. Either way, Clarify creates a ticket and opens the member's private view.
Clarify creates the team's thread
A new forum thread appears for your team — the ticket. It carries the category the member chose and the details they filled in, so the ticket arrives pre-sorted and complete.
The member writes → it appears in the thread
When the member sends a message, Clarify mirrors it into the ticket thread. It's posted through an anonymous relay named "Clarify Anonymous" that wears the member's name and avatar — so the thread reads like a real conversation, without exposing any behind-the-scenes plumbing.
Your team replies → it reaches the member
When a staff member replies in the thread, Clarify relays it back to the member's private view. The staff display name is shown to the member, so they know a real person is helping them.
Everything stays lined up
Each relayed message keeps a hidden cross-reference, so replies line up correctly on both sides. Attachments, embeds and buttons are mirrored too — an image sent by the member shows up in the thread, and vice versa.
Who sees whose name
The relay is asymmetric on purpose:
| Direction | How the sender appears |
|---|---|
| Member → team thread | Delivered by the "Clarify Anonymous" relay, wearing the member's name and avatar. |
| Team thread → member | The replying staff member's display name is shown to the member (replies aren't anonymous by default). |
This gives you two guarantees at once:
Staff stay private
Staff never DM the member from their personal account. Because Clarify is always the middleman, staff personal accounts and DMs stay private — a member never learns a staff member's handle or messages them directly.
The thread stays clean
Inside the thread, the anonymous relay keeps the conversation reading naturally without cluttering it with bot mechanics. Your team sees who the member is and who on the team replied — nothing more.
Everything is recorded
As messages flow both ways, Clarify keeps the full history of the conversation — content, who sent what, timestamps and attachments. When a ticket closes, the closing card carries a Transcript button that opens that history on its own page — for the ticket's participants and your team by default, or for anyone with the link if you choose so in the Transcripts module.
Why the relay matters
Simple for members
A private 1:1 chat with the bot — no channels to find, no roles to ping.
Organised for your team
Every ticket is a searchable forum thread with the category and details attached.
Private for staff
Nobody shares personal DMs — the bot is always the go-between.
Logged for the record
The whole conversation is saved and opens as a transcript from the closing card.
Where to go next
Quickstart
Add Clarify, run onboarding, create a category, and handle your first ticket end to end in a few minutes.
Tickets & delivery modes
What a Clarify ticket is, the three delivery modes that decide where the customer's side lives, message mirroring, and how to browse and act on tickets in the dashboard.