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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 ",[256,261,262],{},"staff never have to hand out their personal DMs",".",[252,265,266],{},"This is the one idea everything else builds on. Read it once and the rest of Clarify makes sense.",[268,269,271],"h2",{"id":270},"two-views-of-one-conversation","Two views of one conversation",[252,273,274],{},"Every ticket has two sides that stay in sync:",[276,277,278,290],"card-group",{},[279,280,283],"card",{"icon":281,"title":282},"i-lucide-user","The member's view",[252,284,285,286,289],{},"A private 1:1 chat — either their ",[256,287,288],{},"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.",[279,291,294],{"icon":292,"title":293},"i-lucide-users","The team's view",[252,295,296,297,300],{},"A ",[256,298,299],{},"forum ticket"," — one thread per conversation, in a forum channel your team can browse, search and sort. All the ticket's context lives here.",[252,302,303],{},"Clarify keeps both sides mirrored. A message written on either side is relayed to the other, so nobody has to copy anything across.",[305,306,307],"tip",{"to":43},[252,308,309,310,313,314,263],{},"The member's view can be a DM, a private channel or a forum thread depending on your ",[256,311,312],{},"ticketing mode",". See ",[315,316,317],"a",{"href":43},"Tickets and modes",[268,319,321],{"id":320},"the-message-journey","The message journey",[252,323,324],{},"Here's what happens end to end, from a member's first message to your team's reply.",[326,327,329,334,345,349,356,360,372,376,383,387],"steps",{"level":328},"3",[330,331,333],"h3",{"id":332},"a-member-opens-a-ticket","A member opens a ticket",[252,335,336,337,340,341,344],{},"The member either ",[256,338,339],{},"DMs the bot"," directly, or ",[256,342,343],{},"clicks a button on a panel"," in your server. Either way, Clarify creates a ticket and opens the member's private view.",[330,346,348],{"id":347},"clarify-creates-the-teams-thread","Clarify creates the team's thread",[252,350,351,352,355],{},"A new ",[256,353,354],{},"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.",[330,357,359],{"id":358},"the-member-writes-it-appears-in-the-thread","The member writes → it appears in the thread",[252,361,362,363,366,367,371],{},"When the member sends a message, Clarify mirrors it into the ticket thread. It's posted through an anonymous relay named ",[256,364,365],{},"\"Clarify Anonymous\""," that wears the ",[368,369,370],"em",{},"member's"," name and avatar — so the thread reads like a real conversation, without exposing any behind-the-scenes plumbing.",[330,373,375],{"id":374},"your-team-replies-it-reaches-the-member","Your team replies → it reaches the member",[252,377,378,379,382],{},"When a staff member replies in the thread, Clarify relays it back to the member's private view. The ",[256,380,381],{},"staff display name is shown to the member",", so they know a real person is helping them.",[330,384,386],{"id":385},"everything-stays-lined-up","Everything stays lined up",[252,388,389,390,393],{},"Each relayed message keeps a hidden cross-reference, so replies line up correctly on both sides. ",[256,391,392],{},"Attachments, embeds and buttons are mirrored too"," — an image sent by the member shows up in the thread, and vice versa.",[395,396,397],"note",{},[252,398,399,400,403],{},"Staff always reply ",[256,401,402],{},"inside the ticket thread",", never from their own DMs. Clarify does the relaying. This is what keeps the conversation organised and staff accounts private.",[268,405,407],{"id":406},"who-sees-whose-name","Who sees whose name",[252,409,410],{},"The relay is asymmetric on purpose:",[412,413,414,427],"table",{},[415,416,417],"thead",{},[418,419,420,424],"tr",{},[421,422,423],"th",{},"Direction",[421,425,426],{},"How the sender appears",[428,429,430,442],"tbody",{},[418,431,432,436],{},[433,434,435],"td",{},"Member → team thread",[433,437,438,439,441],{},"Delivered by the ",[256,440,365],{}," relay, wearing the member's name and avatar.",[418,443,444,447],{},[433,445,446],{},"Team thread → member",[433,448,449,450,453],{},"The replying staff member's ",[256,451,452],{},"display name"," is shown to the member (replies aren't anonymous by default).",[252,455,456],{},"This gives you two guarantees at once:",[326,458,459,463,470,474],{"level":328},[330,460,462],{"id":461},"staff-stay-private","Staff stay private",[252,464,465,466,469],{},"Staff never DM the member from their personal account. Because Clarify is always the middleman, ",[256,467,468],{},"staff personal accounts and DMs stay private"," — a member never learns a staff member's handle or messages them directly.",[330,471,473],{"id":472},"the-thread-stays-clean","The thread stays clean",[252,475,476],{},"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.",[305,478,479],{"to":213},[252,480,481,482,263],{},"Want the full trust story — what's shared, what isn't, and why staff are protected? See ",[315,483,484],{"href":213},"The middleman",[268,486,488],{"id":487},"everything-is-recorded","Everything is recorded",[252,490,491,492,495,496,499],{},"As messages flow both ways, Clarify keeps the ",[256,493,494],{},"full history"," of the conversation — content, who sent what, timestamps and attachments. When a ticket closes, the closing card carries a ",[256,497,498],{},"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.",[305,501,502],{"to":108},[252,503,504,505,263],{},"How the transcript link is delivered on close, and whether the customer is asked for a rating, is set in the ",[315,506,507],{"href":108},"Transcripts module",[268,509,511],{"id":510},"why-the-relay-matters","Why the relay matters",[276,513,514,521,528,534],{},[279,515,518],{"icon":516,"title":517},"i-lucide-message-circle","Simple for members",[252,519,520],{},"A private 1:1 chat with the bot — no channels to find, no roles to ping.",[279,522,525],{"icon":523,"title":524},"i-lucide-folder-kanban","Organised for your team",[252,526,527],{},"Every ticket is a searchable forum thread with the category and details attached.",[279,529,531],{"icon":198,"title":530},"Private for staff",[252,532,533],{},"Nobody shares personal DMs — the bot is always the go-between.",[279,535,538],{"icon":536,"title":537},"i-lucide-history","Logged for the record",[252,539,540],{},"The whole conversation is saved and opens as a transcript from the closing card.",[268,542,544],{"id":543},"where-to-go-next","Where to go next",[276,546,547,553,559],{},[279,548,550],{"icon":549,"title":317,"to":43},"i-lucide-git-branch",[252,551,552],{},"Choose how the member's side looks — DM, private channel or forum thread.",[279,554,556],{"icon":50,"title":555,"to":48},"Categories and inputs",[252,557,558],{},"Pre-sort tickets and collect the right details up front.",[279,560,561],{"icon":195,"title":484,"to":213},[252,562,563],{},"The relay as a trust guarantee — exactly what is and isn't shared.",{"title":565,"searchDepth":566,"depth":567,"links":568},"",1,2,[569,570,571,572,573,574],{"id":270,"depth":567,"text":271},{"id":320,"depth":567,"text":321},{"id":406,"depth":567,"text":407},{"id":487,"depth":567,"text":488},{"id":510,"depth":567,"text":511},{"id":543,"depth":567,"text":544},"The relay at the heart of Clarify — how a member's message becomes a team ticket, and how replies flow back, with staff kept private.","md",null,{},{"icon":40},{"title":37,"description":575},"MbOhbT_QrqrYE8TlYQag80bVZGj2vBckQdgYGDY_kas",[583,585],{"title":26,"path":27,"stem":28,"description":584,"icon":6,"children":-1},"Add Clarify, run onboarding, create a category, and handle your first ticket end to end in a few minutes.",{"title":42,"path":43,"stem":44,"description":586,"icon":45,"children":-1},"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.",1792666271152]