The relay & your privacy
Clarify sits in the middle of every ticket. A member talks to the bot; your team replies in a forum thread; messages flow both ways. Because the bot is always the middleman, your staff never hand out their personal accounts — and the member gets a clean 1:1 conversation. This page explains exactly who sees what.
The two sides of a ticket
Every ticket has two views that Clarify keeps in sync:
- The member's view — their DM with the bot, or a private channel only they and the bot can see.
- Your team's view — a forum channel, with one thread per ticket.
Clarify mirrors messages between the two, so a member and your team can talk without ever being in the same channel.
What the member sees
When your team replies, Clarify delivers the message to the member's DM or channel. The staff member's display name is shown on that reply — replies aren't anonymous to the member. They can see a real person is helping them, and who.
What the member never sees is your staff's personal account. They can't DM that person directly, tag them, or reach them outside the ticket. The bot carries every message, so there's nothing personal to expose.
What your team sees
When a member writes, Clarify mirrors the message into the ticket's forum thread. In the thread, the message arrives through an anonymous webhook that wears the sender's own name and avatar — so the thread reads like a natural conversation, without exposing the bot's plumbing behind it.
Your team replies in the thread as normal. Clarify relays each reply to the member and keeps both sides lined up, including attachments, embeds and buttons.
Why staff stay private
This is the heart of the middleman design:
No personal DMs
Staff never message the member from their own account. The bot relays everything, so personal DMs and profiles stay out of the ticket entirely.
One point of contact
The member only ever talks to the bot. There's no way to route around it to reach a staff member directly.
Members still see who helped
Replies show the staff display name, so support feels human — private accounts, not anonymous robots.
Transcripts: participants & contributors
When a ticket closes, its full history is available on a transcript page (and as an HTML download). The transcript names two groups so the member can see who was involved:
- Participants — the member who opened the ticket.
- Contributors — the staff who replied and helped.
Both appear in the transcript, so the member has a clear record of who assisted them.
Hiding identities
If you'd rather not show names on a transcript, the Transcripts module has an anonymise option. When it's on, members appear as generic labels like "User #1" and your team as "Staff" — useful when you share transcripts more widely. To hide only your team's identities, use the Anonymous Mode switch in General settings; it applies to transcripts as well.
In short
- The member sees the bot plus the display name of whoever replies — replies aren't anonymous to them.
- Your team sees each member message arrive through an anonymous webhook in the forum thread.
- Staff never DM the member from a personal account — the bot is always the middleman, so personal accounts and DMs stay private.
- Transcripts list participants (the opener) and contributors (staff who helped); the anonymise option hides member identities.