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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.",[256,257,258],"tip",{"to":38},[252,259,260,261,267],{},"New to the relay? 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They can see a real person is helping them, and who.",[252,307,308],{},"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.",[310,311,312],"note",{},[252,313,314],{},"\"Display name\" is the name shown in your Discord server. The member sees that name and the bot — not an email, not a personal profile, not a way to message the person off-ticket.",[269,316,318],{"id":317},"what-your-team-sees","What your team sees",[252,320,321,322,325],{},"When a member writes, Clarify mirrors the message into the ticket's forum thread. In the thread, the message arrives through an ",[262,323,324],{},"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.",[252,327,328],{},"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.",[269,330,332],{"id":331},"why-staff-stay-private","Why staff stay private",[252,334,335],{},"This is the heart of the middleman design:",[337,338,339,347,353],"card-group",{},[340,341,344],"card",{"icon":342,"title":343},"i-lucide-user-x","No personal DMs",[252,345,346],{},"Staff never message the member from their own account. The bot relays everything, so personal DMs and profiles stay out of the ticket entirely.",[340,348,350],{"icon":195,"title":349},"One point of contact",[252,351,352],{},"The member only ever talks to the bot. There's no way to route around it to reach a staff member directly.",[340,354,357],{"icon":355,"title":356},"i-lucide-eye","Members still see who helped",[252,358,359],{},"Replies show the staff display name, so support feels human — private accounts, not anonymous robots.",[269,361,363],{"id":362},"transcripts-participants-contributors","Transcripts: participants & contributors",[252,365,366],{},"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:",[277,368,369,375],{},[280,370,371,374],{},[262,372,373],{},"Participants"," — the member who opened the ticket.",[280,376,377,380],{},[262,378,379],{},"Contributors"," — the staff who replied and helped.",[252,382,383],{},"Both appear in the transcript, so the member has a clear record of who assisted them.",[256,385,386],{"to":108},[252,387,388,389,393],{},"Transcripts are a module you can turn on and tune — who may open them, what they show, whether they can be rated. See ",[262,390,391],{},[265,392,107],{"href":108},".",[395,396,398],"h3",{"id":397},"hiding-identities","Hiding identities",[252,400,401,402,405,406,409,410,413,414,416],{},"If you'd rather not show names on a transcript, the Transcripts module has an ",[262,403,404],{},"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 ",[262,407,408],{},"team's"," identities, use the ",[262,411,412],{},"Anonymous Mode"," switch in ",[265,415,73],{"href":74},"; it applies to transcripts as well.",[310,418,419],{},[252,420,421],{},"Anonymise affects the transcript page and its download only. It doesn't change how the live ticket works or what your team sees while the ticket is open.",[269,423,425],{"id":424},"in-short","In short",[277,427,428,439,445,452],{},[280,429,430,431,434,435,438],{},"The member sees the ",[262,432,433],{},"bot"," plus the ",[262,436,437],{},"display name"," of whoever replies — replies aren't anonymous to them.",[280,440,441,442,444],{},"Your team sees each member message arrive through an ",[262,443,324],{}," in the forum thread.",[280,446,447,448,451],{},"Staff ",[262,449,450],{},"never DM the member"," from a personal account — the bot is always the middleman, so personal accounts and DMs stay private.",[280,453,454,455,458,459,462,463,465],{},"Transcripts list ",[262,456,457],{},"participants"," (the opener) and ",[262,460,461],{},"contributors"," (staff who helped); the ",[262,464,404],{}," option hides member identities.",{"title":467,"searchDepth":468,"depth":469,"links":470},"",1,2,[471,472,473,474,475,479],{"id":271,"depth":469,"text":272},{"id":297,"depth":469,"text":298},{"id":317,"depth":469,"text":318},{"id":331,"depth":469,"text":332},{"id":362,"depth":469,"text":363,"children":476},[477],{"id":397,"depth":478,"text":398},3,{"id":424,"depth":469,"text":425},"Who sees what when Clarify relays a ticket — staff stay anonymous in the forum, personal DMs stay private, and members see who helped.","md",null,{},{"icon":215},{"title":212,"description":480},"5aQT_ccemB3Rk17g8s5bnIGPlTg76G70VBFmgNwEyB8",[488,490],{"title":207,"path":208,"stem":209,"description":489,"icon":210,"children":-1},"How Clarify encrypts your payment keys, tokens and connector credentials at rest, and why the dashboard never shows them again.",{"title":217,"path":218,"stem":219,"description":491,"icon":220,"children":-1},"Who can sign in to the Clarify dashboard, what each admin level can do, and how access is scoped and revoked per server.",1792666273509]