# How ModMail Works ## The Concept Pretty much, a ModMail bot is a bot that helps staff interact effortlessly with their members, and the community around them. They help keep the identity of the staff replying confidential within the staff team, or shared if necessary. Everything is done super easily, meaning that if you have a good staff team, your members only need to message the bot, and get amazing support, instead of Direct Messaging many different Staff Members for assistance, when they are afk... To be able to understand the rest of this guide, make sure to go to our terminology page, to help understand the different terms we will use throughout our guide. ## How is a thread created? A thread is created when a member Direct Messages the ModMail bot and there is no thread already open for that member. The bot will then create a channel in the Staff Server, pinging all active staff. Then, the bot will show what message the member started with, so the staff can see it. **In all thread channels, Staff can talk normally, and it will not be received by the members.** --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://modmail.delvedev.com/master.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.