Key Features & Definitions

Below, you'll find key terms and their definitions. These terms will help you understand how Cove's Moderator Console feature works and how to use it effectively.

Jobs

A Job represents something that needs to be reviewed by a human. Jobs typically consist of one of the following:

• An Item (e.g. Comment, Post, Profile) that was reported/flagged by a user
• An Item that was flagged by one of your Automated Rules
• An appeal request submitted by a user, asking you to re-review a previous moderation decision. Any previous moderation decision will be tied to a particular Item that the moderator can reference in their re-review.

When a moderator reviews a Job, Cove will render as much relevant information about the Job and its corresponding Item as possible. As a baseline, the Item's fields will render, and depending on the Item's type (e.g. whether it's a DM, Comment, Profile, etc.), we'll try to render additional relevant information and surrounding context, including:

• For messages in a chat thread, we'll show previous and subsequent messages.
• If a user is reported, we'll show any previous moderation Actions taken on the user, the moderators who took those actions, and other recent content created by the user.
• If a piece of content is reported, we'll show the user who created the content, and all the information about the user listed in the bullet point above.

Each Job has its own hyperlink and can be shared across anyone at your company who has a Cove account, and Cove will only process the first decision that a moderator makes in order to ensure that no User is accidentally penalized more than once.

Decisions

To resolve a Job, a moderator has to make a Decision on the Job. Decisions are made up of a few components:

• Action(s): You can specify whether the Item in the Job should receive one or more Actions, and you can select those Actions in the "Decision" menu on the right side of the page. If no Action should be applied to the Item, you can select "Ignore" as your Decision.
• Policy(ies): If you select to apply an Action, rather than selecting the "Ignore" Decision, then you can also tie that Action to one or more Policies. For example, to ban a user for violating your Hate Speech policy, you could select the Action "Ban User" and the Policy "Hate Speech", and then click "Submit".

You may also see information in the Job that are related to the main Item in the Job, and you may need to take Action on those related Items as well. You can take Actions on these related Items, and we'll keep records of those Actions, but they won't be treated as the main Decision on the Job. The main Decision is just the decision that is taken on the primary Item associated with the Job.

Comments

Moderators can leave comments on each Job, which can be useful for record keeping or for discussing what Decision should be made on the Job. You can add and view comments in the "Report" section of the Job, which always shows up at the top of the Job.

Queues

Queues are queues (i.e. ordered containers) that contain Jobs. You can read more about how Cove's Queues work here.

Routing

When a Job is created, if you have multiple Queues, you'll have to decide in which Queue the Job should end up. You can automate that decisioning process through Routing Rules, which allow you to create your own routing logic that routes Jobs to the right Queue based on each Job's characteristics. Read more about Routing Rules here.

Recent Decisions

The Recent Decisions dashboard allows you to review past moderator Decisions that have been taken in your Moderator Console. It includes basic information like the Decision(s) that was taken on each Job and the moderator who made the Decision. You can also see the full Job itself if you decide you want to investigate further, take additional Actions, or overturn a previous Decision.