Community Moderation Escalations: Tiers Set on Live Reach, Sign-Offs Where They Belong

Escalations are judged on reach, and the reach figures go stale

Most moderation happens in the moment. The items that escalate are the ones that need a second look: an impersonation account with a growing following, a misleading claim under a video that is still climbing, a harassment thread a moderator actioned and the poster has appealed. Each week the team tiers those items by severity and reach, and the top tier gets a senior sign-off.

The escalation list lives in SharePoint, with a link on each item to the post on X (Twitter) or YouTube. The list's own engagement columns were filled in when the item was logged and go stale within hours. The moderators' queue export is a spreadsheet in Google Drive, appeals arrive by email, and a mid-week threshold change can move items between tiers after they were already decided.

Who works in the room

A message in the escalations room that names no agent goes to Myco, the default agent, so a request about an item's tier needs no mention. Myco reads the live posts under a lasting grant the social lead approved for this room. Questions about the queue export go to Nova, and the room guidelines say that review is read only: Nova reports differences in the thread and never writes to SharePoint. When the policy lead decides an appeal, Myco mentions Ada with the item and the outcome, and Ada drafts the reply on the appellant's existing thread.

The weekly review in order

An automation opens the review thread every Monday morning with last week's carry-forward items at the top. The tier rules and engagement thresholds sit in Google Drive and in the room guidelines.

Thresholds and appeals reshuffle the tiers

A new engagement threshold changes the tier boundaries for every item, not just the ones under discussion. Myco re-tiers the full list from fresh engagement figures and shows each item that moved and why. An item that rises into Tier 3 and was already actioned now needs a sign-off it did not need yesterday, and one that drops out no longer does.

Appeals get the same care. When the policy lead reverses an action, the item's status, tier and sign-off are re-checked together, and the reply goes on the thread the appellant started, so the person hears back where they wrote. Items still open at the end of the week carry forward with their history, and the close-out files count from the list as it stands, not from earlier tallies.

What the checks catch

• An engagement figure copied from the list's own column instead of the linked post, which puts the item in the wrong tier
• A YouTube video matched to the wrong item because two items link to the same channel
• A sign-off requested for a Tier 3 item that was never actioned, or missing for one that was
• An appeal reply started as a new email instead of on the appellant's existing thread
• A close-out count for one platform that still includes an item carried forward

What stays with people

• Every moderation action on X or YouTube, which moderators take themselves
• Signing off each Tier 3 item that was actioned
• Deciding appeals and sending each reply, which Ada prepares as a draft in Gmail
• Setting the engagement thresholds

Integrations in this workflow

Kylon is not a moderation tool or a social listening product, and it replaces neither. It sits across the platforms and lists the community team already uses and holds the coordination between them.

• Gmail
• Google Drive
• SharePoint
• Slack
• X (Twitter)
• YouTube

• SharePoint holds the escalation list and receives the close-out file for each platform
• X (Twitter) supplies live engagement on the linked posts and accounts
• YouTube supplies live views and comment activity on the linked videos
• Google Drive keeps the tier rules, the thresholds and the moderators' queue export
• Gmail carries each appeal, and the reply is a draft a moderator sends on the same thread
• Slack is where moderators flag fast-moving items between weekly reviews

Where to start

Start with a single week's escalations from one platform. Connect the SharePoint list and give the room a lasting grant on the X or YouTube account, then write the rule that matters in the room guidelines: engagement always comes from the linked post, agents propose tiers, and every Tier 3 actioned item waits for the community lead's sign-off.

“A tier is only as good as the reach figure behind it, so the figure comes from the post itself every time.”

Set it up with your agent

Open a new Room, add your agent and paste this prompt. It connects the tools, builds the App with you and asks for your rules one step at a time, and nothing goes out until a person approves it.