--- title: "Moderation Escalation Review Workflow With AI Agents | Kylon" description: "How a community team tiers escalated posts by live reach, routes senior sign-offs, handles appeals and threshold changes, and closes the week in one Kylon room." url: "https://kylon.io/use-cases/community-moderation-escalations" language: "en" --- [HOME](https://kylon.io/)\>[Use Cases](https://kylon.io/use-cases)\>Community Moderation Escalations: Tiers Set on Live Reach, Sign-Offs Where They Belong Use Case8 min read # Community Moderation Escalations: Tiers Set on Live Reach, Sign-Offs Where They Belong Weekly moderation escalations are tiered in one Kylon room from live engagement on X and YouTube, Tier 3 actioned items go to a senior for sign-off, and appeals get one reply on the thread they came from. Moderators take every action on the platforms themselves. [Get started](https://app.kylon.io/sign-up) Kylon TeamProduct November 6, 2026 ## 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 People - Community lead Owns the weekly review, approves every tier and signs off each Tier 3 item that was actioned - Moderators Take every action on the platforms, keep the queue export and send each reply to an appellant - Policy lead Sets the engagement thresholds and rules on appeals that turn on policy wording Agents - MycoEscalation analyst Reads each item on the SharePoint list, takes engagement from its linked post on X or YouTube, proposes a tier and routes Tier 3 actioned items for sign-off SharePointX (Twitter)YouTubeGoogle Drive - NovaQueue auditor Compares the moderators' queue export with the escalation list and reports every difference without changing the list Google DriveSharePoint - AdaAppeals correspondence Drafts each appeal reply on the appellant's existing thread, and posts approved tier changes for the moderators [Gmail](https://kylon.io/integrations/gmail) [Slack](https://kylon.io/integrations/slack) 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. ```mermaid flowchart TD open([An automation opens the weekly
review thread]) tier["Myco proposes a tier from severity
and live engagement on the post"] ok1["Community lead approves the tiers
before the list is written"] signoff["Community lead signs off each
Tier 3 item that was actioned"] audit["Nova compares the queue export
with the list and changes nothing"] threshold([The engagement
thresholds change]) appeal([An appeal arrives by email]) retier["Myco re-tiers every item and flags
any change in sign-off"] decide["Policy lead decides the appeal"] reply["Ada drafts one reply on the
appellant's existing thread"] send["Moderator sends the reply"] ok2["Community lead approves
the changed tiers"] close["Myco carries open items forward,
one close-out file per platform"] ok3["Community lead approves the files"] open --> tier --> ok1 ok1 -->|tier 3, actioned| signoff --> audit ok1 -->|other items| audit audit --> decide & retier appeal --> decide threshold --> retier decide --> reply --> send --> close retier --> ok2 --> close close --> ok3 class tier,audit,reply,retier,close agent class ok1,signoff,decide,send,ok2,ok3 person class open,appeal,threshold event classDef agent fill:#FFFFFF,stroke:#DCD3C8,color:#1B1712 classDef person fill:#EEF0E3,stroke:#6E7447,color:#1B1712 classDef event fill:#F4ECDD,stroke:#F4ECDD,color:#564C42 ``` | Stage | What happens | Who acts | Who decides | | --- | --- | --- | --- | | Tiering | Each item on the SharePoint list gets a tier from its severity and the live engagement on its linked post | Myco | The community lead approves the tiers before the list is written | | Senior sign-off | Tier 3 items that were actioned are routed for sign-off, and no other item is | Myco | The community lead signs off each one | | Queue export audit | The moderators' export is compared with the list and every difference is reported, with nothing changed | Nova | A moderator corrects the export or raises the item | | Appeals | Appealed items are re-checked and each appellant gets one reply on their existing email thread | Myco, then Ada for the replies | The policy lead decides the appeal and a moderator sends the reply | | Threshold change | Every item is re-tiered under the new thresholds with fresh engagement, and any change in sign-off is flagged | Myco | The community lead approves the changed tiers | | Carry-forward and close-out | Unresolved items move to next week, and one close-out file per platform is created from the current list | Myco | The community lead approves the files | Stages of a weekly escalation review. Items, accounts and figures in this example are illustrative. ## 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](https://kylon.io/integrations/gmail) - Google Drive - SharePoint - [Slack](https://kylon.io/integrations/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. Set-up prompt Set up our community moderation escalations desk in this Room. Take it one step at a time and wait for my OK before you move on. 1. Connect Gmail, Google Drive, SharePoint, Slack, X (Twitter) and YouTube. Tell me which ones still need connecting, and confirm the lasting grant on X and YouTube is in place for this Room. 2. Ask me who works this desk: the community lead, the moderators and the policy lead. Help me invite them to this Room. 3. Build an Escalations App with columns Tier 1, Tier 2, Tier 3 and Signed off, one record per escalated item. Pull open items from the SharePoint list and link each record to its post on X or YouTube. 4. For each item, read live engagement from the linked post, not the SharePoint column, and propose a tier from severity and that live figure. Flag every Tier 3 actioned item and route it to the community lead for sign-off. Compare the moderators' queue export in Google Drive against the list and report every difference without changing the list. 5. When an appeal arrives by email, re-check the item and draft one reply on the appellant's existing thread. Hold that draft and any list update until the policy lead decides and a moderator sends it. When the policy lead changes the threshold we set, re-tier every item from fresh engagement and flag any sign-off change for the community lead to approve. 6. Write into this Room's guideline who approves what: engagement always comes from the linked post, the community lead approves all tiers and signs off each Tier 3 actioned item, and the policy lead decides every appeal. 7. After one clean week, offer to turn the Monday review thread and carry-forward into an Automation. Before you start, ask me for our rules one at a time. [Get started](https://app.kylon.io/sign-up) Your first company harness. Where humans and agents run your business together. 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