Agent WranglersTrust and safety playbook
Rules for apps where users post, upload or message. Report buttons, moderation queues, fair decisions and appeals, and sign-up fraud, each with a check.
- Required 3
- Recommended 13
A trust and safety playbook for any app where users post, upload, message or sell to each other. It starts with report buttons and one moderation queue sorted by harm. Then it covers decisions, warnings, orders from authorities, child safety reports and appeals. It ends with scoring sign-ups for fraud, limits for new accounts, ban evasion, and the tools and switches a moderation team needs.
The legal duties behind it sit in the compliance playbook, mainly its online platforms chapter on the EU Digital Services Act. This playbook links to those rules and covers the daily work that keeps them true. Most rules fit a team of one moderator as well as a team of fifty.
Chapters
Reports and queues
Put a report button on all user content. Gather every report and flag in one queue, and work it in order of harm and deadline.
- Recommended 5
Decisions and appeals
Act on authority orders and child safety reports within their legal deadlines, warn before you suspend, keep removed content and review every appeal again.
- Required 2
- Recommended 3
Sign-up fraud and abuse
Score each sign-up from a few signals, give new accounts low limits until they earn trust, and spot banned people who come back.
- Recommended 3
Running trust and safety
Show moderators only what each case needs. Keep switches that stop an abuse wave in a minute, and watch the rates that warn of one.
- Required 1
- Recommended 2
This is a lot to check. An Expert can check it for you.
Related playbooks
For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/trust-and-safety">Agent Wranglers trust and safety playbook</a>. In code you write, add a comment next to it with the same link.