Messaging & Moderation: Communicating Clearly with Buyers

Direct Communication on KALEKT

Direct Messaging (DMs) connects you with buyers instantly—whether resolving order questions, sharing coin details, or building collector relationships. Combined with Live Show moderation tools, these features help you create a professional, trustworthy selling environment.

Remember: All communication stays on KALEKT. Protect yourself and buyers by keeping conversations within the platform where support can assist if needed.

Starting Direct Messages on Mobile

1. Tap Activity icon at bottom of your screen
2. Select “Messages” tab to view conversations or start new ones
3. Tap compose button (top right corner)
4. Type buyer’s username in the search field
5. Start typing your message

Create group messages with up to 15 users by adding multiple usernames. Perfect for coordinating with co-hosts or updating multiple buyers about shipment delays.

Alternative Message Routes

Start conversations directly from orders:

1. Navigate to Profile > Seller Hub > Orders
2. Select the relevant order
3. Tap “Message Buyer”

During Live Shows, click any username in chat to open their profile and message privately.

Starting Direct Messages on Web

1. Visit kalekt.com and sign in
2. Click “Messages” next to your profile icon
3. Select “New Message”
4. Enter username in the “To:” field
5. Type and send your message

Access messages through Seller Hub by selecting any order and clicking the buyer’s username. This opens messaging in a new tab while keeping your order details visible.

Critical Messaging Rules

Keep Everything on KALEKT

Never exchange personal contact information. Don’t share:

1. Phone numbers
2. Email addresses
3. Social media handles
4. Payment app usernames
5. Personal addresses (beyond shipping)

Violations risk account suspension. KALEKT monitors messages to detect fraud and protect users. Off-platform transactions void all buyer and seller protections.

If buyers push for external communication, respond: “Let’s keep our conversation here on KALEKT for both our protection. How can I help with your coin questions?”

No External Sales

Don’t accept payment outside KALEKT—ever. This includes:

1. Direct PayPal/Venmo/Zelle transfers
2. Cryptocurrency payments
3. Check or money order arrangements
4. “Friends and family” payment requests

Report users requesting off-platform transactions immediately. Use the report button in any message thread.

Avoid Spam

Sending unsolicited show links or Marketplace listings violates community guidelines. Don’t message users who haven’t engaged with your content.

Build your following organically through quality Live Shows and listings.

Moderator Powers and Responsibilities

Understanding Moderator Role

Live Show moderators maintain safe, engaging environments while you focus on selling. They’re your trusted assistants, not enforcers.

Moderators can:

1. Remove disruptive users from current show
2. View muted chat messages
3. Help answer buyer questions
4. Keep chat flowing positively

Moderators cannot:

1. Ban users from KALEKT platform
2. Access your sales data
3. Change your show settings
4. Process refunds or handle disputes

Adding Moderators

Before Going Live

While scheduling your show, select “Moderators” section. Enter trusted usernames. They’ll see moderator controls when your show starts.

During Your Show

Click any viewer’s username in chat. Select “Add as Moderator” and confirm. They gain powers immediately.

Moderator Best Practices

Lead by example, not force. Great moderators:

1. Welcome new viewers warmly
2. Answer repetitive questions patiently
3. Remove only genuinely disruptive users
4. Keep personal opinions neutral
5. Boost show energy during slow moments

Issue warnings before removals: “Please keep chat coin-related. Thanks!”

Document serious violations by screenshotting before removal. This helps if users dispute their removal later.

When to Remove Users

Remove users who:

1. Spam competing show links
2. Use offensive language repeatedly
3. Harass other viewers
4. Share false coin information maliciously
5. Disrupt after warnings

Don’t remove users for:

1. Asking legitimate price questions
2. Expressing disappointment politely
3. Preferring different coins
4. Being new to collecting

Professional Communication Standards

Message Response Times

Reply within 24 hours to maintain seller ratings. Set expectations if you’ll be away: “Thanks for your message! I’m at a coin show until Monday but will respond fully then.”

Use saved responses for common questions:

“Shipping typically takes 3-5 business days with tracking”

“All coins include protective packaging and insurance”

“Grades shown reflect third-party certification services”

Handling Difficult Conversations

When buyers complain:

1. Acknowledge their concern immediately
2. Ask clarifying questions
3. Offer specific solutions
4. Follow up until resolved

Example response: “I understand your frustration about the shipping delay. Let me track your package right now and update you within an hour.”

Never argue or blame. Stay solution-focused.

Building Relationships

Personal touches matter:

1. Remember repeat buyers’ preferences
2. Share relevant coin history or facts
3. Notify interested buyers about similar incoming inventory
4. Thank buyers after positive transactions

Message example: “Hi Sarah! Just received a batch of Mercury Dimes. Remembering you collect them—want first look before my Thursday show?”

Privacy and Safety Features

Controlling Your Messages

Toggle messaging on/off through Settings > Privacy > Direct Messages. Turning off messaging might reduce sales but gives you control when needed.

Block individual users by:

1. Opening the message thread
2. Tapping three dots (mobile) or settings icon (web)
3. Selecting “Block User”
4. Confirming your choice

Blocked users can’t message you or join your Live Shows. They won’t see your listings in search results.

Reporting Violations

Report suspicious messages immediately. Red flags include:

1. Requests for personal information
2. Off-platform payment suggestions
3. Threats or harassment
4. Obvious scam attempts
5. Fake authentication claims

KALEKT’s Trust & Safety team reviews reports within 48 hours. Include screenshots when reporting complex situations.

Messaging During Live Shows

Managing Real-Time Communication

Live Show chat moves fast. Use these strategies:

1. Pin important messages: “/pin This 1881-S Morgan starts at $100”
2. Slow chat during heated auctions: “/slow 10” limits users to one message per 10 seconds
3. Hide sensitive discussions: “/hide @username Your payment processed successfully”

Viewer Engagement Techniques

Keep chat active without overwhelming:

1. Ask collecting questions: “Who needs this date for their set?”
2. Share coin facts: “Only 12,000 minted at Carson City”
3. Acknowledge regular viewers: “Welcome back, CoinHunter!”
4. Celebrate purchases: “Congrats on that stunning Peace Dollar!”

Common Messaging Scenarios

Authentication Questions

Standard response: “This coin comes exactly as graded by [certification service]. Pricing and other coin data are provided by third-party sources. Values are informational and may change over time.”

For raw coins: “I’ve provided my assessment based on experience. Consider third-party grading for expensive coins.”

Shipping Inquiries

Create transparency: “Your coin ships within 2 business days via USPS Priority Mail with tracking and insurance. You’ll receive tracking information automatically.”

Price Negotiations

Professional response: “I price my coins competitively based on current market conditions. However, I occasionally offer bundle discounts for multiple purchases.”

Technical Issues

When buyers report problems: “Sorry you’re experiencing issues! Try refreshing your app or clearing cache. If problems persist, contact KALEKT support directly for technical assistance.”

Building Your Communication Strategy

Consistency Across Channels

Maintain the same professional tone whether messaging privately or chatting during Live Shows. Buyers remember inconsistent sellers.

Create message templates for:

1. Welcome messages to new followers
2. Order confirmations
3. Shipping updates
4. Thank you notes
5. Show announcements

Growing Through Communication

Turn single buyers into collectors:

Message about similar coins they might enjoy

Invite them to upcoming specialized shows

Share educational content about their interests

Offer first looks at new inventory

Remember: You’re not just selling coins—you’re building a collecting community.

Moderation During Peak Times

Managing High-Traffic Shows

When viewer count exceeds 100:

1. Add second moderator for backup
2. Use /slow mode automatically
3. Pin current auction details
4. Ignore minor chat violations
5. Focus on selling momentum

Coordinating with Moderators

Create clear guidelines:

“Remove only for: spam, harassment, or false coin claims. Warn first, remove second time. Let minor stuff slide during busy periods.”

Share moderator appreciation publicly: “Huge thanks to my moderators tonight! You keep our shows running smooth.”

Advanced Messaging Features

Saved Responses

Build a library addressing:

1. Grading questions
2. Shipping policies
3. Return procedures
4. Authentication concerns
5. Payment confirmations

Access saved responses through Settings > Seller Tools > Quick Responses.

Message Filtering

Organize conversations by:

1. Unread messages
2. Order-related threads
3. General inquiries
4. Flagged conversations

Pro tip: Star important threads for quick access during Live Shows.

Protecting Your Reputation

Documentation Best Practices

Screenshot important exchanges:

1. Condition disclosures
2. Shipping confirmations
3. Resolution agreements
4. Suspicious requests

Save screenshots externally—messages older than 90 days may archive.

Maintaining Boundaries

Professional sellers:

1. Keep conversations coin-focused
2. Avoid personal topics
3. Decline unreasonable requests politely
4. Set communication hours
5. Message wisely: “I respond to messages Monday-Saturday, 9 AM-7 PM EST. Urgent order issues? Please contact KALEKT support.”

Clear communication builds trust. Professional moderation maintains order. Together, they create an environment where serious collectors return repeatedly.

Master these tools, stay consistent with your approach, and watch your KALEKT business thrive through better buyer relationships.