To maintain a safe and trustworthy environment, Workana uses a message moderation system to ensure that communications between clients and freelancers comply with the platform's policies.
In this article, we'll explain why some messages may be pending approval, how the moderation process works, and what you can do if your message is not approved.
1. What is the message moderation system?
It is a system that analyzes messages sent through Workana's chat to identify content that may violate the platform's policies.
Its purpose is to protect users, promote safe communication, and ensure that agreements and project arrangements take place within Workana.
Please keep in mind that a message pending approval does not necessarily mean you have violated any policy. It simply means that the content needs to go through the moderation process.
2. Why might my message be pending approval?
Some messages may be held for review when the moderation system detects content that could be related to:
- Sharing phone numbers, email addresses, or other contact information.
- Invitations to continue conversations through WhatsApp, Skype, social media, or other external channels.
- Requests or offers to make payments outside Workana.
- External links that could facilitate communication or hiring outside the platform.
- Other situations that may involve a violation of Workana's policies.
The detection of these elements does not necessarily mean that every message containing them will be rejected. The context and purpose of the communication are also important when determining whether the content complies with the platform's policies.
3. How does the moderation process work?
When you send a message, the moderation system may identify whether it needs to be reviewed before reaching the recipient.
After the review, one of three things may happen:
Message approved
The message complies with Workana's policies and is delivered to the recipient.
Message edited
The system identifies elements that do not comply with the policies and makes the necessary adjustments. Once edited, the message may be delivered to the recipient.
Message rejected
The message does not comply with Workana's policies and is not delivered to the recipient. In this case, you will receive an email notification and can review the content, make the necessary changes, and send it again.
4. What should I do if my message is pending approval?
If your message is pending approval, we recommend that you:
- Wait for the moderation process to be completed.
- Check your email for any notifications.
- Avoid repeatedly sending the same content while your message is pending.
- If your message is rejected, review its content and remove any elements that may violate the platform's policies.
- If you have questions about what to do next, contact our Support Team.
5. Can I face penalties for sending messages that violate Workana's policies?
Yes. Sending messages that violate Workana's policies may result in measures being taken against your account. These may range from a warning to a temporary suspension of 15 days or longer, depending on the circumstances and severity of each case.
The measure applied will depend on the type of violation, its severity, and whether the behavior is repeated. In certain cases, an account may be suspended immediately, without a prior warning.
For this reason, we recommend keeping all communications and agreements within Workana, without sharing contact information or proposing payments outside the platform.
6. How can I avoid having my messages rejected?
To avoid issues during your conversations, we recommend that you:
- Use Workana's chat to communicate with clients and freelancers.
- Do not share contact information to continue conversations through external channels.
- Do not request or offer payments outside the platform.
- Share only links and files related to the project, in accordance with Workana's policies.
- Keep all agreements and project conditions documented on the platform.
This will help you maintain safer communication and avoid situations that could affect your account.
7. Need help?
If you have questions about message moderation or need guidance regarding a specific situation, you can contact our Support Team.
You can also visit our Help Center to learn more about Workana's communication, hiring, and payment policies.
Remember: Keeping your conversations and agreements within the platform helps protect your account and ensures a safer experience for everyone.