Managing Operators

Operators are the operational units within your brands that handle day-to-day moderation activities. Each operator manages specific channels, users, and moderation configurations. This comprehensive guide covers all aspects of operator management, from creation and configuration to optimization and troubleshooting.

#Operator Overview

Operators serve as the bridge between your brand-level policies and actual moderation execution. They provide:

Focused Moderation: Dedicated teams for specific markets, languages, or sports
Customized Settings: Tailored configurations that can override brand defaults
Independent Operations: Separate user bases, channels, and moderation workflows
Scalable Structure: Easy addition of new markets or operational units

#Creating a New Operator

Add operator button — Click the **"Add Operator"** button within the expanded brand card. This button is only available for users with Supervisor permissions.

Operator form — Fill in the operator name field and click **Create new operator**.

Operator settings — When a new operator is succesfully added, it will reveal the rest of the operator settings, that can be managed.

Operator added — The new operator will appear inside the brand card.

#Operator Configuration

Access operator settings by clicking the settings/gear icon next to any operator. Operator configuration is organized into comprehensive tabs:

#Basic Information

Configure fundamental operator details:

Operator Name: Clear, descriptive identifier for the operational unit
Status: Enable/disable the operator and all its resources
Description: Organizational notes and operational context

#Message Settings

Control message handling and retention:

Maximum Message Length: Character limits for user posts (1-500 characters)
Message Retention Time: How long messages are stored (1-365 days)
Max Messages Per User: Rate limiting for individual users

#Reactions Configuration

Manage emoji and reaction systems:

Unicode Reactions: Enable standard emoji reactions
Custom Reactions: Upload custom reaction images with specific URLs
Reaction Management: Add, remove, and reorder reaction options
User Permissions: Control who can use reactions

Managing Custom Reactions:

Upload images via URL or direct upload
Support for common image formats (PNG, JPG, GIF)
Drag and drop to reorder reaction display
Delete unwanted reactions with confirmation prompts

#Spam Detection

Configure anti-spam mechanisms:

Post Rate Limit: Maximum messages per time interval
Spamming Interval: Time window for rate calculations (in seconds)
Automated Responses: Actions taken when spam is detected
Whitelist Exceptions: Users exempt from spam detection

#Blacklisted Words Management

Control prohibited content at the operator level:

Blacklist Management Features:

Bulk Import: Upload CSV files with prohibited terms
Manual Entry: Add individual words or comma-separated lists
Search Functionality: Find specific terms in large blacklists
Export Options: Download current blacklist as CSV for backup
Inheritance Control: Override or supplement brand-level blacklists

Best Practices for Blacklisted Words:

Include common variations and misspellings
Consider cultural and language-specific terms
Regular review and updates based on emerging trends
Document reasons for specific word additions
Test words before adding to avoid false positives

#Sanctioning Policies

Define user penalty structures:

Base Suspension Length: Default penalty duration (in seconds)
Offense Score System: Point-based violation tracking
Progressive Penalties: Escalating consequences for repeat violations
Appeal Processes: User contest procedures

Sanctioning Configuration Options:

Warning Thresholds: Score levels that trigger warnings
Suspension Durations: Time-based penalties (minutes to days)
Permanent Ban Criteria: Violations that result in permanent removal
Score Decay: How quickly old violations lose impact
Special User Handling: Different rules for VIP or problematic users

#Responsible Gambling

To turn on the Responsible Gambling feature, open the operator settings and navigate to the Responsible Gambling tab. Toggle the switch to enable the feature.

When enabled, a dedicated Responsible Gambling section becomes available in the Moderation navigation. It provides an AI-powered dashboard for identifying users who may be exhibiting signs of problematic gambling behavior, allowing your moderation and support teams to review RG scores, inspect flagged message histories, and manage alerts.

note

For a full guide to the Responsible Gambling module — including how to use the Priority Queue, manage alerts, and review individual user profiles — see the section.

#API Key Management

Each operator requires unique API keys for integration with your platforms:

API Keys button — Navigate to the **Dashboard** and locate the operator. Click **"API Keys"** in the corresponding operator's row.

API Keys modal — View all API keys for the operator. Click on any key to copy it to your clipboard. Use the toggle switch to enable or disable specific keys.

Add new API key — To generate a new API key, click **"Add new key"**. The new key appears immediately and can be copied for integration use.

#API Key Best Practices

Environment Separation: Use different keys for development, staging, and production
Regular Rotation: Generate new keys periodically for security
Access Control: Limit key access to authorized technical personnel
Monitoring: Track API key usage and performance
Backup Keys: Maintain spare keys for emergency situations

#Operator-Level User Management

#Inviting Moderators

Moderators have access limited to specific operators:

Invite operator users — Expand the brand to show operators and click the **invite button** on the specific operator card.

Operator invitation form — Select **"Moderator"** role, enter the user's email address, and confirm the specific brand and operator selection. Click **"Send Invitation"**.

Operator users list — The user receives a targeted invitation for the specific operator with access limited to that operator only.

#Moderator Responsibilities

Operator-level moderators can:

Review Flagged Messages: Process AI-flagged content requiring human review
Manage Users: Apply suspensions, bans, and warnings
Monitor Channels: Oversee active conversations and user behavior
Generate Reports: Create moderation activity summaries
Escalate Issues: Route complex cases to supervisors

#Channel Management

Operators manage multiple channels for different purposes:

#Channel Types by Operator

Game-Specific Channels: Individual sports events or matches
General Chat: Open discussion areas for the operator's audience
VIP Channels: Premium user communications
Regional Channels: Location-based discussions
Event Channels: Special tournaments or promotional events

#Channel Creation Process

#Access Channel Management

Navigate to Moderation > Channels.

#Click Create Channel

Available to users with appropriate permissions.

#Configure Channel Settings

Set name, ID, description, language, and status.

#Set Permissions

Configure user access, message permissions, and reaction capabilities.

#Apply Content Rules

#Performance Monitoring

#Key Metrics to Track

Message Volume: Total messages processed per operator
Moderation Accuracy: Percentage of correct AI and human decisions
Response Times: Speed of moderation actions and user support
User Satisfaction: Feedback on moderation fairness and effectiveness
Channel Activity: Engagement levels across different channels

#Monitoring Tools

Real-Time Dashboards: Live activity and performance indicators
Analytics Reports: Historical trends and comparative analysis
Alert Systems: Notifications for unusual activity or issues
Performance Benchmarks: Comparison against organization standards

#Operator Lifecycle Management

#Operator Activation

#Create Operator

Set up the basic operator with initial configuration.

#Configure Settings

Customize moderation policies and user rules.

#Generate API Keys

Create integration keys for platform connectivity.

#Invite Moderators

Add team members with appropriate permissions.

#Test Integration

#Ongoing Maintenance

Regular operator management tasks:

Weekly Performance Reviews: Analyze key metrics and user feedback
Monthly Policy Updates: Adjust moderation settings based on trends
Quarterly User Audits: Review moderator access and performance
Annual Strategy Assessment: Evaluate operator effectiveness and future needs

#Operator Optimization

Continuous improvement strategies:

A/B Testing: Compare different moderation approaches
User Feedback Integration: Incorporate community suggestions
Technology Updates: Leverage new AI and moderation features
Benchmark Analysis: Compare performance against industry standards

#Configuration Inheritance and Overrides

#Understanding the Hierarchy

text

Brand Settings (Default) 
    ↓ 
Operator Settings (Override) 
    ↓ 
Channel Settings (Final Override)

#Override Strategy

Inherit When Possible: Use brand defaults for consistency
Override Strategically: Customize only when operationally necessary
Document Changes: Maintain records of overrides and reasons
Test Impact: Verify changes don't affect other system components

Configuration Cascading

Operator settings override brand defaults:

Changes at the operator level only affect that specific operator
Operator overrides remain in effect even when brand settings change
Removing an operator override reverts to the current brand default
Always test override changes in a staging environment first

#Troubleshooting Common Issues

#Operator Creation Problems

Permission Errors: Verify Supervisor role and brand access
Naming Conflicts: Ensure operator names are unique within the brand
Resource Limits: Check if maximum operator count has been reached

#Configuration Issues

Setting Conflicts: Review inheritance hierarchy and override logic
Performance Impact: Monitor system performance after major changes
User Access Problems: Verify moderator permissions and role assignments

#Integration Challenges

API Key Issues: Ensure keys are active and properly configured
Connection Problems: Verify network connectivity and endpoint URLs
Data Sync Issues: Check message flow and moderation decision transmission

#Performance Problems

Slow Response Times: Analyze moderation queue and resource allocation
High False Positive Rates: Adjust AI thresholds and blacklist accuracy
User Complaints: Review moderation decisions and appeal processes

#Best Practices

#Naming and Organization

Consistent Naming: Use clear patterns like "Region_Language_Sport"
Logical Grouping: Organize operators by business function or geography
Documentation: Maintain operator purpose and responsibility records

#Security and Access

Principle of Least Privilege: Grant minimum necessary permissions
Regular Audits: Review user access and API key usage quarterly
Secure Communication: Use encrypted channels for sensitive configuration data

#Performance Optimization

Monitor Continuously: Track key metrics and user satisfaction
Optimize Gradually: Make incremental improvements rather than major overhauls
Learn from Data: Use analytics to guide configuration decisions
Stay Current: Keep up with new features and best practices

Advanced Features

For complex operator configurations, custom integrations, or enterprise-level deployments, contact your Sportradar representative for specialized guidance and support options.

Next Steps

After setting up your operators, proceed to create channels, configure moderation settings, and invite moderators to complete your moderation workflow.