I would not use nostr for customer support communication. The idea that any one rotten apple can alienate my customers and I can’t do much about it does not bode well.

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IF NOSTR GROWS LARGE ENOUGH BRANDS WILL HAVE TO MAINTAIN A PRESENCE REGARDLESS.

Yeah totally fine for social presence but not for any internal communication. You’d need to run a private relay and have the UI connected to moderation at relay level. Suppose possible but may take time to get.

You can just about do this with coracle's dev version today. No first-class moderation, but easy to implement either in the client or on the relay

Main function you’d need for something like a Slack is to easily remove people from your relay (preferably through client UI)