> we expect all civil exchanges to be treated equally
Define civil :)
Take any hot button issue like guns, abortion, etc. where your stance on one side of the issue can be seen as immoral or life threatening to the other side. Take a passionate / borderline tweet from one side and you'll probably get a 50/50 disagreement on wether or not it's "civil". Now what? Block the tweet? Warn the user? How many people need to complain before it's considered a problem?
Now go a step further and look at the Westboro Baptist Church. They think that they're doing a public good by shaming those who have died (because they believe God punishes sinners and their families with death). They believe it's a sin not to tell the families that the recently deceased is a sinner. They believe they're communicating God's message. Now you'll probably get 99% agreement that it's uncivil. But now what do you do? Silence an unpopular opinion?
The problem is finding out where the line is for defining what's appropriate on a platform and what will be censored. Is it 50% + 1 consensus? 95% consensus? And who gets to decide? The users? The CEO? A board of censors?
These are tricky answers and different countries and companies draw the line in different places. But the devil is always in the details.
It would be nice if everyone agreed on what's civil and what's not, but unfortunately that's not the case.