Adding your team in Iris AI: users, roles and teams
Applies to: Iris AI. Last reviewed: November 2026.
Before conversations start arriving, add the people who will handle them. Three settings decide what each person sees and does:
- Role: what they can do (for example handle cases, supervise, or administer).
- Team: who they work alongside.
- Work queues: which cases they can see and work.
Role and team are separate settings, and you set both.
The Users page
Go to Admin > Users (Care tab). The list shows each person's team, work queues, last login and status. Use the Actions column to edit, disable, remove or reset the password for a user. The counters above the list show how many licences of each role are in use.
Admin > Users
Add a user
Select New User and fill in the form:
Creating a user
- Full name and e-mail address.
- Team: the group this person belongs to. A user belongs to one team at most.
- Work Queues: the queues this person may work.
- Types: the roles that define what the person can do. You can select more than one; permissions add up.
- Leave Send welcome email with password setup link ticked and select Create User. The person receives an invitation to set their own password.
If the e-mail address belongs to a user who was removed earlier, Iris AI offers to restore that user instead. An API User option is also available for service accounts used by integrations.
Roles
| Role (Type) | Typical use |
|---|---|
| Account Admin | Full administration: users, channels, routing, AI and integrations. |
| Agent | Works cases: reads, replies, tags, closes and escalates. |
| Expert | A subject-matter specialist an agent can ask for help on a case. |
| Supervisor | Real-time oversight of queues and team workload. |
| Analytics | Dashboards and reports, without handling cases. |
| Dashboard Viewer / Creator | Views shared dashboards, or builds them. |
Instead of full Account Admin, you can delegate single admin areas, such as User Admin, Rules Admin, Smart View Admin, Source Integration Admin, Response Templates Admin or Analytics Admin. Give each person only what they need.
Access to Manage (the board view) is granted with its own role. Publishing access is set on the Marketing side, not through a Care role.
Teams
Use Admin > Teams to group users and give the whole team the same work queues. A team's settings also choose how its agents receive work: from the shared Available list, with a Claim Next button, or with Push Next (the next case is assigned automatically).
Sign-in security
Under Admin > Security you set the password policy for everyone who signs in with an Iris AI password: minimum length, multi-factor authentication and lockout after failed attempts. Single sign-on (SSO) is set up with your Customer Success Manager and your identity provider; SSO users follow your identity provider's rules.
Community teams: connect each agent's Community user
If your team replies to Khoros Community posts from Iris AI, each agent connects their own Community user once, so replies and moderation actions appear under their own community name. See Replying to and moderating Khoros Community posts in Iris AI.