Connecting channels to Iris AI
Applies to: Iris AI. Last reviewed: November 2026.
Iris AI collects nothing until a channel is connected. A connection links Iris AI to one source (your Khoros Community, an X account, a set of RSS feeds) and collects its new activity continuously. This article explains where connections live and how to check that one is working. Each channel then has its own step-by-step guide.
Channel guides
| Channel | Guide |
|---|---|
| Khoros Community | Connect your Khoros Community to Iris AI Replying to and moderating Khoros Community posts in Iris AI |
| X (formerly Twitter) | Connect an X account to Iris AI |
| RSS and Atom feeds, including Reddit | Monitor RSS and Atom feeds, including Reddit, in Iris AI |
Guides for other networks are added as they become available for your account. Your Customer Success Manager confirms which channels are switched on for your instance.
Where connections live
Both screens are on the Care tab of Admin, under Integrations:
| Screen | What it does |
|---|---|
| Social Connections | Adds new connections with Deploy New Connection, and shows each connection's status and collection counts. |
| Source Integrations | Lists the accounts Iris AI is connected to. The Add icons at the top start the same connection flows. |
Admin > Social Connections
Add a connection
- Go to Admin > Social Connections and select Deploy New Connection.
- In Choose a platform, select the channel. You only see the channels enabled for your instance.
- Follow the steps for that channel. Every channel starts with a short deployment agreement that confirms you are authorized to connect the account. Then you provide the account details, choose what to monitor, choose features, and review.
- Select Deploy. Iris AI sets up the connection for you. There is no infrastructure on your side.
Choose a platform
What gets collected, and from when
A new connection collects activity from the moment it is active. It does not import your full history. If you need earlier items, ask your Customer Success Manager what is possible for that channel.
Check that a connection is working
On Social Connections, each connection shows as a card with its status, Components Active, Messages Collected and Messages Published. A rising Messages Collected count is the surest sign it is working.
Select View Details to see the health of each component and the actions for that connection, such as updating credentials.
Connection details
Test the flow end to end
- Create a test item on the connected source, for example a post on a community board you monitor.
- Wait for it to be collected. This takes seconds for most sources; polled sources such as Khoros Community and RSS follow their polling interval.
- Open Agent. The item appears as a new case, or in the existing conversation with that person, with its channel icon.
If nothing arrives
- Check the Messages Collected count on the connection card.
- Make sure there has been new activity on the source since the connection was deployed, and that it is in a board, handle or feed you chose to monitor.
- Open View Details and check that every component is running.
- If the credentials have changed (for example a service password was reset), update them from the connection details page.
- Check that your routing and smart views are not hiding the case from you. It may be in another team's queue.
Still stuck? Contact Khoros Support with the connection name and the time of a test item that did not arrive.
Disconnecting
Deleting a connection stops new collection. Cases that were already collected, with their tags and analytics, stay in Iris AI.