Handling conversations in the Iris AI Agent view

Applies to: Iris AI. Last reviewed: November 2026.

The Agent view is where your team handles conversations one at a time. This article covers the queue, the case view, replying and closing. For community-specific steps (your Community user and moderation actions) see Replying to and moderating Khoros Community posts in Iris AI.

From an incoming message to a sent reply

The queue

The list on the left groups cases into Available (unclaimed cases you may take), Needs Attention (for example a new reply from the customer) and Assigned to Me. Each card shows the priority (P0 to P5), the channel icon, the author, a preview and the status (Overdue, Claimed, Pending or Snoozed). Hover over a card for a longer preview. Collapse the list with the arrow to give the case more room.

In the standard Available queue, opening a case claims it: it moves to your Assigned to Me list and leaves everyone else's, so two agents never work the same case. If you go Busy or Away, or sign out, your open cases can return to the queue for the next available agent, depending on your team's settings. Teams can also use Claim Next or Push Next instead of the Available list.

The agent queue

The case view

When you open a case, Iris AI has already done the first read:

• Header: case number, priority, status, assignment, tags, and a Related Conversations button listing the person's other cases.
• AI Insights (when turned on): a short summary, sentiment, emotion, language, relevance, detected brands and entities, suggested tags, and whether the author looks genuine, like a bot, spam or an influencer. Any result can be corrected by the agent, and the thumbs up and down buttons record whether it was helpful.
• The conversation, with each message and its source.
• AI Draft Responses (when turned on): one draft for each of your AI templates.
• Author panel on the right: the person's profile, linked identities and past conversations, plus KB search, Templates and Notes.

A case with AI Insights

Reply

1. Select Use on an AI draft to put it in the reply box, or write your own. You can also insert a response template.
2. Edit as needed. The AI menu in the reply box can proofread your text, translate it into the customer's language, or generate a new draft (if your administrator allows it).
3. Check the four things that vary by channel: public reply or private message, which post or person you are answering, the account you reply From, and the channel's length and attachment limits.
4. Select Post (or Send). The reply shows as pending until the network confirms it, and is flagged if the network refuses it.

The reply box

Internal notes on a case are visible to your team only, never to the customer. Use them to hand over context.

After replying

Sending moves the case to Pending while you wait for the customer. When nothing more is needed, select Close and choose a closing reason. To hand a case over instead:

• Unassign returns it to the Available list.
• Change Work Queue sends it to another team.
• Assign to gives it to a named colleague.
• Snooze parks it until a time you choose.

Working in bulk: Manage

The Manage area is a board of columns, each showing a queue, a smart view or your own work. Use it to watch several queues at once and to act on many cases together: select several cases and close, assign or reopen them in one step. Selecting a case number opens it in a new tab.

A typical flow

Open the highest-priority case, read the AI summary, check the author's history, use or edit a draft, send, then leave the case Pending or Close it with the right reason. Move on to the next case.