Iris AI frequently asked questions
Applies to: Iris AI. Last reviewed: November 2026.
Answers to the questions most often asked during onboarding. Each answer links to the full article.
Access and sign-in
Where do I get my instance link and sign-in?
Your Customer Success Manager sends the instance link. The first administrator receives an invitation e-mail to set a password, and invites everyone else. See Signing in to Iris AI and finding your way around.
My invitation didn't arrive.
Check spam and any e-mail quarantine. An administrator can resend it or use Reset Password in Admin > Users.
Is there a mobile app?
Iris AI runs in desktop browsers (Chrome, Edge, Safari and Firefox). There is nothing to install.
Can we use single sign-on?
Yes. SSO is set up with your Customer Success Manager and your identity provider. Password and multi-factor rules for non-SSO users are under Admin > Security.
How many users can we have?
That depends on your subscription. The counters on Admin > Users show licence use by role; your Customer Success Manager can confirm your entitlement.
Users and roles
Can one person have several roles?
Yes. Roles add up; for example a team lead can be Agent and Analytics. See Adding your team in Iris AI: users, roles and teams.
What's the difference between a team, a work queue and a smart view?
A team is who you work with. A work queue is where cases are routed, and which cases you can work. A smart view is a filter that focuses your list without changing routing. See Routing work in Iris AI: tags, work queues, priority and smart views.
What happens to a user's cases if I disable them?
Nothing is deleted. Reassign their open cases first so nothing is left waiting. A removed user can be restored by adding the same e-mail again.
Khoros Community
Do we need Khoros to connect our community?
No. An administrator connects it in a short wizard using a community service user. Your Customer Success Manager confirms that your community accepts requests from Iris AI, and can join a call if you'd like help. See Connect your Khoros Community to Iris AI.
Which community users post the replies?
Each agent connects their own Community user, so replies appear under their community name. Agents without one reply as the integration account. See Replying to and moderating Khoros Community posts in Iris AI.
Can agents moderate from Iris AI?
Yes: give or remove kudos, accept or unmark a solution, edit, move or delete a post, within the agent's community permissions.
Can we monitor only some boards?
Yes. List the boards (or categories) to monitor, and any to exclude, in the connection's monitoring settings.
Channels
Which channels can we connect?
Khoros Communities, X, Facebook, Instagram, LinkedIn, TikTok, YouTube, Brand Messenger, Apple Messages for Business and RSS/Atom feeds, with more on the way. The channels available to you are shown in Choose a platform; your Customer Success Manager confirms which are switched on for your instance. See Connecting channels to Iris AI.
Can we connect Reddit?
Yes, through Reddit's RSS feeds: subreddits and searches for your brand arrive as cases with full AI analysis. Agents reply on Reddit itself using the open in platform link. See Monitor RSS and Atom feeds, including Reddit, in Iris AI.
Do we need our own X developer account?
Yes. X connections use your own X developer app and API plan, which X bills directly. See Connect an X account to Iris AI.
Does a new connection import our history?
No, it collects new activity from the moment it is active. Ask your Customer Success Manager about importing earlier items for a specific channel.
A connection shows Active, but nothing arrives.
Check the Messages Collected count, that there has been new activity in what you monitor, that all components are running in View Details, and that routing isn't sending the cases to another queue. See Connecting channels to Iris AI.
If we disconnect a channel, do we lose its cases?
No. Collection stops; existing cases, tags and analytics remain.
AI
Does the AI reply to customers by itself?
No. The AI prepares drafts and analysis; an agent reviews, edits and sends. Fully automated replies are possible only if you connect a bot (for example Khoros Flow). See AI features in Iris AI.
Are AI features on by default?
No. Your administrator chooses which features to turn on, in Admin > AI > Features.
Where does the AI get the content of its drafts?
From the conversation, the member's history with you, similar past conversations and your community's knowledge base. Your AI templates control the tone and rules.
Is our data used to train AI models?
No. You can also use your own AI provider keys. Your Customer Success Manager can confirm the providers and terms for your instance.
Which languages are supported?
The AI detects each message's language, and can translate messages and replies and proofread in over 100 languages.
Analytics
Can we see sentiment for all channels and per channel?
Yes, on the Sentiment dashboard. See Iris AI Analytics, dashboards and the Supervisor console.
Can we export data?
Yes: dashboards export as CSV, and Export Data exports conversations and metrics, once or on a schedule.
Support
Who do we contact?
Your Customer Success Manager for onboarding and account questions; Khoros Support for technical issues.