Replying to and moderating Khoros Community posts in Iris AI

Applies to: Iris AI with Khoros Communities. Last reviewed: November 2026.

Once your administrator has connected your community (Connect your Khoros Community to Iris AI), community posts arrive in the Iris AI inbox like any other conversation. This article covers what agents need to do once, and how to reply to and moderate community posts from Iris AI.

One-time setup: connect your Community user

Each agent connects their own community account, so that replies and moderation actions appear under their own community name, with their rank and history, exactly as if they had posted on the community.

1. Select your initials in the top-right corner and open Profile & Preferences.
2. Open the Community tab.
3. Select Connect a Community user, enter your community username and password, and select Add.

Connecting your Community user

The table then shows the community, your user and how it was connected.

A connected Community user

• Your community password is used only to sign in to the community on your behalf.
• To post through Iris AI, your community user needs permission to make REST API calls with modify access. If a reply fails with a permission message, ask your community administrator to add it to your community role.
• Communities with single sign-on: agents who sign in to the community through SSO have no community password to enter. In that case your administrator maps each agent to their community user instead; contact your Customer Success Manager to set this up.
• If you have not connected a Community user, your replies are posted as the community's integration (service) account.

A community post in the Agent view

Open a community case from your queue. At the top you see the priority, status, assignment and tags, including the board the post came from and whether it is a public post. The AI Insights panel shows the summary, sentiment, emotion, language, relevance and suggested tags (when your administrator has turned these features on).

A community post with AI Insights

On the right, the author panel shows the member's community profile: kudos, posts, accepted solutions and when they joined, plus earlier conversations with them. The KB tab searches your community's knowledge base so you can share an article in your reply.

Reply to a post

1. Review the post and, if available, the AI Draft Responses. Select Use on a draft to copy it into the reply box, then edit it as needed.
2. In the Respond tab, choose Reply to answer publicly in the thread, or Private Message to message the member.
3. Check the Posting as line. It shows the community user your reply will appear under.
4. Select Post. The reply shows as pending in the thread until the community confirms it.

The post and AI draft responses

Reply box with the community account and the user you post as

Moderate from Iris AI

Open the menu (three dots) on the post to use community moderation actions without leaving Iris AI:

• Give Kudo / Remove Kudo
• Accept as Solution / Unmark as Solution
• Edit Message
• Move Thread to another board
• Delete

Community moderation actions

Actions are carried out on the community as your connected Community user, so your community role must allow them. To see the post in its full community context, use the open in platform icon on the post.

Close the case

After replying, the case moves to Pending while you wait for the member. When no more action is needed, select Close and choose the closing reason. If the member replies later, the case reopens in the same conversation.