With the Community Agent, you can write your own AI moderation rules in plain text. For example: "If a comment is spam, hide it." The agent automatically converts your rule into a rule and adds a specific action to it. This feature is currently in closed Beta and is for now only available to selected customers. If you don't see the menu item in your workspace settings, it's not yet enabled for your workspace in Swat.io.
Info: This feature is part of our Inbox Add-On for Large and Custom plans. During our closed Beta it remains free of charge. You can find more details on the packages and the included features here.
Opening Community Agent
You can find the Community Agent interface in your workspace settings.
Info: In order to access the workspace settings, you need permissions as "workspace manager". In case you don't have this permission, please reach out to a workspace manager or Swat.io Admin in your organization.
To open it, follow the path:
Open the settings by clicking your username in the bottom left and selecting Settings from the menu;
If you have the required permissions in Swat.io (at least workspace manager), you'll see the "Workspace" section in the left menu;
Click the "Community Agent" menu item.
Creating moderation jobs
In the "Moderation jobs" tab, you create and manage the Community Agent's rules:
Click "Add new job";
Describe your rule in plain language, for example: "If a comment contains hate speech, notify Max Mustermann and tag it with 'Hate speech'";
Select the channels to be scanned by the agent in the respective workspace;
The agent then shows you a preview of the condition and action(s) it detected. Confirm the preview to save the job;
Use the toggle on the right to enable or disable any job.
Note: A job always corresponds to exactly one condition. If your rule includes several cases, e.g. "if A, do X, if B, do Y", make sure you split it into separate jobs. Branching logic within a single job will not work correctly.
Supported actions
Hide
This can be set up directly or as a suggestion in the Inbox. You can then confirm the action manually;
Tag
Adds an existing tag to a comment. Note that the tag must already exist in your workspace's Tag Manager. If it doesn't exist yet, the action might lead to an error. We recommend creating new tags in the Tag Manager first, then referencing them in your job.
Notify
Notifies a team member via in-app and/or email notification with a direct link to the comment, depending on the team member's notification settings. A "notification" is not an equivalent to a comment assignment. No permanent link between the comment and the person is created.
Other actions such as delete, like or auto-reply are currently not supported. If your rule uses an unsupported action, you will see a corresponding warning in the agent's preview.
How the Community Agent works
The agent checks every new comment against all active jobs; existing comments are not checked retroactively;
Jobs always apply to the specific channels you selected in the community agent setup;
Actions taken by the agent are visually marked by a sparkle icon on the comment, so you can tell them apart from manual actions;
You can manually undo any action taken by the agent at any time, for example by unhiding a comment or removing its tag.
Tracking activity
The "Activity" tab in the Community Agent settings shows the log of all actions taken by the agent across the entire workspace;
The activity log of each individual ticket also includes an "Agent actions" view, showing every action the Community Agent has taken for that ticket.
Important: This feature is based on artificial intelligence and any AI can make mistakes or produce inaccurate results. We recommend checking the results regularly. Our team is continuously working on improving its accuracy.
Limitations
The agent only reacts to new comments, not to existing ones;
A job always corresponds to exactly one condition. Complex rules with multiple cases must be split into separate jobs;
Only the hide, tag and notify actions are supported;
During the pilot phase the mobile view of the Community Agent is still a work in progress.
Frequently asked questions
How do I activate the Community Agent?
The Community Agent is in closed Beta and is enabled exclusively by the Swat.io team for selected workspaces. The activation in our self service portal is not yet possible.
I created a rule, but older comments weren't changed. Why?
This is expected. The agent only applies a job to comments received after it's activated. Existing comments aren't checked retroactively.
I used a tag in my rule that comes back empty. Why?
The tag must already exist in the workspace. Create it in the Tag Manager first, then reference it in your job.
Does the Community Agent replace my existing AI moderation or automations?
No. The Community Agent runs in parallel with your existing AI moderation and automations.
Can I undo an action taken by the agent?
Yes. Actions taken by the agent can be undone manually at any time, for example by unhiding a comment or removing a tag.