Community Forum Moderation Agent
Reviews new community forum posts and replies for policy violations, spam, and unanswered support questions, then moderates and routes content accordingly.
Community forums generate a steady stream of posts that need moderation for spam, abusive language, and off-topic content, but manual moderation queues fall behind quickly and legitimate customer questions sit unanswered for days, pushing engaged users toward paid support channels or away from the community entirely
Genuine product questions buried among promotional spam and duplicate threads are hard for moderators to prioritize, and moderators often lack visibility into which unanswered questions are actually urgent support issues in disguise
Inconsistent enforcement of community guidelines, where similar violations get different treatment depending on which moderator is on duty, erodes trust in the forum
This agent screens every new post and reply against community guidelines to catch spam, harassment, and policy violations instantly, identifies genuine unanswered support questions and routes urgent ones to the support queue while nudging community experts to answer others, and flags recurring topics that suggest a documentation or product gap
The agent triggers on every new post, reply, or edit in the community forum. It classifies content against configured community guidelines using an LLM trained on policy examples, auto-hiding or flagging clear violations like spam and abuse for moderator confirmation, and applying softer nudges (such as a duplicate-thread merge suggestion) for lower-severity issues. For posts identified as genuine unanswered questions, it assesses urgency and either routes the question directly into the support ticketing queue when it indicates an account-specific issue, or tags community experts and MVPs likely to have the right answer, tracking whether a satisfactory reply follows within a defined window.
Screen New Content
- Classify each new post or reply against configured community guidelines
- Detect spam, promotional content, and abusive or harassing language
- Identify duplicate or near-duplicate threads on the same topic
- Score confidence for auto-action versus moderator review
Enforce and Escalate
- Auto-hide high-confidence spam and clear policy violations
- Flag borderline or high-impact violations for human moderator confirmation
- Suggest merges or links for duplicate threads to consolidate discussion
- Log enforcement actions consistently against the same guideline criteria every time
Identify and Route Support Questions
- Distinguish genuine unanswered support questions from general discussion
- Assess whether the question involves account-specific detail requiring a support ticket
- Route account-specific or urgent questions directly into the support ticketing system
- Tag relevant community experts or staff for general product questions
Surface Trends and Gaps
- Track recurring question topics across the forum over time
- Cross-reference against existing help center coverage to identify documentation gaps
- Compile a weekly digest of top unanswered themes and moderation activity for the community team
- Recommend expert recognition for consistently high-quality community answers