Article Summary
The Content Moderator role gives your team control over what enters a library folder. Once a folder has a Moderator, anything anyone else adds or edits there becomes a suggestion that waits in the Moderator's Review queue, instead of landing straight in the library. The Moderator approves, edits, or rejects each suggestion, and every decision is logged in the content's audit trail.
Estimated Time
5-10 minutes to set up a Moderator on a folder, ongoing time depends on review volume
Prerequisites
Admin permissions, to set a Moderator on a library folder
At least one library folder to moderate
For Moderators: access to Content Management and the Review & Tasks tab
Step-by-Step Instructions
Understand the Roles
Role | What it means | Where it's set |
Owner | The person or team accountable for the content item. Ownership doesn't change when someone else approves a change. | On the content card |
Moderator | Controls additions and changes to a library folder. Approves or rejects suggestions from everyone else, and can add or edit directly. | On the library folder, in Permissions |
Assigned to | Who is handling the item right now. Assigning an item doesn't change its Owner. | On the content card |
Two things worth knowing up front: approving a change never transfers ownership, the Owner stays the Owner. And admins aren't automatically Moderators of every folder, moderation has to be set explicitly.
For Admins: Set a Moderator on a Library Folder
Open the folder's Permissions dialog (the same dialog that controls Restrict Access). It now covers two things: who can see and use the folder, and who controls it.
Add one or more people or teams in the Moderators section. A folder can have more than one Moderator.
Save. From this point, the folder behaves differently depending on whether a Moderator is set:
Folder state | Behavior |
No Moderator | Unchanged. Content managers add and edit directly, no review step. |
Moderator set | Moderators add and edit directly. Everyone else produces a suggestion that lands in the Moderator's Review queue. |
What Changes for Each Action Once a Folder Is Moderated
Action | If you're a Moderator of the folder | If you're not |
Add to library from an approved project answer | Added directly | Creates a suggestion for the Moderator; stays as project content until approved |
Edit or save an item already in the folder | Saved directly | Creates a suggested change for the Moderator |
Flag an item | Goes to the Moderator | Goes to the Moderator |
Scheduled review coming due | Always goes to the Owner or SME | Always goes to the Owner or SME, even on a moderated folder |
For Moderators: Work the Review Queue
Suggestions and flags on your folders land in your Review & Tasks tab, under My Tasks. For each suggestion you have three options:
Approve, adds the content to the library as is.
Edit, refine the suggestion first, then approve it.
Reject, closes the suggestion without changing existing library content.
Approved library content gets higher priority when AI retrieves answers, so clearing suggestions promptly helps response quality across projects.
Note: flagged content isn't available for AI retrieval until the flag is resolved, so treat flags as the higher-priority item in your queue.
Handling Confidential Projects
Answers from a confidential project can still be suggested to the library. As the reviewing Moderator, you'll see the answer text but no link or metadata back to the source project, so you're reviewing the content on its own merits.
Find Coverage Gaps Before Rolling Out Broadly
Before turning on moderation for more folders, or during an active review cycle, use these filters in Content Management to find what still needs attention:
Filter | Finds |
No Moderator | Folders and content with no Moderator assigned, your enablement checklist |
No Owner | Content with nobody accountable, assign before the review cycle starts |
Unresolved comments by user | What one person still owes a reply on, without opening every item |
Expiry status "No Schedule" | Content with no review date set |
You can also sort by next review date, last review date, and usage to plan the cycle.
Check the Audit Trail
The History panel on any content item records the full moderation trail: suggested changes (with the suggested text), rejections, Moderator changes (from and to), Owner changes (from and to), suggestions and additions to the library (naming the folder), handoffs, flags (with the comment), and completed reviews (with the next review date and cadence). This is the record to check if anyone asks who approved a given library answer, and when.
Tips & Best Practices
Set Moderators on your highest-traffic folders first, since approved content there gets priority in AI retrieval.
Run the No Moderator and No Owner filters before you expand moderation to more folders, so nothing falls through with an unclear reviewer.
Clear flags before suggestions when both are waiting, flagged content is invisible to AI retrieval until resolved.
Use the History panel as your source of truth in any dispute over who approved what.
Common Mistakes to Avoid
Assuming an admin can moderate any folder by default. Moderators have to be added explicitly per folder.
Treating an approval as a change of ownership. The Owner stays the Owner regardless of who approves.
Leaving flags unresolved. They block AI retrieval on that content until someone acts on them.
Forgetting that scheduled reviews always route to the Owner, even on a folder with a Moderator.
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