Iris® AI 26.0 is the latest version release of both Khoros Care and Khoros Marketing, bringing both products together into a single, modern system designed for how customer engagement works today.

Starting with this release, customer care teams handle their social conversations in Iris AI. Every case comes with AI analysis and a suggested reply.

This release is available starting Wednesday, October 21st, 2026, and will be released in waves. Your Customer Success Manager will contact you before your team's move. Nothing changes in Khoros Care or Khoros Marketing until then.

Highlights

AI on your cases, configured by your admin. Summary, sentiment and suggested tags on new customer messages, plus draft replies from your AI templates that agents can edit.

Agent View and Manage View in Iris AI. Your agents get the same queues, assignment, tagging, moderation and bulk actions they use in Khoros Care, in a new interface.

Facebook and Instagram replies from Iris AI, with reply status shown in the thread, so agents know when the network has accepted a reply. X follows as soon as your X API key is connected.

One case record across both products. Iris AI and Khoros Care share the same cases during the move, so a reply sent from either one shows in both. Agents see the full conversation history in Iris AI.

How the move works

Iris AI is the next version of Khoros Care & Marketing. Iris AI currently runs side by side on the same cases as Khoros Care. Agents can start in Iris AI while channels that have not moved yet stay in Khoros Care.

Your sign-in link to Iris AI comes from your Customer Success Manager on your go-live day.

During the move, please don't disconnect or reconnect a channel in Khoros Care. Your CSM will tell you when a channel has moved.

Channels in this release

• Facebook: In Iris AI: read, reply and publish from Iris AI
• Instagram: In Iris AI: read, reply and publish from Iris AI
• X (Twitter): In Iris AI once your X API key is connected
• LinkedIn, TikTok, YouTube, Threads, Khoros Communities and others: Coming in the next updates; handled in Khoros Care until then

What Iris AI includes

Agent View

Everything agents rely on in Khoros Care, plus:

• AI analysis: Summary, sentiment and suggested tags for the latest customer message. If a case shows no analysis, press Generate.
• AI draft reply: One editable draft for each of your AI templates. Press Use to put it in the reply box.
• Related Conversations: a badge in the case header opens a panel listing the customer's other conversations.
• Author profile card: the customer's network profile in the author panel.
• Reply status: a reply shows as pending in the thread until the network confirms it, and as failed if the network refuses it.
• Snooze: a conversation snoozed in Khoros Care shows as snoozed in Iris AI, with its real wake-up time.

Manage View

Works the same way as in Khoros Care:

• Open a case in full in the Agent View panel.
• Read-only case view for users without a conversation role.
• Moderation Status: set a conversation to Approved or Rejected.
• Bulk actions: bulk reassign, reopen and claim, all recorded in the case history.
• Filters: queue and date filters are saved between sessions, and quick search uses the same search rules as Khoros Care.

Administration

Facebook: a "Receive dark posts" switch on Facebook integrations.

Instagram: comment grouping defaults to "Detect conversations" when no setting has been saved, matching Khoros Care.

Bug fixes and improvements

• The inbox refreshes only the open lists and the open conversation, so adding a tag or claiming a case is no longer slowed by a full refresh.
• Faster first page load after sign-in.
• Sessions stay signed in through a brief network drop, including with several tabs open.
• When two people edit the same item, the second save shows a reload message instead of overwriting the first.
• Manage View columns refresh and page correctly, and column settings save only when changed.
• System tag groups appear first, in the same order as in Khoros Care.
• Analytics: custom report dates are saved, counts show a placeholder while loading instead of 0, and long card titles show in full on hover.
• Security: stronger browser security headers on all pages.

Known limitations in 26.0

• Internal notes added in Khoros Care don't show in Iris AI yet.
• The first time a new user opens Manage View, it may show no views. A hard refresh (Ctrl+Shift+R) fixes this.
• Reports stay in Khoros Care for this release.

Coming next

In the next update: reply box improvements (choose the account you reply from, insert a template at the cursor, full emoji picker), the attachment control switching off when a network or reply type doesn't accept attachments, internal notes from Khoros Care shown in the conversation, the Available queue fix, restoring a deleted user when you add their email again, and avatars from image hosts that need a sign-in.

More channels enabled: LinkedIn, TikTok, YouTube, Threads and Khoros Communities.

Publishing: Iris AI Publisher, the successor to Khoros Marketing publishing. Marketing customers keep using Khoros Marketing until then, and your CSM will plan the move with you. Currently, a demo view is available showcasing the publishing/marketing side of Iris AI.

Full Reporting in Iris AI.

Questions about your move? Contact your Customer Success Manager.