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Classic: How to delete a board under grouphub using board delete v2 API

Imtiaz — Tue, 28 Jul 2026 13:29:02 GMT

I am trying to delete a board under a Group Hub using the Board Delete v2 API:

DELETE /api/2.0/boards/{board_id}

However, I am receiving a 403 Permission Denied error, even though I am making the API call using a system user with Administrator permissions.

Response:

{ "status": "error", "message": "Permission Denied", "data": { "type": "error_data", "code": 414, "developer_message": "", "more_info": "" }, "metadata": {} }

Could you please let me know if there are any additional permissions or prerequisites required to delete a board under a Group Hub using this API?

Khoros Communities 26.4 Release Notes

MiladC — Thu, 30 Jul 2026 18:55:34 GMT

26.4 brings the Aurora homepage to life. Members can now react, reply inline, and save content directly from the feed without navigating away, while cross-board posting lets anyone start a discussion from any page in the community. Managers get a safe mode to evaluate Answer Assist quality before enabling it for members. Across Classic and Aurora, the release also delivers security patches, search fixes, and broad editor and stability improvements.

New Features

Aurora - Early Access Features

The features in this section are available in Early Access for Aurora communities. They are behind feature flags and must be manually enabled — contact your Customer Success Manager to begin. Once enabled, all features are fully configurable from the admin panel.

Note: Classic users can migrate to Aurora at no cost in 2026. Contact your CSM for detail

Cross-Board Posting: Members can now start a post from the homepage or any category or landing page — no more navigating deep into the community structure to find the right board.

- Start a Discussion CTA — Admins enable a posting button on any page template via the Designer Tool. Button text is configurable (default: "Start a Discussion").
- Permission-aware board picker — A searchable flat list showing only boards the user has permission to post on. Private group boards are hidden from non-members.
- All content types supported — discussions, blog articles, KB articles, ideas, and events.
- If clicked from within a specific board, that board is pre-selected in the picker.
- Anonymous users see the button but are redirected to sign-in on click

Interactive Social Feed: Aurora's homepage Feed section transforms from a static list of post titles into a living, social feed where members can participate without breaking their browsing flow.

- Inline comment expansion — Click "See details" on any post to expand and read the latest comments directly in the feed. New/unread comments are surfaced first with clear visual highlighting.
- Inline replies — Reply to any discussion directly from the homepage feed using the same rich editor and community settings as the full thread view.
- Full post view — Expand the complete post body within the feed context; navigate to the full thread only when you need deeper engagement.
- Infinite scroll — The feed auto-loads additional posts as you scroll, with admin-configurable batch sizes and load limits.
- Admin controls: Enable or disable the interactive feed globally or per board from Admin → Settings → Content Features → Homepage Social Feed. Configure comment display count, infinite scroll batch size, and pilot specific boards before rolling out community-wide. One-click emergency disable option if issues arise
- Multi-Semantic Reactions: Move beyond a single "Like" and let members express nuanced sentiment.
  - Reaction types include: Need This, Helpful, Insightful, Celebrate, and more — configurable per community.
  - Reaction picker appears inline on posts and comments in the feed and full thread views.
  - Members who react with "I Need This" automatically follow the thread and receive notifications when a solution is posted.
  - Reaction counts display in real time; notification messages explain why members are receiving updates.

- Save & Follow — Inline Feed Actions: Members can now manage their personal content queue directly from the feed.

- - Save/Bookmark — Save any post to "My Stuff" with a single click. Add private bookmark notes.
  - Follow/Unfollow — Follow threads for notifications; unfollow directly from the feed at any time.
  - Bulk unfollow — Manage followed content at scale.
  - Auto-follow — Members who react with "I Need This" are automatically subscribed to solution notifications.

Admin Review Mode for AI Answer Assist: Community managers can now safely test Answer Assist quality on live production data without any impact on member experience.

- Review Mode toggle — Enable per board in Answer Assist settings. The toggle label dynamically reflects the current state: "Enable Review Mode" when off, "Enable Live Mode" when on.
- Shadow processing — Answer Assist generates answers normally but routes them to the Answer Queue for admin review instead of posting to members.
- Zero member impact — No answers posted, no expert notifications triggered, no AA UI rendered for members in review mode.
- Answer Queue — Review mode entries are labeled "REVIEW MODE" and include the generated answer content and identified expert names.

Answer Requests Opt-Out: Experts can now opt out of automatic question routing when they don't want routed questions. (feature flagged with Answer Assist)
Likes & Reactions Email Notifications: Notify users by email when their posts receive likes or reactions (feature-flagged with the social feed).

Classic

Newest Sort for Knowledge Base Tags: Sort knowledge base Tag Results by newest post date.

Classic and Aurora

Custom Embed Extension Point: Add custom embed integrations to the rich text editor toolbar in a supported, generic way.

Classic

Security

Fixed private message images being viewable without logging in. (Classic and Aurora)
Fixed an attachment upload issue that could let a file be served with an unsafe content type.
Fixed SAML SSO not enforcing the required-signature setting on assertions.
Fixed anonymous API access that could expose private, moderation-held message data.
Fixed the kudos revoke API returning a business error instead of an authentication error for unauthenticated requests.
Added autocomplete hints to the registration form to prevent incorrect credential autofill.
Fixed OAuth callbacks double-encoding the state parameter, which strict clients could reject.

Accessibility

Fixed flat heading levels on Classic profile and widget pages for screen readers.
Exposed the rich text editor body as a labeled multiline textbox for screen readers.
Fixed keyboard focus getting stuck in the rich text editor toolbar at high zoom levels.
Fixed keyboard tab order so the Labels field is reachable before Post and Cancel on the compose page.
Added a visible required-field indicator and aria-required to the compose message Subject field.
Exposed the rich text editor list and text-color controls as split buttons to screen readers.
Added a visible tooltip when keyboard focus lands on a rich text editor toolbar control.
Rendered Help FAQ procedural step labels as proper headings for screen readers.

Search

Fixed an exact-title search match not appearing in results.
Fixed the search auto-suggest dropdown not appearing on some communities.
Fixed board search returning stale category results after a board was moved.
Fixed product and managed-tag search returning no results for certain multi-part terms.
Fixed full-text search not preserving compound terms joined by hyphens or slashes. (Classic and Aurora)
Fixed search dropping trailing terms in some multi-term queries. (Classic and Aurora)
Improved REST API search response times for large result sets.

Analytics

Restored Community Analytics traffic tracking (Page Views, Visits, Unique Visitors). (Classic and Aurora)
Fixed inflated "Members Online" counts caused by automated traffic.
Fixed Community Analytics failing to launch on sites that disable tickets on GET requests.
Fixed Topic Posted, Topic Updated, and Topic Deleted analytics events firing twice.

Editor & Content

Restored fullscreen playback for external videos inserted via Insert Video from the web.
Fixed the rich text editor body expanding uncontrollably and blocking posting on some environments.
Fixed image captions not displaying for knowledge base authors and readers.
Fixed Vimeo embeds showing a [video] placeholder after publishing.
Fixed image and custom-width slider issues in the editor.
Fixed a moved root Blog post redirecting to a restricted board instead of showing the moved-content placeholder.
Fixed the Draft filter on Knowledge Base and Blog dashboards showing published articles.

Notifications & Email

Fixed missing workflow notification emails for blog articles awaiting review.
Fixed subscribers not being notified when a subscribed message was moved to a new topic.
Fixed edit notifications not respecting the Notify Followers setting in some cases.
Fixed a missing notification-tracking record for a subscribed reply.
Fixed inconsistent Notification Feed counts depending on which server served the request.
Fixed button alignment not being honored in rendered email HTML.
Fixed several bugs in Email Template Management.
Made the email Template Card scrollable and preserved its filter selection.

Moderation

Restored report-board notifications for Content Filter deny events.
Fixed private message content-filter notifications not posting to the report board.
Fixed a server error after hiding a message from Spam Quarantine.
Fixed Moderation Manager reusing a stale Spam reject reason.
Restored dismissing the spam and moderation preview modal with Escape or an outside click.

API

Fixed REST API v2 Search not consistently enforcing result-size limits on expanded data.
Fixed REST API v1 metadata pagination duplicating results past a large offset.
Fixed the user-creation API response missing the rank field.
Fixed the messages API ignoring the "sort by kudos received" option.
Fixed predefined labels losing their configured letter case in the API.
Fixed anonymous search requests omitting a user's registration date when access was enabled.
Fixed missing user profile fields on parent-message-author activity log entries.
Fixed the Images API returning a server error when querying a deleted board.
Fixed the Images API's upload-time range query omitting valid images.

Core Fixes

Fixed a server error when following the Article Contributions link after logging in.
Fixed abuse reports submitted by anonymous users not being recorded.
Fixed Private Messages content being clipped at high browser zoom levels.
Fixed server errors on kudos button links on certain pages.
Fixed an error when moving an individual Events comment to another Events board.
Fixed board sort order not honoring the latest-activity timestamp.
Fixed a server error when opening an archived thread with a soft-deleted nested message.
Fixed duplicate or inconsistent reply state caused by orphaned data rows.
Fixed unanswered-thread auto-escalation stalling behind a single failed topic.
Fixed the Top Solution Authors widget rendering empty on the board page.
Restored location autocomplete suggestions in event location fields.
Fixed the tag cloud size setting not limiting the number of tags shown on posts.
Fixed sub-category and date fields not updating correctly.
Fixed SSO registration setting visibility and improved its admin configuration.
Fixed Product Catalog Sync deleting products that were present in the uploaded file.
Fixed a consecutive-login badge not being awarded due to undercounted login streaks.
Fixed Q&A structured data pointing the accepted-answer link to the author's profile instead of the answer.
Fixed Japanese short-month names rendering incorrectly on some servers.

Performance & Stability

Fixed a memory leak that could cause periodic Classic server downtime.
Fixed a memory leak from deleted boards that caused gradual slowdowns.
Fixed a session-handling race condition that caused intermittent server errors.
Fixed a backlog of stale video records delaying new video uploads.
Fixed a search indexing issue where malformed data could stall indexing.
Fixed a homepage error that could occur after moving a threaded reply.
Improved tag-cloud widget performance to avoid slow scans.
Improved loading performance of the message and topics view. (Classic and Aurora)
Improved performance of previous/next image navigation, especially in large galleries. (Classic and Aurora)
Fixed a memory leak when processing animated GIF images. (Classic and Aurora)
Improved reliability of video integrations when the provider rate-limits requests. (Classic and Aurora)
Fixed large GDPR content export downloads timing out. (Classic and Aurora)

Aurora

Enhancements

AI Answer Assist

Expert Opt-Out for Answer Requests — Community members identified as experts can now opt out of receiving Answer Request notifications globally or per topic. Admins can remove specific users from the expert pool. The routing algorithm respects opt-out status before selecting experts, gracefully falling back to the next available expert.
Simplified Answer Confidence Threshold — Reduced to three plain-language options — Moderate (Recommended), High, and Extreme — with percentage values removed. "Moderate" is now the default for new and unconfigured communities, applied in both the main AI Settings page and the per-board settings modal.
Hide Post Relevancy Threshold — The post relevancy threshold input has been removed from the AI Settings UI. It defaults to 50 and can be overridden via config key for communities that need tuning.
"Expert Report" Rename — "Experts Leaderboard" is renamed to "Expert Report" throughout the Aurora admin UI.

Email Templates

Template Version Lifecycle Management — Community managers can now mark templates and individual versions as active or inactive, preventing inactive versions from triggering unintended automation. Clone, rename, and delete versions directly from the template manager.
Digest Notification Emails — Digest notification emails are now supported within the Email Templates system with their own default templates and configurable variables. Previously handled outside the template system due to complexity.
Reactions Email Template — Communities with the Social Feed enabled now have a dedicated email template for reaction notifications, replacing the legacy Kudos email when Social Feed is active. Includes post byline, title, and styled reaction chips — customizable via a new Reactions content block in the email editor. Communities not using Social Feed see no change to existing Kudos emails.
"Post Templates" Rename — "Workflow Templates" has been renamed to "Post Templates" throughout the email templates interface for clarity.

AI Moderation

Poll AI Moderation — Quick Poll content is now submitted to the AI moderation pipeline. Poll question text, answer options, image alt text, captions, and image URLs are all inspected. Polls are durably requeued for moderation after creation; poll voteability is blocked until creation-time moderation completes.
Quick Poll Content Checked by Akismet — For communities using Akismet without AI moderation enabled, Quick Poll content is now submitted to Akismet as part of the poll creation flow. A rejected poll-bearing post keeps the poll non-voteable.
Moderation Queue AI Filters — "AI Flagged" and confidence threshold filters in the moderation queue now correctly narrow results. aiVerdict and aiConfidence are now indexed on the message search index.

Clarification Questions

Clarification Answer Moderation Unified with Standard AI Flow — Clarification question answers are now processed through the same AI moderation pipeline used for regular posts and replies, ensuring consistent pre-moderation, post-moderation, bypass, and moderation-off behavior across all content types. Rejecting a clarification answer hides that answer only; the parent post is unaffected.

Others

WebP Image Uploads: Upload images in WebP format without the upload being rejected.

Bug Fixes

Answer Assist

Fixed raw HTML markup appearing inside Answer Assist citation snippets shown to members.
Fixed extra blank lines appearing in AI-generated answers.
Fixed Answer Assist generating duplicate AI replies when a post is edited mid-response.
Fixed Answer Assist running on boards not selected in Target Sources, incorrectly surfacing "expert notified" notifications.
Fixed filtered-out citations appearing in the citations list.
Fixed Answer Assist using citations not present in the current CLM build.
Fixed Answer Assist using low-relevance citations in answer generation.
Fixed expert suggestions remaining visible after an AI answer succeeded on retry.
Fixed missing Answer Assist translations in the enduser app for several locales.
Fixed retry failures around Answer Assist reply creation.
Fixed ai_auto_reply.metadata_write_enabled defaulting to FALSE; now correctly defaults to TRUE.
Fixed Answer Assist not recognizing Khoros Managed Key configuration, resolving "API key is not configured" errors for communities using Khoros-provided keys.
Fixed Expert Notification event not firing when an AI answer is generated on a board with a timer delay.
Improved reliability of AI answer generation during brief service slowdowns.

Clarification Questions

Fixed Clarification Questions not generating on boards where only the primary LLM is configured with no fallback.
Fixed Clarification answers failing to save when an admin used "Switch Member" to act as another user.
Fixed Clarification Review admin pages failing on communities without Lithium Studio enabled.
Fixed Clarification classifier mis-parsing LLM output and treating nearly every post as a question.
Fixed multiple Clarification defects: board settings accuracy, bulk enable/disable, reminder behaviour, abandonment handling, and lost answer submissions.
Fixed Clarification Questions not coordinating with Answer Assist when board answer delay is set to 0.
Fixed Clarification Questions surfacing about details already stated in the original post.
Fixed Clarification Questions not generating on boards where Answer Assist is disabled but Clarification Questions are independently enabled.
Fixed Clarification UI appearing on admin home page; now gated to message pages only.
Fixed category-level clarification settings not reflected in board-level display, showing a misleading "disabled" state when settings were inherited from the parent.
Fixed CM Guidance Examples allowing duplicate entries with no validation.
Fixed clarification state and questions not visible to admins on post detail pages; now accessible directly without navigating to the Clarification Review console.
Short clarification answers — yes, no, n/a, or a single number — are now accepted.

AI Moderation

Fixed moderation status incorrectly showing "AI: Pending" for content on boards where AI moderation is disabled or skipped; now correctly shows "AI: Disabled" or "AI: Skipped".
Fixed Spam and Other reject reason options missing from the reject dropdown for replies in threaded view.
Hardened AI moderation background sweeper against stuck-row failures.
Fixed wrong info message shown when content is rejected as Abuse by a Moderator.
Fixed AI moderation global kill switch taking 15–60 seconds to take effect due to missing cache invalidation; now takes effect immediately.
Created an extension point for message-attached components to participate in the AI moderation pipeline.
Updated AI moderation "under review" banner copy.
Fixed AI Settings toggles breaking when configuration failed to load or returned an empty response.

Events

Fixed registration cancellations in Aurora not syncing to Zoom, leaving registrant counts incorrect.
Fixed registrations by partially registered users not being pushed to Zoom.
Fixed anonymous users getting an "Error Rendering Component" crash when opening event pages.
Fixed Zoom event date and time not being auto-fetched when linking a meeting to a community event.
Fixed missing validation for Zoom vs. community event time, type, and meeting ownership mismatches.

Email Templates

Fixed email template editor showing a success confirmation without actually saving; errors now surface correctly.
Fixed not being redirected back to the template list after deleting the last template.
Fixed four Digest email editor issues: layout rendering, preview display, variable substitution, and save/publish behaviour.
Fixed Undo action incorrectly clearing original text when reverting a block duplication or close action.
Fixed unsubscribe URL in email templates not resolving correctly, ensuring opt-out links in community emails function as expected.
Fixed the Send Email Orchestrator action firing for triggers not configured to the Immediately cadence.
Fixed button alignment issues; added support for placing two buttons on the same line; fixed image alignment discrepancies between edit mode and preview.

Orchestrator

Fixed rule description having no character limit, causing lag and "Error updating fields" on save.
Fixed duplicate condition validation, webhook header banner, THEN blocks warning, cancel confirmation dialog, and HTML rendering in email preview.

Polls

Fixed adding a poll image to a post incorrectly stripping the main post's featured image on publish.
Fixed Polls appearing as questions in the AI Answer Assist log.

Designer

Fixed icons and user avatars appearing stretched and distorted in Designer → Page Templates device preview mode.

SSO & Registration

Fixed SSO registration field configuration showing "Private Notes Consent" instead of "Privacy Policy"; field is now hidden when no Privacy Policy is configured.

Search

Fixed searching for a board by its exact name returning no results.
Fixed Manage Content search dropping trailing terms when combining subject text with an author filter.

Platform

Added quill-resize-image to Aurora allowed dependencies, unblocking image resize capability in the rich text editor.
Fixed a page crash on certain pages following a framework upgrade.
Fixed navbar theme styling not applying consistently across pages.
Fixed the Cancel button showing a raw translation key in a report modal.
Fixed the API returning null instead of an empty connection for non-null connection queries.

Security

Stripped EXIF metadata, including GPS and device information, from image attachments on upload.
Fixed an untranslated technical label on the SAML sign-in page.

Accessibility

Improved keyboard focus visibility on tags in High Contrast mode.
Added a visible keyboard-focus indicator in the inline message view (WCAG 2.4.7).
Added visible keyboard-focus indicators to the emoji picker toolbar controls.
Added a forced-colors (high-contrast) fallback for overlay button styling (WCAG 1.4.11).
Added meaningful alt text to the community brand logo based on the community title (WCAG 1.1.1).
Added a contextual accessible label to the Solved badge for screen readers.

Moderation & Appeals

Restored Spam and Other reject reasons for replies in threaded view.
Fixed Approve and Reject actions being hidden in the moderation overflow menu.
Made the Review Mode toggle state easier to see at a glance.
Fixed Review Mode board-override count and selection cascade behavior.
Fixed stale reason codes appearing in the abuse-report banner.
Fixed the Ban Member action appearing for users who are already banned.
Added full citation details to Admin Review Mode.
Fixed the appeal decision button being hidden from non-admin message authors.
Hid the "Appeal Again" button once a user reaches the appeal limit.
Hid an AI-only appeals setting when AI moderation is disabled.
Fixed the Appeals tab crashing on refresh and a redirect issue.
Fixed the Appeals tab label not being translated in the account menu.
Changed the "In Review" Banner so it will not longer display with "selective moderation" and will only show when you have the "Required" moderation style enabled.

Search

Fixed a crash when paging through more board search results.
Fixed searching for a board by its exact name returning no results.
Fixed "Newest" search sorting by last-edited date instead of original post date.
Fixed a potential crash in search-term handling.

Analytics & Metrics

Fixed indefinite loading on the Active Users and Members Traffic detail modals.
Fixed the DAU/MAU Ratio detail modal flickering against its previous-period value.
Renamed Metrics Explorer's "Group Hub" label to "Group".
Renamed the Compare modal's "Select All" option to reflect its 10-metric limit.
Clarified that the "Survey Helpful Yes Then" metric reports a count.
Included categories and group hubs in the Analytics dashboard place-picker search.
Fixed the analytics popup not closing after a request-to-join action.
Re-enabled Aurora survey analytics events.
Added view tracking for the split-view inline reading pane.
Fixed missing Aurora node links in the CIC API for non-board nodes.

Editor & Content

Fixed extra empty paragraphs appearing when pasting plain text into the editor.
Fixed Source View corrupting code blocks containing angle brackets or here-doc syntax.
Restored the anchor-link icon on Blog and Knowledge Base article headings.
Enabled the image-resize plugin in the rich text editor for Aurora.
Prevented saving a knowledge base article before attachments finish uploading.
Fixed draft Knowledge Base articles losing tags when custom fields were edited.
Unified the edit and preview canvas for a more consistent editing experience.

Email & Notifications

Fixed several issues in the digest email editor. (Classic and Aurora)
Required a fallback message before saving or publishing a digest email. (Classic and Aurora)
Fixed a broken destination after deleting the last version of an email template. (Classic and Aurora)
Routed the unsubscribe link through notification settings and removed the external-URL option. (Classic and Aurora)
Migrated digest emails onto the email template system.
Preserved entered text when undoing a duplicate or close in the email template editor.
Surfaced an error instead of a false success when saving an email template with an empty subject.
Fixed the Send Email action firing for triggers not set to the Immediately cadence.
Renamed the "Workflow" email-template category to "Post".
Fixed the notification bell not updating on Recent Posts.
Fixed broken reply links in plain-text subscription emails when the title contains a curly apostrophe.

Registration & SSO

Fixed Group Hub email invites failing for new SSO users mid-registration.
Fixed the Register control intermittently showing the local sign-up form instead of external SSO.
Made SSO-managed name fields read-only instead of hidden and excluded them from submission.
Fixed the password-reset page failing when anonymous API access is disabled.
Gated the SSO Private Notes Consent field on the Direct Message consent setting.

Polls

Fixed adding a poll image removing the main post's image on publish.
Fixed additional poll bugs and removed the sign-in requirement to vote.

API

Fixed REST v2 API queries selecting the same field at multiple nesting levels.
Fixed the API returning null instead of an empty result for non-null connection queries.
Fixed the API returning null for a valid user's private statistics.
Fixed the user API role-exclusion filter returning users it should exclude.

Core Fixes

Fixed an error when moving a reply to a different board.
Fixed signed-in users getting an error page when browsing tag pages.
Fixed signed-out users landing on a broken create-content page across boards.
Fixed a page crash affecting some pages after a framework upgrade.
Fixed the Page Builder editor crashing when selecting a custom Text/HTML widget.
Fixed a crash when an optimistically-rendered reply has no moderation data yet. (Classic and Aurora)
Fixed a crash when hovering over an anonymous blog author's profile link.
Fixed a server error that broke Featured Content and Related Content widgets.
Fixed the Inbox stopping after about 45 conversations.
Fixed the "Show More" link on Idea boards not loading additional results.
Fixed the @-mention suggestion dropdown closing itself in the reply editor.
Fixed the @-mention autosuggest not appearing on Android mobile browsers.
Fixed Related Content links not following external redirects when clicked in-app.
Fixed hidden-board content still appearing on an author's public profile and activity pages.
Fixed the Cancel button showing a raw translation key in a report modal.
Fixed a duplicated reaction tooltip and added one-click liking.
Fixed navbar theme styling not applying consistently.
Fixed several issues in the cross-board posting destination picker.
Fixed a cross-board call-to-action, a reaction label, and a bulk-unfollow refresh issue.
Fixed the image picker in My Stuff replies and a stale-reply refresh issue.
Added inline validation to block duplicate configuration examples.
Completed the Occasions-to-Events and TKB-to-Knowledge Base terminology rename.
Persisted custom survey question and answer wording through text-override settings.
Made survey submission atomic and per-user on the server side.
Improved cache reliability under heavy load, reducing intermittent errors.
Improved spam processing reliability by preventing a retry backlog buildup.
Fixed an Aurora SDK dependency conflict blocking clean installs.

Pre-Prod Rollout: August 3-4. Testing window open from August 4 through August 16.

Production Rollout: August 18-19.

Using the Khoros Community Support Portal

LucyL — Thu, 16 Jul 2026 05:01:31 GMT

So you've launched a subscription with one of our products and ran into an issue or have a question that you couldn't find the answer for on this community. Don't fret - we've got you covered! It's our mission to ensure your support experience is seamless and effortless.

Th Case portal can be accessed through this link: https://supportportal.khoros.com/

How do I access the Support portal?

To access your support site, please go to Khoros Support portal, and then select the Product you want to contact support for:

Click “Sign In” at the top right corner of your screen.

If you are a new user, please click on the “Need an account? Sign up” option instead. Enter your Full name and email to receive a verification email sent to the email address. You will be able to create a new password through the link in the verification email.
If you are a user with existing credentials in the previous support portal(before May 2025), you can log in with your usual email address after resetting your password by clicking on the “Forgot password?” link and following the instructions below after landing on the portal.

I am unable to verify email or reset my password

Use the ChatBot: If you have trouble with email verification or password reset, click on the ChatBot in the bottom corner (Unable to login?). It will guide you through the process.
You will be asked to enter your email address, and then it will work some magic to check your email address and let you know of the next steps.
Check Your Inbox: If a new password is sent by email, be sure to check your Spam or Junk folder if you don't see it in your main inbox.

How do I create a ticket?

After signing in, click on the chat icon in the bottom right corner or select “Start a Conversation” at the top. A banner for our AI-Powered Support Agent will appear; click on Start Chat to initiate a session.
This will open a window for chat, where our AI, specialized in Khoros Products, will assist you with your questions and issues.
The AI-Powered Support Agent can significantly reduce the time it takes to receive help. If it cannot resolve your problem, it will conduct an initial triage and gather relevant information before transferring you to an agent, enabling us to assist you more efficiently.
While you have the option to raise a ticket directly, we encourage you to interact with it first to ensure that the necessary information is collected, helping our agents address your issue more effectively.

What happens if I have an open ticket?

After signing in to the Portal you will be able to see all support requests created by you by clicking the “My Conversations” button which can be accessed through the profile icon on the top right corner.
If you have old tickets from the previous support system - all previously open / pending tickets will be moved and assigned a different conversation ID for better tracking purposes.

How do I search for the old ticket?

After signing in to the Portal and navigating to "My Conversations", you should see a list of Open and previously Closed cases (if any). Legacy case ID is there in the subject (for easy searching):
... and in the custom fields in the ticket itself:

What should I do if I am facing an outage?

If you are experiencing an outage, you can interact with our AI-Powered Support Agent who will first check if there are open outages in our Product Status page and prompt you beforehand.

If there is no ongoing outage, you can report your outage with the AI-Powered Support Agent who automatically create an Urgent-priority support ticket for you, ensuring that our team can address the problem as soon as possible.

ℹ️ In an outage situation, you will also be provided with the option to create an urgent ticket OR chat with a live agent.

Will I still be able to email Support?

Yes, you can continue to email Support at support@khoros.com or outage@khoros.com (for Outages). If there are any changes to this policy in the future, we will inform you accordingly.

Note: Sending emails to any other mailbox to open Support tickets will result in ticket closure.

One year in, straight from us.

AngeloA — Mon, 06 Jul 2026 18:09:05 GMT

It has been a year since IgniteTech acquired Khoros, and I want to talk to you directly. There has been a lot of secondhand talk going around, none of it coming from us, and most of it from people who stand to gain from the telling. Enough of that. If you want to know something about Khoros, come to Khoros. Ask us. We will give it to you straight.

Here is where we are.
We did not buy Khoros to dress it up and sell it. That is the private equity playbook, and it is not ours. We are privately held, we keep what we acquire, and we run it for the decades, not the quarter.

Khoros was losing millions. We made it profitable so it would not go dark. That took painful decisions, and I know some of them affected you. I am not going to gloss over that. It is also why Khoros is still here, on solid ground and able to invest in what comes next.

And we have invested. We rebuilt the platform and shipped two AI-native products in under a year. Aurora AI reimagines community for the AI-answer-engine era and closes roughly 30% of community questions that never get a good answer. The brand-new Iris® AI replaces Care and Social Media Management, two products that ran separately for 15 years and never fully integrated. It brings social engagement and brand care into one platform, with publishing, moderating, engaging and analyzing all in one place.

No other company offers enterprise community alongside enterprise social and brand care, and large enterprises are switching to us because of it. Everyone else still makes you choose. We have been the gold standard in customer community since Lithium (Khoros’ predecessor) pioneered the category in 2001, and then built the bridge to social when Lithium and Spredfast became one company, because community and social were never meant to live apart. That foundation has powered more than 4,000 community deployments since 2001 and draws 1.8 billion site visits a year.

This first year post-acquisition was about putting the house in order. This next stretch is about innovation, building on the platform you count on. We are strengthening the online infrastructure and improving uptime, with faster, sharper incident response when something does go wrong. When we fix something now, we fix the cause, not the symptom.

As part of that investment, we are turning on Community Guard for you, free for the next 60 days. It is a new protective layer for an internet that is not just people anymore. Communities like yours get crawled, scraped and hit by bots and automated agents that distort your analytics, consume capacity and put avoidable pressure on the experience. Community Guard catches that traffic before it reaches your community, while keeping the door open for real users and the discovery channels you actually want. The result is a cleaner, steadier community with real protection against bot abuse and traffic spikes. We are turning it on now because it is the right thing to do for our customers.

Here is what all of this means:

Stronger reliability and faster incident response as we harden the platform.
Community Guard will be enabled and free for the next 60 days, screening bots and automated traffic before it reaches your community.
Free migration from Community Classic to Aurora AI through the end of 2026.

We are as visible as ever in this market, on our own terms. We have redeployed our presence to where our customers actually are, the independent events and conversations that are open to everyone. We were a key sponsor of Toronto Community Week 2025 and London Community Week 2025, and this year we are the headline sponsor of London Community Week 2026, which takes place July 7-9 in London, UK. Come find our product/engineering and commercial teams there as we lay out the real future of Khoros.

The full story of the turnaround is at khoros.ai/transformation, and if you want to see Aurora AI, Iris AI or Community Guard in action, let us know and we’ll set it up.

Year one was the save. Year two is what we saved it for.

Eric Vaughan,
Chief Executive Officer

P.S. If anything you have heard about Khoros does not match this post, that is exactly my point. For the real story you can make proper investment decisions on, just ask us.

Email Template - FAQ

LucyL — Tue, 26 May 2026 07:50:29 GMT

What happens if I don’t activate any templates in the designer?

Nothing breaks. All 35 system templates continue to send via the legacy email flow. The designer is for creating custom branded upgrades - it is not mandatory.

What is the difference between a system template and a custom template?

System templates come with the platform, are always active via the legacy flow, and cannot be edited directly. You can create custom branded versions of them in the designer. Please note- Custom templates in the Rules category only are triggered via the Orchestrator.

Will members receive duplicate emails if I create a Rules template on the same trigger?

Yes. System templates cannot be turned off. If you create a Rules email with the same trigger on Orchestrator(e.g., User Registers), the member receives both. Design your Rules email to complement the system template, not duplicate it.

How do I send emails to specific users only?

Use the Orchestrator’s Rules engine with conditions - e.g., “When Topic Posted AND board = ‘VIP Lounge’, send [VIP Template].”

Can I edit the system templates directly?

No. System templates are read-only. To customize, create a new version in the designer. Your branded version replaces the system template when save and published as Active.

Do transactional emails require an unsubscribe link?

No. Transactional emails (authentication, password reset, account notifications) are exempt from unsubscribe requirements in most jurisdictions. The system bypasses unsubscribe for these by design. Marketing/commercial emails do require {unsubscribeUrl}.

How do I test a template before publishing?

Click “Send Test” in the editor. This sends the template to the email of the admin account you are currently logged in on, with placeholder values for variables.

What is Orchestrator?

The platform’s rule-based automation engine. You create Rules with triggers (community events), conditions, and actions (including SEND_EMAIL). Custom templates with the Rules category can be triggered through Orchestrator.

Orchestrator rules: custom templates by trigger

LucyL — Tue, 26 May 2026 07:49:08 GMT

The 35 system templates handle standard notifications. The Orchestrator lets you go above and beyond by using Rules to send custom emails tied to specific triggers. Custom emails must be created in the Rules category in the Email Template Designer.

How it works: Create a Rule in the Orchestrator with a trigger, optional conditions, and a SEND_EMAIL action referencing a Rules custom template built in the designer.

Available triggers

S. No.	Trigger
1	User Registers
2	User Email Verified
3	Role Granted
4	Group Join Request
5	Topic Posted
6	Topic Updated
7	Topic Moved
8	Topic Deleted
9	Solution Accepted
10	Expert Notification
11	Clarification Nudge

Note: Inactivity detection (e.g., “members who haven’t returned in 7 days”) and threshold-based triggers (e.g., streak milestones) are not yet available. The triggers above represent everything currently available.

Category	Sub-Categories	Count
Authentication	Email Change Confirmation, Email Verification, Registration Confirmation, Forgot Password	4
Subscription	Immediate Notification	1
Engagement	Private Message, Mentions, Content Mentions, Solution to Question, Answer Accepted, Accept as Solution Reminder, User Rank Change, Likes, Award User Badge	9
Moderation	Moderator Notification, Message Move, Message Edit, Message Deletion	4
Post Templates	Message Post Confirmation, Co-Author Notification, Content Workflow Notification	3
Membership	User Request, Invite Request, Invite Member, Deny Request, Approve Request, Invited User Registration	6
Events	Event Invitation PM, Calendar Invitation, Event Reminder, Event Invitation	4
Integration	Salesforce Integration Notification	1
Admin	Import Role, Community Upgraded, Community Restarted	3
Rules	Custom rule-based templates via Orchestrator	-

Email Template Best Practices

LucyL — Tue, 26 May 2026 07:45:52 GMT

Template structure best practices

Section	Contents	Notes
Pre-header	Hidden preview text in inbox preview	50–100 characters. Supplements the subject line.
Header	Brand logo, community name	Keep consistent across all templates.
Body	Greeting, message, context	50–125 words. Lead with the key action.
CTA	Primary action button	One clear CTA per email. Contrasting color.
Footer	Unsubscribe, privacy, notification settings	Marketing emails require {unsubscribeUrl}. Transactional emails exempt.

Creative block combinations

Combination	Effect
Text + Divider + Text	Clearly sectioned emails (e.g., “What’s New” then “Upcoming Events”)
Photos + Button	Visual CTA area (event banner with “RSVP Now” below)
Button + Button	Primary and secondary actions
Spacer between sections	Consistent vertical breathing room across email clients
Footer block	Standardized compliance area across all templates

Recommended branding priority

All 35 system templates are already functioning via the legacy flow. This is a recommended order for creating branded versions - prioritized by engagement impact. Nothing is broken if you don’t brand them.

Phase	Templates to brand	Why these first
Phase 1: First Impressions	Registration Confirmation, Email Verification, Forgot Password, Email Change Confirmation	First emails new members see. Branding sets the tone from day one.
Phase 2: Engagement Drivers	Mentions, Likes, Private Message, Solution to Question, Answer Accepted	Emails that bring members back. Branded notifications drive higher click-through.
Phase 3: Growth & Recognition	Event Invitation, Event Reminder, Membership Invite, Award User Badge, User Rank Change	Expand reach and celebrate achievements.
Phase 4: Operational	Moderation, Post, Admin, Subscription templates	Functional notifications. Lower direct engagement impact.

Email design tips

Brand consistency - Same colors, logo, and voice across all templates.
Mobile-first - Single-column layouts, 44px+ touch targets, 14px+ body text.
One clear CTA - Large, high-contrast, above the fold.
Personalization - Use {userLogin} or {receiver} in greetings and subject lines.
Brevity - 50–125 words. Front-load the most important information.

Email Template - template variable

LucyL — Tue, 26 May 2026 07:43:01 GMT

Template variables

Variables are dynamic placeholders replaced with real data at send time. Click the Variables tab in the left sidebar to see all available variables for the current template. Click a variable to insert it, or type the syntax directly (e.g., {communityTitle}). Variables are Case Sensitive.

Global variables (all templates)

Variable	Syntax	Description
User Name	{userLogin}	Login name of the recipient
Community Name	{communityTitle}	Community display name
Receiver	{receiver}	Display name of the email receiver
Recipient	{recipient}	Display name of the email recipient
Recipient Address	{recipientAddress}	Recipient email address
Policy Url	{policyUrl}	Community privacy policy link
Notifications Settings Url	{notificationsSettingsUrl}	User notification settings link
Unsubscribe Url	{unsubscribeUrl}	One-click unsubscribe link
Unsubscribe External Url	{unsubscribeExternalUrl}	External one-click unsubscribe link
Front Page Url	{frontPageUrl}	Community home page link

Note: The unsubscribe link is required for marketing/commercial emails (CAN-SPAM, CASL, GDPR). Transactional emails like password resets and verification are exempt - the system bypasses unsubscribe for these by design.

Template-specific variables

These are scoped by category - the Variables tab only shows what is available for the template you are editing.

Category	Variable	Syntax	Description
Authentication	Verification URL	{verificationUrl}	Email verification/change confirmation link
Subscription	Author	{author}	Author of the subscribed content
Subscription	Subject	{subject}	Subject or title of the content
Subscription	Message Url	{messageUrl}	Link to the content
Subscription	Board	{board}	Board where content was posted
Subscription	Body	{body}	Body or excerpt of the content
Subscription	Rank	{rank}	Rank of the content author
Subscription	Label Text	{labelText}	Labels applied to the content
Subscription	Last Edit Author	{lastEditAuthor}	User who last edited content
Subscription	Message Type	{messageType}	Type of message (post, reply, etc.)
Engagement	Author Login	{notification.message.author.login}	Content author username
Engagement	Message URL	{notification.message.url}	Link to content where mentioned
Engagement	Badge Title	{notification.badge.title}	Title of the awarded badge
Engagement	Badge Icon	{notification.badge.iconUrl}	URL of the badge icon image
Events	Event Subject	{invite.message.subject}	Title of the event
Events	Start Time	{occasionData.startTime}	Event start time
Events	RSVP Yes URL	{occasionData.rsvpYesUrl}	One-click RSVP link
Moderation	Reason for Change	{reasonForChange}	Reason provided by moderator
Moderation	Content URL	{notification.message.url}	Link to moderated content

Recommended branding priority

Section	Contents	Notes
Pre-header	Hidden preview text in inbox preview	50–100 characters. Supplements the subject line.
Header	Brand logo, community name	Keep consistent across all templates.
Body	Greeting, message, context	50–125 words. Lead with the key action.
CTA	Primary action button	One clear CTA per email. Contrasting color.
Footer	Unsubscribe, privacy, notification settings	Marketing emails require {unsubscribeUrl}. Transactional emails exempt.

Creative block combinations

Combination	Effect
Text + Divider + Text	Clearly sectioned emails (e.g., “What’s New” then “Upcoming Events”)
Photos + Button	Visual CTA area (event banner with “RSVP Now” below)
Button + Button	Primary and secondary actions
Spacer between sections	Consistent vertical breathing room across email clients
Footer block	Standardized compliance area across all templates

Email Template - Variables

LucyL — Tue, 26 May 2026 07:41:13 GMT

Global variables (all templates)

Variable	Syntax	Description
User Name	{userLogin}	Login name of the recipient
Community Name	{communityTitle}	Community display name
Receiver	{receiver}	Display name of the email receiver
Recipient	{recipient}	Display name of the email recipient
Recipient Address	{recipientAddress}	Recipient email address
Policy Url	{policyUrl}	Community privacy policy link
Notifications Settings Url	{notificationsSettingsUrl}	User notification settings link
Unsubscribe Url	{unsubscribeUrl}	One-click unsubscribe link
Unsubscribe External Url	{unsubscribeExternalUrl}	External one-click unsubscribe link
Front Page Url	{frontPageUrl}	Community home page link

Template-specific variables

These are scoped by category - the Variables tab only shows what is available for the template you are editing.

Category	Variable	Syntax	Description
Authentication	Verification URL	{verificationUrl}	Email verification/change confirmation link
Subscription	Author	{author}	Author of the subscribed content
Subscription	Subject	{subject}	Subject or title of the content
Subscription	Message Url	{messageUrl}	Link to the content
Subscription	Board	{board}	Board where content was posted
Subscription	Body	{body}	Body or excerpt of the content
Subscription	Rank	{rank}	Rank of the content author
Subscription	Label Text	{labelText}	Labels applied to the content
Subscription	Last Edit Author	{lastEditAuthor}	User who last edited content
Subscription	Message Type	{messageType}	Type of message (post, reply, etc.)
Engagement	Author Login	{notification.message.author.login}	Content author username
Engagement	Message URL	{notification.message.url}	Link to content where mentioned
Engagement	Badge Title	{notification.badge.title}	Title of the awarded badge
Engagement	Badge Icon	{notification.badge.iconUrl}	URL of the badge icon image
Events	Event Subject	{invite.message.subject}	Title of the event
Events	Start Time	{occasionData.startTime}	Event start time
Events	RSVP Yes URL	{occasionData.rsvpYesUrl}	One-click RSVP link
Moderation	Reason for Change	{reasonForChange}	Reason provided by moderator
Moderation	Content URL	{notification.message.url}	Link to moderated content

Email Templates - Creating new templates

LucyL — Tue, 26 May 2026 07:32:40 GMT

The 35 system templates are sent automatically via the legacy flow. The Email Template Designer lets you create new branded versions of these templates - customized with your brand’s theme, content, and messaging. When you publish a branded version as Active, it replaces the system default for that email.

Note: This section covers creating branded versions of existing system templates. For creating rule-based custom templates triggered via the Orchestrator, see Section 10.

When to create a branded version

You might want to create a new branded version of a system template when:

You want to add your brand’s logo, colors, and voice to a system email
You want to change the default copy or subject line to better fit your community’s tone
You want to add additional context (e.g., onboarding guidance in the Registration Confirmation email)
You want to include more relevant links or CTAs than the system default provides

Step-by-step: creating a template

Step	What to do	Notes
1	Click “+ New Template” on the dashboard	Top-right corner
2	Select a Category	Select the category matching the system template you want to customize (e.g., Authentication, Events, Engagement). For rule-based custom templates, use the Rules category - see Section 10.
3	Select a Sub-Category	Pick the specific system template to create a branded version of (e.g., Email Change Confirmation, Mentions)
4	Choose a creation method	Blank template (empty canvas) or From system template (pre-built base to customize)
5	Click “Continue to Builder”	Opens the template editor
6	Build your template	Use blocks, variables, and background settings (see Section 4)
7	Save Draft or Save & Publish	Draft = not sent, system template continues. Save & Publish = branded version goes live immediately.

Figure 5. Create New Email Template dialog with Category and Sub-Category selection.

Note: Start with “From system template” for your first branded versions. It gives you a working structure to modify, which is faster and less error-prone than starting blank.

Publishing, testing & managing templates

LucyL — Tue, 26 May 2026 07:30:28 GMT

Save draft vs. save & publish

Action	What happens
Save Draft	Saves changes. Template stays in Draft status. Not sent to anyone.
Save & Publish	Saves changes AND makes this version the active live template. Takes effect immediately.

Note: Save & Publish takes effect immediately - there is no staging period. Always send a test email first.

Send test email

Click “Send Test” in the top-right corner of the editor. This sends the current template to your admin email so you can verify formatting, variable placeholders, links, and mobile rendering.

Managing template lifecycle

Step	What to do
1	Create a new version when you want to change a live template
2	Edit the draft while the current default continues serving
3	Send a test email to verify
4	Publish the draft to make it the new default
5	Optionally delete the old version

Email Template - Using the Template Editor

LucyL — Tue, 26 May 2026 07:28:26 GMT

Click any template card to open the visual editor. The editor has three areas: the left sidebar (Blocks and Variables), the center canvas (email preview), and the right sidebar (properties panel).

Figure 3. Email Template Editor.

Content blocks

Click a block type in the left sidebar to add it to the canvas.

Block	Purpose	Examples
Text	Formatted text - headings, paragraphs, links	Body copy, greetings, instructions
Photos	Images - logos, banners, icons	Brand logo in header, badge images
Button	Clickable CTA with customizable text, color, URL	“Confirm Email”, “View Post”, “RSVP Now”
Divider	Horizontal line to separate sections	Between header and body
Spacer	Vertical whitespace between blocks	Breathing room above/below buttons
Footer	Standardized footer section	Unsubscribe, privacy, notification settings links

Editing text

Click any text block on the canvas to edit directly. Supports bold, italic, underline, links, and heading sizes.

Note: Keep email text to 50–125 words. Lead with the most important information.

Canvas background

Option	Description
Solid	Single background color via hex code or preset swatches. Default: white (#ffffff).
Gradient	Two-color gradient with configurable direction (Top to Bottom, Left to Right, etc.).

Figure 4. Preview of Canvas Background with gradient configuration.

Desktop vs. mobile preview

Use the Desktop/Mobile toggle at the top of the canvas to preview across devices.

Note: Over 60% of email opens happen on mobile - always check mobile view before publishing.

Subject line

The Subject field at the top of the canvas sets the email subject. Variables work in subject lines (e.g., {communityTitle} Email address change confirmation).

Best practice	Why
Under 50 characters	Full visibility on mobile
Include {communityTitle}	Brand recognition in inbox
Action-oriented phrasing	“Confirm your email” > “Email confirmation required”
Avoid spam triggers	FREE, URGENT, ACT NOW reduce deliverability

Email Template - Template Reference

LucyL — Tue, 26 May 2026 07:25:09 GMT

Below is the full inventory of all 35 system templates organized by category. All templates are still being sent via the system template through the legacy flow.

Authentication (4 templates)

Template	Description
Email Change Confirmation	Sent when a user requests to change their email address. Contains a verification link.
Email Verification	Sent to verify a user’s email address during or after registration when the user clicks on “Resend verification email”.
Registration Confirmation	Confirms a new user’s registration and requests email verification. Contains a verification link.
Forgot Password	Password reset email sent when a user requests to reset their credentials.

Events (4 templates)

Template	Description
Event Invitation Private Message	Private message invitation to an event, sent directly to specific users.
Event Calendar Invitation	Calendar invitation allowing users to add the event to their calendar app.
Event Reminder	Reminder sent before an upcoming event.
Event Invitation	General invitation to an event sent to targeted community members.

Membership (6 templates)

Template	Description
Membership User Request	Notifies group owners when a user requests to join a group.
Membership Invite Request	Invitation to a specific user to join a group.
Membership Invite Member	Email when an admin directly adds a user to a group.
Membership Deny Request	Notification that a group membership request was denied.
Membership Approve Request	Notification that a group membership request was approved.
Invited User Registration	Registration invitation for users invited to join the community by an admin.

Admin (3 templates)

Template	Description
Import Role	Admin notification for role import operations (bulk user management).
Community Upgraded Notification	Admin notification when the community platform has been upgraded.
Community Restarted Notification	Admin notification when the community has been restarted.

Integration (1 template)

Template	Description
Salesforce Integration Notification	Notification for Salesforce integration events (e.g., sync status, errors).

Post Templates (3 templates)

Template	Description
Message Post Confirmation	Email after a user with an unverified email tries to publish or comment on content.
Co-Author Notification	Notification for when a user is added as a co-author for an article.
Content Workflow Notification	Notification for when a user submits a draft for review, as well as revision notes.

Moderation (4 templates)

Template	Description
Moderator Notification	Email sent to moderators about new abuse report.
Message Move Notification	Email informing a user a post they are following was moved.
Message Edit Notification	Email informing a user a post they are following was edited.
Message Deletion Notification	Email informing a user a post they are following was deleted.

Engagement (9 templates)

Template	Description
Private Message Notification	Notification of a new private message.
Mentions	Notification when a user is @mentioned.
Content Mentions	Notification when a user is mentioned within content.
Solution to Question	Notification that a solution was posted to a question that the user was following.
Answer Accepted as Solution	Notification that a user’s reply was accepted as the solution.
Accept as Solution Reminder	Reminder to mark a reply as a solution.
User Rank Change	Notification when a user’s rank changes.
Likes	Notification when a user’s content receives a like/kudos.
Award User Badge	Notification when a user earns a badge.

Subscription (1 template)

Template	Description
Immediate Notification	Immediate email notification for subscribed content (new replies, updates).

Email Template - Getting Started

LucyL — Tue, 26 May 2026 07:23:26 GMT

Accessing the dashboard

In the admin panel, navigate to: Admin Panel → Designer → Email Templates.

The dashboard shows all 35 templates in a card grid. Each card displays the template name, description, category, status, version count, and last updated date.

Figure 2. Accessing Email Templates in the Designer panel.

Dashboard controls

Control	What it does
Search Bar	Find templates by name or keyword
Category Filter	Filter by category (Authentication, Events, Engagement, etc.)
Type Filter	Filter by template type (System or Custom)
Sort	Order by recently updated, name, or other criteria
Status Tabs	Toggle between All, Active, Draft, and Inactive
+ New Template	Create a new branded version or custom template

Template statuses

Status	Meaning	What happens to emails
Active	Version is live	Members receive this custom version instead of the system default
Draft	Version is being worked on	Not sent to anyone - version is saved and must be save and publish to set to active to replace current active version
Inactive	No custom version enabled	System template sends via legacy flow as usual

How statuses work in practice

Scenario	What happens
New community setup	All templates are Inactive. System templates handle all emails. You customize a template, test it, and save and publish to make it Active.
Updating a live branded template	Create V2 as Draft while V1 continues sending. Test V2, then save and publish it as the new Active.
Reverting to system template	Set the Default template to active.

Versioning

Concept	Description
Default Version	Marked with a blue “Default” badge. Sent to members as the default system template via legacy flow.
Draft Version	Marked with an orange “Draft” badge. Not sent to anyone.
Create Version	Click “+ Create Version” in the editor sidebar to copy the current version as a new draft.
Delete Version	Click the trash icon next to any non-default version to remove it.

Note: Always create a new version before making significant changes to your current version. This preserves your working template as a fallback.

Email Templates - User Guide Overview

LucyL — Tue, 26 May 2026 07:21:38 GMT

Figure 1. Email Templates dashboard in the Designer panel.

Overview

Every community action - a registration, a mention, a solved question - generates an email. These emails are the thread that keeps pulling members back. Email templates give you control over what those emails look like and say, so every touchpoint reflects your brand and drives the behavior you want.

Your platform comes with 35 system templates across 10 categories. These system templates are already active - they send automatically through the legacy flow and cannot be turned off. The Email Template Designer lets you create branded versions of these templates and create entirely new templates from scratch.

Capability	Description
35 System Templates	Pre-configured templates across Authentication, Events, Engagement, Moderation, Membership, Subscription, Post, Integration, Admin, and Rules
Visual Editor	Point-and-click builder with Text, Photos, Button, Divider, Spacer, and Footer blocks
Template Variables	Dynamic placeholders (e.g., {userLogin}, {communityTitle}) auto-populated at send time
Canvas Backgrounds	Solid color or gradient backgrounds with preset swatches and hex code input
Desktop & Mobile Preview	Toggle between desktop and mobile views before publishing
Versioning	Create multiple versions, test drafts, and promote when ready
Send Test	Send a test email to your admin inbox before publishing
Orchestrator Integration	Trigger custom templates via Rules with event-based triggers and conditions

Note: All 35 system templates are already sending emails via the legacy flow. The Email Template Designer is for creating branded versions - nothing is broken if you have not activated any templates yet.

Khoros Care, Marketing, Flow Release notes - May 15th 2026

MiladC — Thu, 28 May 2026 06:02:35 GMT

Here is a list of the released features and bugfixes from this release period:

Marketing (Spredfast)

Faster Post Lists for High-Volume Accounts: Fixed a performance issue that caused post lists to time out for accounts with tens of thousands of posts. They now load in seconds
Reliable Auto-Labeling: Fixed an issue where auto-labeling failed when label libraries were large, and improved diagnostics for duplicate native LinkedIn posts
Threads Token Debugger Restored: Fixed an issue where the Threads token debugger returned 500 errors instead of results

Flow

RBM Message Delivery Retry: Rich Business Messaging deliveries now automatically retry on transient failures, so brief carrier hiccups no longer lose customer messages or strand conversations in bot mode
Reliable Dropdown Menus on Sources Page: Fixed an issue where the Import CSV, Import Sheet, and Add Segment dropdowns intermittently failed on first click
Web Channel & Gateway Reliability: Addressed stability issues in the web client channel and gateway services for more reliable real-time messaging

Care

Faster Tag Sync from Community to Care: Fixed an issue where community board renames and thread title edits required manual intervention to reach Care conversations. They now sync automatically, so agents see the latest titles and tags as they appear in Community
TikTok / LinkedIn: Restored Visibility for Hidden Social Replies: Fixed an issue where TikTok and LinkedIn brand replies didn't reflect their hidden/visible state in Care, and where image-only Facebook Messenger messages were dropped during ingestion
Facebook / LinkedIn: Brand Mention Ingestion for Personal Account Posts: Fixed an issue preventing Facebook brand mentions from personal accounts from reaching Care, and resolved a defect that made top-level LinkedIn brand mention posts unclickable in Posts columns
Real-Time Reply Delivery for Agents: Fixed an issue that occasionally forced agents to refresh the page to see their replies. Replies now appear in conversations immediately
Push Next Routing Reliability: Fixed an issue where conversations could get stuck unrouted after a transient indexing failure. Push Next now picks them up automatically once indexing recovers
Reliable Bot-to-Agent Handoff: Fixed an issue where new conversations started seconds after an agent closed the prior case inherited stale ownership data. The bot now resumes cleanly and hands off to an agent as expected
Accurate Bot-Handoff Queue Priority: Fixed an issue where queue position after a bot handoff didn't reflect the customer's actual wait time. It is now based on the earliest unanswered customer post, restoring expected SLA position
Apple Messages for Business: URL Reliability: Fixed an issue where URLs were silently dropped when rich link previews failed. The URL is now sent as plain text fallback, so customers always receive what the agent intended, including in mixed text-and-URL messages
Yelp Integration Recovery: Fixed a defect that prevented Yelp account reconnection attempts from completing
Public Analytics Dashboards: Accurate Error State: Fixed an issue where public dashboards prompted for a password when the underlying service was briefly unavailable. Visitors now see a clear "not available" message
Larger Analytics Report Exports: Fixed an issue where larger report exports timed out before completing. They now complete reliably
Historical Team Membership Reporting: Fixed an issue where analytics response counts excluded agents who had since changed teams. Counts now correctly include agents who were members during the reporting window
Report Download Safety: Fixed an issue where downloading a report while it was still generating caused the request to fail. It now returns a clean "in progress" response
Analytics Role Refresh: Fixed an issue where role changes in the Care admin UI were held back by a cached session. Updates now take effect on the user's next analytics login
Community Author Names in Care: Fixed an issue where community authors with empty login fields appeared as blank in Care. Their displayName is now used instead
Cross-Case Tag Isolation: Fixed an issue where adding or removing a tag on one conversation incorrectly propagated the change to unrelated conversations
Community Analytics: Readable Filters: Fixed an issue where board filter labels in Community Analytics overlapped when many boards were selected. The row now scrolls horizontally for readability
LinkedIn / Instagram: No More Duplicate Cases: Eliminated a deduplication mismatch that caused LinkedIn and Instagram private messages to create duplicate cases or get mislabeled as External Response
LinkedIn: Multi-Brand Mentions: Fixed an issue where the order LinkedIn delivered posts in could prevent multi-brand mentions from creating a case for every brand with BrandMentions enabled
Survey Bot Reliability: Fixed an issue where NPS/CSAT survey bots failed when a customer conversation arrived without an identified language. They now fall back to a safe default
Bot Conversation-Close Retry: Fixed an issue where conversation-close signals from bots were lost during brief network blips. The system now retries automatically
Wider CRM Network Automation Coverage: Added CRM automation support for 12 additional social network configurations, including Brandwatch
Cleaner Moderation Queues: Fixed an issue where already-moderated posts briefly reappeared in agent queues during sync
Secure Forms Editor Restored: Fixed an issue with invisible labels in the Secure Forms admin editor that prevented administrators from editing forms
SAML SSO Login: Fixed a blank-page failure that occasionally blocked SAML SSO sign-in
Salesforce Embedded Care Session Preservation: Fixed an issue where agents using the embedded Care iframe inside Salesforce were unexpectedly signed out of Care in other browser tabs
Instagram: Multi-Brand Token Routing: Fixed an issue where reconnecting one Instagram brand could affect sibling brands. Agents can now reliably respond to Instagram private messages across a brand family
Threads: Account Reconnection: Fixed an issue where reconnecting an expired Threads account couldn't match the new token to the existing author
Khoros Care Mobile App: Google Play Compliance: Updated the Care Android app to current Google Play standards, ensuring continued availability and updates via the Play Store.
Proactive Chat Widget on iOS: Fixed keyboard overlap, the initial welcome message, numbered-list formatting, and unread-counter accuracy for a smoother mobile chat experience
Brand Messenger: No More Image Flicker: Fixed an issue where uploaded images in Brand Messenger flickered on every poll. Previews now load once and stay put
GDPR / CCPA Unified PII Deletion: Unified customer PII deletion across Care and the user-profile data store, with automated Facebook Data Deletion Callback support per Facebook Platform Terms
Brand Messenger Push Notification Reliability: Fixed an issue where push notifications to the mobile app were silently dropped after token-library upgrades. They now deliver reliably

Metrics Explorer - Common Workflows and FAQ

LucyL — Thu, 21 May 2026 08:12:09 GMT

Common workflows

Investigating a sudden drop in traffic

Set the date range to cover the period of interest.
Click the "Decreasing" tab to surface metrics that have moved down.
Open the Page Views (or related Traffic) card.
Identify the day(s) where the chart drops noticeably.
Click that data point to open the drill-down panel.
Pivot between Topics, Boards, and Places to find the specific items that lost views.

Tracking a content quality initiative

Click Compare and select related Content metrics: Solutions Accepted, Avg Time to First Solution, and Solutions Views.
Set the date range to span before and after the initiative launch.
Use the Trend Comparison chart to see whether the metrics moved together.
Use the Statistical Summary to compare averages, peaks, and changes across the metrics.

Building a monthly community health report

Set the date range to the previous calendar month.
Use the search box to locate your stakeholder's preferred KPIs.
For each KPI, open the detail dialog and capture the chart, summary tiles, and any notable drill-downs.
Use Compare for related KPIs to show them on a single chart for the report.

Identifying engagement drivers by user segment

Open a high-level engagement metric (e.g., Engagement Trend or Conversations Participated).
In the Breakdown By sidebar, select Rank or Role.
Review the chart to see which segments contribute most to the metric.
Apply Filters to isolate a single segment for deeper investigation.

FAQ

How many metrics does Metrics Explorer cover?
86 metrics across ten categories: Traffic, Members & Registration, Content, Engagement, Private Messaging, Group Hubs, Knowledge Base, Ideas, Events, and Survey. The total appears as "Metrics (86)" in the page header.

What does the comparison badge on each card mean?
The comparison badge shows the percentage change versus the immediately preceding period of the same length. If you've selected the last 30 days, the badge compares those 30 days against the 30 days before that. Red indicates a decrease, blue indicates an increase, and grey indicates no change.

What's the difference between VS PREV PERIOD and VS LAST YEAR?
VS PREV PERIOD compares the selected range to the immediately preceding range of equal length. VS LAST YEAR compares the same dates one year ago. The first is useful for short-term operational tracking; the second helps you account for seasonality.

What dimensions can I break a metric down by?
The available breakdown dimensions vary by metric, but commonly include Conversation Style, User Type, Role, Rank, Node Type, and Device Type. The Breakdown By sidebar in the detail dialog shows the options that apply to the metric you've opened.

What do I see when I click a chart data point?
Clicking a data point opens the Drill Down panel below the chart. It shows a sortable table of the underlying items (topics, boards, or places) that contributed to the value at that date. You can pivot between Topics, Boards, and Places using the radio buttons at the top of the panel.

Can I compare metrics from different categories?
Yes. The Compare picker shows metrics from every category, and you can mix and match (for example, comparing a Traffic metric with a Content metric) up to a limit of 10 metrics.

Why do I see "New" in the % Change column of the drill-down table?
"New" indicates that the item didn't exist or had no activity in the comparison period. It's a way of distinguishing genuine new contributors from items whose activity simply changed.

What's the difference between the page-level Filters button and the Filters panel inside a metric's detail dialog?
They serve different purposes. The page-level Filters button (top right of the main grid) scopes which metric cards are visible across the whole grid. The Filters panel inside a metric's detail dialog is specific to that metric — its toggles refine how that one metric is calculated, and the available toggles vary by metric.

Can I export the data?
Export options are part of the broader analytics roadmap. For 26.3, Metrics Explorer is primarily an in-app exploration tool. Use the screenshots, breakdowns, and Statistical Summary table to capture findings for reports.

Metrics Explorer - Comparing, Filters and Search

LucyL — Thu, 21 May 2026 08:09:34 GMT

The Compare button at the top of the main grid opens a metric picker that lets you select up to 10 metrics for side-by-side comparison. This is useful for spotting correlations (e.g., between traffic and engagement), or for tracking related metrics together on a single chart.

Selecting metrics to compare

The Compare Metrics picker shows all available metrics with a checkbox on each card. Select up to 10 metrics, then continue to the comparison view. A counter at the top shows how many you've selected (e.g., "2 / 10 metrics selected").

Figure 12. Compare Metrics picker with selectable cards and a 10-metric limit

The comparison view

Once you confirm your selection, the comparison view opens with a summary band at the top showing each selected metric's current value and percentage change, followed by an overlay Trend Comparison chart with one line per metric.

Figure 13. Trend Comparison overlay chart with two metrics plotted together

Hover any point on the comparison chart to see a tooltip with the date and the value of every selected metric on that day.

Figure 14. Hover tooltip showing per-metric values for a single date

Statistical Summary

Below the Trend Comparison chart, a Statistical Summary table provides per-metric statistics across the selected date range:

Current — the aggregate value.
Change — percentage change vs. the previous period.
Average — the average daily value.
Peak — the highest single-day value.
Low — the lowest single-day value.

Click any column header in the Statistical Summary to sort the table by that column.

Figure 15. Statistical Summary table with sortable columns

Filters and search

Three controls help you narrow down which metrics appear in the grid: the search box, the trend filter tabs, and the Filters button.

Searching by metric name

Use the search box in the top right of the main grid to filter the metric cards by name. Typing a few characters narrows the grid to just the metrics whose names match. This is the fastest way to jump to a specific metric when you already know what you're looking for.

Filters button (Trend direction)

The Filters button (top right) opens a panel with additional filter options that apply across the visible metrics. It leads to four tabs that let you filter cards by their trend direction: All, Increasing, Decreasing, and Unchanged. These filter based on the comparison badge — useful for quickly surfacing all the metrics that have moved in a particular direction.

Figure 16. Filter options (All / Increasing / Decreasing / Unchanged)

Metrics Explorer - Data Point Breakdown

LucyL — Thu, 21 May 2026 08:06:05 GMT

The most powerful capability of the detail dialog is the ability to drill into any single data point on the chart. Clicking a data point reveals a Drill Down panel below the chart, showing the underlying items that contributed to the value at that date.

Figure 11. Drill-down panel below the Page Views chart, showing the contributing topics for a selected data point

Drill-down dimensions

The drill-down panel offers 3 filters at the top right (e.g., Topics, Boards, Places). Switching between them re-groups the table by that entity type — so you can see which specific topics drove the value, then pivot to see which boards, then which places.

Drill-down columns

The drill-down table shows, for each contributing item: the item name (linked to the source content), the metric value (e.g., Views), the previous-period value (Prev Views), the percentage change, and contextual columns such as Board and Content Type. Click any column header to sort. The percentage change column highlights items marked "New" — entries that didn't exist in the previous period.

Note: Drill-down is the answer to "which specific things caused this?" — when a metric drops or spikes, click the data point on the day of the change and pivot through Topics, Boards, and Places to identify the drivers.

Metrics Explorer - Reading a Metrics Card

LucyL — Thu, 21 May 2026 08:04:05 GMT

Each metric card shows everything you need at a glance to understand the current state of a single metric and how it has moved over the selected date range.

Element	What it shows
Category label	The functional category the metric belongs to (e.g., Traffic, Content).
Metric name	The name of the metric (e.g., Page Views, Solutions Accepted).
Info icon	Hover over the icon next to the name to see a short tooltip describing what the metric measures.
Comparison badge	A coloured pill showing the percentage change versus the previous period of the same length. Red = decrease, blue = increase, grey = unchanged.
Current value	The total or aggregate value of the metric for the selected date range.
Sparkline	A small inline chart showing how the metric trended day-by-day across the date range.

Tip: Use the comparison badge as a quick triage signal. Scan the grid for cards with large red badges to spot drops worth investigating, or large blue badges to identify what's been accelerating.

5. The metric detail dialog

Clicking any metric card opens a detail dialog with a full-size chart, additional comparison context, breakdown dimensions, and a Filters panel. This is where most investigative work happens.

The exact contents of the dialog, particularly the Breakdown By dimensions and the Filters panel, vary by metric and category. For example, a Content metric will offer breakdowns and filters relevant to content, while Knowledge Bases will have breakdowns relevant to them only. The structure of the dialog is the same throughout, but the options inside it adapt to what makes sense for the metric you're viewing.

The walkthrough below uses the Page Views metric (from the Traffic category) as an example.

Figure 9. Page Views detail dialog showing summary tiles, breakdown dimensions, and chart

Header summary

The top of the dialog shows the metric name, a short description, and three summary tiles:

TOTAL — the aggregate value for the selected date range.
VS PREV PERIOD — percentage change compared to the immediately preceding period of the same length.
VS LAST YEAR — percentage change compared to the same date range one year ago.

On the right of the header, a granularity selector (e.g., "1 day") controls how data points are grouped on the chart.

Breakdown By

The left sidebar offers breakdown dimensions that slice the metric. For Page Views, the available dimensions are Conversation Style, User Type, Role, Rank, Node Type, and Device Type. Selecting a dimension regroups the chart and drill-down to show the metric split along that dimension.

Different metrics expose different breakdown dimensions. When you open a metric in another category, expect the sidebar to offer options relevant to that metric — they won't necessarily match what's shown here.

Filters

Below the breakdown options, the Filters panel offers scope toggles that refine what's included in the metric's calculation. For Page Views, the available toggles are:

Exclude Node Level Metric — removes node-level contributions from the calculation, leaving only community-wide data. This excludes navigation/landing page views, such as category, board, group home, community home, and profile pages. It includes only views where someone was actually reading content: discussions, articles, ideas, posts, KB articles, etc.
New Topics Only — restricts the metric to topics newly created within the selected date range, rather than including activity on pre-existing topics.
Completed Occasions Only — limits the metric to completed instances, excluding in-progress or upcoming ones. This restricts page views on community events that have already ended. Views on non-event content and on upcoming or in-progress events are excluded.

Figure 10. Filters panel for the Page Views metric

As with breakdowns, the filter toggles available depend on the metric. Different metrics surface different toggles tailored to what's meaningful for that data.

The chart

The main chart plots the metric over time. Hover over any point to see its exact value for that date. The chart redraws when you change the granularity, apply a breakdown, or apply a filter.