New knowledge base articles in Atlas

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.

Polls - Driving Adoption

LucyL — Thu, 21 May 2026 07:07:41 GMT

B2B communities can use polls to gather product feedback, benchmark practices, and strengthen co-creation. The following are poll ideas community managers can seed to get started.

Use case	Example poll	Value
Roadmap prioritization	"Which feature next? ▢ API v3 ▢ Mobile SDK ▢ Bulk Export ▢ SSO"	Members feel heard
Beta interest	"Join the private beta? ▢ Yes ▢ Maybe ▢ Not now"	Pre-qualifies cohorts
Content calendar	"Next webinar? ▢ Integrations ▢ Security ▢ Reporting ▢ Automation"	Audience-driven calendar
Community health	"How well does this community help? ▢ Very ▢ Somewhat ▢ Needs work"	Lightweight NPS
Doc gaps	"Hardest docs to find? ▢ API ref ▢ Getting started ▢ Troubleshooting"	Feeds KB roadmap
Event format	"Best format? ▢ Webinar ▢ AMA ▢ Office hours ▢ Workshop"	Improves attendance
Expert recognition	"Who helped most? ▢ A ▢ B ▢ C"	Peer MVP programs
Peer benchmarking	"Integrations used? ▢ 1–3 ▢ 4–10 ▢ 10+ ▢ None"	Members compare with peers
Best practice voting	"Auth method? ▢ SSO ▢ OAuth2 ▢ API Key ▢ Password"	Surfaces community knowledge

10. Driving adoption: B2C communities

Consumer communities benefit from polls that tap into identity, passion, and preference - especially image polls. The following are poll ideas community managers can seed.

Use case	Example poll	Value
Product preference (image)	"Which design?" with images	Highest engagement format
UGC voting	"Best fan art!" with images	Browsers → active voters
Release hype	"Which colorway first?" with images	Pre-launch buzz
Event decisions	"Challenge theme? ▢ Summer ▢ Retro ▢ Sci-Fi ▢ Nature"	Higher participation
Weekly rituals	"Hot Take: [A] vs [B]?"	Habitual visits
Seasonal marketing	"Halloween avatar: ▢ Vampire ▢ Witch ▢ Zombie ▢ Ghost"	Urgency via short duration
Debate resolution	"Settle it - X or Y?"	Drives replies and debate
Discovery	"Best first [game] for newcomer? ▢ A ▢ B ▢ C ▢ D"	Peer-curated onboarding
Milestones	"How long a member? ▢ <1yr ▢ 1–3 ▢ 3–5 ▢ 5+"	Community identity

11. Best practices

Seed your community first

Members follow behavior, not announcements. Create the first few polls yourself, pin them to high-traffic boards, and post an announcement explaining that polls are available. When members see polls in action, they start creating their own.

Maximizing engagement

Results visibility: After Vote - members must vote to see results. Dramatically increases participation.
Social proof (“N votes” label) - when members see “47 people voted,” they feel urgency to participate.
Image polls - 3–5x engagement vs text-only. Use for anything visual.
Poll-close notifications - the email brings members back. Write a thoughtful close message.
Multi-vote - “Top 3 features” style polls increase investment and time-on-page.
Anonymous voting - enable for sensitive topics to remove social pressure.
Short durations (1–3 days) - create urgency. Never default to 1 month.
Randomize option order - reduces first-option bias.

Common mistakes to avoid

Too many options (7–8) → cognitive overload. Keep to 3–5.
Vague questions → be specific: “Which deployment model?” not “What do you think?”
No follow-up after close → always post a results recap with next steps.
30-day default duration → use 3–7 days.
Hiding results from everyone → use “After vote” or “Everyone.”
Not using images for visual topics → missed 3–5x engagement.
Launching on all boards at once → start with 2–3, expand gradually.
Not announcing the feature → create a post explaining polls to members.

Polls - Results & analytics

LucyL — Thu, 21 May 2026 07:03:02 GMT

Per-poll results

Each poll shows percentage bars, vote counts, and (if configured) voter identities. Creators and admins can export a CSV with three columns: option text, voter username (or “[Anonymous]”), and vote timestamp.

Community-wide analytics

Figure 14. “Export Poll Statistics” Button within the Poll Settings.

From the Poll Settings dashboard, click “Export Poll Statistics” for an aggregate CSV: total polls, total votes, participation rate (percentage of monthly active board members who voted in at least one poll), and board-by-board breakdowns.

Notifications & email templates

When a poll closes (by expiry or manually), the system emails the creator and all voters. The auto-close job runs every 15 minutes.

Poll notification templates are customizable via the Email Template Designer, which provides:

Blocks - drag-and-drop elements: Text, Photos, Button, Divider, Spacer, Footer.

Variables - dynamic placeholders auto-populated at send time:

Variable	Description
{userLogin}	Login name of the recipient
{communityTitle}	Community name
{receiver}	Display name of the receiver
{recipient}	Display name of the recipient
{recipientAddress}	Recipient email address
{frontPageUrl}	Community front page link
{policyUrl}	Privacy policy link
{notificationsSettingsUrl}	Notification settings link
{unsubscribeUrl}	One-click unsubscribe link
{unsubscribeExternalUrl}	External unsubscribe link

The designer supports versioning - create multiple template versions, preview, and set one as default.

Khoros Community Classic/Aurora Certificates

LucyL — Wed, 25 Feb 2026 06:24:09 GMT

Overview

Khoros manages SSL/TLS certificates for all hosted community sites. We have recently moved to a fully automated renewal process. This document explains how it works.

Automated Renewals

Khoros automatically renews SSL certificates before they expire. No action is required from your team for routine renewals, and you will not be contacted as part of the standard process.

Certificate management in Khoros Communities was previously a manual process, carrying an inherent risk of delays and late renewals. As part of our ongoing commitment to improving the reliability and quality of the service, we have rebuilt this process from the ground up using modern, automated approaches. Certificates are now renewed consistently and on schedule, eliminating the operational risk that came with manual handling.

This also positions us well for the future. The industry is moving to significantly shorter certificate validity periods — the CA/Browser Forum has a published schedule reducing certificate validity from 13 months today down to 47 days by 2029. Automation is the only viable way to manage certificates at that cadence, and we are already there.

For more background on why the industry is moving this direction, see: Automated Certificate Management Is No Longer a Nice-to-Have — It's Essential

How We Validate Your Domain

Khoros issues certificates using HTTP domain validation. To prove we legitimately manage the subdomain hosting your community (e.g. community.example.com), we serve specific content from a URL on your community site. This is verified by the Certificate Authority, and the certificate is issued.

This means:

No DNS changes are required from your team
No CSR handover or manual certificate issuance is needed
Validation is scoped to the specific subdomain we host — we cannot access to your root domain

Certificate Authority

We currently support a range of ACME-compatible Certificate Authorities, including:

Amazon Trust Services
DigiCert
Google Trust Services
Let's Encrypt

With Amazon Trust Services being used by default.

If your domain has CAA records restricting which Certificate Authorities may issue certificates, Khoros respects these and will issue via a permitted CA.

If your security policy requires a specific Certificate Authority, please contact your account manager. We can support any Certificate Authority that implements ACME (Automatic Certificate Management Environment) — the industry-standard protocol for automated certificate issuance.

Extended Validation (EV) Certificates

If your site uses an EV certificate, this is handled outside our standard process. Please contact our support team if you have an upcoming EV certificate renewal.

SAML Certificates

SAML certificates are used to secure Single Sign-On (SSO) authentication between your identity provider and your Khoros community. These are separate from the SSL/TLS certificates described above and are not yet covered by our automated renewal process.

SAML certificate renewals are currently handled manually. We are planning to improve this in the future. If you have a SAML certificate approaching expiry, please contact our support team.

Support Case ID Migration and URL Redirect

AbhishekGu — Tue, 15 Jul 2025 15:52:58 GMT

What's Changing

In our enhanced support portal (for more details, refer to this article), all support cases have been assigned new case IDs. However, we've made it easy to find your existing cases:

Your original case ID is preserved in both the case title and dedicated search field
Automatic URL redirect ensures your bookmarked links continue to work

How URL redirect Works

When you click on an old support portal link, our system automatically:

Identifies your original case ID
Finds the corresponding new case ID
Redirects you to the correct case in the enhanced portal

Troubleshooting redirect issue

If you are trying to open a case and have been redirected to this page, it means we couldn't locate it. Please check:

URL accuracy: Ensure the case ID in your link is correct
Case Age: Case before 2023 may not have been migrated
Direct search option: Visit Case Portal | Atlas and search using your original case ID

Need Help?

If you are still unable to access your case, please contact support@khoros.com, and our team will assist you prompty.

Using the Khoros Bulk Data API

JavidH — Mon, 16 Jun 2025 12:42:39 GMT

The Community Khoros Bulk Data API provides a daily extract of event logs for a specified community, available in either JSON format or as a flat CSV file. (Refer to the attached example export at the end of this article for details.) Khoros event logs capture client-side request information along with all related details tied to the requests.

In the Community Analytics, events are aggregated into metrics such as Page Views, Posts, or Likes counts. Importantly, the Bulk Data API excludes traffic from bots and crawlers, ensuring that event data closely resembles what is reported in Community Analytics.

You can utilise this API to store community event logs for specific days in your own database. This enables you to use your preferred reporting tools to create custom metrics, key performance indicators (KPIs), and reports, which you can schedule and run automatically on a regular basis.

For more information about using the API and details regarding the captured events, please refer to the Developer Documentation Portal.

Aurora Community: Exploring Community Experience Survey

RishiA — Mon, 16 Jun 2025 12:48:19 GMT

Are you looking to elevate your brand's community engagement and gain deeper insights into your audience's needs? The Community Experience Survey within Aurora is your key to collect actionable feedback directly from your community member, empowering you to optimise user satisfaction and drive strategic growth. Whether you're new to Aurora or seeking to maximize the survey tool's potential, our 45 minute one-on-one product coaching session will equip you with the skills to harness these features effectively.

Topics covered in the coaching session

Navigating the survey tool
Optimise survey design
Configuring survey features
Best practice for real impact

Notes - Admin level access to Aurora is recommended to conduct the call.

👉Click here to Sign Up

Resources:-
1. Community Experience Surveys Are Now Available in Aurora
2. Creating a survey
3. View survey results
4. Best Practice

Best Practices: Community Experience Surveys in Aurora

LauraV — Fri, 16 May 2025 13:05:27 GMT

Community Experience Surveys provide community managers with a way to identify issues and optimize the community.

Does this replace my existing survey tool?

No. The Community Experience Survey complements any existing survey tool you may have. However, the Community Experience Survey provides more granular member details, such as node- and rank-specific data, that other tools can’t provide out of the box.

Where should I deploy the survey?

Where you deploy the survey depends on what questions you want to answer. For example, if there are certain boards you want to focus on, then deploy the survey there. However, you can also deploy surveys in the entire community first to get a sense of the baseline response and response in each place since you can always filter at the board level in the CSV Export for survey responses.

When should the survey fire?

We recommend not firing the survey immediately when a visitor lands on the page as it is disruptive to the user experience. (Remember, your visitors are there for a specific reason, and you don’t want to get in the way of that goal.) However, at the same time, you don’t want to wait too long to fire the survey as the browser session may expire. We recommend something in between. One approach is to see what your average Member Time on site is from Community Analytics and reduce that value by 20% to get close to the time when a user is nearly complete with their task/session.

How long should I run the survey for? How do I know I’ve collected enough data?

We recommend running the survey continuously so that you have a larger set of data to analyze. Visitors will receive the survey once within a 90-day period (by default, but this setting is configurable).

However, if you plan to turn the survey off at some point, we recommend keeping the survey running for as long as it takes for the mean/average of the results to stabilize and not change much with additional samples.

What’s a good response rate?

For web-based surveys, 5-15% is a good response rate. For mobile-based surveys, 10-20% is a good response rate. Since the majority of community traffic is still web based, you should hope to see about a 10% response rate.

Aurora: Merge content types

AshaC — Tue, 13 May 2025 04:12:42 GMT

In active communities, it's common for standalone discussions to overlap with existing knowledge base content. Sometimes, a question or conversation in the forum is better positioned as a follow-up to an article that already addresses the topic.

To streamline content and avoid duplication, you can merge a discussion into a knowledge base article as a reply. This keeps related information together, helps future readers find complete context in one place, and makes the knowledge base more dynamic and community-informed.

This article covers how to merge content and metadata lost after the merge.

Note: You can merge only discussions and ideas as a reply or comment to posts of any other content type post. Blog posts, knowledge base articles, and events cannot be merged as comments or replies to posts of another content type.

Merge content

Let’s see an example of how a discussion is merged as a comment on a knowledge base article.

The following screenshot shows a discussion in a forum called “UX writers Forum” with 2 replies.

The following screenshot shows an article in a knowledge base called “UX writer KB” with 2 comments.

To merge the discussion to the knowledge base article:

On the discussion page, open the Options menu.
Select Move.
A window opens where you can select to move or merge.
Select Merge as a reply to an existing post of any content type.
Select Continue.
A window opens where you can choose the destination of this discussion.
You receive a prompt informing you of the metadata lost after you merge this content.
(Optional) If you want to notify the author of the discussion about moving it, select Author of this post checkbox.
(Optional) If you want to notify the members who replied to this discussion about moving it, select Members who replied to this post checkbox.
(Optional) If you want to notify the author of the destination post, select Author of the destination post checkbox.
(Optional) If you want to notify all members who participated (replied or gave Likes) to the destination post, select All participants in the destination post checkbox.
Select Move.

The discussion has been added as comments under the article. There are now 5 comments in total—2 were already part of the article, and 3 come from the moved discussion, including 2 of its replies.

Metadata loss after merge

Below are the details of what metadata is lost when a content type is merged to a board of a different content type.

Source	Destination post	Metadata lost
Discussions	Any content type	Tags and SEO related details
Ideas	Any content type	Tags, idea status, status comments, and SEO related details

Aurora: Move post to different content types

AshaC — Tue, 13 May 2025 04:12:14 GMT

Duplicate content and evolving conversations are common in the community. Sometimes, a discussion is better suited to a different content type. For example, a topic originally planned as an event might work better as a forum discussion if participants are spread across time zones. Likewise, an active discussion could evolve into an event for real-time engagement. To maintain continuity and preserve valuable conversations, you can move content between formats without losing context.

This article covers how to move content and metadata lost after the move.

Move content

The following is an example of moving a discussion to an idea. The discussion is in a forum board called “UX writers Forum” and has 2 replies and 1 Like.

On the discussion page, open the Options menu.
Select Move.
A window opens where you can select to move or merge the content.
Select Move to a different board of any content type.
Select Continue.
A window opens where you can choose the destination of this discussion.
In the Destination field, select a place in the community. In our example, we choose an idea board called “UX writer Ideas.”
(Optional) If you want to notify the author of the discussion about moving it, select Author of this post checkbox.
(Optional) If you want to notify the members who replied to this discussion about moving it, select Members who replied to this post checkbox.
Select Move.

You receive a success message. The discussion is now an idea on the selected idea board. Existing likes display as votes, and the two replies appear as comments on the idea.

Similarly, you can move any content type to a board of any other content type.

While moving, some of the metadata belonging to the original post is lost. This information is shown to you as a prompt before the content is moved.

For example, as shown in the following screenshot, when you move an idea to a forum (or a board of another content type) the idea-specific details like status and status comments are lost.

Meta data loss after move

Below are the details of the metadata that is lost when a content type is moved to a board of a different content type.

Source	Destination board	Metadata lost
Blog posts	Knowledge base board	Cover image
Blog posts	Any content type board other than knowledge base board	cover image, co-authors, introduction, blog post summary, and history
Discussions	Any content type board	N/A
Events	Any content type board	Type of event, start and end date, video URL, location, and featured guests
Ideas	Any content type board other than Ideas board	Status and status comments
KB article	Blogs board	Contributors
KB article	Any content type board other than Blogs board	Contributors, introduction, article summary, and history

Managing external link previews and warnings

AshaC — Tue, 13 May 2025 03:58:34 GMT

To improve content visibility and user build trust, you can configure how external links behave in your community using two dedicated settings:

External link previews: Toggle on to generate rich previews for external URLs, allowing members to see linked content directly within the community.
External link warning: Toggle on to show a confirmation message when members select a link that leads them outside the community.

To enable Rich text preview:

Open the Account menu.
Go to Settings > Content Features > Links.
Toggle on External link previews.
Toggle on External link warning.

Learn how to add Rich text previews.

Aurora: View community experience survey results

LauraV — Mon, 12 May 2025 20:36:29 GMT

Admins can enable community experience surveys, which prompt members to provide feedback about their experience in the community (see Create community experience surveys). Survey responses and scores can be collected via an export. These results are in CSV format.

To export community experience survey results:

Open the Account menu.
Select Settings.
Select Content Features.
In the left column, select Community Experience Survey.
In the Questions and Answers section, beside Survey results, select Export.

The CSV file contains the following information for each visitor who responded to the survey:

The date on which the survey was taken
The place in the community where the survey was triggered
The username of the member who took the survey
The member’s rank
The member’s role(s)
The answers given to each question

Aurora: Create community experience surveys

LauraV — Mon, 12 May 2025 20:35:53 GMT

Admins can enable community experience surveys surveys, which prompt members to provide feedback about their experience in the community. Survey responses and scores can be collected via an export (see View community experience survey results).

Create a survey

Creating a survey requires several configuration steps, including designing the branding, designing its behavior, selecting its questions, and finally, turning it on for visitors.

To access survey configuration options:

Open the Account menu.
Select Settings.
Select Content Features.
In the left column, select Community Experience Survey.
Set up your survey:

Design survey branding

In the Branding area, select Edit.
In the window, update the following as needed:

Community name: The community name used in survey questions
Brand name: The brand name used in survey questions
Survey logo: Use a PNG or SVG logo; horizontal preferred.
Text color
Header background color: Used in the background of the survey header

Select Submit.

Design survey behaviors

In the Survey Behaviors section, select Edit.
Select whether you want to Present To:

Signed-in members
Anonymous users
Both members and anonymous users

(Optional) Select the role(s) you want to survey.
(Optional) Select the role(s) you don’t want to survey.
(Optional) Select the place(s) where you want the survey to be triggered.
In the Frequency area, enter the number of Maximum responses to collect per month. This field sets the maximum number of surveys to collect for a given calendar month. After collecting this number of responses, no users will be prompted to take the survey until the first day of the following month.
Enter a number of visits in the Present survey after this many visits field. This field sets the number of visits (0-500) to wait before prompting a viewer to take the survey. For example, if set to 3, the viewer isn’t prompted to take the survey until their fourth visit. Default = 0, which is the first visit.
Enter a number of minutes in the Present the survey after this many minutes field. This field sets the number of minutes (1-60) to wait before prompting a viewer to take the survey after the defined number of visits have occurred. Default = 2.
In the Conditions area, enter a number of days in the If declined/abandoned, repeat after this many days field. This field sets the number of days (1-365) to wait before prompting a viewer to take the survey after they’ve declined to take the survey. Default = 30.
Enter a number of days in the If completed, repeat after this many days field. This field sets the number of days (1-365) to wait before prompting a viewer to take the survey again after they have already completed it. Default = 90.
Select Save.

Select your questions

In the Questions and Answers section, select Edit.
Use the toggles to turn on or off the questions you want to include or exclude on your survey, respectively. Some questions have follow-up questions based on the selected responses.
Note: Because this survey is intended to gather important metrics and feedback, including CSAT (Customer Satisfaction Score), updating question titles and the order of questions is not permitted.
Use the checkboxes by responses under your selected questions to designate which responses will be available for those taking the survey.
Select Save.

Turn on the survey for visitors

After you have designed your survey the way you want it, you can enable it for your visitors by turning on the Community Experience Survey toggle at the top of the Community Experience Survey section.

About Inbox privacy

LauraV — Mon, 12 May 2025 20:33:16 GMT

While you and your administrators cannot turn off your ability to use the Inbox, there are some actions you can take to personalize and privatize the experience. One such way is muting. In future releases, more options will be available.

Mute conversations

You can mute conversations in your inbox to avoid receiving notifications for them. This can be useful if there is an extensive conversation occurring and you do not need to view every update but may still need to reference the conversation.

To mute a conversation:

Go to the Inbox.
Select the conversation you want to mute.
Open the Options (three dots) menu and select Mute (for one-on-one conversations) or Mute Group (for group conversations).

Note: You can unmute a conversation at any time by opening the Options menu again on the conversation and selecting Unmute or Unmute Group.

In muted conversations, you still receive new messages—you just do not receive in-app or email notifications when you receive the messages. Muted conversations appear under the Inbox tab and Muted tab with a slashed-out bell icon below the timestamp of the message.

Aurora Salesforce Connector packages changelog

AshaC — Mon, 05 May 2025 09:37:39 GMT

Connector version 4.4

With many customers upgrading to Salesforce Hyperforce, where Salesforce IPs change dynamically, there is a risk of frequent integration failures.

We have mitigated this risk in v4.4 of the Salesforce connector. Now, the authorization request originates from Salesforce to authorize the Salesforce Integration API App configured in the community. After the authorization is successful, the access and refresh tokens are verified and stored in Salesforce. This ensures a stable and seamless integration.

Learn more about configuring the settings on the Salesforce package.

Learn more about the changelog of Connector version 4.3 and lower.

Connector packages versions lower than v4.2 are not compatible with Communities: Aurora.

Aurora: Configure DKIM for community emails

LauraV — Thu, 01 May 2025 17:24:03 GMT

DKIM (Domain Keys Identified Mail) is an email authorization technique that leverages unique keys to digitally sign mail. This is done by adding an encrypted DKIM signature to the message header. It helps combat certain techniques often used in phishing and email spam, such as emails with forged sender addresses that appear to come from legitimate organizations.

Our customers commonly implement DKIM records together with SPF to meet DMARC policies. This can provide better protection for your domain against malicious emails sent on behalf of your domains. Learn more about SPF setup.

Note: Khoros cannot support a custom DKIM implementation in conjunction with SendGrid custom relays. Custom DKIM implementations also prevent the use of Communities Email Analytics.

To perform this implementation with Khoros:

Provide Khoros the mailer address to be used. Refer to Edit the Aurora community email sender name and address for best practices regarding the address choice.
Khoros will provide the DKIM selector and key, which your teams will then install on the target mailer subdomain.
Validate the DKIM configuration using tools such as mxtoolbox.

The domain to check is the part following the @ symbol in your mailer address. For example, if your address is notifications@mailer.customer.com, then the domain to check is mailer.customer.com.
Ensure all checks pass with the domain and selector.

Once the DKIM configuration on your DNS entry is validated, Khoros completes the final Community configuration.

Best Practices

Refer to Edit the Aurora community email sender name and address for best practices regarding the choice of mailer address.
You must use DKIM if you have restrictive DMARC records in place, even if you do not want to DKIM sign emails. The strictness is indicated below:
1. Strict - Reject
2. Strict - Quarantine (with a 25%+ apply percentage) policy
3. Relaxed - Quarantine (with a < 25% apply percentage) policy
4. Relaxed - None policy

DKIM deliverability is not as high as with SPF only due to the IP addresses of the Khoros DKIM mail relays being newer (~2020) and part of AWS’s IP space. These relay servers may never be considered trusted by some email vendors for this reason, thus being more susceptible to emails being blocked.
You must ensure there is no SP (Subdomain Policy) attribute present on the same subdomain. This can result in your top level DMARC policy being applied to your subdomain, and as a result, email not being delivered.

To do this:

Go to https://mxtoolbox.com/DMARC.aspx.
Add your domain in the field (for example, khoros.com or everything after the @).
Select DMARC Lookup and see if an SP message is displayed, which should look like this:

“Organization Domain of this sub-domain is: example.com Inbox Receivers will apply example.com DMARC record to mail sent from mail.example.com”

Aurora: Configure SPF records for community emails

LauraV — Thu, 01 May 2025 17:15:19 GMT

Khoros strongly recommends that all customers update their SPF records to include the region-appropriate Khoros domain. This provides a good balance of deliverability of mail from Communities, reduces setup time, increases security, and allows the use of email metrics.

Find the region-appropriate line below, replacing “customer.com” with your own subdomain to add to your SPF record on the subdomain used to send emails:
- For APAC Communities:
  customer.com 86400 IN TXT "v=spf1 include:ap.khoros-mail.com --all"
- For NA Communities: customer.com. 86400 IN TXT "v=spf1 include:us.khoros-mail.com -all"
- For EMEA Communities: customer.com. 86400 IN TXT "v=spf1 include:eu.khoros-mail.com -all"
  
  This step enables Communities to securely send emails on your behalf from that subdomain.
Verify that the SPF record is publicly accessible and correctly configured. You can use a SPF Check and Lookup tool to accomplish this task.
Configure the email address as described in Edit the Aurora community email sender name and address.
Validate your configuration by taking any action in your community that will trigger an email. Verify that the emails do not go into your spam/junk folder and have the intended sender address.

Note: This process applies only for email configurations involving relaxed or no DMARC policies. If you require a stricter DMARC policy or any alternative configuration, contact Khoros or refer to Community email options for additional details.

Aurora: Community email options

LauraV — Thu, 01 May 2025 17:24:31 GMT

Khoros Communities offers several email configuration options to ensure the deliverability and security of emails sent from your community. This article goes over the common email configurations that Khoros provides in a standard community launch.

Note: Additional email configuration options might be feasible but aren't included in your community launch. Consult with your Khoros representative for more information.

Modify sender name and address

You can modify the sender name and address of community emails in the admin settings. For example, emails are sent from “Community Mailer” and "mailer@us.khoros-mail.com" by default in US-based communities. You can change this to something better tailored to your brand, such as “Acme Community” and "notifications@mailer.acme.com." Refer to Edit the Aurora community email sender name and address for steps.

SendGrid

SendGrid is Khoros’ current default relay used by most of our customers. SendGrid features higher mail delivery rates and is capable of handling much more traffic. However, due to our infrastructure, SendGrid does not support strict DMARC policies (“none” is supported).

SendGrid is required for the Community Analytics (CA) metrics reporting feature. We do not support Community Analytics email reporting for any other relay type.

Sender Policy Framework (SPF)

Khoros strongly recommends that all customers update their SPF records to include the region-appropriate Khoros domain. This helps provide a good balance of deliverability of mail from Communities, reduce setup time, and increase security.

Sender Policy Framework (SPF) records enable domain owners to publish a list of IP addresses or subnets that are authorized to send emails on their behalf. The goal is to reduce the amount of spam and fraud by making it more difficult for malicious senders to disguise their identity.

SPF records can be set only on the A DNS record, not a CNAME DNS record such as (community.customer.com). We strongly recommend that the sender address is a subdomain of your primary domain and that the SPF record is set on that subdomain.

For example, if your primary domain is [customer.com], we recommend the sender address to be a subdomain such as [anything@mail.customer.com] and to set the SPF record there.

Refer to Configure SPF records for community emails for more information.

DKIM (DomainKeys Identified Mail)

DKIM (Domain Keys Identified Mail) is an email authorization technique that leverages unique keys to digitally sign mail. This is done by adding an encrypted DKIM signature to the message header. DKIM helps combat certain techniques often used in phishing and email spam, such as emails with forged sender addresses that appear to come from legitimate organizations.

This configuration requires coordination with Khoros in order to exchange key information and configure the Khoros mail relay properly.

Note: Strict DMARC policies are not supported and require a Custom Relay instead.

Refer to Configure DKIM for community emails for more information.

Custom Relay

In the rare case that none of the above options are acceptable, you can use your own mail servers for delivery. Essentially, all email outbound from Community are sent to your mail server first and then out to complete the delivery.

This solution involves additional engagement with the Khoros Professional Services team.

Pull different Aurora community content into an RSS feed using URLs

LauraV — Fri, 16 May 2025 10:23:00 GMT

You can pull different community content from different levels in the community in an RSS feed using URLs.

To pull the most recent RSS results for the entire community, use:

https://yourdomain.com/t5/s/[CommunityID]/rss/Community

For example, for Atlas, you'd use:

https://community.khoros.com/t5/s/lithosphere/rss/Community

To pull content over the RSS for a category, use:

https://yourdomain.com/t5/s/[CommunityID]/rss/Category?category.id=[CategoryID]

For example, if Atlas had a category with the ID of "Social," you'd use:

https://community.khoros.com/t5/s/lithosphere/rss/Category?category.id=Social

Note: Category IDs are case sensitive.

To pull content over the RSS for a KB, use:

https://yourdomain.com/t5/s/[CommunityID]/rss/Community?interaction.style=tkb

For example, for Atlas you'd use:

https://community.khoros.com/t5/s/lithosphere/rss/Community?interaction.style=tkb