One year in, straight from us.
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…394ViewsSign in to react to this post0Comments
Khoros Care, Marketing, Flow Release notes - May 15th 2026
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 Integra…ViewsSign in to react to this postCommentsKhoros K1, Care, Marketing, Flow Release notes - December 1st 2025
Khoros Care Customer Experience Improvements TikTok Response Labeling Enhancement: Agent responses to TikTok conversations are now correctly identified in the conversation timeline, eliminating incorrect "External response" labels that caused confusion for agents Trustpilot Data Recovery: Backfilled missing Trustpilot reviews that failed to process during authentication issues, restoring complete customer review data Community User Avatar Handling: Fixed issue where Community users without profile pictures caused processing failures, ensuring all Community posts are properly delivered to Care Brand Messenger Chat Reliability: Resolved bot response delivery issues in Brand Messenger widget, ensuring consistent message arrival and improved error logging for customer interactions Social Media Authentication & Message Processing: Resolved authentication issues and improved message processing reliability for social media channels, ensuring consistent delivery of customer messages Message Processing Reliability: Improved retry mechanism for failed message processing, reducing message delivery failures Performance & Scalability European Region Performance: Increased capacity in EU region to handle higher load during business hours, improving response times and system stability Proactive System Monitoring: Deployed comprehensive monitoring across US, EU, and APAC regions to validate core platform functionality including agent conversation handling, queue management, agent assist widgets, and dashboard access Admin Console Change Log Navigation: Change Log has been released from Beta and is generally available. User Management Enhancements: Improved batch user processing and cache synchronization to prevent data loss during user management operations Security & Platform Updates Security Enhancements: Deployed security fixes across multiple Care components: Analytics Dashboard: Critical security vulnerability patches Case Management Interface AI/ML Processing System Brand Messenger Chat Backend Publishing Interface: Latest security patches Messaging Authentication Khoros Marketing Platform Improvements Instance Management: Fixed server error that was preventing Marketing instance deprovisioning, improving platform lifecycle management User Moderation: Resolved issue preventing users from being banned in Marketing Inbox, restoring full moderation capabilities Stream Collections: Fixed deletion functionality for stream collections Infrastructure & Performance Social Gateway Updates: Deployed infrastructure improvements for enhanced reliability and performance Advertising Metrics Processing: Improved reliability of advertising metrics data collection by introducing safeguards to prevent processing failures Notification System: Improved stability of the notification system Enhanced Security Protocols: Strengthened database security protocols as part of ong…ViewsSign in to react to this postCommentsKhoros K1, Care, Marketing, Flow Release notes - December 15th 2025
Here is a list of the released features and bugfixes over the last two weeks: Marketing (Spredfast) Enhanced Analytics Data Processing: Fixed critical data processing workflows to ensure analytics reports display accurate metrics and insights without delays Improved Platform Reliability: Addressed stability issues that affected content publishing and analytics workflows during peak usage periods Flow Configurable Search Precision: You can now customize how many documents are analyzed when using AI search reranking, allowing you to balance between search speed and result accuracy based on your needs Faster AI Training Completion: Training jobs now complete significantly faster by running at higher priority, reducing wait times when setting up new AI capabilities Multi-Language Agent Handover: Fixed chatbot prompts that were always in English - the "connect with an agent" suggestion now appears in the same language as the customer's conversation Improved System Responsiveness: Optimized background processes to reduce latency and improve overall platform performance during high-traffic periods Care Instagram: Accurate Ad Content Attribution: Fixed an issue where Instagram ads from other accounts were incorrectly appearing under your brand - ads now correctly filter to show only content owned by your configured Instagram account Instagram:Better Multi-Brand Response Handling: When managing multiple Instagram brand accounts mentioned in a single conversation, the system now correctly identifies and uses all relevant brand tokens for responses, preventing missed reply opportunities TikTok: Correct Response Attribution: TikTok replies are now properly labeled as your brand responses instead of being marked as "External Response" - improving conversation tracking and reporting accuracy LinkedIn: Reliable Comment Deletion: LinkedIn comment deletion now includes verification and automatic retry logic to ensure comments are successfully removed, with clear logging of success or failure status Facebook Messenger: Clean Secure Chat Invitations: Secure chat invitation links sent via Facebook Messenger now display cleanly without showing raw URLs or incorrect "Post edited" labels in the agent timeline Fixed Moderation Column Updates: Posts now automatically disappear from Community Moderation columns after being moderated, instead of remaining visible with a spinning indicator indefinitely Support for Authors Without Profile Pictures: Fixed a critical issue preventing Community posts from authors without profile pictures from appearing in Care - these posts now process correctly and reach your agents Prevent Duplicate Cases: Eliminated race condition that created multiple cases when customers sent rapid messages - now ensures only one case is created per customer conversation, even during high-traffic periods Clearer Integration Connection Errors: Integration connection failures now display helpful error messages …ViewsSign in to react to this postCommentsKhoros K1, Marketing, Care and Flow release cadence
As part of our ongoing commitment to reliability and transparency, we have adopted a continuous delivery model for Khoros K1, Care, Spredfast Marketing and Flow. This means improvements, fixes, and enhancements are deployed to production incrementally rather than through large, infrequent releases. This approach minimizes operational risk, accelerates value delivery, and ensures that your environment benefits from the most stable and secure version of our product at all times. We recognize that visibility into product evolution is essential for planning and governance. To provide this transparency, we are introducing a regular changelog where you can review all functional, performance, and stability updates that have been deployed. Each entry will briefly describe what has changed and when, serving as a single source of truth for product updates. Our initial plan is to publish changelog updates on a regular cadence (approximately bi-weekly) on the release notes space, ensuring timely and consolidated communication without excessive notifications. As the product continues to evolve, we may adjust this frequency to align with customer needs and product maturity—always maintaining consistency and clarity in how updates are communicated.ViewsSign in to react to this postCommentsKhoros Care v24.11.1
Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system soon. New Features Apple App Store integration Update: Due to a deprecation from Apple that was not announced ahead of time, the legacy iOS App Store integration was made unavailable earlier than expected. For that reason, we've updated the What if I'm using the legacy integration? section since initial publication of these release notes. The Apple App Store can now be integrated directly with Khoros Care, enabling agents to respond to ingested reviews on their iOS apps directly from Care instead of requiring an admin to respond natively from within the App Store Connect console. This new-and-improved integration enables more efficient feedback management and creates more timely interactions with customers. Previously, due to Apple API limitations, while Apple App Store reviews could be ingested, they could be responded to using only an external response workflow that required copying and pasting into Care to accurately record that responses had been made. Because the new integration we’ve introduced is an entirely new setup that allows responses within Care, there will be no migration from the legacy integration (see What if I’m using the legacy integration?). Agent experience Admin experience What if I’m using the legacy integration? Agent experience With this integration, agents can now respond to App Store reviews directly from Agent View. When an admin enables additional settings, agents can also edit or delete their responses as necessary. Additionally, just like with other integrations, App Store review conversations can be routed, tagged, and prioritized. Tagging also enables Khoros users to report on analytics for these conversations. For more information about the agent experience with the Apple App Store integration, refer to Respond to Apple App Store reviews. Admin experience The integration also enables a self-service authentication experience. Adding the integration is just like adding other integrations to Care in the admin user interface. To add the new Apple App Store integration: Sign in to Khoros Care as an Admin user and go to Settings > Integrations > Source Integrations. Select the Apple App Store icon. Enter the Issuer ID. Enter the Key ID. Enter the Private Key Value. Select Add. Your Issuer ID, Key ID, and Private Key Value referenced above can all be found in your Apple App Store Connect account. If the Key ID does not exist, you can generate that from there as well. Note: You can download the Private Key Value only once. Store this value somewhere secure and use it only for the integration with Khoros Care. Admins can adjust the following channel integration settings: Display Name: Enter the desired disp…ViewsSign in to react to this postCommentsKhoros Care v24.06.2 Release Notes
Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system soon. New Features CRM Connector Updates To ensure that admins can specify values to be automatically populated but also uneditable during manual case creation, autofill rules are now applied to conversations even when the Edit New or Edit Existing options are turned off at the object level. We've updated conversation text to include the author's name, providing better context and clarity within discussions. To enable more precise automation, automation rules with Conversation as the Source Type now evaluate each message received by the author. We’ve introduced the new Automatically add future posts to case setting. This enables you to configure whether the case created by automation receives future updates from the case in the CRM and is turned off by default. Refer to the CRM documentation for more information about the CRM Connector. Care Analytics: Raw Author Export We’ve added a new Community Email* column to the Raw Author Export that contains each author’s community email address when available. Learn more about the Raw Author Export.ViewsSign in to react to this postCommentsKhoros Care v25.06.2 Release Notes
Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system soon. New Features Survey and Welcome Response support for LinkedIn private messages Surveys and Welcome Responses are now supported for LinkedIn private messages, which we released in Khoros Care v24.09.1, granting you automation capabilities to enhance the experience of your users. Refer to Network Capabilities: LinkedIn and About LinkedIn Private Messages in Care for more information about the LinkedIn integration with Care. Welcome Responses enable brands to send an automated message to a user to acknowledge that their message was received, especially in cases where an agent cannot respond immediately. Refer to Welcome Responses to learn how to implement this feature. Automated surveys enable brands to send surveys to users to assess the quality of the interaction or services provided to the customer. Refer to NPS/CSAT Customer Feedback for information about implementing surveys. Note: LinkedIn supports only plain text surveys. LinkedIn public message character count increase Agents can now send up to 3,000 characters in public LinkedIn messages from Care. This has been increased from the previous limit of 1,250 characters. While an agent is entering a response, a countdown of the character limit is displayed to indicate to the agent how close they are to reaching the limit. For more information about LinkedIn content that be sent from and ingested into Care, refer to Network Capabilities: LinkedIn. Post Status Escalation tag In this release, the new Post Status system tag, found below System > Moderation > Inbound, is now available along with a new child system tag, Escalated. This tag is applied automatically to Khoros Community posts whose post status fits it. This tag can be used to route, prioritize, and report on conversations as desired. Refer to the Khoros Care Tag Glossary for more information about available tags. For more information about routing and prioritization, refer to Use tags and tag rules to route conversations and Use tags to create priority rules. Hashtag visibility improvement In the Common Conversation Panel, hashtags are now stylized for improved visibility after agents have published their responses. Previously, hashtags were stylized to stand out from the text while an agent was drafting their response, but after publication, they were displayed as plain text. Now, they appear highlighted in blue after publication, similar to how they appear in native applications. The hashtags are clickable for Instagram but not for other networks. You Found It. We Fixed It. Push Next configurations In Push Next configurations, conversations are now correctly pushed only to one agent instead of appearing to be pu…ViewsSign in to react to this postCommentsKhoros Care v25.05.2 Release Notes
Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system soon. New Features Manage View: bulk tagging in Moderation columns Moderation columns in Manage View now contain the option to Tag posts in bulk. This enhancement improves the moderator experience in Manage View as you can now bulk Reject posts, Approve posts, mark posts as Spam, and Tag posts in your moderation columns you’ve already set up with your desired filters. This option was previously available on Post columns and functions the same way as it does on those columns. Learn more about the Moderation column and actions in Manage View, how to perform bulk actions in Manage View, and how to perform bulk tagging in Manage View. ES query optimizations Datastore queries have been made more efficient, resulting in quicker data retrieval in several areas, including Manage View, and improved system stability. You Found It. We Fixed It. LinkedIn private messages You can now send email addresses and other text containing the @ symbol in private messages. Note that @mentions are not allowed in private messages as limited by the LinkedIn API, but text with the @ symbol is now supported. In addition to allowing the @ symbol, following special characters are now supported in LinkedIn private messages: | (vertical bar) { } (curly brackets/braces) [ ] (square brackets) ( ) (parentheses) < > (angle brackets) # (pound sign) * (asterisk) _ (underscore) ~ (tilde) Manage View Manage View columns now show images and profile avatars as expected.ViewsSign in to react to this postCommentsKhoros Care v25.05.1 Release Notes
Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system soon. New Features Moderation Status system tags Note: We are working on some issues with this feature that will be fixed soon. In this release, the new Moderation Status system tag, found below System > Moderation > Inbound, is now available along with three children system tags: Approved, Rejected, and Unmoderated. These tags are applied automatically to Khoros Community conversations whose moderation status fits the appropriate system tag. These tags can be used to route, prioritize, and report on conversations as desired. Note: If you have implemented similar tags using Khoros Care metadata, the new system tags should be used in place of your existing tags by editing routing and other similar rules. The new system tags provide more robust performance. Refer to the Khoros Care Tag Glossary for more information about available tags. For more information about routing and prioritization, refer to Use tags and tag rules to route conversations and Use tags to create priority rules. Manage View column search enhancement To provide better feedback when you conduct advanced search queries, we’ve added a new feedback indicator in the Manage View Search field. The indicator flashes red with an “Invalid query” message after 2 seconds when you stop typing if the query is not valid. When you begin typing again or correct the query, the “invalid” message disappears. The query is then submitted with results displaying immediately. This enhancement also applies to the Keywords, Hashtags field presented when you are setting up a new Manage View column. Learn about working with Manage View columns and filters available in Manage View columns. Deprecation of Instagram comment ingestions on mentions The ingestion of comments on Instagram mentions is now deprecated. Meta no longer provides the necessary information about the comment Author in order for Khoros to appropriately categorize or identify these objects. As a result, we can no longer ingest comments on Instagram mentions. Khoros continues to support the ingestion of @mentions of your brand for Instagram. Only comments on those mentions are affected by this update. Refer to Network Capabilities: Instagram for more information about content supported for ingestion on Instagram. You Found It. We Fixed It. Analytics When agents are in an unavailable state with a red indicator, they no longer accrue handle time. CRM Connector Automation rules now work properly with Trustpilot integrations, creating and updating CRM cases as expected. Facebook/Instagram integrations When agents respond to conversations, accounts for responding are now displayed as expected in the account drop-down menu. Tags …ViewsSign in to react to this postComments
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