Khoros K1, Care, Marketing, Flow Release notes
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 ongoing security compliance efforts Khoros Flow AI & Platform Upgrades Claude 4.5 AI Upgrade: Upgraded AI model from Claude Sonnet 3.5 to Claude Sonnet 4.5 in Flow, providing enhanced AI capabilities for improved customer interactions and automated responses Integration Improvements WhatsApp Integration Upgrade: Updated WhatsApp channel integration to latest API version, improving message delivery reliability and media handling capabilities Care System Integration: Enhanced integration with Khoros Care to provide better tracking and visibility of customer cases across systems, enabling more seamless workflows between Flow and Care Security & Stability Security Vulnerability Remediation: Addressed known security vulnerabilities across Flow platform including CVE-2019-10744 (lodash), CVE-2020-7610 (bson), CVE-2021-26707 (merge-deep), and others by upgrading to latest secure versions of system dependencies Message Processing Improvements: Increased message processing capacity to handle larger messages and attachments, improving reliability for customers sending rich media content System Connection Resilience: Improved system resilience to prevent service interruptions during network connectivity issues, ensuring consistent message processing Monitoring & Operations Proactive Feature Monitoring: Implemented comprehensive monitoring for dashboard performance and bot response times with automated alerting Data Pipeline Optimization: Optimized data processing pipeline, significantly improving performance and reducing processing delays Platform-Wide Updates Security Comprehensive Security Fixes: Applied critical security updates across all Khoros products, including user interfaces and backend services System Reliability Enhanced Error Handling: Improved system resilience with better error recovery mechanisms Deployment Process: Streamlined release processes for faster, more reliable updatesKhoros 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.Marketing Classic 25.04 Release notes
Instagram Metrics Update: Views Mapped to Impressions To align with Meta’s recent deprecation of certain Instagram metrics, we’ve updated how views are reported across Instagram post types. What’s Changing: Views now map to “Impressions” metric across all Instagram content types—Posts, Reels, and Stories—for consistency across social networks. For Instagram, "Views" and "Impressions" now refer to the same underlying metric - “Total number of times your app user's Instagram Media object has been seen.” All "View" values appear under the Impressions column in the dashboards. Format type Posts and Carousels in the side panel: The video views are no longer shown and the value is visible in the impressions metric. For Reels/Stories, the Impressions Label replaces the Video views label and you can find the metric here Consequently, the following metrics are removed from the platform as they have become redundant: Instagram Post Video Views Instagram Post Plays (Reels): As these are deprecated, if you have created Custom metrics with either Instagram Post Video Views or Instagram Post Plays (Reels), they will need to be revisited and replaced with the Impressions metric. Data Exports - The Views metric will continue to report Instagram plays metric till before 19th March. All dates after that will show 0 and the Impressions metric should be used to fetch data No Impact to Engagement Metrics: Engagement and Engagement Rate (ER) remain unchanged. Notes on Historical Data (Mar 19–Apr 10): Daily Impressions may not have been fully captured during this period. Data for Lifetime impressions metric was backfilled on April 11 —we recommend rechecking dashboards or re-exporting reports as needed.Marketing | Facebook Metric Deprecation - September 2024
Facebook has announced the deprecation of certain metrics within the Page Insights API, effective September 16th, 2024. The change will impact the availability of some metrics and features on the Khoros Marketing platform. Meta API Change Log How It May Affect You: At Khoros, we have proactively taken steps to minimize the impact of the deprecated Metrics on our platform and ensure the integrity of your data. The following metrics displayed in the Post Explorer and Post Gallery widgets will be impacted by this change: Deprecated Facebook Metric Khoros Metric post_engaged_users Post Engaged Users post_engaged_fan Post Engaged Fan post_negative_feedback_unique Post Negative Feedback Users post_negative_feedback_by_type Post Negative Feedback Note: The deprecated metrics will display as 'NA' (Not Available) post-September 16th in the affected widgets. Data Exports will record a value of "0" for these metrics, maintaining consistency with the rest of our platform's operations. Historical data for the deprecated metrics processed before 9/16 will not be affected and remain visible in the widgets and the Data exports. How We Can Help: We understand API updates by the social networks can cause unexpected disruptions, and the Khoros team is here to assist you in the following ways: Answering Questions: If you have any questions or concerns about how the API deprecation might affect your business, please don't hesitate to contact our support team. Technical Assistance: If you encounter any issues with your widgets or exports, our support team can help troubleshoot to keep you running smoothly. Keeping You Informed: We will stay in close communication with our partners at Facebook and provide updates on any changes or updates that they may offer in the future.Adding Labels and Plans to Posts in Bulk (A time Saving Tip!)
One of our primary goals is to grow our users’ knowledge so they can be more efficient and effective when they are using our platform. With that said, I have found that not everyone understands the process of bulk planning and labeling and why it is important to their reporting. It can also be a big time saver!Hashtag Strategy & Best Practices
If you’re reading this article, you’re probably heard of a hashtag by now, but perhaps you’re wondering how to develop a hashtag strategy for your brand. In order to understand the wider strategy of hashtags and how to successfully use them, let’s start with the basics.
