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 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.
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 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 reliablyKhoros 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 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, 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 explaining what went wrong, instead of generic errors Validation for Account Switching: Prevents accidental integration misconfiguration by blocking attempts to reconnect an integration with a different account than originally configured, with clear error messaging Dark Mode Toggle Visibility: Dark mode toggle now only appears in applications that support it, removing confusion in apps like Khoros One where it wasn't functional Automatic Tag Accuracy: Fixed incorrect "Emojis Only" tagging being applied to conversations containing only @mentions - tags now accurately reflect actual emoji presence Enhanced Chat Widget Stability: Improved chat widget reliability and performance for end-user interactions Platform-Wide Security Critical Security Patches Addressed Remote Code Execution Vulnerabilities: Patched multiple critical CVEs (CVE-2019-14540, CVE-2019-14379, CVE-2019-16335, CVE-2019-16942, CVE-2017-7657, CVE-2020-9546, CVE-2020-9547, CVE-2020-9548) with CVSS scores of 9.8 related to deserialization exploits and HTTP smuggling attacks Updated Security Libraries: Upgraded jackson-databind, Jetty WebSocket, Netty codec-http, and commons-collections to latest secure versions across multiple platform components Enhanced Application Security: Applied comprehensive security patches across Care, Marketing, and Analytics components to protect against known vulnerabilitiesKhoros 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.
