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…385ViewsSign 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 postCommentsMarketing 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.ViewsSign in to react to this postCommentsNow Available: Instagram Reels in the Calendar and Analytics
What is this? Due to a recent API update, Instagram Reels and related metrics are now visible in the Marketing calendar and analytics. Publishing capabilities will be available in the future, but currently auto-imported Reels are appearing in both places. This sounds great! Where can I find it? Reels began appearing in the Marketing platform whenever the Instagram business account was migrated to the updated API and are auto-imported as far back as the API allows. For most accounts this is likely after June 28, 2022 when the announcement was made. Reels appear as a format within analytics filters and widgets and include a slightly smaller set of available metrics. However, over the next few weeks all of the following metrics will be available within dashboards, exports and custom metrics. Side panel results will also be updated to show additional Reels specific metrics. Metric Name Description Engagement Calculated metric combining comments, likes, saves and shares Instagram Post Comments Number of comments on the reel. Instagram Post Likes Number of likes on the reel. Instagram Post Reach Number of unique accounts that have seen the reel at least once. Reach is different from impressions, which can include multiple views of a reel by the same account. Metric is estimated. Instagram Post Saves Number of saves of the reel. Instagram Post Shares (Reels) Number of shares of the reel. Instagram Post Plays (Reels) Number of times the reels start to play after an impression is already counted. This is defined as video sessions with 1 ms or more of playback and excludes replays. What else do I need to know? Metrics such as impressions and engagement rate are not available natively or via the API. Metrics are also not available for Reels older than 90 days. However, very few Reels older than 90 days have been auto-imported into the platform.ViewsSign in to react to this postCommentsMarketing | 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.ViewsSign in to react to this postCommentsOrganic & Paid Reporting in Khoros Marketing
Written by EmmaO and EricKra Using native tools like Facebook Ads Manager or LinkedIn Campaign Manager for your paid reporting needs can be an effective solution across your team. Still, it’s essential to recognize some of the limitations that may impact your workflows' operational efficiency. Having your paid data siloed across these native tools makes it difficult for cross-channel analysis and isolates your paid and organic performance metrics. This can get increasingly fragmented and time-consuming when you have multiple ad accounts with data that needs to be individually exported before being combined. Khoros Marketing Analytics and Ad Capabilities can save your team time by providing access to data from multiple social and ad accounts through one platform. Additionally, this data can be visualized and categorized in ways that can’t be done natively. Let’s dive into some of the organic and paid reporting foundations. _________________________________________________________________________________________ Defining Content Types: Posts vs. Ads & Promoted vs. Dark There are two different content types in Khoros - posts, and ads. Both are sourced from different APIs and have unique widgets, exports, and filters. Posts include organic data across social channels and paid metrics connected to Facebook promoted and dark posts. The term promoted post references an organic post used to create an ad. This is the same thing as Facebook and Instagram “boosted” posts. It’s also the post associated with LinkedIn Sponsored Ads. Facebook promoted post metrics are the same metrics found within native Facebook Insights. In Khoros, as within Facebook Insights, some metrics such as reach and impressions are broken down into paid and organic metrics. Others such as engagement are not. Due to API limitations, only the organic metrics connected to LinkedIn and Instagram promoted posts are contained within posts widgets and exports. The paid metrics associated with these promoted posts are only accessible via the ad account and Khoros ad widgets and exports. This differs from native insights in which paid and organic metrics are shown for promoted posts. _________________________________________________________________________________________ Facebook dark posts are a bi-product of the Facebook API and contain paid metrics. However, it’s best to exclude them due to inconsistencies in what’s provided by Facebook. The term dark ad references an ad made with new creative rather than existing organic content. Posts widgets also contain LinkedIn dark posts connected to Direct Sponsored Ads. However, these posts contain no metrics. They will only appear if Direct Sponsored Ads are running through an authenticated ad account. Ad widgets and exports contain data sourced directly from ad accounts. They include paid metrics connected to d…ViewsSign in to react to this postCommentsCopying Content Between Calendars
Scenario: You work in the Germany Marketing team, the US team produces some great social posts you’d love to localise and use on your own social channels. The US team has given you permission, now you just need an easy way to copy the posts without having to download everything and re-upload it again. There’s an easy way in Khoros Marketing! Prerequisites: You’ll need to have Publishing access in the Initiative you’ll be copying the content to and you’ll need View access to the Initiative you’ll be copying from. Your Administrator can check this in the User tab of the Company Settings. Start in the Initiative that you’d like to copy the post to (in our scenario the Germany initiative), not the one you’ll be copying the post from (US). You can check which Initiative you’re in using the picker in the top right corner. Next click on the Calendar tab and click on Filters. Find the filter for Initiative and click the drop-down. Within the drop-down, find the Initiative you’d like to copy from (US in our scenario). The posts from that Initiative should now overlay on your calendar. Click on a post to open the sidebar, then click the … button to reveal the Copy option. The Publish window will open, with the post image/video, text, and labels already applied. Select the account you wish to publish from, adjust any other details then click Schedule. You’re all set! The post is ready to go and will follow the usual approval paths for your Initiative.ViewsSign in to react to this postComments
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