Khoros

Aurora AI connects a community to Salesforce natively and to HubSpot, Microsoft Dynamics, ServiceNow, Zendesk and Freshdesk, and streams engagement data to Google Analytics, Amplitude and Mixpanel.

Iris AI names Salesforce, Dynamics 365 and HubSpot for CRM and Brandwatch, NetBase and Talkwalker for listening, and it publishes, replies, hides and deletes on Facebook, Instagram, X, LinkedIn, TikTok, YouTube and Pinterest.

Khoros Flow bots reach other systems through webhook actions and code actions that call an API or query a database, take payments through Stripe, and connect to Dialogflow CX and Zapier.

Sourcekhoros.ai/aurora/technical-overviewread 2026-10-09

An unanswered community question runs through a chain of steps. Answer Assist waits out the admin's window so members can reply first, retrieves from the community's knowledge and posts a cited answer when it is confident enough, while Answer Requests routes questions to subject experts, skipping experts who opted out of that topic.

Orchestrator, the no code rules engine, chains conditions and actions into welcome sequences, onboarding prompts, milestone recognition and expert invitations. In Iris AI, label, priority and queue rules written in plain language decide where each conversation goes. Flow bots follow designed flows with conditions and branches, and pass the conversation to a care agent when they cannot finish.

Sourcekhoros.ai/auroraread 2026-10-09

Answers come from the Community Language Model, built over each community's own content. It ingests posts and articles, retrieves with hybrid semantic and keyword search ranked by author authority, scores candidates on several trust signals and learns from feedback.

Admins choose the boards it draws on, it favors knowledge base articles and blog posts over forum replies, and each answer cites the authors and posts behind it. Flow bots answer from a separate knowledge project of Q&A pairs, community pages, web pages and terminology, through personas that set the prompt template and sources. Answers drawn from federated outside knowledge bases are announced as the next step.

Sourcekhoros.ai/aurora/technical-overviewread 2026-10-09

Community teams decide how far the AI goes. Answer Assist waits an admin set period before replying, and its confidence threshold is set per community and board as Moderate, High or Extreme.

AI Moderation approves or blocks only clear cases and holds gray area content for human review; it runs board by board under a global kill switch, admins can exempt roles, and members can appeal any rejection.

In Iris AI, generated replies stay drafts until an agent sends them, publishing passes through multilevel approval chains with a one click pause on all publishing, and admins switch each AI feature on or off by team or channel.

Sourcecommunity.khoros.com/blog/release-notes/khoros-communities-26-3-release-notes/774978read 2026-10-09

Access runs through single sign on and roles. Aurora AI supports several identity providers on one community, and role based permissions decide which teams can deploy, modify or override AI behavior. Iris AI has granular roles for marketing, service and administration, a unified user directory with provisioning and separation of duties across regions, and Khoros Care supports SAML SSO.

The trust center shows SOC, ISO 27001, ISO 27701, ISO 22301 and PCI DSS badges, and the Aurora overview names SOC 2 Type II and ISO 27001 for the product, while the trust center's written SOC 2 Type II line describes AWS, the host. Reports come through the account team, and data is encrypted at rest and in transit.

Sourcekhoros.ai/trust-centerread 2026-10-09

Aurora AI keeps an audit trail of AI actions, decisions and escalations. Each moderated item carries the AI's verdict and confidence, which moderators filter on in the queue, and boards show when AI moderation was disabled or skipped.

Orchestrator Run Logs record each execution as success, failure, skipped or stopped, filterable by date, trigger and action. Iris AI keeps audit trails of every user action for investigations and regulatory reporting.

In care, bot health reads healthy, degraded or down from the last two minutes of deliveries, and every bot to agent handoff is tagged standard, automatic or maintenance.

Sourcecommunity.khoros.com/blog/release-notes/khoros-communities-26-5-release-notes/775218read 2026-10-09

Khoros Flow keeps conversation state in sessions that close after 15 minutes without a message, and the next message opens a fresh one. Inside a flow, code actions save parameters such as an email address for later steps and can update profile attributes for an anonymous visitor. There is no agent memory with its own scope and lifetime that a team can inspect or clear for one customer. What the Community Language Model learns becomes part of the community's knowledge, and care conversations carry the customer record held in Khoros Care.

Sourcedeveloper.khoros.com/khoros-flow/docs/sessionsread 2026-10-09

Khoros runs on AWS, with the region set by where the customer is. Communities and Khoros Care sit in AWS US for US and Canadian customers, AWS Ireland for EMEA and AWS Australia for APAC; APAC communities created before July 2024 stay in the US unless the customer pays to move.

The optional Vertex AI service behind Flow bots and Agent Assist follows the same split across Oregon, the UK and Australia. Care keeps login data in the US for every region, the older marketing product runs only in the US, and Iris AI lists regional residency without naming regions. There is no on premises or customer cloud option.

Sourcecommunity.khoros.com/kb/supportinformation/what-companies-are-subprocessors-to-khoros/207777read 2026-10-09

Aurora AI ships agents that each do their own job and switch on board by board, as early access features a customer success manager enables.

Answer Assist answers questions members leave unanswered, AI Moderation screens posts, replies, polls and images against guidelines in plain language, Clarification Questions asks a member up to six optional follow up questions, and Orchestrator runs community automations from branded templates.

CommunityGuard screens AI crawlers and scrapers before they reach the community, free for 60 days. Member Growth Agents, AI Brand Watch and an AI data analyst are on the roadmap.

Sourcekhoros.ai/auroraread 2026-10-09

Events start the work. A post left unanswered past the admin's waiting period wakes Answer Assist, and every new post, reply, poll and clarification answer enters AI Moderation as it arrives.

Orchestrator rules fire on registrations, first posts, accepted solutions, granted roles and expert identification, and scheduled rules run daily, weekly or monthly against audience conditions such as rank, kudos or last visit.

On the care side, the Automation Framework pushes message and conversation events to registered bots by webhook across Apple Messages for Business, Facebook Messenger, Instagram, WhatsApp, SMS, Google Business Messages, LinkedIn DMs and Khoros Messaging, with Khoros Communities in beta.

Sourcecommunity.khoros.com/blog/release-notes/khoros-communities-26-5-release-notes/775218read 2026-10-09

Teams choose the models behind the AI. Aurora AI works across several LLM providers so a community can swap foundation models without rearchitecting, and its AI Settings hold model selection, API keys and configurable vision models for image moderation. A community can bring its own keys or run on keys Khoros manages, which hides the model choice. Iris AI runs multiple providers with a primary and a fallback model and supports bring your own key. Google's Vertex AI is the optional model service for Flow bots and Agent Assist.

Sourcekhoros.ai/iris/capabilitiesread 2026-10-09

The developer portal publishes the Khoros Care API reference with Basic and JWT authentication and rate limits, plus an Analytics Reports API for warehouse exports. Bot API v3 lets an outside bot register a webhook, respond in a conversation, pass control to an agent, change priority, tag, move work queues, resolve and update CRM attributes.

Marketing has Conversations, Publishing and Notifications APIs, Flow has a Socket API, and Brand Messenger SDKs cover web and mobile. Aurora AI adds a self documenting GraphQL API, an SDK and a CLI, and Iris AI lists a REST API, webhooks and OAuth 2.0. Community API guides sit behind a sign in, and no MCP server is documented.

Sourcedeveloper.khoros.com/khoroscaredevdocs/docsread 2026-10-09

Admin Review Mode lets a community try Answer Assist on live questions before members see anything. Switched on per board, it sends generated answers to the Answer Queue marked REVIEW MODE instead of posting them, with each answer's cited titles, snippets and links shown so admins can judge quality before going live. Aurora AI also runs staging environments with Git based workflows, so AI features can run in staging while staying off in production. Flow bots are tested by chatting with them in a Try it out panel. No scored test set or accuracy measure for agent answers is offered.

Sourcecommunity.khoros.com/blog/release-notes/khoros-communities-26-4-release-notes/775173read 2026-10-09

The agents work through the community platform and the messaging and social channel connections Khoros runs, not by driving a browser or a desktop. CommunityGuard works the other way, screening the AI crawlers, scrapers and agents that visit a community with allow, rate limit and block policies per named AI service.

Sourcekhoros.ai/aurora/communityguardread 2026-10-09