Connecting your Khoros Community

You can integrate your Khoros Community to pull in all of your blog posts, forum questions and replies, and private messages, to analyze in Listen, and action in Engage. As this connection is more involved than a Facebook Page or Twitter Account, you will need to get in touch with Support to have this enabled for your team.

In this article we’ll guide you through connecting your community, explain the data that we consume, and show you how to find and action messages from your profiles.

Integrating your Khoros Community

Once you have the Khoros Community integration enabled for your Lexer account, you need to connect it, so we can start monitoring content. Head over to Integrate, and find the Khoros tile in the list of integrations.

  1. Select the Khoros tile
  2. Click Integrate Khoros
  3. Provide your login details and click Save Integration

We support connecting both your master admin account (typically named after your Business), as well as your individual community profiles. It’s not absolutely necessary to connect the master admin account, but it will ensure that there is always a connection we can use to pull in new content.

You will need to connect your individual community profile to lookup metrics on posts (views and likes), as well as respond to posts from Engage. Connecting a community profile will automatically link it with your Lexer Hub account, which means only you can respond from this profile. Other users in your team cannot action content from your account.

Khoros integration can be fiddly, and often requires third parties like Lexer to try twice. This may mean that you’ll need to click Integrate Khoros and follow this process two times before it will recognise an attempt to connect. You will know it’s working once a second column appears in Lexer with a Save Integration button. Click this, and you’re done.

Khoros Community content we monitor

Our integration supports monitoring for the following content types:

  • Forum Post (topic or reply)
  • Blog Articles (and comments on the article)
  • Knowledge Base Articles (and comments on the article)
  • Private Messages (sent to connected profiles)

Each of these content types are then marked as one of three ‘Source Types’ within Lexer:

  • Khoros Post (articles, forum topics, blog)
  • Khoros Comment (any comment/reply to a post)
  • Khoros Message (a private message sent to your account)

All content will display the following information:

  • Username of the author
  • Rank in the community
  • Member since date
  • Topic of the post
  • Body of the post
  • Date it was published
  • Boards/threads the message was created on
  • Type of post (post, comment, message)

Forum content can also show the following:

  • View count for that thread
  • Kudos count for that post or comment
  • Solution status for that thread

Searching for Khoros Community content

Now that we have your community content monitored in Lexer, you will want to start searching for it. We suggest starting your analysis in Listen, to explore the data you have available.

Below are the filters that we support for content monitored from Khoros Community:

Matching Terms Any keywords that exist in the body of the content.
Matching Title Any keywords that exist in the topic of the content.
Mentioning Links Entire URL that exist in the body of the content.
Mentioning Authors Only supported for private messages. Filter for private messages sent to a specific account by inserting the handle in this filter.
Source Name Domain of your Community i.e. community.lexer.io.
Source Groups Section of your community that the content exists within. For example, the board name ‘Troubleshooting’ or even ‘Blog’. Private messages will have the recipients username as the Source Group.
Author Name Username of the content author (case sensitive).
Source Type Khoros Post, Comment or Message.
Content Formats Image: contains an image or emoji. Video: contains a video. Link: contains a hyperlink. Text: contains none of the above.
In Language Matched against the inferred language provided by Khoros

Responding and actioning

Once you’ve configured your filters to funnel the relevant Khoros Community content into your workflow, you can start classifying, actioning, and responding to customers.

Engage supports adding Khoros Community content alongside Social and Email in a single inbox for your team to work from. Picking up conversations from the inbox and classifying is done exactly the same way as other types of content.

Interacting with messages is a little different. You can only engage from the community profile that you connected in Integrate. No one else can interact on behalf of your profile, and vica versa. Once you have connected a profile, the following interactions are supported:

Kudos Add and remove kudos from content
Delete Delete content if supported for this content type
Accept as Solution Accept a forum comment as the solution
Moderator Status Toggle the moderator status for content that supports it
Reply Publish a response from your connected profile

FAQ

Why can’t I moderate or respond to content?

These actions require that your profile is an admin of the community, as opposed to a basic community profile. We suggest confirming that you have upgraded permissions for your account in Khoros.

Is there a delay in monitoring content from Khoros?

We attempt to load content in realtime, so you should see new posts and messages appear within 1-2 minutes of them being published in Khoros.

I tried connecting my profile but nothing happened?

The integration process with Khoros Community can be tricky, and we find that it typically takes two attempts to successfully connect your profile. Please try navigating through the connection workflow twice.