Migrate your Khoros Service data

Customer is the primary profile object in Khoros Care. We export standard fields (id, screen name, email, location, gender) and all custom searchable and non-searchable customer fields declared in the meta/object endpoint. The destination mapping preserves profile completeness by matching custom field types to compatible destination properties.

Case is the core ticket object in Khoros Care. We export title, status, customId, priority, and all customCaseProperty fields declared in the meta/object endpoint. Interactions are preserved as an ordered array so conversation threading is not lost. CustomId is mapped to the destination ticket ID to preserve cross-references.

Author represents the social identity of a customer engaging on a channel. We export author profile data (screen name, brandOwned flag, properties metadata) as a linked record to the Customer object. Where the destination does not have a separate Author object, we merge author metadata into the Customer profile and flag the source channel as a tag.

Conversation is the real-time messaging object in Khoros Care. We export conversation metadata, participants, and message history. Rate-limited at 60 req/min, so we chunk large conversation exports into paginated batches and pause between pages to avoid 429 errors.

Both Customer and Case objects support custom field declarations via the meta/object API. We discover the live schema before migration begins, then build a field-level mapping table for each object. Custom field types (text, numeric, boolean) are matched to compatible destination field types; unmapped types are flagged for manual review.

Interactions are embedded as an array within each Case object and represent the individual messages, notes, and status changes in a conversation thread. We export the full interaction history including author reference, timestamp, and message content. The ordering is preserved during import to maintain the correct chronological sequence.

Agent records include email, name, and role assignment. We map agent assignments on Cases and Conversations to the destination agent or team. Khoros uses initiative-based scoping that has no direct equivalent in most destination platforms, so we flatten initiative IDs to a custom property on the migrated records.

Khoros Brands define multi-tenant scoping for enterprise deployments managing multiple product or regional communities. We export Brand associations as tags on Customer and Case records, since the destination platform will not have an equivalent Brand concept. Brand-specific workflows are converted to conditional routing rules in the destination.

Initiatives group Campaigns and Case workflows under a specific business objective. We export initiative membership on records and map it to a tag or category in the destination. Initiative-level reporting data is preserved as a custom report field rather than a native object.

Campaigns track marketing and social care campaign attribution on Cases and Conversations. We export campaign association as a tag on the Case record. Where the destination has a native Campaign object, we create a corresponding record and link it to the migrated Case.

Knowledge base articles in Khoros have structured content, categories, and visibility settings. We export article body, title, and category hierarchy. Image assets embedded in KB content are downloaded and re-uploaded to the destination CMS. Category hierarchy is mapped to the destination's folder or label structure.