This document captures a complete inventory of personal data points used throughout Khoros products. Khoros relies on performance of a contract and/or legitimate interests in order to process the personal data contained in this document.
Please scroll down to the charts below or simply click on one of the following product links to be redirected to the corresponding chart:
MARKETING
Data Element
Source
Subprocessor Recipients (If blank, none)
Country Locations of subprocessors can be found here
Retention/Deletion
Campaigns/Initiatives
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Roles
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Approvals
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Labels
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Credentials
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Notifier
Recipient Email
User-created
Aurora - indefinitely until 30 days post-contract
User Profile
ID
first name
last name
email
avatar image
mobile phone
User-created
Aurora - indefinitely until 30 days post-contract
Directory Service Customer/Company
User ID
Company Administrator-created
Aurora - indefinitely until 30 days post-contract
FINEX (Financial Industry Export)
outgoing content (publishing posts and care replies)
snapshots of company user profile details in the system
user approvals
Generated nightly by the marketing system.
AWS filesystem - 1 day (deleted and regenerated nightly)
Suite navigation data
User ID
Captured by Pendo as users navigate the product suite.
Indefinitely at Pendo until 30 days post-contract)
Promotion Accounts
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Promotions
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Care analytics data
User ID
Generated by the Marketing system as user actions occur.
Aurora - indefinitely until 30 days post-contract
Redshift - 30 days
Care Rules
User ID
User-created
Aurora - indefinitely until 30 days post-contract
whodex profiles
Social Handles
Name
Profile Image
Location Coordinates
Country Code
Follower Count
Following Count
Sourced from supported social networks via API
Aurora - indefinitely until 30 days post-contract
whodex profile author notes
user id
author notes
User-created
Aurora - indefinitely until 30 days post-contract
export logs
User ID
Generated by the Marketing system as user actions occur.
Kibana - 30 days
analytics dashboards
User ID
User-created
Aurora - indefinitely until 30 days post-contract
plans
User ID
User-created
Aurora - indefinitely until 30 days post-contract
messages
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Content Center assets
User ID
User-created
Aurora - indefinitely until 30 days post-contract
auto-labeling rules
User ID
User-created
Aurora - indefinitely until 30 days post-contract
comments
User ID
User-created
Aurora - indefinitely until 30 days post-contract
replies
User ID
User-created
Aurora - indefinitely until 30 days post-contract
retweets
User ID
User-created
Aurora - indefinitely until 30 days post-contract
streams
User ID
User-created
Aurora - indefinitely until 30 days post-contract
Stream Entities
Author
Bio
Full Name
profile Picture:
username
social network user id
Post Contents
Sourced from supported social networks via API.
Aurora - indefinitely until 30 days post-contract
Cassandra - 7 days
Memcached - 1 day
User
user id
twitter handle
full name
Company Administrator-created
Aurora - indefinitely until 30 days post-contract
visualizations
User ID
User-created
Aurora - indefinitely until 30 days post-contract
spaces
User ID
User-created
Aurora - indefinitely until 30 days post-contract
spotlight reports
User ID
User-created
Aurora - indefinitely until 30 days post-contract
post search results
Author
Bio
Full Name
profile Picture:
username
social network user id
Post Contents
Sourced from supported social networks via API
Cassandra - indefinitely until 30 days post-contract
Stream Items
Author
Bio
Full Name
profilePicture:
username
social network user id
Post Contents
Sourced from supported social networks via API
Cassandra - indefinitely until 30days post-contract
Influencers
whodex profile id
User-created
Aurora - indefinitely until 30 days post-contract
TeamQueue data
Generated by the Marketing system as user actions occur.
Cassandra- 30 days post contract
CARE
Data Element
Source
Third-Party Recipients
Country Locations can be found here
Retention/Deletion
Id Name Screenname Profile picture Bio Location
TWITTER: Consumer data is retrieved through Twitter APIs after the company authenticates their Twitter Handle(s) with Care. All consumer data is subject to Twitter's Terms of Service.
Yes
Deleted within 30 days of end of customer contract. Tweets deleted in Twitter will also be deleted in Care based on Twitter notification.
Id Name Picture First name Last name
FACEBOOK: Consumer data is retrieved through Facebook APIs after the company authenticates their Facebook Page(s) with Response. All consumer data is subject to Facebook's Terms of Service.
Yes
Deleted within 30 days of end of customer contract. User comments deleted in Facebook will also be deleted in Care based on Facebook notification.
Id Username
INSTAGRAM: Consumer data is retrieved through Instagram APIs after the company authenticates their Instagram Handle(s) with Response. All consumer data is subject to Instagram's Terms of Use.
Yes
Deleted within 30 days of end of customer of contract.
Id
GOOGLE BUSINESS MANAGER: Consumer data is received through streaming updates after company authenticates Business messages with Care. All consumer data is subject to Google's Business Messages Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
Name Username
GOOGLE MY BUSINESS: Consumer data is received through Google MyBusiness APIs after company authenticates with Care. All consumer data is subject to Google's Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
Name
RSS: Consumer data is received through RSS APIs after company authenticates with Care.
Yes
Deleted within 30 days of end of customer contract.
Id Display name Profile image url
YOUTUBE: Consumer data is retrieved through YouTube APIs after the company authenticates their YouTube Channel(s) with Response. All consumer data is subject to YouTube's Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
Id
APPLE BUSINESS CHAT:Consumer data is received through streaming updates after company authenticates Apple Business Chat with Care. All consumer data is subject to Apple's Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
Id First name Last name
WEB MESSANGER (SMOOCH): Within a secure chat, provided by Sunshine Conversations, consumers will share unstructured PII (i.e. the information will be shared within a chat conversation). This data will be ingested into Care.
Yes
Deleted within 30 days of end of customer contract.
Id Name
WECHAT: Consumer data is retrieved through WeChat's APIs after the company authenticates their WeChat Account(s) with Response. All consumer data is subject to WeChat's Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
Phone number
SMS: Consumer data is retrieved through Twilio APIs after the company authenticates their SMS numbers with Care. All consumer data is subject to Twilio's Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
Phone number First name Last name
WHATSAPP: Consumer data is retrieved through Smooch APIs after the company authenticates their WhatsApp numbers with Care. All consumer data is subject to WhatsApp's Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
Name Device information
GOOGLE PLAY STORE REVIEWS
Yes
Deleted within 30 days of end of customer contract.
Id Name Profile image url
NETBASE
Yes
Deleted within 30 days of end of customer contract.
Name
IOS APP STORE REVIEWS
Yes
Deleted within 30 days of end of customer contract.
Id First name Last name Bio Profile image
LINKEDIN: Consumer data is retrieved through LinkedIn APIs after the company authenticates their LinkedIn Page(s) with Response. All consumer data is subject to LinkedIn's Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
RADIAN 6: This is a general listening integration that can bring in content from all of the other networks listed. We should no longer be using this provider.
Yes
Deleted within 30 days of end of customer contract.
Id Name Profile image url
YELP: Consumer data is retrieved through LinkedIn APIs after the company authenticates their Yelp Location(s) with Response. All consumer data is subject to Yelps Terms of Service.
Yes
Deleted within 30 days of end of customer contract.
Id Display name Email Profile image url
KHOROS COMMUNITY
Yes
Deleted within 30 days of end of customer contract.
KHOROS BOT
Data Element
Source
Third-Party Recipients
Country Locations can be found here
Retention/Deletion
Name
Timezone
Language
Profile picture
Chat related data that can include personal data (Specified by customer in custom DPA)
Facebook messenger
MongoDB
Google cloud
On project removal
On applied data retention policy
Phone number
Name
Chat related data that can include personal data (Specified by customer in custom DPA)
WhatsApp
MongoDB
Google cloud
On project removal
On applied data retention policy
IP address
Browser version
Browser language
Chat related data that can include personal data (Specified by customer in custom DPA)
Web Widget
MongoDB
Google cloud
On project removal
On applied data retention policy
Any shared files are removed after 90 days
Name
Chat related data that can include personal data (Specified by customer in custom DPA)
Khoros
MongoDB
Google cloud
On project removal
On applied data retention policy
Phone number
Chat related data that can include personal data (Specified by customer in custom DPA)
Twilio
MongoDB
Google cloud
On project removal
On applied data retention policy
Phone number in case of WhatsApp or SMS
Analytics metadata
Google cloud
On project removal
COMMUNITY
Data Element
Source
Third-Party Recipients
Country Locations can be found here
Retention/Deletion
Author
login (username)
email address (except privacy guide)
salted password hash (except SSO)
SSO - from SSO identity provider (usually customer's propitiatory identity system via SSO cookie).
Local with migration - from PS team or Administrator importing the info
Local without migration - from users through initial registration
Yes
Mysql, Elasticsearch, Cassendra - indefinitely.
Redis - 24 hours
Author
userId
Created during the first initial interaction to the system, may it be SSO or import or registration
Yes
Mysql, Elasticsearch, Cassendra - indefinitely.
Redis - 24 hours
Author
ICQ (optional)
AIM (optional)
Skype (optional)
MSN (optional)
Yahoo (optional)
Bio (optional)
Custom personal data fields (customizable per community)
Except required custom fields, all are optional not related to any feature supported
Entered by user either through initial registration or sub-sequential interaction with the community.
For custom personal data fields, it could also possible be from SSO cookie.
Yes
Mysql, Elasticsearch, Cassendra - indefinitely.
Redis - 24 hours
Author
Twitter access token
Supported Feature: Twitter Integration
Entered by user either through initial registration or sub-sequential interaction with the community
Yes
Mysql - indefinitely.
Author
Facebook access token
Supported Feature: Facebook connect and integration
Entered by user either through initial registration or sub-sequential interaction with the community
Yes
Mysel - indefinitely.
Supported Feature: Profile picture
Author
profilePicture
Entered by user either through initial registration or sub-sequential interaction with the community
Yes
Mysql - indefinitely.
Redis - 24 hours
Author
IP address
browser cookie string
user agent
http referrer headers
From the http requests to the community
Yes
Mysql - indefinitely.
Redis - 24 hours
Community User Metrics
Total Messages Posted
Total Page Views
Total Messages Read
Board Topics Started
Board Replies Blog
Articles Posted Blog
Comments Posted
Ideas Posted Idea
Comments Posted
Questions Posted
Q&A Replies Posted
Answers Posted Q&A
Comments Posted
Total Board Views
Total Logins Total
Minutes Online
Created by the community
Yes
Mysql, Elasticsearch indefinitely.
Redis - 24 hours
CX INSIGHTS
Data Element
Source
Third-Party Recipients
Country Locations can be found here
Retention/Deletion
Audio Recordings:
Name
Phone number
Email address
Physical address
Dates directly related to an individual (birth, death, admission, etc.)
Gender
Username
Security code/PIN
Security questions
Account number
IMEI number
Audio files provided by Khoros clients
Amazon Web Services
Earlier of 24 months after the audio recording was created or Agreement termination date
Audio Recordings:
Name
Phone number
Email address
Physical address
Dates directly related to an individual (birth, death, admission, etc.)
Gender
Username
Security code/PIN
Security questions
Account number
IMEI number
Audio files provided by Khoros clients
Amazon Web Servies
MongoDB
Google Cloud Platform
Earlier of 24 months after the audio recording was created or Agreement termination date
Conversation transcripts:
Name
Phone number
Email address
Physical address
Dates directly related to an individual (birth, death, admission, etc.)
Gender
Username
Security code/PIN
Security questions
Account number
IMEI number
Text-based conversation transcripts provided by Khoros clients
Google Cloud Platform
Earlier of 24 months after the audio recording was created or Agreement termination date
Product Reviews and Surveys:
Name
Phone number
Email address
Physical address
Gender
Age
Username
Account number
IP address
MAC address
Text-based product/service review data provided by Khoros clients
Amazon Web Services
MongoDB
Google Cloud Platform
Earlier of 24 months after the audio recording was created or Agreement termination date
Social Media Posts:
Social network user ID
Name
Username
Post contents
From social networks via API, provided by Khoros clients, or third-party data aggregation sources
Amazon Web Services
MongoDB
Google Cloud Platform
Earlier of 24 months after the audio recording was created or Agreement termination date
Web Session Data:
Username
IP address
MAC address
Email address
Web session recording applications
Amazon Web Services
MongoDB
Earlier of 24 months after the audio recording was created or Agreement termination date
User Access Data:
Email address
IP address
User created activity
Okta
Three (3) months from the date of the user session
User Access Data:
Name
Email address
User created activity
Zendesk
Indefinitely at Zendesk until 90 days post-contract termination
User Access Data:
Email address
IP address
User created activity
Alienvault
Sumo Logic
Twelve (12) months from the date of the user session
User Access Data:
Name
Email address
User created activity
Pendo.io
Indefinitely at Pendo.io until 30 days post-contract termination
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