Note: Due to a clerical error, the version number on these release notes was previously incorrect. We have corrected this issue and it has no impact on your system.
Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system later.
- New Features
- WhatsApp Cloud author phone number
- Integration preferences
- Analytics: Team Performance Export
- You found it. We fixed it.
New Features
WhatsApp Cloud author phone number
In WhatsApp Cloud conversations, the author’s phone number is now displayed beside their name in conversations and on the author panel.
Integration preferences
By default, for new integrations where applicable (for example, Facebook, Instagram, LinkedIn, etc.), conversations are now automatically detected within the comments. To manage this setting, go to the Preferences of the integration where you can choose between Detect conversations within the comments (default) and All comments as a single conversation.
Learn more about integration preferences for:
Analytics: Team Performance Export
The following columns in the Team Performance Export were deprecated. The calculations required to update both columns were not implemented due to performance issues generating the export.
- Average Conversation Handle Time – Conversations responded to
- Average Response Handle Time – Conversations Responded to
Read more about the Team Performance Export.
You found it. We fixed it.
- Previously, some agents incorrectly received a “No account for responding” error when attempting to respond to conversations in Agent View. This issue has been resolved.
- Previously, some conversations were being split and merged incorrectly. With this release:
- Welcome responses no longer create their own conversations.
- Messages for a brand phone number no longer split into new conversations when an older conversation is still open.
- Messages for two different brand phone numbers no longer merge into the same conversation.
