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 in the week.
New Features
Navigation Menu Updates Now Live
As part of a unified navigation experience for all Khoros products and integrations, we're updating the Care navigation menu. We will be enabling the new navigation during the overnight/non-peak hours in your region. You will see the updated navigation when you log in on Thursday, April 22nd.
The updated navigation design is responsive, making it more accessible and space efficient when viewed from devices with smaller screens.
Here are the main changes you and your agents will see:
Rearranged Search and Support Icons
The Search icon (magnifying glass) will appear to the far left of the other icons, while the Support icon (question mark) will appear to the left of the Account/Status menu.
Combined Account/Status Menu
We’ve combined profile settings and agent states into a single Account/Status menu.
Agents can now access one central location to manage profile settings, change their agent state, and log out.
New Admin Settings Icon
The Admin link has been replaced with a Settings icon (gear wheel) in the top right corner of the screen. If you’re a user with Admin permissions, you can now use this icon to access all the same Care Settings and configurations you’re used to; users without Admin permissions will not see this icon.
Old (link)
New (icon)
You can find additional visual previews of these changes in Khoros Care Release Notes, week of March 22, 2021.
Disable Emoji Picker in Response Editor
Previously, we announced the addition of an emoji picker to the lower-right corner of the Response editor.
Emojis can be useful for expressing empathy, clarifying tone, or reflecting your brand’s identity – but they may not be right for every organization. For this reason, we make it easy for Admin users to globally disable the emoji picker in Response.
To do so, go to Care Settings (formerly Admin) > General Settings. Under Agent Settings > Response Options, deselect (uncheck) the Show emoji picker option.
Once you make this change, the emoji icon disappears from the Response editor and the feature is unavailable for all agents.
Note: If you only want to prevent agents from sending certain emojis, you can create outbound content filters that block and log any attempts. Use an Emoji List custom rule to block individual emojis (separated by commas), or use a Simple Pattern custom rule to block specific emoji phrases (combinations).
Learn more about Content Filtering.
You found it. We fixed it.
- Previously, when an author changed their Twitter handle, the handle was displayed properly on the author profile, but clicking the associated link produced an error. This issue has been resolved, and the link now opens to the author’s Twitter profile as expected.
- Resolved an issue in which author profile information disappeared in Facebook conversations when you selected a specific author response in the conversation.
- In Email conversations, an issue was resolved in which related email conversations were displayed with HTML instead of simply text.
