Khoros Care Release Notes, week of April 4, 2022
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
- Hide and Unhide public Tweets from within Care
- Hiding a Tweet
- Unhiding a Tweet
- Like and Unlike public LinkedIn content from Care
- Liking a LinkedIn post
- Removing a Like
- Conversation tags support “Does Not Contain” operator for metadata rules
- Update to Lucene rules help link
- Improved password guidance in User Profile settings
- Care Analytics design enhancements
- You found it. We fixed it.
- Response
New Features
Hide and Unhide public Tweets from within Care
This release includes the highly anticipated ability to hide Tweets on your Brand Posts. As a brand, this enhancement enables you to protect the integrity of your content by removing distracting or irrelevant replies to Brand Posts from view. You may also have the need to hide a tweet that could be offensive to other followers of your brand.
First, you’ll need to enable a new setting for your Twitter integration that gives Care users the ability to hide comments and replies.
To enable “Hide” capabilities for a Twitter integration:
- Sign in to Khoros Care as an Admin user and go to Care Settings > Source Integrations.
- Find your Twitter account in the list of integrations and click Edit.
- Under Moderator Actions, select Allow agents to hide / unhide comments and replies.
- Click Done Editing.
Hiding a Tweet
When a reply Tweet (comment on a Twitter Brand Post) is ingested into Care, you can hide it by opening the Moderation Options menu and clicking Hide.
In the native Twitter platform, the Tweet you hid no longer appears below the brand post. Be aware that Twitter users can still click the hidden reply icon if they want to view all hidden replies.
Note: You can only hide Tweets that were issued as public comments or replies to your own brand’s content (Brand Posts). You cannot hide original Tweets from users who mention your brand, nor can you hide private messages.
Unhiding a Tweet
In Care, posts that have been hidden will still be visible, but will indicate that they are Hidden on Twitter. Where the Moderation Options menu previously displayed Hide, you now have the option to Unhide.
Unhiding the Tweet from Care also unhides it in Twitter.
Learn how to integrate a Twitter account with Care.
Like and Unlike public LinkedIn content from Care
It’s more important than ever for brands to engage with the professional community on LinkedIn. With this release, we’ve made it easier for you to encourage that engagement by adding the ability to like posts, comments, and replies from within Care.
First, you’ll need to enable a new setting for your LinkedIn integration that gives users the ability to like and unlike content.
To enable “Like” capabilities for a LinkedIn integration:
- Sign in to Khoros Care as an Admin user and go to Care Settings > Source Integrations.
- Find your LinkedIn account in the list of integrations and click Edit.
- Under Moderator Actions, select Allow agents to like / unlike content.
- Click Done Editing.
Liking a LinkedIn post
When a LinkedIn post is ingested into Care, you can like it by opening the Moderation Options menu and clicking Like.
In LinkedIn, the action adds to the Like count on the appropriate post.
Removing a Like
If the Like action was accidental, you now have the option to undo it by opening the Moderation Options menu and clicking Remove Like.
Taking this action in Care also removes the Like from the corresponding post in LinkedIn.
Learn how to integrate LinkedIn with Care.
Conversation tags support “Does Not Contain” operator for metadata rules
In some cases, it’s easier to specify which posts you want to exclude from a tag rule rather than everything you want to include. Khoros Care already supports the ability to create Metadata Tag Rules that apply your desired tags to relevant posts. With this release, we’ve introduced a Does Not Contain operator that lets you exclude posts with certain metadata values attached.
To create a Metadata Rule with “Does Not Contain” values:
- Go to Care Settings > Rules and Routing > Tags.
- Click on an existing tag (or click + to add and name a new one).
- In the Auto-tag Conversations section, click + New Conversation Rule.
- Hover your cursor over Metadata Rule and choose a network from the menu that appears.
- Choose whether the rule should match Any or All of the selected properties.
- Click + to add a new property.
- In the first field, enter the metadata field name you want to target.
- From the operator drop-down menu, select Does Not Contain.
- In the second field, enter the value you want to exclude from this tag rule.
- Add any other desired properties to the rule, then click Save Rules.
When a post is ingested from the specified source (Brand Messenger) with metadata that matches the rule (state=Texas), Khoros Care prevents the tag from being applied.
To view the supported metadata fields for each network, see Using Metadata Tag Rules.
Update to Lucene rules help link
Khoros supports the use of Lucene rules when creating conversation rules for automatic tags. For these rules to work, it’s essential that your Lucene query follows the query parser syntax for the exact version of Lucene that Khoros supports (6.6.0).
See Apache’s Lucene 6.6.0 Query Parser API guide for definitions and requirements.
You can also access this guide by clicking the help icon above the Lucene Rules query field when creating a conversation rule at Care Settings > Rules > Tags.
Improved password guidance in User Profile settings
In our last release notes, we announced various updates to Khoros Care password settings.
While some Care users are prompted to update their passwords upon logging in, others may choose to proactively update their password from their User Profile.
With these users in mind, we’ve improved the guidance language around password requirements in the User Profile area of Care.
When a Care user clicks Change Password from the Settings tab, the following instructions appear:
Password validation is a dynamic process. As the user completes each bulleted requirement, a green check mark appears next to it.
Users are told in advance that the new password must be different from previous passwords, preventing unnecessary confusion and frustration.
Care Analytics design enhancements
As part of our ongoing initiative to create a unified visual experience throughout Care, we’ve updated the appearance of various buttons, links, widget borders, and other design elements throughout the Analytics area.
One of the more visible updates is a new background color on the left navigation panel. We’ve also modified the default agent avatar icon and improved spacing around various widget components.
You found it. We fixed it.
Response
- Previously, in a Push Next configuration, agents were sometimes assigned conversations with unanswered posts that were newer than unanswered posts in other conversations. Now, agents are assigned conversations with the older unanswered posts before conversations with newer unanswered posts.
- Previously, an agent’s Pending queue sometimes unexpectedly showed other agents’ pending conversations. Now, agents see only their own pending conversations in their Pending queues.
- Recently, Care adopted a new version of the CKEditor; however, when an agent edited a Community post in Response, the older version of CKEditor was being displayed. Now, the new version of CKEditor is displayed in these circumstances.
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