Khoros Care Release Notes, week of April 5, 2021
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
Twitter Brand Post Threading
Some networks, such as Facebook and Instagram, have a well-defined notion of a brand-initiated conversation that provides a top-level post for context of user comments. This construction is also visibly supported on these platforms. In Care, Response supports the structure, too, with the brand post included in conversations to provide complete context. Corresponding system tags for Brand Post and Brand Conversation are also applied to these conversations where appropriate.
With this release, we are now extending the support of brand-initiated conversations to Twitter. As with the experience on other networks, we now include the brand-initiated tweet as part of the conversation when a user’s tweet is directly in reply to that tweet, and the appropriate tags are applied.
When an author responds to a brand’s tweet on Twitter, the conversation displays the brand’s tweet in blue at the top of the conversation. The tweet will also be annotated with the Brand Post tag, and the conversation will have the Brand Conversation tag attached. The author’s tweet will be part of the conversation, which allows an agent to respond following all the existing workflow configurations. As the author responds to the agent, the conversation can continue and be handled as usual.
For more information about Twitter posts and Twitter brand post threading, see Working with Twitter posts.
You found it. We fixed it.
- Resolved an issue in which the TAR (time to agent response) in a conversation was being calculated using the most recent post in a series of consecutive posts by a brand with no author response in between. The TAR is now correctly determined using the first of the multiple consecutive posts by the brand.
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