Khoros Care Release Notes, week of August 21, 2023
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
- Brand Messenger pre-chat message updates
- View Instagram comment permalinks in the Common Conversation Panel and Care Analytics exports
- WhatsApp Cloud API integration updates
- Manage View
- Tag an author’s email address
- You found it. We fixed it.
- Care
New Features
Brand Messenger pre-chat message updates
- Admins can now add language variants to pre-chat messages for Modern Chat widget conversations. Adding language variants ensures that the correct version of the message is displayed to customers based on their browser’s default language settings.
Learn more about adding language variants to pre-chat messages. - Admins can now add forms as pre-chat messages for Modern Chat widget conversations. This enables agents to collect important customer information before the actual conversation begins.
Note: Forms with content configured to expire after a certain amount of time cannot be used as pre-chat forms.
Note: This feature is not available for Brand Messenger Legacy.
Learn more about pre-chat forms.
View Instagram comment permalinks in the Common Conversation Panel and Care Analytics exports
You can now view Instagram comment permalinks by clicking the Permalink icon for the comment in the Common Conversation Panel.
You can also view these permalinks in the LSW Conversation Link field of Care Analytics exports.
Learn more about Care Analytics exports.
WhatsApp Cloud API integration updates
When an admin integrates WhatsApp Cloud API with Care, the setup process now involves an additional step that prompts them to acknowledge the permissions they are granting to the app.
Learn more about integrating WhatsApp Cloud API in Care.
Manage View
Tag an author’s email address
With this release, you can now tag and route, prioritize, and filter community members based on their registered community email addresses. The email address for an author is displayed in the Author Panel in Care, accessible from both Agent View and Manage View. If you use the email address to create a tag, you can also use that tag to filter certain community members in the Manage View columns.
Learn more about tagging the author's email address.
You found it. We fixed it.
Care
- Previously, users did not receive SMS notifications from Care even when the notifications were enabled for those users. This issue has been resolved.
- Previously, when Instagram dark posts were ingested into Care, they were occasionally incorrectly labeled with a Public system tag instead of a Dark Post system tag. Instagram dark posts are now tagged as expected.
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