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
Content Filtering
Today, brand-owned channels, like Facebook, do not have controls that prevent people from sending private information out on their channels. Similarly, Care agents can make outbound “mistakes” and send personally identifiable information (PII) when they correspond with customers.
While Khoros can’t prevent customers from sending PII on non-owned channels, we now provide the ability for you to redact the PII in Khoros Care and prevent agents from sending out sensitive information with our new Content Filtering feature.
Khoros Care Content Filtering includes several default templates for you to use as-is, or you can refine them for custom use cases.
You can view and build content filters from the Care Admin, under Rules and Routing > Content Filtering.
With Content Filtering, you can:
- Create content filters in the Admin rule builder
- Enable the default filters for Credit Card Numbers, Social Security Numbers, Email Addresses, and Phone Numbers (US)
- Redact and review inbound text across all sources (except community which performs this filtering before its ingested into Care) with an audit trail
- Block sensitive or inappropriate outbound agent replies (including emojis)
When contact is redacted (hidden from view), the content is blacked out from the Agent View. Agents can still view the redacted content by opening the Options menu and clicking View redacted content.
Each time an agent views redacted content, it is captured in the audit log for that conversation.
Learn more about using Content Filters.
Welcome Responses GA
We are excited to announce that Welcome Responses are now GA and enabled for all customers.
Learn more about Welcome Responses.
