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

• Modern Chat Widget Customer Actions
• Enhanced Language Detection and Additional Languages
• Content Filtering Enabled
• Manage View Engagement Status filter
• Manage View Update Column button
• New Manage View Channels
• Synchronous Mode for Automation Framework
• You found it. We fixed it.

Modern Chat Widget Customer Actions

You can now provide additional capabilities to customers who communicate with your brand through the Modern Chat widget. When you enable the new Customer Actions menu, customers have the ability to print a transcript of the current conversation and to mute notifications. 

When enabled, the Customer Actions menu is represented by an ellipsis (...) icon next to the close button:

The customer can select Print Transcript to open a plain text version of the chat in a new browser tab. The default print dialog box automatically displays.

 

Activating the Customer Actions menu

To provide these features for your customers:

1. Go to Admin > Brand Messenger > Modern Chat and click on the widget for which you want to enable the menu.
2. Click the Global Widget Settings (gear wheel) icon next to the widget name.
   
3. Under Customer Actions, toggle the controls you want to enable for customers.
   
4. Click Save at the bottom of the page.
5. Click Publish at the top of the widget's rules page to make your changes live.

You can configure Additional Customer Facing Settings  in Admin > Brand Messenger > General Settings.

Enhanced Language Detection and Additional Languages

Khoros Care supports a wide variety of languages for use in Welcome Responses, Customer Feedback, and general language detection. With this release, we’ve enhanced and reimplemented our language capabilities for better accuracy and improved detection.

As part of this enhancement, we’ve substantially expanded our list of supported languages. Khoros Care now supports and detects the following:  

• Afrikaans
• Bulgarian
• Catalan
• Chinese (simplified)
• Chinese (traditional)
• Croatian
• Estonian
• Greek
• Hebrew
• Hindi
• Icelandic
• Latvian
• Lithuanian
• Malay
• Romanian
• Slovenian
• Ukrainian
• Welsh

See all supported languages. 

Content Filtering Enabled

In December 2020, we announced the release of Content Filtering. This feature provides the ability to redact PII in Khoros Care and prevent agents from sending out sensitive information.

Content Filtering is now enabled by default for all users with Admin permissions. You can view and build content filters from the Care Admin, under Rules and Routing > Content Filtering.

Learn more about using Content Filters.

Manage View Engagement Status filter

The Brand Response filter in Manage View conversations columns has been renamed Engagement Status to clarify its function. The available filter selections are Engaged, Not Engaged, or Any. Engaged conversations include those where there is at least one brand response externally or by a bot or agent; this does not include automated Welcome Responses.  

For more information see Filters available in Manage View columns.

Manage View Update Column button

We have added a new Update Column button to help alert users when there is new content in a column. While viewing columns in a view, new content might be received that matches the column's criteria. If a user has scrolled down from the first post and there are new posts that have not been loaded, an Update Column button is shown to indicate that new posts are available. Clicking Update Column enables the user to update the column without needing to refresh the entire view. 

For more information, see Working with Manage View columns. 

New Manage View Channels

With this release, Manage View column filters have been updated to include new selectors, including Brandwatch Listening Rules for users with Early Access.

The following selectors are now available:

Social Channels

• Google My Business
• iOS App Store

Listening Rules 

• Brandwatch (Early Access)

 

Synchronous mode for automation framework

Synchronous mode ensures that messages from a chat bot to your customer are sent in a specified order. This is particularly useful with bot flows that send rapid messages of mixed types (e.g. plain text and structured messages, on supported channels). 

Example: You may have a bot flow in Modern Chat that responds to a customer’s initial message with a Form (structured message), then follows up with a message in plain text that tells them to “fill out the form to continue”. Using synchronous mode guarantees that the form is sent first, followed by the plain text message.

To learn more about configuring bot responses and the processSynchonously field, see Automation Framework API.

You found it. We fixed it. 

• An issue causing the Manage View tab to stop loading for some live instances has been resolved.
• Resolved an issue where some users would not see the bulk action options in Manage View when they should be visible. 
• Resolved an issue causing string search in Manage View conversation columns to return unexpected results. Enclosing multiple search words in quotes such as “yellow hat gifts” should now properly return results that include the entire specified string. 
• After an agent was reassigned to a new team, there was an issue causing some agents to still show their old team assignment in Manage View. This has been resolved.
• For customers using the Private Message integration with Community, a rare issue caused public conversations to be attached to private conversations. This has been resolved.
• Resolved an issue that caused an intermittent error alert to display for Social Integrations in Admin settings, even when no error was present. The error alert icon (red exclamation point) now only appears when there is an actual connection issue with an integration.
• Corrected bot handoff tag handling for bot conversations. Previously, a “Bot handoff to agent” note appeared whenever an agent replied to a bot-initiated chat, even when no official handoff had occurred. This note now appears only when an actual handoff takes place and a bot handoff tag is applied to the conversation.
• Response formatting issues:
  • Custom links, such as those created with URL shorteners, were not clickable for agents. These links now function properly in both the native app post and the corresponding response post in Khoros Care.
  • Email addresses with more than one “dot” were being converted to hyperlinks: email.first.name@provider.com displayed as http://email.first.name@provider.com. Content with two dots now appears as intended when sent as part of a response.
  • Responses to Community posts produced an occasional formatting inconsistency: a single line break in the Care response was displaying as multiple line breaks in Community. This no longer occurs.