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

Instagram “Reels” content moderation

On June 27th, Meta announced a phased rollout of access to their Reels API. Between June 28th and July 7th, any Instagram account that received access began to see comments on Reels ingested into Khoros Care.

Note: If a Reel uses a copyrighted song, the Reel itself does NOT display in Khoros Care. Agents can still moderate comments on that conversation, but they’ll need to view the Reel natively in Instagram if additional context is needed.

See Network Capabilities: Instagram for more information about moderating Instagram posts.

Tagging posts with Reel content

Within the next few releases, Khoros will be rolling out a dedicated Reels system tag that will apply automatically to posts with Reel content. 

In the meantime, you can tag and route content by using the metadata that is received from Instagram as part of each Reel post. 

To create a metadata tag rule for Reel posts:

1. Go to Care Settings > Developer > Metadata Visibility and enable metadata visibility for Instagram. 
2. Create a metadata tag rule based on the Instagram metadata field “Reels”. The data for this field has the value “true” when the post contains Reel content. Your rule should look like this:
   
3. Click Save Rules.

Now, when an incoming conversation includes a reel, the “Reels” tag you created is applied. Clicking the Metadata link below a post shows the metadata value and confirms that metadata visibility is enabled for Instagram.

You can use this tag to run reports in Analytics or route conversations to specific work queues.

Yelp integration

With this release, Khoros is excited to announce support for integrating Yelp with Care. 

Keep tabs on your brand’s customer experience by monitoring reviews of your business. You can see star ratings, reply to reviews, and tag and route conversations by location. 

Note: The Yelp integration is available for all Khoros Care customers. Yelp’s agreement with Khoros requires a flat charge per location. To learn more about pricing and setup, reach out to your account manager.

Information received from Yelp

Khoros receives customer reviews from Yelp’s API approximately every 24-48 hours. When you first integrate your account, the last 2 to 3 days’ worth of reviews are ingested into Care. 

Yelp posts include the following:

• Plain text review left by customer 
• Star rating tag (0 through 5 stars)
• Yelp account information in Author profile
• Location or region tag (based on Yelp location metadata and tags created in Care)

Agents can respond directly to a review from within Care. At this time, Yelp’s API allows plain text replies but does not support emojis or images. 

Note: This integration supports publicly posted reviews only. Private messages are not supported by the Yelp API. 

Yelp location tagging

If your brand has multiple physical locations receiving reviews through Yelp, all locations will be pulled into Care when you authenticate your account. At this time, there is no option to exclude certain locations.

Note: The user who authenticates must be subscribed to at least one of the locations from which you want to pull reviews. If location management is divided among multiple users, you’ll need to integrate more than one Yelp account to ensure you’re getting reviews for all desired locations.

Location tagging for Yelp reviews is powered by the location metadata Yelp sends. To ensure that incoming Yelp posts are tagged with the appropriate location, you should create these metadata tag rules prior to integrating with Yelp. 

For steps to integrate with Yelp, see Connect Khoros Care to different sources. 

Care Analytics: Online Agents widget enhancements

We’ve made several enhancements to the Online Agents widget to give analytics users better insights into agent states.

Agent States Filter

The widget now includes an Agent States Filter that lets you select one or more agent states—including custom states—by which to filter the data that displays. When this filter is disabled, all agent states are included in the widget display.

Custom states visualization in pie chart

In the pie chart visualization, we’ve added an outer ring that breaks down the different states within each unavailable (red or yellow) region. You can hover over or click on a region to drill down and see how many agents are in each custom state. 

To learn more, see Online Agents widget.

Note: A previous version of these release notes referred to a new table visualization for the Online Agents widget. This feature is still planned and will instead be part of an upcoming release. We will announce this change as soon as it's available.

Manage View: TikTok source integration

We have now added the TikTok channel as a source integration in Manage View. You can create a Post or Conversation column to view your brand-related content from TikTok. You can view and manage TikTok videos like any other posts and conversations from other channels.

Create a Column for TikTok

The channel should be available in Manage View for creating columns if there is an active source integration for TikTok. 

1. In Manage View, click New Column.
2. Click Post or Conversation based on the requirement of the content.
3. Type the Column Name.
4. Select the TikTok icon as the Source Integration.
5. Select other column properties.
6. Click Save. 

Read more about Manage View Social Channels.

You found it. We fixed it.

Care

• Previously, when an agent using Push Next view snoozed a conversation and then the snooze expired, the Available count for the agent changed to 1, but the conversation did not reopen in a new window. This has been resolved.
• Previously, when an agent used a response template with multiple lines in a community or email conversation, their response appeared in HTML format. This has been resolved. 

Manage View

• Previously, when you selected the Last Activity Date filter for a Smart View, the column did not update with the posts and conversations with the latest activities. The column now updates with the items in the order of the latest activities.