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
Improved support for YouTube data ingestion
With this release, we’ve removed various existing restrictions around YouTube data ingestion in Khoros Care.
Previously, we only fetched new comments that were made on videos published in the last 30 days, or the last 100 published videos (whichever applied first). We now retrieve all new comments made on any of your brand’s published videos – regardless of the video’s publication date.
We’ve also made improvements to ensure that comments on unlisted videos are pulled into Care the same way as comments on public videos. This allows your agents to engage with customers about any YouTube video your brand has published, provided that you haven’t disabled commenting.
Note: YouTube does not support comments for private videos or videos with the audience set to “made for kids.” If you want to allow comments on a video without making the video searchable, change the video’s privacy setting to unlisted.
Replies on YouTube comments
YouTube users can either comment directly on your brand’s video or Reply to another user’s comment. In order to manage available API rate limits, Khoros Care only ingests replies on comments that were posted in the last 30 days.
We are continuously monitoring usage of this feature and may evaluate the possibility of extending the reply time frame to longer than 30 days. We will announce any enhancements as they become available.
Learn how to integrate YouTube with Khoros Care.
You found it. We fixed it.
- Resolved an issue with Welcome Responses that prevented the Smart View drop-down menu from displaying any options.
- Previously, external responses sent in reply to Twitter direct messages were not ingested into Care as expected. This has been resolved.
