Khoros Care Release Notes, week of July 5, 2021
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
- Email as a source in Care
- Exclude Twitter brand posts from conversation tagging
- Engagement Manager Enhancements
- You found it. We fixed it.
Email as a source in Care
We are pleased to announce email as the newest supported source integration in Khoros Care. This change consolidates a high-volume traditional channel into the same engagement hub where agents manage other messaging – without sacrificing native email capabilities. Best of all, you can apply all the usual tagging, routing, and prioritization workflows for greater agent efficiency.
Email as a source is available to Khoros Care users who have the Digital Messaging Bundle. For questions about your brand’s current bundles and inclusions, please reach out to your Customer Success Manager or Customer Account Executive.
Note: Khoros Care does not support integration with on-prem email hosting solutions at this time.
Setting up your email integration
To connect an email account with Khoros Care, you need to know the current password. Be sure to use a company or support email account – not your personal email – since customers will be communicating directly with this address.
- Sign in to Khoros Care as an Admin user.
- Go to Care Settings > Source Integrations.
- Click the Email icon.
- Choose the email provider for your integration.
If you use Microsoft Exchange Online or Gmail for Business:
An OAuth authentication flow lets you quickly select and log in with your preferred email account.
Verification warning: If it’s the first time you’ve connected an email account, you may see an unverified app warning for Khoros Care. Follow your browser’s cues to add Khoros as a trusted app and grant access to connect with your email account.
Note: The OAuth flow only supports the cloud-based Microsoft Exchange Online.
If you use another email provider:
Click Other and enter your IMAP account details in the fields provided. Email Address, Password, and IMAP Server are required fields. - Choose your integration preferences for this email account. You can find a full description of each setting in Setup tasks for Email.
- Click Done Editing.
Testing and DMARC considerations
After you configure your email integration, test to ensure that everything is working and displaying as intended. We recommend starting a conversation from a personal email account, then replying to that conversation from Agent View.
If your Care responses are going to the recipient’s spam folder – or being labeled “unverified” – it may be due to your brand's DMARC and quarantine policies. Please contact our Support team for assistance with correcting this issue.
Email response capabilities
When working with email conversations, agents can use all the functionality they're used to – plus additional native email capabilities.
Incoming posts include:
- subject line and body
- Any CC’d email addresses
- images and attachments from the customer, as well as formatted ("rich") text
- customer’s name and email displayed in Author Profile
Convenient formatting shows agent responses highlighted in blue, similar to brand responses for other channels. Any automatic welcome responses sent by the brand (if applicable) are highlighted in yellow.
Agents can also click an ellipsis icon to expand condensed conversation threads.
Outgoing posts can include:
- images, attachments, and rich text from the agent
- CCing additional recipients
- forwarding to a third party outside of Care (if enabled in integration settings)
Exclude Twitter brand posts from conversation tagging
Current Facebook and Instagram integrations support an option that allows you to control whether conversation tag rules are evaluated against brand posts to potentially apply custom tags to these posts. We have now extended this option to Twitter integrations following our recent enhancement for showing your Twitter brand posts (tweets) in a conversation.
This option now provides you the flexibility to ensure that your tagging rules are identifying the most relevant user content.
To exclude Twitter brand posts from having conversation tags applied to them:
- Sign in to Khoros Care as an Admin.
- Go to Care Settings > Source Integrations.
- In your list of integrations, find the Twitter integration you want to change and click Edit.
- Uncheck the Automatically apply conversation tags to brand posts option. (This option is checked by default.)
- Click Done Editing.
In the future, we'll be adding this capability for other source integrations that use the concept of a Brand Post.
Engagement Manager Enhancements
Common Conversation Panel
Common Conversational Panel is designed to provide you with a detailed view of both historical and any ongoing engagements on a post or a conversation. This helps to capture comprehensive information at a glance that you can follow up on.
Moderators, Community Managers, agents, and the customer support team can use the conversation panel to engage with the conversation thread, respond to the customers, and perform other common actions based on their roles/permissions.
Note: The Engagement Manager conversation panel and conversation panel in Agent view offer identical capabilities.
For more information, see Common Conversation Panel.
Time Interval filters: ACTIVITIES PRIOR TO
This filter option helps to further narrow down the date range filter results for post columns and Moderation columns. The ACTIVITIES PRIOR TO option filters post and conversation that have had any activities (reply or comments) prior to the selected value in the date range field.
For more information, see Set time interval filters for Engagement Manager columns.
You found it. We fixed it.
- Resolved an issue that prevented images from being displayed in Twitter DMs in conversations.
- Previously, when a post was deleted natively in a social channel or by an agent using Response, any tags that had been applied to it continued to be displayed in the conversation in Response even though the deleted posts were not included in any priority and routing evaluation.. Tags that had been applied to now-deleted posts are no longer displayed on the conversation to reflect that post and all other associated information are no longer part of the conversation.
- Previously, when a conversation was unassigned due to agent logout, it was calculated as “agent unassign” in Care analytics. Now, in these circumstances, conversations are calculated as “other unassign” as expected.
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