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 direct messages in Response
• Keyboard shortcuts for conversation tagging
• You found it. We fixed it.

Instagram direct messages in Response

Brands can now engage directly and privately with Instagram followers from within Khoros Care. 

On June 2, 2021, Facebook began a phased rollout to provide access to their Messenger API. This access allows Khoros to ingest direct messages and replies to brand stories, which enables agents to manage private conversations in Response. 

For details on the rollout and to learn when this feature will be enabled for your Instagram business account, read our Care blog announcement.

To read more about Instagram capabilities with Response, see Working with Instagram posts.

Keyboard shortcuts for conversation tagging

When an agent needs to add a new tag to a conversation in Response, the drop-down menu may contain a long list of possibilities to scroll through. Agents can already narrow their selection by typing the first few letters of a desired tag, but up until now, they needed to use their mouse to click and add that tag.

We’ve added two new keyboard shortcuts that make it easier for agents to quickly locate and add tags to a conversation.

Press Enter to add a single tag

When an agent types enough characters to isolate a single matching tag result, they can use the Enter key to quickly apply that tag to the conversation.

In the screenshot above, hitting Enter will add the “Malfunction” tag to the conversation.

Use arrow keys to select tag from list

When there are multiple matching tag results, agents can use the up and down arrow keys to cycle through the available tags until the desired tag is highlighted in gray. 

Once the tag is selected, agents can hit the Enter key to apply it to the conversation.

Learn more about conversation tagging.

You found it. We fixed it.

• On an author profile, you can now unlink Brand Messenger user handles in the same way you can unlink user handles for other social channels.
• Previously, when two source tags were applied to an Instagram conversation in Response, the options to delete and hide a post did not appear in the list of options. This issue has been resolved.
• An issue has been resolved in which the selected response template was added wherever the cursor was located when the agent stopped typing rather than the current location of the cursor.