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.

Note: Changes to your navigation menu may occur later than other items mentioned in this release.

New Features

• Coming Soon: Khoros Care Navigation Menu Updates
• Response Editor Enhancements
• IGTV Brand Posts and Metadata
• Work Queue Visibility
• You found it. We fixed it.

Coming Soon: Khoros Care Navigation Menu Updates 

As part of a unified navigation experience for all Khoros products and integrations, we’ve made some updates to the Care navigation menu. 

Old navigation

New navigation

Note: We are in the process of updating all Care Learning documentation to reflect these changes. As a result, some articles might have screenshots or link references that are slightly out of date for a short time.

Admin Settings

For users with Admin permissions, the Admin link no longer appears alongside other top-navigation links. Instead, you’ll use a universal gear wheel icon to access your Settings for Care.

In our documentation, you’ll see updated click paths that direct you to Care Settings to manage Admin tasks: 

For example, 

Care Settings > Rules and Routing > Tags

will be replacing: 

Admin > Rules and Routing > Tags

Search and Support

The Search (magnifying glass) and Support (question mark) icons have changed positions, but are still easy for agents to find and access.

Combined Profile Settings, Agent States, and Log Out

The profile settings (Account) menu is now combined with the Agent States menu. From one easy location, users can access profile settings, change availability status, and log out.

 

Log Out button

The Log Out button is now located at the bottom of the combined profile / agent states menu.

Agent Status screen

Agents in an unavailable (yellow or red) state can take the following actions from the status screen:

• Return to Available
• Log Out
• Change to another availability status
  

Responsive sizing

In addition to updated styling, the navigation menu now resizes responsively according to your screen or browser window size. 

• When viewed at 1395px wide or less, the Khoros logo and text links decrease in size.
  
• When viewed at 1175px wide or less, the standard navigation menu is replaced with a menu icon (three stacked lines):
  

Click the icon to expose a navigation menu optimized for smaller screens:

Response Editor Enhancements 

The improved Response Editor for Khoros Care includes several frequently requested features. The text area has a smaller default height to conserve space and expands as needed for additional content. Agents can write responses using specific keyboard shortcuts and emojis, as well as syntax highlighting for specific text elements.

Keyboard Shortcuts

Agents can now use the standard text editing keyboard shortcuts for Cut, Copy, Paste, Undo, and Redo (key combinations may vary based on your operating system). 

We have also added a keyboard shortcut to send a response by pressing Ctrl-Enter or Ctrl-Return.

We will announce additional keyboard shortcuts as they become available in the future.

Text Highlighting

The Response Editor now includes built-in highlighting to identify hashtags, mentions, and URLs.

Emoji Picker

Agents can also use an emoji picker, located in the lower-right corner of the editor, to add personality to their responses. Stay tuned for an update in our next release that allows users with Admin permissions to disable this feature.

IGTV Brand Posts and Metadata

Khoros Care now supports Instagram brand posts that include video content longer than 60 seconds, classified by Instagram as IGTV posts.

When an author comments on an IGTV post, Khoros Care automatically passes the conversation into Response with a metadata value of “IGTV=true”. 

Depending on your needs, you can use this metadata to create a tag rule that identifies IGTV conversations and moves them to a specific work queue. 

To manage agents’ ability to see this metadata, go to Care Settings (formerly Admin) > Developer > Metadata Visibility and expand the Instagram section.

Work Queue Visibility

Admins can now toggle the Work Queue Visibility option in Care Settings (formerly Admin) > Account Setup > Security to control whether agents have view-only access to work queues they are not assigned to. For more information, see Securing your Khoros Care environment.

You found it. We fixed it. 

• An issue in which conversations with Welcome Response or External Response tags were not routed to the correct work queue has been resolved.
• Resolved an issue that caused the metadata keys to show instead of the metadata display names (configured in Care Settings [formerly Admin] > Developer > Metadata Visibility) on Instagram posts in Response.
• Filtering a Smart View column for Open or Closed results was sometimes producing the same results in Engagement Manager. This has been resolved so such columns will now display conversations matching the selected filters. 
• Resolved an issue that was preventing tag removal when selecting multiple items in Engagement Manager.