Khoros Care Release Notes, week of March 8, 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
- Coming Soon: Changes to Navigation Menu
- Metadata Visibility Support for Facebook and Instagram
- Metadata Custom Field Reordering
- Additional Fields for Custom iframes in Agent View
- You found it. We fixed it.
Coming Soon: Changes to Navigation Menu
Khoros is actively working on a unified navigation experience for all our products and integrations.
Later this month, we will deliver the first parts of this experience, which includes a few updates to the Care navigation menu.
Soon, you’ll see a few minor changes between the old and new versions:
- For users with Admin permissions, the Admin link will be removed. Instead, you’ll use a universal gear wheel icon to access your Care Admin settings.
- The Search field (magnifying glass icon), currently in the top-right corner, is moving to a more prominent position at the left of the other icons.
- The Log Out button, currently under the Agent State menu, is moving to the User profile menu.
Keep an eye out for a full overview in the next Khoros Care Release Notes.
Metadata Visibility Support for Facebook and Instagram
With this release, Khoros Care supports metadata for Facebook and Instagram posts. For both platforms, the available metadata fields are as follows:
- subject_to_new_eu_privacy_rules
- ad_set_id
- ad_set_name
- ad_account_id
- ad_account_name
- ad_campaign_id
- ad_campaign_name
You can configure Metadata Visibility settings to determine which fields and values are visible to agents on incoming posts.
Enabling Facebook and Instagram as networks
Before you can configure visibility settings, you must add Facebook and Instagram as networks.
- Go to Admin > Developer > Metadata Visibility.
- Under Display Fields in Post, click Add Network.
- Select the desired network (such as Facebook) from the list.
The selected network automatically populates under Display Fields in Post. - Click the arrow on the left to expand and configure display settings for any supported metadata fields.
EU Privacy Rules
In December, we announced that Facebook made changes to their messaging API in response to new privacy rules in Europe. These changes impacted certain messaging capabilities for both Facebook and Instagram, many of which have already been restored.
Both platforms now include metadata to indicate when a post is subject to the new EU privacy rules:
You can take advantage of this metadata by creating tag rules that identify when conversations are subject to EU Privacy Rules.
Example
You may find it helpful to create a conversation tag rule for the purpose of tracking relevant posts:
- Go to Admin > Rules and Routing > Tags.
- Locate an appropriate category to add the tag to, or click +New Category to create one.
- Click the + icon and type the name of the new tag (for example: “Subject to EU”).
- Click +New Conversation Rule.
- From the drop-down menu, select Metadata Rule > Any Network.
(Note: Selecting “Any Network” ensures that the conversation rule applies to all platforms. If you choose either Instagram or Facebook as the network, you must create an additional rule for the other platform to ensure that posts from both platforms are tagged.) - In the property name field on the left, enter the metadata key “subject_to_new_eu_privacy_rules”.
- Select is Equal to as the operator and enter “true” as the value.
- Click Save Rules.
You can now assign conversations tagged with “Subject To EU” to a specific work queue, run analytics to get data about posts with that tag, and more.
Metadata Custom Field Reordering
For platforms that support the addition of custom metadata fields, such as Brandwatch and Apple, you can now configure the order in which those custom fields appear to agents on posts.
To change the display position of a custom field, hover over the dots to the left until you see the “move” cursor. Use the drag and drop capability to move the custom field above or below other custom fields.
Now, when an agent views metadata for a post, they’ll see the fields and values in the order you configured.
Additional Fields for Custom iframes in Agent View
We’ve added support for new fields that can be rendered in Custom Agent View iframe Widgets. These properties can be passed via API as part of a JSON-formatted payload, then decrypted and displayed in the Author Profile view or conversation view.
You can configure iframe widgets at Admin > Developer > General Settings.
The new supported fields are listed below.
Property | Description |
conversationStatus | Current status of the case/conversation. For example: INPROGRESS |
viewingAgentName | Display name of the viewing agent. |
viewingAgentSSOId | Unique single sign-on ID for the viewing agent. |
viewingAgentUUID | Unique identifier for the viewing agent. |
workgroupId | Unique identifier of the workgroup (work queue). |
workgroupName |
Name of the workgroup (work queue). |
Learn more about configuring Custom Agent View iframe Widgets.
You found it. We fixed it.
- Resolved an issue that prevented all images (if there was more than one) on a Facebook post from being displayed in Care.
- When an agent responds via direct message to an author’s Tweet that mentions at least one other author who is not part of the conversation, the UI no longer indicates that the agent has responded to both the author and the other handle(s) in the Tweet. It now correctly shows that only the author of the Tweet received a response.
- An issue that caused the navigation bar to show in the history of a claimed conversation has been resolved.
- Resolved an issue in which the Comment radio button was not automatically selected when an agent tried to respond to an Instagram conversation.
- An issue that caused auto-closed pending conversations not to show in the conversation history has been resolved.
- Resolved an issue that prevented admins from seeing profile notifications when they did not have agent access.
- Previously, when an agent added a tag to an author profile, it was also being added to the conversation (though it disappeared upon refresh). The tag now displays only on the author profile.
- Resolved an issue in which the designated order of metadata fields was not respected on author and agent panels.
- An issue that caused avatars to be displayed as broken images has been resolved, and now all images that fail to load are being displayed as the default avatar as expected.
- Resolved an issue that prevented the confirmation dialog from appearing when an agent made changes in an Edit Form panel and clicked Cancel.
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