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   

Like and unlike Instagram direct messages from Care

Instagram “likes” help build better customer relationships through quick engagement and acknowledgment. With this release, we’ve added the ability to like direct messages from within Care. 

Note: This functionality is available exclusively for one-to-one private conversations (direct messages) in Instagram. Although Story Mentions are also tagged as private in Care, you cannot “like” story mentions at this time.

First, you’ll need to enable a new setting for your Instagram integration that gives users the ability to like and unlike direct messages.

To enable direct message “Like” capabilities for an Instagram integration:

1. Sign in to Khoros Care as an Admin user and go to Care Settings > Source Integrations.
2. Find your Instagram account in the list of integrations and click Edit.
3. Under Moderator Actions, select Allow agents to like / unlike direct messages.
   
4. Click Done Editing.

Liking an Instagram direct message

When an Instagram direct message is ingested into Care, you can like it by opening the Moderation Options menu and clicking Like. 

In Instagram, the action adds a Like icon to the appropriate direct message.

Removing a Like

If the Like action was accidental, you now have the option to undo it by opening the Moderation Options menu and clicking Unlike.

Apple Messages for Business integration

With this release, Khoros is excited to announce support for integrating Apple Messages for Business with Care.

Apple Business Messages lets you engage with your customers across all Apple devices using Messages, the most used iOS app. With Apple’s native messaging app, you can:

• Have a secure, asynchronous conversation with your customer at their pace
• View full conversation history, since messages persist in the app
• Display a verified checkmark icon and official business branding that promotes trust 
• Send NPS/CSAT surveys
• Use metadata tags to identify chat entry points

Note: To have Apple Messages for Business enabled for your Khoros Care instance, open a ticket with our Support team. If you’re a new Care customer, reach out to your account manager.

Customers can use various entry points to contact your brand. Default entry points that exist for all iOS users include:

• Spotlight Search: When a user searches with Spotlight and sees your brand as a suggestion, they can message you directly. 
• Apple Maps: When a user locates your brand’s brick and mortar business in the Apple Maps app, a messaging icon appears under your location entry.
• Message Suggest: When tapping on a phone number or call icon from an Apple device (for example, from a Google search results entry), customers are presented with an additional option to message your brand instead of calling. This entry point is one of the most diverse built-in options available for Apple Business Chats and is a powerful tool for reducing call volume.
  
  
  
  

Your brand’s developers can build custom entry points from almost anywhere you’d like, including click-to-message buttons on your app, website, and social media pages, or even through a QR code. You can also implement a variety of available features using Interactive Message Types for different use cases: Apple Pay, Authentication, Quick Replies, Scheduling, and more. 

To learn how to integrate your Apple Messages for Business account, see Connect Khoros Care to different sources. For more about channel capabilities, see our Apple Messages for Business integration article.

LINE integration

With this release, Khoros is excited to announce support for integrating LINE with Care.

As the most popular messaging app in Japan, Taiwan, and Thailand, LINE is an important channel for brands with a strong presence in the APAC region. LINE is used by nearly 95% of Japanese consumers aged 20-49 and has over 187 million monthly active users worldwide. 

Anyone with access to the LINE Developers Console can complete the integration process. If you don’t already have a LINE Business Account, create one here, then follow LINE’s instructions for creating a channel.

The Care integration with LINE is currently available for Agent View and supports private messaging with standard text and image capabilities.

To learn how to integrate your LINE account, see Connect Khoros Care to different sources.

Manage View

Enhanced filters for Conversation Column

In an earlier release, we rolled out options to filter for posts and conversations based on the latest activities for the Post and Moderation columns. With this release, you can now filter posts and conversations for the conversation column using the Last Activity Date and Last Activities Prior To column filter. 

Filtering posts and conversations using the Last Activity Date displays the full history of posts and conversations that have replies or social actions in order of the latest activity date: this is useful in the real-time Post column for finding activity in addition to posts and messages. 

The Last Activities Prior To displays posts and conversations that have replies or social actions prior to the time frame selected in this filter. For example, if you select Last Activity Prior To as 15 minutes, the columns omit conversations and activities occurring in the prior 15 minutes from the selection return set.

You found it. We fixed it.

Care

• Previously, when agents used the moderation options in Care to hide a YouTube comment, within a few seconds, in Care, the comment was unhidden and the “hidden” tag was removed from the comment (the post did remain hidden on the native platform). Now, when agents use the moderation options to hide a YouTube comment, the comment remains hidden and the “hidden” tag persists.
• Previously, in the HTML editor, when you created a block quote and pressed the Enter key to continue typing outside of the block quote, the block quote was instead duplicated and you could not type anything after the block quote. This has been resolved.

Manage View

• Previously, while creating a column, you were required  to select a work queue, you can now create a column without selecting a work queue. In case you want to update the work queue for the column later, you can do so by editing the column properties.