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

• Global Priority Time Settings
• Emoji picker support for skin tones
• Bulk tagging in Engagement Manager
• You found it. We fixed it.

Global Priority Time Settings

Khoros Care now allows you to customize timeframe settings for different conversation states within each priority level. 

Users with Admin permissions can make changes at a global level at Care Settings > Rules and Routing > Priority. 

Click Manage Priority Settings (gear icon) next to the Manage Priority heading.

In the Time Settings pane that slides out from the right, you can define the amounts of time that will trigger specific conversation state changes: Flush, Initial Due, Pending Due, Pending Expiration, and Needs Help. 

Each conversation state further supports the ability to set different time frames for all six priority levels (P0 through P5) in minutes, hours, or days. 

Choose your preferred unit of time from the drop-down menu next to each priority level, then enter the desired number in the text field on the left. Note that all times require a value between one (1) minute and 14 days.

The conversation state changes for which you can customize time settings are as follows:

• Flush: Amount of time before a conversation is automatically closed if not assigned to a user, based on post publish time.
• Initial Due: Amount of time before a newly created conversation is marked Overdue, based on post publish time.
• Pending Due: Amount of time before a conversation is marked Overdue after an author's most recent response, based on response send time.
• Pending Expiration: Amount of time a conversation remains in Pending state after an agent's response, based on response send time.
• Needs Help: Amount of time before a conversation comes out of Awaiting Help queue if no help was received.

Example: Flush times

The following work queue shows that the flush time for P2 issues is set to two (2) days, while the flush time for P5 issues is set to one (1) day. Hovering over the flush time reveals the exact date and time stamp for when this specific post will be flushed.

Automatic Flush

Since all time values must be between one (1) minute and 14 days, you won’t be able to enter zero minutes as your flush time. In order to flush issues of particular priority level from the queue as soon as possible, we recommend setting this value to one (1) minute.

Emoji picker support for skin tones

The Response editor’s emoji picker now supports skin tone selection for emoji sets. 

Agents can now select a default skin tone that affects the appearance of all related emojis:

Bulk tagging in Engagement Manager

Using the bulk tagging functionality, you can add or remove custom tags for multiple conversations in a column. This helps to effectively categorize and manage a large number of conversations, reducing the agents’ time to perform tagging per conversation in crisis and other viral-event scenarios. For more information, see Perform bulk tagging on conversations in Engagement Manager..

You found it. We fixed it.

• An issue has been resolved in which some author tweets that contained references to the brand were not ingested into Care. 
• Resolved an issue that prevented the Request Help link from being displayed in a conversation as expected.
• Previously, the display conditions for the Modern Chat widget were not being evaluated, which caused the widget to be displayed when it shouldn’t. This issue has been resolved.
• Resolved an issue that caused all comments on a brand post to be ingested into a single conversation in Care instead of separate author conversations as expected.