Note: Due to a clerical error, the version number on these release notes was previously incorrect. We have corrected this issue and it has no impact on your system.

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 soon.

New Features

Source Integrations

• When an admin opts to reconnect a Facebook, Instagram, or LinkedIn source, they are now required to re-authenticate with the network.
• When a source integration becomes disconnected, the icon, external ID, page name, and any available error messages are now displayed for that source integration.

CRM Connector updates

In a previous version, we released the CRM Connector. To learn more about the following features, see Set up the CRM Connector in Care.

CRM Integrations page

• Care admins can now rename CRM integrations by clicking Edit (pencil icon) in the row of the CRM integration they want to rename.

• CRM integrations are now inactive by default and must be turned on manually using the toggle in the ACTIVE column.

Autofill Rules window

• We now support Post fields, such as Sentiment, Date, Order, URL, Type, Metadata, and Text.
• Autofill values that support multiple variables are now available. In these scenarios, after you select an Autofill Value, you are prompted to enter the appropriate variable for that value. For example, if you select Post Metadata Variable for the Autofill Value for a particular CRM field, you are prompted to Insert Metadata Variable.

Note: This item requires configuration from Khoros to be enabled. Contact your CSM for CRM enablement.

CRM Automation Rules page

Admins can now set up rules to automatically create cases in Salesforce based on certain conditions.

Advanced Search

Agents can now search for Contact objects by entering search criteria in multiple fields for more accurate results.

iframe support

The CRM Connector now supports the use of iframes for Salesforce.

Note: This item requires configuration from Khoros to be enabled. Contact your CSM for CRM enablement.

Author Panel width

You can now adjust the width of the author panel in Agent View to more easily view the content of the CRM fields in your CRM integration.

To adjust the Author Panel width:

1. Go to Settings > Developer > General Settings.
2. Below Author Panel Width, adjust the Min and Max (in pixels) as desired. 
3. Refresh the screen to save these changes.

Care Analytics: WhatsApp

We’ve added the following Raw Author Export fields:

• # of WhatsApp Conversations: The number of WhatsApp conversations the author was a part of in the selected time range
• # of WhatsApp Handles: The total number of WhatsApp accounts an author has
• WhatsApp UID(s): The unique ID(s) of the author's WhatsApp account(s), separated by commas
• WhatsApp Display Names: The author's WhatsApp display name(s), separated by commas

Learn more about Raw Author Export fields.