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.
Upcoming Changes
X (formerly Twitter) is deprecating its v1.1 APIs. Therefore, as of June 24, 2024, we will no longer be able to support the following features for use with X and will be removing them from our solutions until further notice:
- Feedback Surveys
- Structured Messages
- Custom Profiles
These changes will affect Care customers using these APIs. To learn more about these changes and our recommendations, see Twitter / X v.1 API Update and FAQ.
New Features
CRM User Sync
The agent's CRM email ID and Khoros email ID need to match so they can be displayed properly in the embedded CCP (Care Conversation Panel) in Salesforce. In case there is a discrepancy, an admin can map the CRM user email/ID to the Khoros Care equivalent.
To map users:
- Go to Settings > Account Setup > Users.
- Locate the user you want to link to a CRM user.
- Below CRM Users, click Add CRM User.
- Enter the User ID of the CRM user.
- In the drop-down menu, select the appropriate CRM instance.
- Repeat steps 3-5 as necessary.
- Click Done Editing.
- Repeat this process for all Care users you want to map to CRM users.
See Map CRM users to Care users and other CRM Connector documentation.
WhatsApp Cloud integration enhancements
- .zip files are now supported attachments for agents in WhatsApp Cloud conversations.
- .mov files are now supported attachments for agents in WhatsApp Cloud conversations.
Learn more about the WhatsApp Cloud integration.
Apple Messages for Business: video preview
- When agents send embedded video links in Apple Messages for Business conversations, customers now see a preview of the video and can play the video inline in the conversation.
Learn more about the Apple Messages for Business integration.
