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

LinkedIn Company Pages: direct messages

Your agents can now respond to direct messages from users once you enable messaging on your LinkedIn Company Page by updating your page settings to display the messaging button and reconnecting your LinkedIn integration in Care to grant the necessary permissions.

LinkedIn page messaging enables users to start conversations with an organization through the organization’s LinkedIn Company Page. Authenticated page Super Admins that have the relevant roles for the company page can respond in conversations as their organization (it does not appear as the name of the Super Admin). The Pages Messaging API also enables authenticated page admins to manage threads and messages for their organization.

Note: Direct messaging for LinkedIn Pages is supported only for Company Pages.

With direct messages to Company Pages, Care supports the ingestion of images, videos, documents, GIFs, and text. However, for agent responses in Care, the API supports only text and emojis (8000 characters per message). Other forms of media cannot be used in agent responses.

Note: Due to API limitations, moderation actions and @mentions are not supported for this integration.

To enable this feature:

If you do not already have a LinkedIn Company Page integrated with Care, follow the steps to Integrate Care with LinkedIn. If you have already integrated a LinkedIn Company Page, you must reintegrate the account within Care. This is because a new permission is required by LinkedIn to ingest messages.

If you do not want to use this feature, you must turn it off on your LinkedIn Company Page. It cannot be turned off within Care.

To learn more about the Care integration with LinkedIn Company Pages, refer to Integrate Care with LinkedIn and Network Capabilities: LinkedIn.

Work Queue business hours warning

In this release, we added the new Show warning when transferring conversation to out-of-hours work queues option to enhance the agent experience while transferring conversations to other work queues. 

When an agent wants to transfer a conversation to a different queue, it may be helpful to know whether or not that queue is attended. When an admin turns on the out-of-hours warning and agents opt to transfer a conversation to a work queue that is outside of business hours, they see a quick indication that a queue is unattended. The agent can still transfer the conversation, but they can do so with the knowledge that it may not be handled until business hours have begun for that work queue.

Additionally, when an agent opens the Work Queue drop-down list to select a work queue, any out-of-hours work queues are presented with a red exclamation point as a visual indicator prior to the full warning when the work queue is selected.

To enable the outside-of-business-hours warning:

1. Ensure that you have configured business hours by going to Settings > Account Setup > Business Hours (see Enabling and reporting Business Hours).
2. Go to Settings > General Settings > Agent Settings > Conversation Options.
3. Select the Show warning when transferring conversation to out-of-hours work queues checkbox.

For more information about transferring conversations, refer to Unassign or reassign posts. To learn more about all of the Conversation Options, refer to that section in Overview of General Settings in Care.

Comment ingestion on brand mentions

Care now ingests comments on mentions of your brand on LinkedIn and Instagram so that agents can review and respond to these comments as necessary.

To learn more about LinkedIn and Instagram integrations with Care, refer to Network Capabilities: LinkedIn and Network Capabilities: Instagram.

Developer Experience

Advanced Developer Functions for Modern Chat

The Modern Chat interface offers several key functions to manage the lifecycle of the widget on your webpage. These functions provide flexibility in handling authenticated and unauthenticated chat sessions, particularly in dynamic web environments such as Single Page Applications (SPAs). We've covered several of these functions in our Advanced Developer Functions guide.

You Found It. We Fixed It.

Common Conversation Panel

• The sentiment icons (located at the top right of a post in a conversation) and ingested text no longer overlap on posts with a large amount of text.