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

In-app support chat

We've introduced a new communication method for Care users with the Admin role to connect with Support. Admins can now select the Support Chat icon (question mark in a speech bubble) in the global navigation. When this icon is selected, a chat widget appears, enabling users to interact with our automation for guidance on common questions and connect with a live agent if needed.

Instagram direct messages from public posts

Agents can now respond to public Instagram comments via single direct message. If the user responds to that message, the conversation can continue within the 24-hour messaging window.

This capability is available as a response to any public comment made within the past 7 days on a post, ads post, or reel. Public comments made on live broadcasts can also be replied to via direct message during the broadcast.

You Found It. We Fixed It.

Talkwalker

• We’ve improved the behavior of invalidating Talkwalker integrations. Now, if an integration exceeds the incoming volume threshold, after it drops below the threshold again, you no longer have to manually reconnect it. Refresh the integration page to continue ingesting content.

Brand Messenger

• Agent transfers to work queues that are within business hours no longer present an "out of hours" warning message.

Inconsistent Column Search

• For Manage View users, the quick search capability has been enhanced for all column types. The following search patterns can be used to more quickly find content of interest:

For more information about searching for posts, refer to Use Quick Filters to find specific posts in a Manage View column.