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

Apple App Store integration

Update: Due to a deprecation from Apple that was not announced ahead of time, the legacy iOS App Store integration was made unavailable earlier than expected. For that reason, we've updated the What if I'm using the legacy integration? section since initial publication of these release notes.

The Apple App Store can now be integrated directly with Khoros Care, enabling agents to respond to ingested reviews on their iOS apps directly from Care instead of requiring an admin to respond natively from within the App Store Connect console. This new-and-improved integration enables more efficient feedback management and creates more timely interactions with customers. 

Previously, due to Apple API limitations, while Apple App Store reviews could be ingested, they could be responded to using only an external response workflow that required copying and pasting into Care to accurately record that responses had been made. Because the new integration we’ve introduced is an entirely new setup that allows responses within Care, there will be no migration from the legacy integration (see What if I’m using the legacy integration?).

• Agent experience
• Admin experience
• What if I’m using the legacy integration?

Agent experience

With this integration, agents can now respond to App Store reviews directly from Agent View. When an admin enables additional settings, agents can also edit or delete their responses as necessary. Additionally, just like with other integrations, App Store review conversations can be routed, tagged, and prioritized. Tagging also enables Khoros users to report on analytics for these conversations. For more information about the agent experience with the Apple App Store integration, refer to Respond to Apple App Store reviews.

Admin experience

The integration also enables a self-service authentication experience. Adding the integration is just like adding other integrations to Care in the admin user interface.

To add the new Apple App Store integration:

1. Sign in to Khoros Care as an Admin user and go to Settings > Integrations > Source Integrations.
2. Select the Apple App Store icon.
3. Enter the Issuer ID.
4. Enter the Key ID.
5. Enter the Private Key Value.
6. Select Add.

Your Issuer ID, Key ID, and Private Key Value referenced above can all be found in your Apple App Store Connect account. If the Key ID does not exist, you can generate that from there as well.

Note: You can download the Private Key Value only once. Store this value somewhere secure and use it only for the integration with Khoros Care.

Admins can adjust the following channel integration settings:

• Display Name: Enter the desired display name for the integration.
• Who can respond with this account: Select Owner, All, or Specific Work Queues.
• Below Moderator Actions, select whether you want to Allow agents to delete posts (their own responses) and whether you want to Allow agents to edit responses.
• Select Country: By default, the United States is already selected. If you need to pull reviews from other locations, select Add Country and add additional countries as needed.

For more information about configuring this integration, see Integrate Care with Apple App Store.

What if I’m using the legacy integration?

You must transition to the new integration if you want to continue to ingest Apple App Store reviews. The legacy integration is no longer available due to Apple deprecating the functionality for this feature. Only the new integration can be used to respond to reviews, but it cannot be used to respond to reviews from the legacy integration. You do not need to turn off the old integration as it will no longer work. Refer to Admin experience for setup steps for the new integration.

Be sure to reconfigure your work queues with the appropriate tags, which are grouped under the new Source tag Apple App Store, for the new integration. 

The existing legacy integration conversations will still exist within Care, so reporting on tags (grouped under the Source tag iOS App Store) for those conversations will still be available after the cut-off date. 

Note: In a future release, we will update the legacy integration icon’s color to further differentiate between the legacy and new integrations.

Note regarding conversation history: If an author left a review when the legacy integration was in effect in your Care instance, any new reviews that same author leaves after you’ve set up the new integration will be part of a new conversation in Care.

WhatsApp integration message receipts

When agents send messages on behalf of their brand, they can now view its status: Sent, Delivered, or Read. 

For more information about working with WhatsApp conversations, refer to Network Capabilities: WhatsApp Cloud API.

X (formerly Twitter) character limit increase for premium users

For premium verified handles, we increased the character limit of agent responses to 4,000 characters.

Developer Experience

Customization for Messages

We have updated the documentation for customization support for the chat messages in Modern Chat widget. This includes the ability to customize the different elements in the chat messages. You can find out more in Android Customization and iOS Customization.

You Found It. We Fixed It.

All integrations

• An issue in which agents were unable to respond to conversations, especially after sending a secure form, has been fixed.

Apple Messages for Business integrations

• Agents can now attach supported file types to Apple Messages for Business responses as expected.

Brand Messenger integrations

• In Brand Messenger conversations, agents can now view correct line break formatting in their responses.

Facebook integrations

• Hiding Facebook comments containing media now works as expected.

Response tab

• The cursor no longer jumps to the beginning of the message when you highlight text to delete or edit it.