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

Live system tag

A new “Live” system tag is now applied to all Facebook, Instagram, and YouTube conversations with content categorized as live video by the channel. This tag remains on the post after the live video event ends so you can use the tag for reporting and tracking purposes.

For a list of tags that can be applied to posts and their definitions, see Khoros Care Tag Glossary.

Block Facebook users from a page

As an agent, you can now block Facebook users from the page they are interacting with. Admins must first turn on this option for the channel by going to Settings > Integrations > Source Integrations and selecting Edit (pencil icon) for the appropriate Facebook integration. Below Moderator Actions, the admin must then select the Allow agents to block/unblock users from page option.

After this has been enabled, in Facebook conversations, agents can open the Options menu (three vertical dots) on a post and select Block Author.

Refer to Network Capabilities: Facebook for a full list of moderation options.

CRM Connector enhancements

• You can now use the current version (V2) of the CRM Connector with all CRM applications, such as Zendesk, Astute, Microsoft Dynamics, and more. Refer to About CRM Connector Benefits for more about its features. This enhancement allows all customers to utilize the benefits regardless of CRM type. Requests for non-Salesforce CRMs are managed through Professional Services. Contact your CSM for more details.
• We’ve added the ability to auto-close CRM cases directly from Khoros Care. When you close a conversation in Khoros, it now automatically closes in the linked CRM. For setup information, refer to Configure CRM autofill and automation rules.
  
• We enhanced the CRM Connector UI for a more streamlined experience and improved the case history logs for CRM activities to provide clearer event tracking and easier debugging.

Instagram Ad comments metadata additions

The following two fields are now available in the Instagram Dark Post metadata when applicable: 

• ad_title
• original_media_id

You Found It. We Fixed It.

Tags on agent responses

• Tags can now be added to agent responses as expected in conversations for the following integrations:
• Apple App Store
• Apple Messages for Business
• Brand Messenger
• Email
• Google My Business
• Google Play
• LINE
• LinkedIn
• SMS
• TikTok
• Trustpilot
• Yelp
• YouTube

X (formerly Twitter)

• The first X post ingested into a conversation is no longer duplicated.
• X posts with media now show text first with the media link at the end instead of showing the link in the middle and truncating the post.
• Accounts are now properly assigned the correct character limit based on their subscription type in X.
• Top-level X posts no longer contain duplicate text in Agent View.

WhatsApp

• All templates in the appropriate WhatsApp Business account are now displayed for use in Khoros Care even when the account contains more than 25 templates.