Khoros Care updates do not require any downtime. This release will be deployed with no expected impact on 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.

You Found It. We Fixed It.

Facebook integrations

• Due to Facebook API limitations outside of our control, we have removed the ability to ingest mentions made by private Facebook users’ profiles (refer to Meta’s documentation About types of Facebook profiles and Pages for more information). Previously, when agents responded to these posts, an error indicated that the post was not published even though it did appear natively, creating a confusing experience. Public page mentions still function as expected.

Trustpilot integrations

• For companies with multiple Trustpilot integrations, the integrations are now staying connected as intended. 

Instagram integrations

• The Hide moderation action now functions as expected on Instagram posts.
• Instagram Reels are now appropriately ingested in Agent View instead of being shown as a plain text URL when they have been shared via direct message to an integrated brand handle.
• Agents can no longer like public comments because liking is available only for private messages.