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

CRM Connector Enhancements

• Admins can now use the attribute values from the Author Profile section for CRM autofill rules. Go to Autofill rules > Author > Author Attributes and select the author property you want to autofill.
• Cases created in Care are now auto-assigned in Salesforce to the agent who created them. If the agent does not exist in Salesforce, the case defaults to the integration user.
• Posts with media sent to the CRM case feed now include the media, addressing a previous limitation. This is applicable to all CRMs (for example, Salesforce and Zendesk).
• HTML tags in email posts are now stripped, ensuring that only user content is sent to the case feed so that agents can focus on the content of the email. 
• When you search for a contact in automation, entering multiple fields (for example, first name and last name) is now treated as an AND condition, resulting in more accurate search results.
• For companies that don’t want to allow post updates to their conversations that have already been sent to the CRM, they can now contact Khoros Support to turn off the feature that allows future posts to appear on these conversations.

Learn more about the CRM Connector in our guide.

Facebook Messenger Avatar & AI-generated stickers

Avatar and AI-generated stickers are now supported and ingested in Care.

Moderation actions in conversation history

All moderation actions are now included in a conversation’s history, enabling a more accurate picture of actions taken on a conversation. These moderation actions are also available for analysis in the Conversation Action History analytics exports.

Manage View

Manage View column filters

As part of our ongoing enhancements to Manage View, in this release, we are introducing a significant search enhancement for Manage View column filters. You can use simple keyword queries as you always have, but you can also construct more specific and complex searches that help refine and tune your column contents in Manage View.

Using the advanced search capabilities when filtering Post, Moderation, and Conversation columns, you can now enter query strings directly, using operators like AND, OR, wildcards, and parentheses (refer to this query string documentation  from Elastic).

Here are some examples of the kinds of queries that are now supported in Manage View columns:

• Operators (AND, OR, and NOT)
• string1 OR string2 returns items containing string1, string2, or both. 
• string1 AND string2 returns items containing BOTH string1 and string2 
• string1 AND NOT string2 returns items containing string1 that do NOT contain string2
• Parentheses (enables grouping and ordering for operators)
• (string1 AND string2) OR string3 returns items either string1 AND string2, OR, string3
• Phrases and Proximity
• "string1 string2" returns items contains the exact phrase string1 string2
• "string1 string2"~n returns items contains string1 and string2 within n terms or less terms of each other (where n is a numeric value)
• Wildcards:
• blue returns items containing "blue" exactly
• blue* returns items starting with blue; for example: blue, blueberry, and so on

Note: Keyword searches are an exact match (no partial matches) unless a wildcard is used: blue matches blue only, whereas blue* matches blue, blues, blueberry. Also, searches other than body content (the main text in each post) are case sensitive: JohnSmith matches JohnSmith but not johnsmith; JohnS does NOT match JohnSmith; however, JohnS* does.

These new enhanced searches are available in the Search field at the top of each column and in the Keywords and Hashtags field in column setup.

Refer to Filters available in Manage View columns for more information.

Conversation presentation

For Manage View columns set to display content Newer Than ___, conversations that are older than the period specified but have responses from within that period are now displayed. This is more intuitive and is consistent with how conversations are presented in Agent View.

You Found It. We Fixed It.

Change Log

Usernames, instead of blanks, are now consistently displayed on the Change Log in the Change Made By column.

Channel integrations

• When an agent replies to a threaded response below a comment in a Facebook conversation, the response now appears at the correct level (that is, below the threaded response instead of the top-level comment) in Facebook itself.
• Comments in TikTok conversations ingested into Care no longer show publish dates with an incorrect year of 1970.
• Care instances now support the use of more than one Apple App Store integration. When an administrator opts to add an Apple App Store integration, the window offers the ability to add apps from a different profile or select from existing ones.

CRM integration

Public conversations are now recorded as LinkPost only when appropriate, and the LinkURL now populates correctly.

Tags

The "Agent View Response" system tag is now applied as expected to all responses sent from the Agent View.