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.

Allowlist requirements for Care UI connection issues

For customers using a firewall who are not able to connect to the Care UI, ensure the following URLs are in your allowlist:

• *.khoros.com (preferred)
• *.app.khoros.com (preferred)
• If your IT Team requires individual URLs, include this URL: http://massrel-pub.marketing.app.khoros.com/

Refer to Configure your firewall to work with Khoros Care to view a list of other URLs necessary to add to your allowlist.

New Features

Meta Threads integration (Open Beta)

You can now integrate Meta Threads with Care with our Open Beta release. Meta Threads was developed to enable users to post updates with text, photos, and videos to allow for engagement in public conversations. With this integration, admins can authenticate Threads brand accounts in Care for use in Agent View. 

Note: Contact Khoros Support to enable Meta Threads in your Care instance.

At this time, the content that is ingested comes from comments on brand-owned threads only. Mentions of the brand in other threads are not ingested.

API limitations

Due to Threads API limitations, there are several known restrictions:

• Mentions of your brand in threads that are not brand-owned are not ingested.
• If you add multiple hashtags, only the first hashtag is selectable in the native application.
• GIFs are not supported for ingestion or response.

Agent experience

The integration with Threads enables ingestion and response from agents. Care ingests videos, images, and carousel posts.

Agents can:

• Read and respond to ingested content with text, @mentions, emojis, and 1 selectable hashtag per response
• Confirm which user they are responding to via a Replying To note in the user interface
• Hide and unhide incoming content

Note: Only top-level posts can be hidden. When you hide a post, its children are also hidden.

• Tag, route, and report on content

For more information about the content types and moderation options supported by the Threads integration, refer to Network Capabilities: Threads.

Admin experience

The Threads integration enables self-service authentication of brand-owned accounts. Because Threads does not use business accounts, the integration’s authentication is based on individual user accounts.

The Threads integration is added the same way as many other integrations and has a guided flow. For specific instructions on setting up the integration, refer to Integrate Care with Meta Threads.

The following options are available for the integration:

• Preferences
• All comments as a single conversation
• (Recommended) Detect conversations within the comments
• Who can respond with this account:
• Owner
• All
• Specific Work Queues
• Social Profile: Enable Agent Signatures
• Moderator Actions: Allow agents to hide / unhide comments and replies

Note: Deleting comments is not available due to an API limitation.

Instagram private message text & media handling

Because responses to Instagram private messages can contain only text or media, Care now makes it much clearer that you cannot send both at the same time. When you enter text and attach an image when responding to a private message, the Message [user] button becomes grayed out. Additionally, if you hover your cursor over the button, a message lets you know that you can send only text or media but not both.

Learn more about working with Instagram conversations.

You Found It. We Fixed It.

Agent Assist

• Overall Implementation and Overall Feedback in menus and tabs have both been renamed General Feedback for consistency and clarity.
• When a user reads feedback, the Feedback Available alert disappears for that user as expected.