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

Moderation Status system tags

Note: We are working on some issues with this feature that will be fixed soon.

In this release, the new Moderation Status system tag, found below System > Moderation > Inbound, is now available along with three children system tags: Approved, Rejected, and Unmoderated.

These tags are applied automatically to Khoros Community conversations whose moderation status fits the appropriate system tag. These tags can be used to route, prioritize, and report on conversations as desired.

Note: If you have implemented similar tags using Khoros Care metadata, the new system tags should be used in place of your existing tags by editing routing and other similar rules. The new system tags provide more robust performance.

Refer to the Khoros Care Tag Glossary for more information about available tags. For more information about routing and prioritization, refer to Use tags and tag rules to route conversations and Use tags to create priority rules.

Manage View column search enhancement

To provide better feedback when you conduct advanced search queries, we’ve added a new feedback indicator in the Manage View Search field. The indicator flashes red with an “Invalid query” message after 2 seconds when you stop typing if the query is not valid. When you begin typing again or correct the query, the “invalid” message disappears. The query is then submitted with results displaying immediately.

This enhancement also applies to the Keywords, Hashtags field presented when you are setting up a new Manage View column.

Learn about working with Manage View columns and filters available in Manage View columns.

Deprecation of Instagram comment ingestions on mentions

The ingestion of comments on Instagram mentions is now deprecated. Meta no longer provides the necessary information about the comment Author in order for Khoros to appropriately categorize or identify these objects. As a result, we can no longer ingest comments on Instagram mentions. 

Khoros continues to support the ingestion of @mentions of your brand for Instagram. Only comments on those mentions are affected by this update.

Refer to Network Capabilities: Instagram for more information about content supported for ingestion on Instagram.

You Found It. We Fixed It.

Analytics

• When agents are in an unavailable state with a red indicator, they no longer accrue handle time.

CRM Connector

• Automation rules now work properly with Trustpilot integrations, creating and updating CRM cases as expected.

Facebook/Instagram integrations

• When agents respond to conversations, accounts for responding are now displayed as expected in the account drop-down menu.

Tags

• The system is no longer intermittently adding and removing tags, including the Brand Post tag and sentiment tags, to and from conversations when no additional posts have been ingested.

Twitter/X integrations

• URLs in public Twitter responses now appear as clickable hyperlinks instead of plain text.