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.
Table of Contents
New Features
Survey and Welcome Response support for LinkedIn private messages
Surveys and Welcome Responses are now supported for LinkedIn private messages, which we released in Khoros Care v24.09.1, granting you automation capabilities to enhance the experience of your users. Refer to Network Capabilities: LinkedIn and About LinkedIn Private Messages in Care for more information about the LinkedIn integration with Care.
Welcome Responses enable brands to send an automated message to a user to acknowledge that their message was received, especially in cases where an agent cannot respond immediately. Refer to Welcome Responses to learn how to implement this feature.
Automated surveys enable brands to send surveys to users to assess the quality of the interaction or services provided to the customer. Refer to NPS/CSAT Customer Feedback for information about implementing surveys.
Note: LinkedIn supports only plain text surveys.
LinkedIn public message character count increase
Agents can now send up to 3,000 characters in public LinkedIn messages from Care. This has been increased from the previous limit of 1,250 characters. While an agent is entering a response, a countdown of the character limit is displayed to indicate to the agent how close they are to reaching the limit.
For more information about LinkedIn content that be sent from and ingested into Care, refer to Network Capabilities: LinkedIn.
Post Status Escalation tag
In this release, the new Post Status system tag, found below System > Moderation > Inbound, is now available along with a new child system tag, Escalated.
This tag is applied automatically to Khoros Community posts whose post status fits it. This tag can be used to route, prioritize, and report on conversations as desired.
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.
Hashtag visibility improvement
In the Common Conversation Panel, hashtags are now stylized for improved visibility after agents have published their responses. Previously, hashtags were stylized to stand out from the text while an agent was drafting their response, but after publication, they were displayed as plain text. Now, they appear highlighted in blue after publication, similar to how they appear in native applications. The hashtags are clickable for Twitter (X) and Instagram but not for other networks.
You Found It. We Fixed It.
Push Next configurations
- In Push Next configurations, conversations are now correctly pushed only to one agent instead of appearing to be pushed to multiple.
