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 later in the week.

New Features

• Brandwatch listening integration
• "Do Not Allow" list for Modern Chat widgets
• New supported sources for Secure Transfer links
• "Close as Irrelevant" option for Push Next and Claim Next work queues
• Improved icons for sentiment tagging
• "Date Claimed or Assigned" records in Raw Response exports
• Engagement Manager Enhancements
  • Search by Author details
• You found it. We fixed it.

Brandwatch listening integration

The Brandwatch listening integration for Khoros Care lets you quickly and easily ingest posts from the Brandwatch social listening platform into Response. 

Once you’ve added Brandwatch as a source and asked Khoros Support to add your Brandwatch queries to your instance of Khoros, Care will ingest posts applicable to your queries.

In Care Settings > Rules and Routing > Tags, in the source tags list, Brandwatch will be displayed as a tag under the Listening source tag. Below this, a tag matching the name you gave the integration will be displayed, and all related queries are nested below that. These nested tags are automatically applied to the appropriate conversations as they’re ingested into Response.

After posts have been ingested, agents can also click Metadata on each post to view the metadata related to Brandwatch, such as the query name, query ID, any tags you applied to the query in the Brandwatch application, the date & time the query was added to Brandwatch, and the date & time the query was last updated in Brandwatch.

For more information, see Brandwatch Overview.

"Do Not Allow" list for Modern Chat widgets

Khoros Care now supports the ability to create a Do Not Allow List for Modern Chat widgets. You can add specific IP addresses or countries for which you want a certain widget to be unavailable.

To create a Do Not Allow List:

1. Go to Care Settings > Brand Messenger > Modern Chat.
2. Click +New Widget or click the Settings icon (gear wheel) next to an existing widget.
3. Under Display Conditions, click the toggle to enable the Do Not Allow List.
   
4. Enter the IP Addresses or use the Countries drop-down menu to designate locations for which you want to prevent the widget from displaying.
5. Click Save.

You can also add Do Not Allow List settings at the individual proactive chat rule level for each widget.

For more information, see Modern Chat Widgets.

New supported sources for Secure Transfer links

Agents who are assisting customers with sensitive information can now send secure transfer links through the following sources:

• Google Business Messages
• Instagram direct messages
• SMS
• WhatsApp
• WeChat

Secure transfer through these sources is available for customers using SSO as your transfer authentication method. If you use Social Auth to connect your social channels, please reach out to our Professional Services team for further assistance.

To configure Secure Transfer settings:

1. Go to Care Settings > Modern Chat > Secure Transfer.
2. Select the icons for the sources you want to enable.
   
3. In the Transfer URLs section, enter the URLs as needed in the appropriate fields:
   
   Enter a URL in the Transfer URL Portal field. 
   
   If using Khoros Community, enter a URL in the Community Destination URL Template field. 
   
   If using Apple Business Chat, enter a URL in the Apple Business Chat Destination URL Template field.
4. Under What would you like to send?, enter the message that will be sent to the customer when the agent wants to initiate a secure transfer. You can also create introductory messages and language variants. 
5. Click Save.

Note about Secure Transfer URLs for Instagram DMs

Since Instagram limits all direct messages to 1000 characters, URL shortening is required when using Instagram for Secure Transfer URL. For assistance with setting up a shortened transfer URL, contact your account manager or Khoros Support. 

For more information, see our Secure Transfer developer documentation.

"Close as Irrelevant" option for Push Next and Claim Next work queues

Khoros Care now supports the option to enable the Close as Irrelevant button for Claim next work queues. Previously, the Close as Irrelevant option was only available for Push Next work queues.

Additionally, we now support the ability to disable the Close as Irrelevant button for Push Next and Claim Next work queues, so that agents assigned to those queues don’t have the option to use the “Close as Irrelevant” disposition at all.

To configure “Close as Irrelevant” disposition availability for agents in these queues:

1. Go to Care Settings > General Settings > Response Options
2. Select the appropriate checkbox option to enable each desired setting, or deselect the checkbox to disable it:
      
3. Click Save.

When these options are enabled, agents assigned to Push Next and Claim Next work queues can see and use the Close as Irrelevant button in the top right corner of a conversation. When either option is disabled, the button does not appear for teams with the corresponding view.

For more information, see: 

• Close (disposition) posts
• Using Claim Next and Push Next queue configurations.

Improved icons for sentiment tagging

We’ve updated the look of the icons associated with sentiment tagging for conversations, making it even easier to quickly identify positive and negative interactions with your customers. 

Icons now have an enhanced rollover effect with corresponding colors. Agents can see the updated colors when hovering over each sentiment option:

Once the agent applies a sentiment, the colored icon persists on the conversation:

We’ve also updated the sentiment tag labels at Care Settings > Rules and Routing > Tags to reflect the new icon colors:

For more information, see Automated sentiment detection.

"Date Claimed or Assigned" records in Raw Response exports

The Raw Response export in Care Analytics helps you understand how often and how quickly your agents are engaged in conversations. Previously, this report’s Date claimed or Assigned field (column heading: “claimedDTTM”) showed push events each time a conversation was moved into a state that awaited an agent’s response—even when the conversation was assigned to the same agent.

We’ve changed how Care Analytics determines push events for the Date claimed or Assigned field so that it only updates in the following cases:

• The conversation is pushed from Available to an agent (or is initially claimed by an agent)
• The conversation assignment changes from one agent to another

The Raw Response report no longer shows entries for Date claimed or Assigned (“claimedDTTM”) when the conversation changes state but remains with the same agent.

Engagement Manager Enhancements

Search by Author details

For the Post Column or Moderation column, you can now search for posts by IP address, Post ID, Post content, Author name, Author email, Community name, using the column search or view search option. This helps to quickly find specific posts by a community member or other social media users. 

For more information on author-related search options, see Quick filters. 

You found it. We fixed it.

• In a previous release, we released a partial fix for an issue regarding natively deleted posts in which tags that had previously appeared on such posts were not deleted from the conversation. While these tags were removed from individual posts in the conversation, they were not removed from the top level of the conversation. Now, any tags that had been applied to natively deleted posts are also deleted from the top level of the conversation to reflect that the deleted post and all other associated information are no longer part of the conversation.
• Previously, the Smart View column sorting option (Oldest First) did not persist after exiting the Engagement Manager. We have now fixed this issue so that the sorting order you selected for the Smart View column is maintained.  
• After a Smart View column in Engagement Manager was created, the existing conversation did not appear. You can now see any existing conversations as soon as you create a new Smart View column.
• In the Engagement Manager, while creating a new user, a duplicate user was created by default. We have archived all the existing duplicate users now. 
• Previously, all of the Engagement Manager user names were not visible under the Assignment tab. You can now see all the users listed under the Team Name section. 
• When using the Conversation Panel to reply to a post in Agent or Manage view (Engagement Manager), the correct response handle will now appear automatically.