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
Response Template Enhancements
The nature of customer support often requires repetition of the same information for different customers. To improve consistency and efficiency of brand messaging, Khoros Care supports the ability to create templated, reusable blocks of text that can be quickly inserted into conversations.
With this release, we’ve made several improvements to the Response template creation experience. We’ve built a dedicated editing panel for both Agents and Admins, a toggle to enable HTML templates for relevant sources, and the ability for Admins to control which teams can use specific global responses.
Creating Response templates as an Admin
Admin users can create a global template for some or all agents by going to Care Settings > Response Templates and clicking + New Response Template.
Whereas the old experience involved a single text box input, clicking the + New Response Template button now displays a template editing panel with multiple fields.
Admins still define the name and body text for the response template, but now they can also select which tags will be applied to a conversation when this response template is used.
By default, Admin-created response templates are “global” and can be used by any agent. The Team Settings drop-down menu allows Admins to designate specific teams that have permission to use this response. When an Agent belongs to a team that does not have permission to use a response template, the Agent won’t see that title in their list of available response templates.
HTML Templates
We’ve added a new option to use HTML markup in response templates. Click Response Template includes HTML to expose a dedicated HTML editor text field.
Note that responses using HTML can only be rendered for conversation sources that support HTML, such as Community and Email. If a conversation source does not support HTML, no HTML-enabled response templates will show as available for use in the Agent view.
Creating Response templates as an Agent
While response templates created by an Admin are considered “global”, each Agent can also create “personal” responses for their own use. All available templates still display in the Templates section of the Agent view, below Author Details.
Clicking + Add New Template now displays the same new template editing panel that Admins see. Agents do not see the Team Settings field, but can still assign specific tags and use HTML for personal response templates.
For more information, see Create and manage Response templates.
Support for deleting LinkedIn comments
With this release, we’ve added the ability for agents to Delete posts from LinkedIn conversations.
As with other moderation options, an Admin must first enable the ability for agents to use the option at Care Settings > Source Integrations. Locate the desired LinkedIn channel integration and make sure Allow agents to delete posts is selected:
After an Agent has claimed a LinkedIn conversation, Delete will appear as one of the moderation options for Author posts. Selecting this option prompts an additional confirmation message, after which the message is removed from the conversation.
In Khoros Care, the removed post displays the text This post was deleted. In the native LinkedIn interface, the comment is removed completely.
