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.

With this release, you’re going to start seeing a new type of interactive documentation in our Release Notes and some knowledge base articles. To learn how to use and get the most out of this content, check out this quick 2-minute video:

New Features

• NPS/CSAT support for Instagram DM conversations
• Create and edit personal Response Templates in user profiles
• Support for WhatsApp message deletion in Khoros Care
• Improved user experience for Twitter conversation Quick Requests
• Engagement Manager Enhancements
  • Social Actions for Posts
• You found it. We fixed it.

NPS/CSAT support for Instagram DM conversations

Customer feedback (NPS/CSAT) surveys are now supported for Instagram Direct Message conversations. 

You can create a NPS/CSAT rule for Instagram the same way you’d create any other NPS/CSAT rule, using either Custom or Smart View settings.

Try our walkthrough on creating a survey rule for Instagram DMs:

Here's an interactive tutorial

https://www.iorad.com/player/1861353/Creating-an-Instagram-NPS-CSAT-Survey?iframeHash=trysteps-1

When the defined conditions are met, the survey is sent to the customer via Instagram direct message:

Learn more about NPS/CSAT Customer Feedback surveys.

Create and edit personal Response Templates in user profiles

The previous Khoros Care release included several Response Template enhancements. With this release, we’ve added the ability for agents to create and modify personal response templates directly from their user profile settings.

Previously, agents could only create a personal response template by accessing the Templates tab below the author profile while viewing a conversation:

When using this method, time spent creating the response template was attributed to the conversation handle time for the conversation in view, thereby potentially skewing an agent’s metrics.

To prevent this impact, agents can now do the following to manage personal response templates:

1. Click the user profile icon in the upper-right corner of the screen, then click Profile Settings.
   
2. In the User Profile pop-up window, click the new Templates tab.
   
3. Add a new response by clicking + New Response Template, or click the pencil icon next to an existing template to edit it.
4. Use the editing panel that appears on the right side of the screen to create the response template.
5. Click Save.

The new personal response template appears immediately in the Templates tab of the User Profile:

It also appears in the Templates tab below the author profile in conversations: 

Note: In order for agents to add personal response templates from either location, you must enable Allow agents to create personal Response Templates under Care Settings > General Settings > Response Options.

 

Learn more about Response Templates.

Support for WhatsApp message deletion in Khoros Care

In cases where a conversation includes personal or sensitive information, it’s often appropriate to delete specific posts to prevent that information from being stored in Khoros Care. With this release, we’ve added the ability to allow agents to delete individual WhatsApp messages from a conversation.

Note: WhatsApp messages are only deleted from the Khoros Care platform. At this time, the WhatsApp API does not provide the ability to delete messages from the native app.

Before your agents can delete WhatsApp messages from conversations, you must enable the capability to delete posts for the relevant integration. 

To enable agents to delete WhatsApp messages: 

1. Sign in to Khoros Care as an Admin. 
2. Go to Care Settings >  Integrations > Source Integrations. 
3. Find the WhatsApp integration you want to modify and click Edit. 
4. Under Moderator Actions, select Allow agents to delete posts and private messages.
   
5. Click Done Editing. 

Now, when agents are working a WhatsApp conversation, they can delete a message by opening the moderation options menu for the relevant post and clicking Delete. 

Improved user experience for Twitter conversation Quick Requests

We’ve improved the contextual feedback agents see when sending Quick Requests in Twitter conversations. 

Previously, when an agent selected one of the available Quick Request types and clicked Request, there was no indication that the request was being processed. Agents were able to click additional requests before the initial request had finished processing, which sometimes led to the subsequent requests failing. 

With this release, we’ve added a contextual feedback message indicating that the request is being sent. During this processing period of a few seconds, agents are blocked from submitting additional requests:

Engagement Manager Enhancements

Social Actions for Posts

You can now perform social actions for the posts while scrolling through the feeds in the Post column. The improved Engagement Manager functionality provides you the following social action options without having to open the Conversation Panel:

• Add or remove Kudos for community posts
• Like or unlike a Facebook post
• Mark or unmark a tweet as Favorite
• Retweet `

For more information, see Perform social actions from Engagement Manager. 

You found it. We fixed it.

• Resolved an issue that prevented those with the Rules-Admin user type from viewing previously created Welcome Responses and NPS/CSAT feedback definitions.
• Previously, in circumstances where multiple author posts and agent responses were involved in a conversation, subsequent TAR was being calculated based on the last author post made before the first agent reply instead of the earliest author post made after the first agent reply. This issue has been resolved.
• An issue that prevented agents from being able to reply to LinkedIn conversations containing videos has been resolved. Additionally, agent responses to comments are now being displayed as properly nested on LinkedIn. 
• Engagement Manager users could create a Smart View column even if the Conversation Status (Open or Closed) was deselected. The Save option is now disabled until the conversation status is selected. 
• Earlier, the Manage page froze, if the agents tried to access posts from a work queue that was not assigned to them. We have now fixed the Allow Read-Only settings to display the following results:
• Allow Read-Only option enabled- The agents will be able to see the conversations and posts in the read-only mode. 
• Allow Read-Only option disabled- For the conversation view, the agents will not be able to see conversations. For post view, the agents will be able to see the posts in the Post column. However, if they attempt to open the conversation panel, an error message will appear.