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
WhatsApp CSAT survey improvements
With this release, we’ve made improvements to CSAT survey capabilities for the WhatsApp network.
CSAT surveys are configured to be sent to the customer once specific conversation conditions (such as network, source, and Close Disposition) are met. Previously, WhatsApp CSAT surveys were only supported in a plain text format, due to WhatsApp limitations. We are now able to use a “list message” format that allows for a better formatted experience for your customers.
The previous version of the WhatsApp CSAT survey interaction looked like this:
The new list message version provides a more user-friendly and professional-looking experience:
Survey prompt translation fix
This change has also enabled us to improve language localization of certain WhatsApp CSAT survey text strings.
When creating a survey, you have the option to create a custom CSAT question with translations for supported languages. Khoros Care uses browser language detection to identify and then send the correct custom language variant.
When limited to WhatsApp’s plain text format, we were unable to customize the network’s native prompt at the end of CSAT surveys that read: “You can say: 1, 2, 3, 4, 5”. Even when a custom question translation was triggered, this portion of the survey prompt displayed in English. By using WhatsApp’s new “list message” format, we ensure that all text within the survey prompt now uses the appropriate localized language.
Note: At this time, the above improvements apply only to WhatsApp CSAT surveys. Similar improvements to WhatsApp NPS surveys will be implemented at a future date.
Default Moderation Handle
You can now select a default moderation handle for an integrated Khoros community. This default moderation handle is used while moderating and replying to a post in the Moderation column.
The default moderation handle specifies which handle is to be used when moderating a Khoros Community. Whether the moderator has single or multiple handles mapped with a Khoros Response ID, the default handle overrides when moderating and acting within the associated Khoros community. In the case of multiple communities, the moderators must select a default moderation handle for each community.
The default handle is automatically populated in the conversation panel when moderating Khoros community posts. When responding in the conversation panel, you can change the default handle to use from the Handle Selection drop-down menu.
Learn more about Community Moderation.
