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.

• New Features
• Agent View accessibility update
• Brand Messenger Modern Chat widget preview
• Change Log: See when a Smart View has been updated
• Event Delivery: Share Change Log information
• WhatsApp Cloud updates
• You found it. We fixed it.
• Care
• Manage View

New Features

Agent View accessibility update

To maintain a11y compliance in Agent View, we have improved accessibility for the Suggested Knowledge Base Articles section below the response field. Agents can now press the Tab key to navigate among the tabs in this section and press the Enter key or the Spacebar to select a tab.

Brand Messenger Modern Chat widget preview

The Brand Messenger Modern Chat Preview pane has been updated to more accurately reflect the appearance of the widget.

Learn more about Brand Messenger.

Change Log: See when a Smart View has been updated

Admins can now use the Change Log to see when a particular Smart View has been added, edited, or deleted.

Learn more about the Change Log.

Event Delivery: Share Change Log information

Admins can now use the Event Delivery feature to share Change Log information with third-party management systems.

To share Change Log information with third-party management systems:

1. Sign in to Care as an admin and go to Settings > Integrations > Event Delivery.
2. Click + New Endpoint.
   
3. Enter a Name for the endpoint.
4. From the Event drop-down menu, select Change Log.
5. Enter a URL Endpoint to indicate where to send event notifications. Ensure that you include https:// in the URL.
6. Enter an API Key that can be used to identify Care as the sender of the notifications.
7. Enter an API Secret key that can be used to authenticate Care as the sender of the notifications.
8. Enter a Notification Email address to be used in the event of an automation failure.
9. Click Save.
   Note: In this area, you can also delete the endpoint by clicking Delete.
   
   The newly created endpoint is displayed in the list on the Event Delivery page and is deactivated by default. To activate the endpoint, turn on the toggle in the Active column.

Learn more about Event Delivery.

WhatsApp Cloud updates

• When a brand has more than one WhatsApp Cloud integrated with Care and a user contacts the brand on WhatsApp, only one WhatsApp source tag is now applied to the conversation. If the same user then contacts the brand on a different WhatsApp number, a new conversation is created for that number.
• The WhatsApp Cloud API has begun providing support for Reactions that are not supported yet in Care. Previously, Reaction posts in Care showed “Unsupported Message Type,” so until these Reactions are supported in Care, these posts are no longer displayed to avoid excessive “Unsupported Message Type” posts.

You found it. We fixed it.

Care

• We corrected an issue in which template text was being sent as a “parameter,” which caused errors when sending templates even when the templates were valid.

Manage View

• Older inactive community posts were appearing in Care even if no material action had been taken. This has been corrected.
• An issue that caused bulk actions to appear to freeze has been corrected.
• When certain emojis were not recognized, the “emojis only” tag was not added in applicable cases. This has been corrected.
• Khoros Marketing tags were not being displayed in Manage View. This has been corrected. 

Note: With this update, Khoros Marketing tags can be displayed as well as added or removed with Manage View’s bulk tools.