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
• Instagram integration moderation actions
• New conversations created for Secure Form responses
• Manage View
• Author Email Address

New Features

Instagram integration moderation actions

The Allow agents to hide / unhide posts, comments and replies moderation option for Instagram integrations now applies only to third-party comments and replies—not to brand comments and replies. This means that when an agent hides a third party's post in Care, the brand's reply to that post is not marked as hidden in Care. However, after an agent takes this action, both the third party's post and the brand's reply are hidden natively in Instagram.

New conversations created for Secure Form responses

When a customer responds to a Secure Form after the assigned agent has already closed the associated conversation, a new conversation is now created for that response and is automatically assigned to the same agent. This ensures that the agent is notified of the response and can view it without locating the original conversation.

Manage View

Author Email Address

You can now view a Khoros Community member’s verified email address in the Author Profile. This email address is displayed below the member's community handle and the community summary. As a Khoros Care agent, you can copy the email address and paste it into the Customer Relationship Manager (CRM) to link support cases.

Note that community members have the option to opt out of receiving emails, either by selecting the Don't email me checkbox or by unsubscribing using a link from a prior-sent email. In case the author doesn't want to receive email, their community email address is grayed out and cannot be copied.

Learn more about the Author Profile.