@shawniko The silver status (and other loyalty variants) are referring to custom tags as defined by the brand admin, with possible rules to apply these tags automatically, These tags are not implicitly related to the builtin concept of Priority in the platform, and their "meaning" can be whatever it is that the brand wants to assign.
Of course, the custom tags can be used to automatically assign priority to conversations based on those tags, but that is driven by the definitions for the priority levels within Account Admin.
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In early May, we announced exciting news that the user interface of Khoros Care (formerly Lithium SMM/Response) will be getting a visual refresh. Your agents will see the updated UI when they log in on Thursday morning, July 25th. We expect the update to be released to all customers during the standard update window on Wednesday evening, July 24th / Thursday early morning, July 25th, depending on your region.
Why we are making this change
While many users love the Care user experience (UX), we have gotten feedback that the interface (UI) looks a bit outdated.
We want to improve accessibility, which requires some changes like larger font sizes and AA compliant contrast for low vision.
We need to rebrand the UI from Lithium to Khoros.
What to expect
With this updated Care UI, you'll notice that the platform feels more modern, more accessible, and more aligned with our new Khoros branding. However, the changes are light, visual enhancements (details below), and will absolutely not change the UX layout or disrupt agent workflows.
These are the specific enhancements you will see in the updated Care UI (full screen preview here) on July 25th:
Slightly larger font sizes and more legible text, following AA standards
Better contrast with at least a 4.5:1 contrast ratio for text
Better accessibility, improving our overall WCAG2.0 compliance, which helps reduce eye strain for users in the platform all day
Style changes that match our Khoros brand look and feel
The navigation bar at the top will change to a darker color and display the Khoros logo
Key Takeaways The Care UI update does not change the orientation of buttons, layouts, functionality, and most importantly, efficiency (full screen preview here). Agents will simply enjoy a more modern and accessible UI, with all buttons and UI elements in the same location. There is no change to the login URLs on either .response or .app: https://customer.response.lithium.com/account/login https://customer.app.lithium.com/#/login
We hope you are as excited about these enhancements as we are! If you have feedback on these changes, we would love to hear it.
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