@actaylor1 - the survey workflow is designed so that the responses (including the score) are associated with the conversations for which they were sent, but they are not directly visible in the conversation in order to avoid surfacing the information to agents as well as minimizing any cherrypicking for sending surveys only for certain conversations. As @SydeSa explained, the survey data is available through various widget in Analytics for users with the appropriate privileges to view it.
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We’re excited to announce that Instagram has made changes to their API in recent weeks that allow us to thread public comments and replies (nested below comments) in Khoros Care similar to how they appear in the native Instagram app. We know that not being able to visualize Instagram comments and replies with hierarchy was the source of a lot of frustration in the past, and our Channel Alliances team at Khoros (@AmyO and @AliciaK ) has been advocating on your behalf for this API change now for over a year. We hope that this will further unlock your work on the Instagram platform inside our products.
Why this matters / what’s changing: We can now show you threaded (or nested) comments and replies in the platform so that you have full context on what users are talking about. Previously, it was very difficult to respond without having the context on the full conversation. It also means that any responses will be nested in the right place as well… no more Instagram faux-pas. Hurrah!!
Here is an example of a threaded conversation in Instagram native app, and how it is rendered in Khoros Care for the agent.
Note: The update is live in Khoros Care as of November 11, 2021, no other action is required on your part to take advantage of the new functionality, and all new conversations are being created with the proper context on the hierarchy .
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On October 5th, Instagram Business Team announced that they are combining long-format videos (previously categorized as IGTV) and the traditional short format videos into a single category identified as Instagram Videos. This change is being rolled out on an incremental basis across their entire user base. Please visit Instagram’s announcement to learn more about Instagram Videos.
What does this mean for your work inside of Khoros Care?
Until now, we have provided the IGTV categorization to you as metadata that enabled you to create tag rules and apply tags to identify the IGTV content separately for operationalization and reporting, if you wished to do so.
As the Instagram Videos change takes effect, their APIs will no longer provide us with the distinct IGTV categorization for new videos, although all existing IGTV videos will continue to have the metadata as that information is still available via the APIs. As a result of the API change, we will no longer be able to provide the corresponding metadata for new videos, even if they are long format and would have previously been categorized as IGTV.
If you have any workflows or processes that are dependent on the IGTV categorization and identification, we recommend that you review those and update as necessary to ensure that the lack of such identification will not adversely affect your operations.
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Effective immediately, we have improved our data ingestion capabilities with YouTube to remove several restrictions that were previously in place. Until now, we restricted comment fetching to videos that were published in the last 30 days, or the last 100 published videos – whichever applied first.
With the latest improvements, we've removed restrictions around video age for fetching comments. Any new comments on a video will be available in Khoros Care, regardless of the video’s publication date (age). This allows you to moderate and engage with the latest messages from your customers, even when the responses are on older videos. Along with this improvement, we now also ensure that comments on unlisted videos are fetched into the platform; as with public videos , any new comments, regardless of the age of the video, will be available for agents to respond to. Private videos and comments are not available via the YouTube API.
YouTube also allows hierarchical replies to individual comments, where users can reply in the context of the comment itself rather than the top-level video. Due to current YouTube API limitations, these replies must be fetched separately for each individual comment. In order to manage the available API rate limits, we currently fetch replies on comments that were posted within the last 30 days. We’ll continue to monitor usage in order to evaluate extending this time window to longer than 30 days, and will announce any enhancements as they become available.
The updates are already live, and no further action is required on your part to take advantage of these improvements . Please review our documentation for YouTube integration to learn how you can integrate and manage this channel via Khoros Care.
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@stephmel - sorry about the permissions issue, you should have access to those docs. I am going to request @AdrianM and/or @SkyeF to help get this sorted out ASAP so you can see those (and all other) docs).
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