SheetalK
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Joined 13 years ago
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Re: Khoros Care v25.04.1 Release Notes
qweencass thanks for reaching out. I have check on our internal tracking ticket, and I see an update from today where Support was able to get on a call to further troubleshoot this issue. From the notes, it appears that the issue was identified as a security check (some type of popup) that was in place from your IT team, and the users had to explicitly allow external website access, which was the root cause. Once the users has provided the necessary permissions, it was confirmed that the images were loading and viewable for the affected agents. Please check with your team and let us know if there are any other concerns, and our Support team will be able to help further to ensure continued use of the platform.147ViewsSign in to react to this post0CommentsRe: Khoros Care v25.04.1 Release Notes
hl_wang thanks for checking in for the issue you are facing. We have had a few other customer report the same issue that you are encountering with images. The issue is in the current sprint (development cycle) and is being investigated by our engineering team to identify and fix the root cause, so we expect to have an update on this soon. Support will be able to provide information to you once the internal tracking ticket has additional details and a resolution. We appreciate your patience, thank you!ViewsSign in to react to this postCommentsRe: Khoros Care v24.12.1 Release Notes
LoriCastillo thanks for checking on this. You are correct that it is not a team setting, and as such, the approval settings shouldn't be applicable. Since you are consistently not seeing that option across all agents, and it was previous working as expected, there is a possibility of some issue that will need to be chased down. We are already looking internally as a quick validation check, but in the meantime, please file a case with Khoros Support for tracking and let them know that we had this discussion here so it can be tied to the same work effort.ViewsSign in to react to this postComment- ViewsSign in to react to this postComments
Re: Khoros Care API to add users or update user roles
kevinmujuru77 appreciate the clarification. Unfortunately, we do not provide any user management APis at this time. The recommended approach, especially if you are integrating with WFM tool, is to consider setting up SSO which will then allow you to do the user management, including ensuring that accounts are properly disabled if a user is no longer authorized for access.ViewsSign in to react to this postCommentsRe: Khoros Care API to add users or update user roles
kevinmujuru77 Currently, we do not have a public API for adding (or updating) users. Our SAML-based SSO authentication flow is designed to create and update users based on information from the IdP as part of the login process. Can you provide some more context into your use case for creating and updating users via API?ViewsSign in to react to this postCommentsUpcoming Deprecation of Facebook Data Field
What’s Happening? Meta (Facebook’s parent company) notified us that they will be removing support for the limited-use business token data field in Facebook APIs that was available to a select number of partners, including Khoros. Partners have until December 31, 2021 to stop using the data field or risk having API failures. Khoros plans to discontinue use of this field by December 15, 2021. What Does this Mean for You? Today, in both our Marketing and Care products, we use the limited-use business token data field I to identify when the same user (despite potentially different unique IDs) interacts across multiple of a customer's Facebook pages. In doing so, customers have the ability to map out a user's interaction history across any of their pages. Khoros uses the business token data field in the Facebook integration for our Care and Marketing platform in order to map a single user who interacts with multiple Facebook Pages owned by the same brand. This allows us to provide your agents the ability to view related conversations by the same user across all Pages for the brand. With the removal of this data field from the APIs, we are no longer able to relate conversations from the same user across different Pages because Facebook APIs provide a unique user ID (called Page Scoped IDs, or PSIDs in short) for each Page where the user interacts. As such, there is no way to reconcile these unique IDs back to the same user. Once the change goes into effect, we will no longer be able to show conversations by the user from different Pages as related conversation history in our UI. Note that this impacts only new users, those that have not previously contacted you, and content posted to new Pages. Existing users that were already mapped using the data field will not be affected. Also, any conversations by a user on a single Page will still be properly identified as related by virtue of the unique PSID for that user corresponding to that Page. What are Next Steps? We understand that this change might impact the way your agents interact with the Facebook users within the Khoros platform, depending on the number of users that regularly interact with multiple pages of yours. While we cannot change the fact that Meta is removing the data field from the APIs, we welcome your feedback on the impact that this will have on your operations, so that we can share it back with Meta. We also encourage you to share the same with your Facebook representative. As always, we are here to advocate on your behalf for solutions that meet your needs.ViewsSign in to react to this postCommentUpdate on Khoros Rebranding and Agent UI Refresh
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 Fewer gradients Cleaner buttons 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.ViewsSign in to react to this postCommentsImportant Update: Facebook Business Manager Requiring Two-Factor Authentication
What change is Facebook making? Facebook is rolling out Two-Factor Authentication (2FAC) as a requirement for Facebook Business Manager starting on Tuesday, May 19th. Is there any impact to Khoros Care when this happens? Your Facebook and Instagram accounts will continue to remain authenticated inside Khoros and all content will continue to be retrieved and made available. However, the Facebook Business Manager users who have authenticated accounts into Khoros will also need to enable Two-Factor Authentication (2FAC) on their personal Facebook accounts if they have not done so already in order to avoid any disruption in responding or other normal activities inside our platform. Immediate Action Item for Brands once your Facebook Business Manager 2FAC is enabled: Require any Khoros Admin users who have authenticated one or more Facebook Pages or Instagram Business Accounts in Khoros to enable 2FAC for their personal Facebook accounts to avoid any Khoros service disruption. If you run into any errors that you cannot resolve through this process or have additional questions please contact Support through the Case PortalViewsSign in to react to this postComments
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