About SheetalK

SheetalK · ‎05-18-2020

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 Portal

SheetalK · ‎03-05-2020

@Louiz_Q the new policy allows no messages after the 7-day window has passed. So, the survey timeframe will need to within the 7 days, otherwise the survey will fail to send. We have found that most customers generally have a shorter timeframe for closing a conversation (usually 24-48 hours) if the user hasn't responded to the last message from the agent. Does your current process have a long (> 7 days) wait before a conversation is closed?

SheetalK · ‎03-05-2020

@EricFe With the policy now in effect, you will indeed see an error message if the message is attempted to be sent outside (beyond) the 7-day window: We are working on improving the user experience around this, and as @AdamCo noted earlier, we will update the UI to provide the messaging pre-emptively (as is done with WhatsApp's 24-hour window), instead of a post-action error.

SheetalK · ‎03-04-2020

@cherry_teja80 You have probably also received a response from our Support team for the question you sent to them, but just to ensure you have the information - you can reach our Sales team and request a demo for the product and get additional questions specific to your needs addressed.

SheetalK · ‎02-28-2020

@cherry_teja80 WhatsApp integration is supported as part of our Care platform. Within that platform, we provide access to all content, both within the console for an agent as well as ability to extract the content via reporting. There are various integration options for external connectivity to other platforms. We recommend you contact your account team for more details about the platform overall, as well as specific integration capabilities.

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Important Update: Facebook Business Manager Requiring Two-Factor Authentication

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