DaveGal
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Joined 7 years ago
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Deleting Native Posts using Social Marketing
Now Available: Delete Native Posts What is this? You now have the ability to delete posts natively from within Khoros, without having to navigate to the network. What networks and content types can I delete natively from Khoros? Deleting posts are supported in the following channels and content types: Facebook - post, image and video Twitter - post and Image VK - post, image and video YouTube - video Weibo - post, image and video When would I use this? This feature is helpful when you need to delete a post from the network, but you still need governance in place and a record of the actions. This sounds great! Where can I find it? If you have a published post that you would like to delete, locate it in the calendar and click on it to open the Side Panel. In the overflow menu, you will find a new option that says “Delete from Native Channel”. To delete the post natively, click on the “Delete from Native Channel” option. You will be asked to confirm that you approve this action. If you confirm, click “Delete”. You will receive a success message to confirm that we received your request, and your post will be deleted natively in a short period of time. Once the post has been deleted, this information will be reflected in the Side Panel. You can see when the post was originally published, and also the date it was deleted. Under the Account, you can see the status for each account. There will be some instances where we cannot delete the post from every channel due to API limitations. When this happens, we will delete the post on all of the channels where an API is available, and we will show the status as Partially Deleted. If the post fails to delete for any reason, an error will display in the Side Panel, and we will notify you of the error via email. To delete any posts that were not deleted, you are still able to click on the “Go to Native Post” icon to delete it manually. Things to Note: If you do not have the correct permissions, or if the network does not support deletions via their API, then this link will be greyed out and disabled. We have also updated the previous “Delete” action to say “Delete from Khoros”. This feature deletes the post from the Calendar, but not from the network. This feature allows you to delete all of the posts in the Post Group. If you would like to delete only one post in the group, navigate to it using the “Go to Native Post” icon to delete it natively. What will happen to my post after it is deleted? Once you delete your post, it will no longer be available on the network. Your previous analytics will still exist, but we will not collect more analytics. You will still be able to see the post within the calendar for reference and auditing purposes. Does every user have access to this feature? Users will need "Full Access" for the Delete section in Publishing Roles to be able to access this feature.523ViewsSign in to react to this post0CommentsNow Available: Custom Metrics
Now Available: Custom Defined Metrics What is this? Within Khoros Marketing Analytics, customers now have the ability to create their own custom metrics! When would I use this? Do you ever find yourself wishing that you could recalculate Engagement? Does your company have a specific formula you use to calculate a metric? Starting today, you can now calculate metrics in ways that make sense for you. This sounds great! Where can I find it? If you have Full Access to Analytics, you can build your own custom metrics within Khoros Marketing Analytics. From the Analytics dropdown, choose Custom Metrics. Click the Create Custom Metric button. Create a new metric by giving it a name and a description. Select the type of metric that you would like to create: ad, organic post, or account metric. Notice that you cannot combine metric types. We have prevented this, as do many analytics tools, to prevent you from trying to combine apples with oranges. Create your calculation by selecting metrics and defining your order of operations. You can select a metric by typing the name of the metric or selecting it from the searchable and filtered list. Determine if you would like your metric to be displayed as a percentage, number, or currency. Click the Create button to save the custom metric. Who has access to the new metrics and widgets? Anyone can use a custom metric that has been created, but only roles with Full Access to Analytics can create a custom metric. You can only edit and delete custom metrics that you have created. Where can I use these metrics in my reporting? The metrics can be found in Data Exports. We will follow up with adding Custom Metrics to the dashboards and widgets, but we wanted to put this in your hands as quickly as possible to use and provide feedback. What else do I need to know? We have limited the number of custom metrics that you can create to 10 custom metrics. Within each custom metric, you can include up to 20 metrics. We hope that these limits help you keep your data clean. If you find that you are too restricted, please reach out to our Support team to have the number of available custom metrics increased. Where can I share feedback? If you already see opportunities for valuable enhancements to the feature, please share your feedback in the Marketing Idea Board in Atlas. If you have questions about functionality that the documentation does not include, you can post in the Marketing Discussion Board in Atlas or reach out to your account team who can get you answers.ViewsSign in to react to this postCommentsFacebook API Changes for EU Messaging [Now Restored]
UPDATE: We are excited to announce that as of April 13th, 2021 Facebook has restored the features that impacted Khoros customers as a result of the changes made to the Messenger API in December 2020. Please read our change log for more information. ___________________________________ Facebook announced that they will be making updates to their Messaging platforms as part of their continuing efforts to comply with new privacy rules in Europe. Beginning December 16, several Messenger and IG DM API features will no longer be available for businesses in Europe, or for people in Europe who connect with businesses globally. These API updates impact all Facebook developers and partners working with Messaging APIs. Please bookmark this Atlas post to stay up to date on how Khoros will be impacted as a result of these Facebook API changes. We will keep the blog updated with the latest information from our partners at Facebook as we have it. Please note that Khoros is working closely with Facebook to outline exactly how these changes will impact Khoros products, and leading up to December 16, we will keep this blog post regularly updated as we learn more. ______________________________________ Which conversations are impacted? ALL conversations will be impacted for: Business pages in all 27 European Union member states, Norway, Iceland, Liechtenstein and the United Kingdom Any page with an admin in Europe SOME conversations will be impacted for: Any non-EU page (when messaging with an EU User) If you are experiencing impacts as an EU page, but believe you shouldn’t be based on your business’ location, please contact [email protected] and we can help troubleshoot with Facebook. What this means for your usage of Khoros: At this time, we anticipate Facebook’s API changes will primarily impact the following features for both Khoros Care and Khoros Marketing customers: Messenger will be impacted in the following ways: User profile information, including name and avatar, may be unavailable for impacted conversations. There will be no impact to Khoros’ current ability to display threaded conversation history for customer care purposes. Now that Facebook’s changes are rolling out (as of December 16), we are continuing to investigate the full impact to user profile information, and will update this post with any new information. Impacted conversations will only display images. No other attachment types (audio, video, files, etc.) sent by the user will be displayed. Pages can continue to send images and some message templates (see list below) for impacted conversations but the templates may render only on iOS and Android mobile devices for the end user. This applies to messages sent both via automation (bots) and via human agents through Khoros. Generic Template, Button Template and Media Template will keep working as currently on Android and iOS, only web clients will be affected by the upcoming changes. URL Buttons, Postback Buttons, Call Buttons will keep working as currently on Android and iOS, only web clients will be affected by the upcoming changes. For Pages integrated with a bot using Messenger Platform’s Handover Protocol (HOP), any non text or image messages sent by the bot for an impacted conversation will not be displayed in Khoros Care or Khoros Marketing (Social Inbox) UIs. Instagram Direct will be impacted in the following ways: Impacted conversations will be able to receive only text content in direct messages. As such, story mentions, shared media messages, and any other media types sent by the user will not be available. Impacted conversations will not be able to send rich content (including media, file, like heart, etc.). Also, the ability to like a specific user message will not be possible. Change Log (updated 4.14.21): In our original assessment of the impact, we stated that User profile data on Public Facebook Page Content (visitor posts, comments, replies) would not be available for EU users. However after further clarification from Facebook, we have determined that this will not be the case. There will be no changes to our ability to display the User’s name and avatar on these public items where they are currently being shown. In their initial announcement, Facebook previously indicated that pages integrated with a bot using Messenger Platform’s Handover Protocol (HOP) would not be able to have bots pass control of the conversation to a human agent or vice versa via HOP. As of December 3rd, Facebook announced that this is no longer the case, and conversations WILL continue to be passed between a bot and a human agent via HOP. Note, HOP restrictions around any non text or image message being captured by Khoros Care and Khoros Marketing still apply (see above). In our original assessment of the impact, we stated that User profile names and avatars would not be available for impacted Messenger conversations. However, after further testing and clarification from Facebook, we have determined that user profile information may remain available. As previously stated, there will also be no impact to Khoros’ current ability to display threaded conversation history for customer care purposes. We will continue to update this post as we learn more about the availability of User profile information in Messenger (see above). Since these changes took effect, Facebook has been working to restore impacted features to full functionality. We are excited to share that Facebook is targeting to restore the main features that impact our platform within Q1 of this year. This includes bringing back IG DM functionality to receive and reply to story mentions, shared media messages, and other non-text media types. Exact timing for feature restoration is still TBD; for details on feature restoration and estimated timelines, please refer to Facebook's developer documentation. As of April 13, 2021, Facebook announced that they have restored many of the features in the Messenger API that weren’t available to businesses located or with page admins in Europe and Japan, and for people in Europe and Japan trying to connect with businesses globally. The current list of restored features should remove all privacy policy error messages from showing within Khoros, effective immediately. Based on our initial testing, we believe all features that impacted Khoros and our customers should be fully functioning. Facebook does still have additional features to restore, and will continue working on those throughout Q2. If you continue to experience any issues related to this topic, please contact [email protected]. For details on feature restoration and estimated timelines, please refer to Facebook's developer documentation. Please continue to check this blog post for updates, and please don’t hesitate to reach out to your Khoros team or [email protected] to discuss; we’re here to help you navigate these upcoming API changes from Facebook as smoothly as possible.ViewsSign in to react to this postCommentsPo.st Link Shortening Deprecation
We have been investigating issues regarding the Po.st link shortening service in our products. We have just been informed by the Po.st service brand owner (RhythmOne) that they are no longer supporting the Po.st link shortening service or related analytics. Customers that use Po.st as their link shortening option in Khoros Marketing or Khoros Care will no longer be able to authenticate Po.st accounts, any published Po.st links will no longer be shortened, and any metrics from published Po.st links will no longer update with metrics. Below you will find additional information about the process of selecting and authenticating a new link shortening service. Khoros Marketing Customers have the option of using the Khoros Bitly service as a default solution or authenticating their own Bitly or Blink/BudURL account. To learn more about how to authenticate your link shortening service, read our help article HERE. If you have additional questions or issues, please contact Support. Khoros Care Customers have the option to authenticate any of the following services: Bitly, Blink/BudURL, or Firebase. To update your link shortening service, please contact Support. You will need the API key and other information based on the shortening service selected. You can find more information on using our Case Portal to contact Support HERE. If you have issues using the Case Portal, email [email protected] with your issue and one of our Support team members will reach out to you to help resolve any questions or issues. Optional: We have an excellent partnership with BudURL/Blink link shortener and are happy to connect you with our Blink point of contact if you would like to get more information about their services.ViewsSign in to react to this postCommentsInstagram Mentions Stream Now Available
You can now add Instagram mentions to your Inbox / Care workflows in Social Marketing. The mentions stream will source all mentions of a brand in the text or comments of a post. It does not include stories or photo tags. *Remember to add the Mentions stream to any relevant customized Topic Queues or Collections. Or if you would not like to receive mentions in your Topic Queues, ensure that you are only sourcing Instagram Organic Activity (and Ads Activity) in the Rules of your Topic Queue. Learn more by visiting: Create an Instagram Mentions stream If you would like a refresher on adding streams to the Khoros Marketing Inbox, you can sign up for a Moderation Overview Coaching session HERE.ViewsSign in to react to this postCommentsScheduled Care Downtime in February
*Update as of January 15* Good news! Our engineering team worked hard to find an alternate solution to minimize the downtime required during the early February release. Because of their diligent efforts, we now estimate that it will require less than 30 minutes of downtime to complete the necessary updates. Your account team will still reach out to you with the scheduled date and time for your downtime window as soon as it is available. Please reach out to them if you have any questions. ___________________________________________ Original Post In 2018, we invested in infrastructure updates to significantly reduce planned downtime during releases, and since then we have rarely required any scheduled downtime. As we have continued to work to improve our infrastructure, we need to schedule a significant downtime (up to 3 hours) during the beginning of February. While downtime is never ideal, the purpose is to deploy an infrastructure upgrade that will even further reduce the need for downtime in the future as well as increase our ability to deliver innovative features in our product. The upgrade focuses on enhancing our data storage and access capabilities to provide much more flexibility in the future. This upgrade requires us to release on a rolling schedule during maintenance windows, the typical periods of minimal traffic. Your account team will reach out to you directly to confirm your scheduled date and time for downtime as soon as it is available. Because this planned downtime is more substantial than planned downtime in the past, we want to provide a comprehensive communication plan. In addition to the blog post, your account team will be reaching out to you with initial information (including the specific date and time of your scheduled downtime window when it is available). We will provide in-app notifications to remind you about the upcoming downtime, as well as additional in-app notifications tailored for your account based on your downtime window. Finally, we will also provide in-app notifications to remind all active users in Khoros Care immediately prior to the downtime taking place, as well as updating our Status Page with information. If you have any questions or concerns, please reach out to your account team. We thank you for your patience and flexibility with this upcoming downtime.ViewsSign in to react to this postCommentsPo.st Link Shortening Deprecation
We have been investigating issues regarding the Po.st link shortening service in our products. We have just been informed by the Po.st service brand owner (RhythmOne) that they are no longer supporting the Po.st link shortening service or related analytics. Customers that use Po.st as their link shortening option in Khoros Marketing or Khoros Care will no longer be able to authenticate Po.st accounts, any published Po.st links will no longer be shortened, and any metrics from published Po.st links will no longer update with metrics. Below you will find additional information on the process of selecting and authenticating a new link shortening service. Khoros Marketing Customers have the option of using the Khoros Bitly service as a default solution or authenticating their own Bitly or Blink/BudURL account. To learn more about how to authenticate your link shortening service, read our help article HERE. If you have additional questions or issues, please contact Support. Khoros Care Customers have the option to authenticate any of the following services: Bitly, Blink/BudURL, or Firebase. To update your link shortening service, please contact Support. You will need the API key and other information based on the shortening service selected. You can find more information on using our Case Portal to contact Support HERE. If you have issues using the Case Portal, email [email protected] with your issue and one of our Support team members will reach out to you to help resolve any questions or issues. Optional: We have an excellent partnership with BudURL/Blink link shortener and are happy to connect you with our Blink point of contact if you would like to get more information about their services.ViewsSign in to react to this postCommentsCustomer Feedback (NPS/CSAT) is Available!
We are excited to launch NPS/CSAT Customer Feedback for Khoros Care. This feature allows brands to survey customers to quickly assess quality of service at the conclusion of a conversation. These prompts for feedback are sent directly in-channel, which means that the customer is not taken to an external website for feedback. Easier participation typically equates to higher response rates. In our Early Access program, we saw response rates trend as high as 80% for some brands! This is a great opportunity to supplement your current feedback strategies. Customer feedback can be used with Facebook Messenger, Khoros Brand Messenger, Apple Business Chat, or SMS. The powerful customization options allows admins to create feedback rules that will trigger the survey based on your criteria as well as create custom questions. In Analytics, customer feedback is captured and made available on your shared dashboards and monitor walls. Review our documentation and start taking advantage of this feature today!ViewsSign in to react to this postCommentsRe: Schedule the Deletion of Posts: Now Available!
NickyTexeira - When deleting the native post using Khoros, you will still see a card in the calendar for the post (displaying the deleted status). We will also show any metrics in analytics that were captured up to the time of the deletion. Feel free to check out this article if you want to review this functionality in more depth!ViewsSign in to react to this postComments
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