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Khoros Care Maintenance Downtime | How to I ensure all bot customers get a reply? (Smart View Option)
While we try to avoid downtime wherever possible, sometimes it's necessary to upgrade our servers to ensure the security and accessibility of your data. In the unlikely event that customers get 'stuck' in the bot holding queue, please perform these actions:
Sebastian Richter
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3 minutes
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Log in to Khoros Care
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Navigate to Settings.
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Click "Admin"
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Click "Smart Views"
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Click "New Smart View"
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Give your Smart View a name, such as 'Care Downtime'
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Toggle on the Conversation and Author Tag Rule.
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Click + under Exclude These.
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Exclude "Bot Response" tag
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Toggle on Work Queues Rule.
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Select your "Bot Holding Queue" (May have been named something else!)
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Click "Save Changes"
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Click "Manage"
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Click "New Column"
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Click "Smart View".
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Select the Smart View you have just created
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Only show Open Conversations by clicking on 'Closed'
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Click "Save"
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Confirm the date range filter covers the period concerned. Click the blue bar if you need to adjust.
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