Overview

Use this article when a Khoros Care admin changes Who can respond with this account to Specific Work Queues on a Source Integration, saves the change, and then finds that the setting does not stay saved after refreshing the page or reopening the integration.

This problem is usually not caused by the Work Queue selection itself. Source Integration response permissions depend on the source account's authentication state. If the source's authentication is invalid, missing, or disconnected, Care may still show the integration in the list, but it might not be able to keep new response-permission settings attached to that integration.

The goal is to refresh the source's authentication cleanly, then reapply the Work Queue restriction. In some cases, a normal Reconnect is enough. In other cases, the integration must be deleted and recreated so Care can build a fresh authenticated Source Integration record.

Prerequisites

• A Khoros Care account with admin access to Settings > Integrations > Source Integrations.
• The correct native account credentials for the source you are reconnecting or recreating, such as the correct YouTube, TikTok, Threads, Apple App Store, Instagram, Facebook, or other provider account.
• Provider-side permissions for the account or channel you are adding. If you sign in with an account that cannot manage the native channel, the channel may not appear during the authorization flow.
• A list of the Work Queues that should be allowed to respond with the source account.
• If you might delete the integration, a record of the current integration settings before you remove it. Record the source name, response-permission setting, selected Work Queues, preference settings, moderation settings, publishing/responding usage, and whether the integration is turned on.

Confirm the symptom

1. Sign in to Khoros Care as an admin.
2. Go to Settings > Integrations > Source Integrations.
3. Find the affected source and select the Edit pencil icon to expand its settings.
4. Under Who can respond with this account, select Specific Work Queues.
5. Select the Work Queues that should be allowed to respond with the source account.
6. Select the Done Editing checkmark or save control for the integration.
7. Refresh the page, then reopen the same integration.
8. Confirm whether Specific Work Queues and the selected Work Queues are still shown.

If the setting reverts to All, the selected queues disappear, or the UI otherwise does not show the configuration you saved, continue with the authentication checks below.

Why this check matters: A one-time missed click or unsaved form looks similar to this issue. Refreshing and reopening the same integration confirms that the problem is persistence, not only an unsaved page state.

Check the Source Integration authentication state

1. Stay on Settings > Integrations > Source Integrations.
2. Look near the top of the page for an error banner such as There was an error connecting to the following accounts.
3. Look for warning indicators next to Source Integrations in the left navigation or next to the affected source in the integration list.
4. Open the affected source and check whether the source displays an authentication warning, a Reconnect button, Token is invalid, Authentication Token: Missing, or a similar connection-status message.

Why this check matters: The Specific Work Queues setting tells Care which Work Queues are allowed to use a particular authenticated source account. If the authentication state is broken, Care may not be able to keep the Work Queue access settings connected to that source. The integration can still appear in the list because the integration record exists, even when the authentication behind it needs to be refreshed.

Do not rely on the integration toggle alone. Turning an integration off and back on is not the same as re-authenticating the source. If the account authentication is invalid or missing, use Reconnect or recreate the integration instead.

Choose Reconnect or Delete and Recreate

Reconnect the Source Integration

1. Go to Settings > Integrations > Source Integrations.
2. Find the affected source.
3. If the source appears in the error banner at the top of the page, select Reconnect from that row. If the source is not in the banner, select the Edit pencil icon for the source and select Reconnect from the expanded settings, if the option is available.
4. Complete the provider authorization flow using the correct native account.
5. After the authorization flow returns you to Care, reopen the integration.
6. Set Who can respond with this account to Specific Work Queues.
7. Select the required Work Queues.
8. Select the Done Editing checkmark or save control.
9. Refresh the page and confirm the Work Queue selection still appears.

Why this works: Reconnect refreshes the provider authorization for the source. Once the source has valid authorization again, Care can keep the response-permission settings associated with that source.

What can go wrong: If you authenticate with the wrong native account, you can reconnect the Care source to the wrong provider account. Always confirm that the provider account you sign in with is the same account or channel represented by the Source Integration you are fixing.

For more detail about the reconnect flow, see Reconnecting a source.

Delete and recreate the Source Integration

Use this path when reconnect is unavailable, reconnect does not resolve the persistence problem, the source has a missing authentication token, or Support advises that the source must be recreated.

1. Go to Settings > Integrations > Source Integrations.
2. Find the affected source and select the Edit pencil icon.
3. Record the current configuration before deleting anything. Include the source name, selected Work Queues, preferences, moderation options, publishing/responding usage, and whether the integration is on or off.
4. Select the Delete trash icon for the affected source.
5. Return to the Source Integrations page.
6. Select the icon for the same source type, such as YouTube, TikTok, Threads, Apple App Store, Instagram, Facebook, or another provider.
7. Start the provider sign-in flow.
8. Sign in with the correct native account and authorize Khoros Care.
9. When the new integration appears in the Source Integrations list, select the Edit pencil icon.
10. Reapply the configuration you recorded before deletion.
11. Under Who can respond with this account, select Specific Work Queues and select the required Work Queues.
12. Select the Done Editing checkmark or save control.
13. Use the integration toggle to turn the integration on, if it is not already on.
14. Refresh the page and confirm the setting still persists.

Why this works: Deleting and recreating the Source Integration forces a new provider authorization flow. That gives Care a fresh authenticated source record instead of trying to keep using a source whose authentication record is missing or no longer usable.

What can go wrong: If you delete the source without documenting its configuration, you may lose the exact queue, moderation, and usage settings that need to be restored. If you re-add the source with the wrong native account, the expected channel might not appear or the recreated source might represent the wrong provider account.

For source-specific setup instructions, see Integrate Care with different sources. The following source-specific articles are also useful when recreating sources involved in this issue:

• Integrate Care with YouTube
• Integrate Care with TikTok
• Integrate Care with Meta Threads

Verify the fix

1. Open the recreated or reconnected source in Settings > Integrations > Source Integrations.
2. Confirm Who can respond with this account is set to Specific Work Queues.
3. Confirm the expected Work Queues are selected.
4. Refresh the page.
5. Open the same source again and confirm the setting still shows Specific Work Queues with the expected Work Queues selected.
6. In the Agent view, test with a conversation routed to an allowed Work Queue and confirm the intended agents can respond with the source account.
7. Test with a conversation or user outside the allowed Work Queues, if your process permits, and confirm the source account is not offered where it should not be available.

Why this verification matters: The admin page check confirms that the configuration persists. The Agent view check confirms that the saved configuration produces the intended response-permission behavior.

When to contact Support

Contact Support if any of the following are true:

• The Work Queue setting still reverts after you reconnect or delete and recreate the source.
• You have many integrations and cannot tell which source accounts need fresh authentication.
• The source appears connected, but affected agents still cannot respond after the Work Queue setting persists.
• You cannot re-add the expected provider account or channel during the authorization flow.

Include the following information so Support can investigate without asking for the same details again:

• The Khoros Care instance URL.
• The source type, such as YouTube, TikTok, Threads, Apple App Store, Instagram, Facebook, or another provider.
• The exact Source Integration name shown in Care.
• The exact Work Queues that should be selected.
• Whether you tried Reconnect, delete/recreate, or both.
• Whether the source shows an error banner, Reconnect, Token is invalid, Authentication Token: Missing, or another message.
• The step where the provider authorization flow fails, if you cannot re-add the source.

<supportagent>

If a customer reports this symptom across multiple source integrations, do not rely only on visible UI error banners. Review whether the affected Source Integrations have invalid or missing authentication records. Use the same action mapping in the customer-facing article: invalid authorization usually starts with Reconnect; a missing/orphaned authentication record usually requires delete and recreate with the correct native account. Do not expose database table names, internal IDs, internal tracking links, or raw audit exports to the customer.

</supportagent>

Frequently asked questions

1. Why does the integration still appear connected if the Work Queue setting will not save?
   The integration record can still appear in the Source Integrations list even when its authentication needs attention. The visible row tells you the source exists in Care; it does not always prove the source has a usable current authorization for every action.
2. Should I temporarily switch the source to All so agents can respond?
   Only do this if your organization approves the access change. All allows all eligible agents to respond with the source account, while Specific Work Queues limits the source to selected queues. Switching to All can broaden response access beyond the intended teams.
3. Why not just turn the integration off and back on?
   The on/off toggle controls whether the integration is enabled. It does not necessarily refresh provider authorization. If the authentication is invalid or missing, use Reconnect or delete and recreate the source.
4. Why do I need to record the current configuration before deletion?
   Deleting an integration removes the configuration you are about to rebuild. Documenting the setup lets you restore Work Queue permissions, preferences, moderation options, and usage settings accurately after the new authorization is created.
5. What should I do if the provider account does not appear while I am re-adding the source?
   Confirm that you are signing in with the correct native provider account and that the account has permission to manage the channel you want to add. If the expected channel still does not appear, contact your internal channel owner first, then contact Support with the exact source type, channel name, and the step where the flow stops.