Agent user guide

LivePerson Conversational Cloud Connector for Salesforce - Agent User Guide

    LivePerson now embeds the Conversational Cloud agent workspace directly into our brands Salesforce Sales or Service Cloud, providing agents with a complete messaging experience right inside Salesforce.

    As an agent, you can now handle all of your conversations with customers across multiple messaging channels from the LivePerson agent workspace within Salesforce Sales or Service Cloud. Below are the main areas and tools you'll be using within the workspace for your daily messaging operations.

    Getting Started

    The connector for Salesforce is currently available as an Early Access Program solution. If you are interested in enabling this for your brand, please complete the steps detailed below and contact your customer success manager for additional support with the setup. 

    Login to your Workspace 

    In the bottom right corner of the Sales or Service Console, you can access the LivePerson embedded UI by clicking on “LivePerson” and by entering your LivePerson login credentials.

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    Salesforce connector - workspace

    Active Conversations

    The Active conversations list includes all of the recent conversations that were assigned to you, including conversations that were recently closed. You can work through your Active Conversations list from the top down, and narrow down the conversations to show ongoing conversations, overdue conversations, idle conversations or closed conversations.  

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    Salesforce connector - active conversations list


    Dynamic conversation list

    The Active conversations list is a dynamic conversation list which is automatically sorted by SLA, otherwise known as response time. Conversations with the shortest SLA are the most urgent and are therefore sorted to the top of the list. The list updates automatically after every agent action or incoming conversation, ensuring that the most important conversations are always prioritized. This allows you to efficiently work through the conversation list by always focusing your attention on the conversation at the top of the list, rather than manually determining who to help next.

    Clicking on each conversation will allow you to read the transcript and start engaging with your customers. If you choose to click on a consumer’s name, it will open up the entire conversation and you can begin messaging.

    Conversation status and filters

    The active conversation list includes ongoing, overdue, idle, and closed conversations. You will see at the top of the list a count of how many conversations with each status are currently in your workspace. Clicking on each of the statuses will allow you to narrow down the list of conversations with the specific status. 

    You can filter conversations in the list by status:

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    Salesforce connector - Conversation status and filters

    All Conversations

    The All tab allows you to view all conversations that started within the past 13 months. The list will default to the conversations from the last 7 days and you can click on “Load more” to view additional conversations beyond 7 days. In list mode, you’ll see high-level information about each conversation. When you select a conversation from the list it will open in conversation mode where you can view the full transcript.

    Managing messaging conversations

    Beginning your shift

    When you start your shift, you should change your status to online in order to start receiving messages. To change your status, click on the top left corner to open the drop down status menu and select Online. Once you do that, conversations from the queue will be assigned to you based on their priority. If there are already existing conversations in your queue, you will see them here, in the Active conversations list.

    Warm up: staggered incoming conversations at the beginning of your shift

    Some contact centers opt to configure the ‘warm up’ function for agents. If this is enabled, the incoming conversations assigned to you at the beginning of your shift will be slower and build gradually. The warm up feature will send you one message at a time with a defined interval between the first few incoming conversations, allowing you to adjust to your shift and get into the flow of your messaging workload.

    Taking incoming conversations

    The updated Agent Workspace uses SLA to prioritize conversations on your behalf, allowing you to simply respond to the conversation at the top of the list. When you first enter the conversation list you will first see that there is no conversation selected. Click on the conversation at the top of the list to start handling conversations.

    You should always answer the conversation at the top of the list. You can also scroll manually through the list if you need to answer another conversation. When you receive incoming conversations, they will automatically be sorted into your conversation list in the order that you should answer them, based on their SLA. Also, after you respond to a conversation it will be resorted and prioritized accordingly

    Incoming message alerts

    You can now see the number of incoming conversations in the navigation bar. A notification will appear on the Agent Workspace icon indicating the number of conversations with incoming messages, and a green dot will appear on the conversation in the list that has a new incoming message.

    New Customer Interactions and Incoming Messages

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    Salesforce connector - Incoming message alerts


    Ongoing Conversation with new incoming message

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    Salesforce connector - Ongoing Conversation with new incoming message

    Once you start handling conversations, you should work through the conversation list from top to bottom. Once you handle a customer, more customers can come in, and when you finish the conversation you will be taken to the next conversation in the list. Each selected conversation will appear in the left navigation bar to allow easy access to the conversations you are actively working on. Once the conversation is closed, you may deselect it from your purview by clicking on the orange “x” option. This will remove it both from the “Active” Conversations and the left navigation bar. 

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    Salesforce connector - “Active” Conversations

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    Salesforce connector - Remove “Active” Conversations

    Conversations that reach your workplace have already undergone detailed analysis and prioritization. Based on the configurations selected by your contact center manager, there are two ways to accept incoming conversations into your workspace:

    • Auto accept: This means conversations will automatically enter your list and be sorted without any action on your end, and your conversation list will automatically update when a new conversation is added. This is a more popular configuration for call centers.
    • Advanced mode: For this option, incoming messages will ‘ring’ in your workspace and you’ll have to manually click to open and move this conversation to your conversation list, sorted by SLA. If you do not click to accept an incoming conversation and other agents are available, it will circle and ring to other available agents.

    Return to the “Active” conversations list

    You can click on the home button to return to the complete list of active conversations at any time. 

    Understanding the context & history of conversations

    There are several tools in place to help you access the information you’ll need to provide excellent service and understand your consumers and their intent.

    • Previous Conversations: For repeat customers, any previous messaging history will be displayed directly in the conversation transcript. This way you can simply scroll up to review previous conversations. The conversation history will be stored within the conversation for up to 13 months.
    • Conversation history: For each conversation in the “ALL” tab,  you can select a conversation with a customer and  view the full conversation transcript.
    • Consumer info: This tab automatically displays important information about the consumer who is messaging you. This information will include the source channel of the conversation or any custom variables collected by your contact center.
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    Salesforce connector - context & history of conversations


    Replying to consumers

    Predefined Content

    You can reply by using free text, but we recommend using predefined content. Your contact center manager would have created a set of quick answers to the most common inquiries that you can easily enter into the conversation. By choosing predefined content templates, you can lower your average response time by saving time that would have been spent typing out responses.

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    Salesforce connector - Predefined Content

    You can use the search text box to search for the desired content. Please note: The search results will not include category names.

    Rich Conversations

    There are many tools at your disposal that can be used to foster relationships and carry out effective conversations. Rich Conversation capabilities enhance the consumer experience by providing a richer, more engaging channel of communication.

    The following types of Rich Conversations are being supported for the enhanced Agent Workspace:

    • Consumer to agent photo sharing
    • Agent to consumer file sharing
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    Salesforce connectors - Rich Conversations

    The following file types are supported: JPEG, JPG, PNG, GIF, PDF, DOCx, XLSx, and PPTx when the corresponding AC features are enabled. 


    Additional actions

    While conducting a conversation, there are a few actions you can take. 

    Copy to Clipboard: Click on the Copy to Clipboard icon in a conversation.This action copies all the text of the conversation that can be copied to anywhere you need, such as into a CRM record.

    Transfer conversation: Select a skill or agent status to transfer your conversation to. Use the search bar to find the relevant skill or agent. Once you do this, the conversation will move out of your workspace and enter the relevant queue. The conversation will advance in the queue according to the queue policy defined on the account. By default, this conversation will be handled by the queue like any other conversation, with no weighting or preference given to it. Transferred conversations are marked as actionable by default, meaning that they will not be auto-closed by the system until they have reached an agent.

    Resume conversation: This action reopens a closed conversation in order for you to follow up with a customer.

    Closing conversations

    The nature of messaging conversations is that they are ongoing and can be resumed at anytime. However, in order to manage agent work streams and ensure consumer requests have been fulfilled, conversations can be marked as ‘closed.’ A closed conversation can be reopened again - either by the consumer or by the agent - with the entire history kept intact.

    The conversations can be marked as resolved or closed, either by the consumer or the agent. Within the conversation window, customers have options, one of which is to select to close a conversation. For messaging channels such as SMS or Facebook Messenger, where a custom ‘options’ table is not available, customers will not be able to mark conversations as closed. As an agent, you can close a conversation when you know that it has been resolved. Closing a conversation is done via the “CLOSE” button within the conversation window. It is important that you close conversations as soon as you are confident that they are resolved in order to clear your work queue and keep your performance KPIs accurate.

    At the end of your shift or during downtime you can use the status filter to filter closed conversations back into your Active conversations. This will allow you to review your conversations and ensure that they were properly documented. Closed conversations are stored in the Active list for between 24 hours up to 14 days, depending on your contact center's configuration. Conversations that exceed this can be found in the All Conversations list.

    Surveys

    Post Conversation Survey: Upon the closing of a conversation (whether done by the customer, by you or automatically) the Post Conversation Survey may be triggered to the customer (as defined by your brand). This survey consists of CSAT, NPS or other custom questions. The CSAT scores calculated for your performance in the KPI bar are derived from results calculated from the Post Conversation Survey.

    Auto Close for inactive conversations

    For conversations that are awaiting a consumer response, the auto close mechanism will automatically close these conversations after a length of time that has been defined by your contact center manager. Conversations will not be subject to auto close if they are pending an agent’s reply or if you have set up a manual SLA. Learn more about auto close for messaging here.

    Taking breaks & ending your shift

    Before you take a break

    Set your status to “Back Soon” or “Unavailable” so that you do not have new incoming conversations assigned to you. 

    Before you leave for the day

    • Set your status to away about 10 minutes before you are ready to leave so that you do not receive new incoming conversations (refer to your company’s manual on guidance for the accurate amount of time in advance)
    • Review your open conversations and resolve the ones that can be closed
    • Determine which conversations you want to continue servicing the next day, let the customers know, and manually set the SLA for the next day
    • For conversations that should continue immediately, transfer them to another agent so that another agent will be able to answer the consumer.
    • Filter closed conversations into the list to review the conversations you handled during the shift and ensure that everything has been documented properly.
    • If you filtered out the idle conversations, be sure to filter them back into the list and send them to another agent before you wrap up your shift, otherwise they will remain assigned to you and go unanswered until your next login.
    • Logout of your workspace 

    General Settings

    Home 

    Clicking on the home button at any time will take you back to the list of Active conversations. 

    Settings

    Go to settings to simply review your user and account information or to make some specific changes to the date/time formats or the layout and defaults you would like to set and retain each time you login. 

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    Salesforce connector - settings

    Notifications

    The notifications area displays notes you've been tagged in (sorted by date), as well as update reminders for the application. This functionality is currently not supported.


    Missing Something?

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