Features

Rich functionalities

Push Notifications: Consumers that leave the app can effortlessly rejoin the conversation whether they receive a push notification inviting them to respond to an agent or they revisit the docked conversation on the homescreen.

Conversation Starter Chips: When users initiate a conversation they are greeted by a rich experience including the brand’s name and logo, conversation starter message and quick reply chips.

Secure Forms: Users can safely and securely provide personal and payment information via secure forms.

Rich Cards and Carousels: Brands can leverage rich cards and carousels which provide users with an interactive search feature designed to intrigue them with visually appealing and relevant search results.

Agent Nickname and Avatar: On the consumer side, agent messages are shown next to the agent's avatar and nickname. In addition to that, consumers know if they are messaging with a bot or a human agent. Note that for the agent avatar to be visible the image must be 1024x1024px and have a maximum files size of 50 KB.

GBM Authentication: The Google Business Messages channel now allows you to send an Authentication request to consumers using an OAuth 2.0 provider. The consumers then respond to the Authentication request with their user/password credentials which can be validated against the OAuth 2.0 provider.

• The brands will use their private OAuth service and will supply the service details (OAuth Token URL, OAuth Client ID, OAuth Client Secret and OAuth Endpoint URL) in the GBM Self Service > Configure Connector > Settings page.
• The Conversational Cloud will support agent/bot generation of the new Authentication Interactive Message using the Structured Content framework and configuration.
• Consumer will receive the Authentication Interactive Message and will be able to tap to authenticate on the brand’s Authentication service URL.
• Agents and bots on Conversational Cloud will get real-time updates upon a consumer’s response.
• Upon successful or failed authentication, LivePerson Conversational Cloud will support passing the Authentication status and token back to LivePerson Conversational Metadata (via the Agent SDK) to allow the brand to perform validation on the authentication information.