General FAQs

No, currently, the Salesforce connector only supports messaging. Please note, if you are using another voice provider that is using the call center in Salesforce, a single salesforce instance can have multiple call centers, but an agent user can belong to only one call center. However, as of October 5th, 2023, LivePerson now offers a solution in which the app can be embedded as a custom lightening component and if the 5.3.11 version of the app is installed and setup with the Aura component, then agents can be assigned to both the call center app and the LivePerson messaging solution.

PII data is already in Salesforce given this is the source of the customer matches. But we do store a few things in there, such as consumer info (phone, email, etc), we store agent notes (which may have PII), and we also have the Conversation object, which in turn has the transcript and may have PII information.

Please note, this solution does not support the native Live Chat. It only works with Web messaging and all other messaging channels. 

Yes. A single salesforce instance can have multiple call centers, but an agent user can belong to only one call center.

Yes, since this is part of the same Conversation, the transcript will include both the conversation with the Bot and the Agent.

No, Conversational Cloud does not permit multiple logins. Logging into the app in Salesforce will simply kill your Conversational Cloud session.