Overview

LivePerson Connector for Salesforce provides a unified and sleek agent workspace experience for brands working with Salesforce. Agents can seamlessly login to Salesforce and directly engage with customers to manage tasks like: 

• Accept incoming conversations across different messaging channels
• Resolve customer issues & escalate/transfer conversations to other human/bot agents
• Communicate with consumers over familiar messaging channels within Salesforce. This includes all messaging channels supported, such as web messaging, SMS, WhatsApp, Apple Messages for Business, Facebook Messaging, brands’ mobile app, etc. 
• Get rich customer context with automatic matching capabilities based on email, phone or name.
• Relate cases and opportunities to the Conversation and automatically save data to Salesforce.
  
  

Prerequisites

• Before enabling the LivePerson Conversational Cloud Connector for Salesforce, brands must have installed the package in Salesforce and must have the LivePerson setup completed.
• The following Salesforce editions are supported: Professional, Enterprise, Performance, and Unlimited
• Network requirements: If the brand restricts IP addresses that may interact with Salesforce, several Tenfold IPs must be whitelisted.
• Brand LivePerson accounts must be whitelisted for the Messaging SDK to work.

Enablement and Access 

The LivePerson Conversational Cloud Connector for Salesforce is now offered as a GA solution. If you are interested in enabling this for your brand, please submit your details here and we will be in touch with you shortly.

This feature leverages the Messaging SDK that interacts with several LivePerson services used across chat and messaging channels and Tenfold UI that uses Open CTI in Salesforce to integrate the messaging into Salesforce.

 Glossary

Key features/components

LivePerson Connector for Salesforce Overview

LivePerson Connector for Salesforce provides an unified and sleek agent workspace experience, offering a single consolidated view with rich customer context and automations. Agents can login to Salesforce and directly engage with customers easily managing tasks like: 

• Accept incoming conversations across different messaging channels
• Seamlessly resolve customer issues
• Escalate/transfer conversations to other human/bot agents

Agents can communicate with consumers over familiar messaging channels within Salesforce. This includes all messaging channels supported, such as web messaging, SMS, WhatsApp, Apple Messages for Business, Facebook Messaging, brands’ mobile app, etc. 

In addition, the LivePerson Connector for Salesforce now has a deeper integration with Salesforce which allows basic matching capabilities on the name, phone or email against Contacts/Accounts/Leads in Salesforce. Agents can also manually search for these Contacts/Accounts/Leads and match those to the Conversations.

To centralize all the actions in one place, a task is automatically created for every Conversation in Salesforce. This retains the notes the agent took around the Conversation and links to the complete Conversation transcript in Salesforce. Agents have access to the Activity log which allows agents to pull all activities (tasks, cases, follow-up tasks and opportunities) associated with the match. 

To get started, Brand administrators can set up the LivePerson app inside Salesforce and can reach out to LivePerson.

Why use the LivePerson Connector for Salesforce?

For brands that currently use Salesforce as their preferred CRM platform, this solution offers agents a way to manage all incoming customer messages inside Salesforce, while continuing to navigate within Salesforce for all other required actions. It enables brands with frictionless customer experience management by enabling the agent interactions in one central place. Brands can optimize agents’ workspace so they can drive more results with less effort. Agents can immediately identify the customer who is messaging, compress the CRM workflows and have the data automatically saved to Salesforce.

Key Features

The LivePerson Connector for Salesforce simplifies agent operations to dramatically increase agent focus and efficiency. It is designed to handle multiple channels of conversation at scale asynchronously, taking into account all of the features that were developed especially for messaging.

Features 

Rich Media & Pre-defined Content support 

Agents are empowered to provide a more authentic experience by responding with text messages, emojis, pre-defined content or even file attachments such as .png or .pdf files to deliver more personal interactions. 

Conversation History

Optimize the agent experience in providing the entire conversation history whether active or closed.

Read more in the LivePerson Conversational Cloud Connector for Salesforce connector agent user guide. 

  
Conversation Status

Conversations in the active queue are sorted based on the priority of when they should be responded to. The app allows agent to agent transfers, conversation filters by their statuses and updates to contact records all directly within Salesforce. Agents can filter conversations that are overdue, idle, closed, or ongoing. 

  
Basic Matching for CRM Customer Context  

Empower agents to easily deliver highly personalized experiences by having a holistic view of the customer’s full history. The app automatically matches contacts/accounts/leads in the CRM with the relevant phone, email or name. If a match is not found, agents may search or create a new customer record right from the app. Please note, the availability of the phone, email or name depends on the channel from which the Conversation was initiated. (Email: Email channel; Phone: SMS, Whatsapp, Authenticated Web messaging if passed, Twitter if passed; Name: Facebook, Twitter, Whatsapp, Authenticated Web messaging if passed).

Customized and Consolidated Consumer Information 

Provide Agents a complete view with relevant and customized consumer information from the CRM and all the relevant Consumer information from LivePerson. For more details, please refer to Customize Information tab section of the setup guide.

Automatic Conversation Logging

Each Conversation is stored in the CRM as a task. The task is associated with the inbound message and can be viewed in the activity log for the customer. This helps in consolidating the various interactions across channels for the same consumer. The Activity log contains a link to the Conversation transcript that is stored in a separate LivePerson Conversation Object. All tasks for the inbound messages will be closed when the conversation is closed. For more details, please refer to the Data Memorialization section in the setup guide.

Note Logging   

Agents are able to log notes and save them to Salesforce. These will be saved as comments in the task that is logged for each inbound message. Save the agents time by using Natural Language Processing (NLP) to parse the notes entered in the UI and search for a task creation phrase. This will create a new open follow up task or event (depending on the configuration). For more details, please refer to the Notes setup section in the setup guide.

@Mention 

Agents use @mentions to tag another agent in Salesforce or provide visibility into customer interactions across teams. Agents tagged will receive an email and a notification in the UI where they can click into the note of the original Inbound message task in Salesforce. For more details, please refer to the @Mention Syntax section in the setup guide.

Disposition an Interaction to the CRM

CRM dispositions can be used to provide meaningful conversation outcomes at the agents fingertips. It is used to update most used properties on specific tasks, cases, opportunities, accounts, leads or contacts. For more details, please refer to the @Modern Dispositions section in the setup guide.

Create and Relate the Interaction to a Case/Opportunity  

Agents can instantly get more context around open cases/opportunities associated with the customer upon accepting an incoming message and once the match is found for the customer in Salesforce. Enabling Cases and Opportunities allows Agents to link conversations to existing (open or closed) cases or create a new case or opportunity while messaging with the customer. All cases and opportunities are listed conveniently under the suitcase and binoculars icons in the Agent UI, with a case or opportunity creation button (depending on the user selection) located at the bottom of the tab. For more details, please refer to the Cases & Opportunity section in the setup guide.

Advanced Workflow 

Agents can easily get the context of what the customer needs, improving customer experience when they interact with an agent. Advanced workflow makes it possible to pop up certain CRM pages or launch specific URLs when particular trigger conditions are met. The Launcher feature uses workflow options to configure handy web links in the app for easy access by the Agents. For more details, please refer to the Advanced Workflow  section in the setup guide. 

Language support: The application currently supports Chinese Simplified, Danish, Dutch, English (UK, US), French (France, Canada), German, Italian, Japanese, Polish, Portuguese (Brazil), Spanish (Latin America, Spain) and Swedish 

Supported Messaging Channels: Web Messaging, SMS, Whatsapp, other messaging channels and email are all supported.

Agent/Consumer experience

Check out the agent user guide for LivePerson Conversational Cloud Connector for Salesforce .

Configuration/implementation details

The LivePerson Connector for Salesforce is currently available as an EAP solution. If you are interested in enabling this for your brand, please submit your details here form.

Reporting

Reporting resides within the Conversational Cloud. This includes the Agent Manager Dashboards and the Analytics Builder reporting. 

Limitations/Notes

Limitations

1. Currently, audio file sharing is not supported. 
2. Agent Manager functionality is not currently available in Salesforce.
3. This integration does not support the Live Chat. It supports Web Messaging and other channels.
4. A single salesforce instance can have multiple call centers, but an agent/user can belong to only one call center.  Please note, this is no longer a limitation as of 10/5/23 if the package which includes the Aura component is installed.
   

Best Practices

1. Ensure only Agent roles are logged into Salesforce. 
2. Agent Managers should continue to login to the Conversational Cloud to optimize their experience with specific features such as private messaging, ability to join conversations and view their agent group dashboard. 
3. Check out our Agent FAQs

Missing Something?

Check out our Developer Center for more in-depth documentation. Please share your documentation feedback with us using the feedback button. We'd be happy to hear from you.