Overview

Introducing LivePerson Conversational Cloud Connector for Salesforce (Early Access)

    Introducing LivePerson Conversational Cloud Connector for Salesforce (Early Access) along with its agent experience, prerequisites, enablement, access, and key components. 

    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 currently offered as an EAP 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

    TenfoldThis solution is powered by Tenfold: our cloud-based solution that gives sales and service reps the full context of each customer in real time. Access CRM data, call and chat controls and key customer data in a single pane of glass. Use workflow automations that keep your reps focused on continuous conversations with customers. 
    Salesforce Open CTIOpen CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines.


    Key features/components

    LivePerson Connector for Salesforce Overview

    LivePerson Connector for Salesforce provides an unified and sleek agent workspace experience. 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. 

    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.

    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.

    Base Features 

    Agent Online Status
    Accepting new conversations 
    Managing multiple messaging interactions
    Rich media support with emojis, files, images
    Conversation status (idle, overdue, closed and ongoing) across all conversations
    Transferring Conversations to another agent or skill
    Resuming Conversations
    Consumer & Engagement Information

    Access same-channel conversation history with the customer



    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.

    Language support: The application currently supports English at this time.

    Supported Messaging Channels: Web Messaging, SMS, Whatsapp, other messaging channels and email are 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. Currently Agents cannot return the messages to the queue. They can only be transferred to other skills or agents. 
    3. Agent Manager functionality is not currently available in Salesforce.
    4. Agents cannot change their LivePerson password via the application in Salesforce. It would have to be done by accessing the Conversational Cloud. 

    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 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.


    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.