These release notes include new features arriving to LiveEngage during August 2019. Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication.

Please contact your LivePerson account team for the exact dates on which you will have access to the features.

The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.

“Horizon” theme as LiveEngage new default engagement window

Type: Enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes No No No No No No No No No No Yes

New “Horizon” theme is added to the Engagement Window Library. The Horizon theme will become the default engagement window, replacing the Ocean theme:

  • New LiveEngage accounts will have Horizon theme as their default window.
  • For existing accounts there will be no impact on existing engagements and windows. The new default will take place only once the campaign manager / admin creates a new window or a new engagement.
  • Existing accounts can proactively change their existing engagements to work with the new Horizon theme, if they wish to.
  • The Ocean theme will still be available in the Engagement Window Library for both new and existing accounts, in case they prefer to use it as is or as their starting point for creating new windows.

Horizon theme comprises of the following features (that are different from the Ocean theme):

  • Large window
  • New image at the header
  • Chevron minimize icon
  • Top bar icon is set to "round bubble outline"
  • Top window corners radius is bigger
  • Agent and consumer bubble style is set to "three corner rounded"
  • Consumer bubble with visual read indication (relevant only for messaging)
  • Consumer bubble border is blue
  • Text area is light gray
  • Window is closed automatically once consumer ends conversation, or upon submitting the post chat / conversation survey, if applicable.

The Horizon theme will be the default for both chat and web messaging engagements and will impact desktop and mobile experiences. In order to modify this theme, brands can use the “Add new” option on the Engagement Window Library. Brands can still use the Ocean theme as their starting point by using the Duplicate option from the action menu.

Screenshots

Image 1: “Horizon” theme added to the engagement window library

Image 2: In case you would like to use Ocean theme as the starting point for a new window, go to the action menu and select “Duplicate”

Image 3: Horizon theme vs Ocean theme

Type: Enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes No No No No No No No No No No Yes

Brands now have the ability to choose 2 new invitation templates from the engagement template gallery. These new invitation templates are added to Type = Conversation, Format = Sticky, Use case = General, Size = 120x28px gallery. The new “message us” invitation template, is now the default invitation for new accounts and for existing ones while creating new engagement. No impact on existing engagement of existing customers.

The previous “Live Chat” template is still available on the gallery, in case customers would like to use it as is or as a starting point for modifications.

The 2 new templates are:

  • A new “Message us” bubble with rounded corners and editable text - this will be the new default, replacing the “Live Chat” invitation.
  • A new round bubble invitation (without text), located by default at the right bottom corner of the webpage.

Screenshots

Image 1: new templates added to the engagement template gallery

Image 2: “Message Us” editable engagement text

Image 3: Round bubble without text engagement

Image 4: “Message Us” invitation engagement

Image 5: “Round Bubble without text” invitation engagement

New “Message us” engagement template as default engagement

Type: Enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes No No No No No No No No No No Yes

The new “Message us” invitation template, is now the default invitation for new accounts and for existing ones while creating new engagement.

Screenshots

Image 1: new “Message Us” template added to the gallery and will be the default

Image 2: “Message Us” invitation engagement

Type: Enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes No No No No No No No No No No Yes

Two new out-of-the-box images are added to the engagement window images gallery. These images apply to both small and large windows as well as desktop and mobile.

Screenshots

Image 1: new images added to the gallery

Image 2: new image with Horizon theme

Image 3: new image with Ocean theme

Ability to set a floating engagement

Type: New functionality

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes No No No No No No No No No No Yes

As part of the engagement gallery, brands have the ability to set the engagement position to be floating. This option is disabled by default.

How to enable:

  • Log into LiveEngage
  • Go to Engagement studio
  • Go to “Size & Placement” section
  • Check the “Floating Engagement” checkbox

Limitations:

  • This option applies to the Sticky engagements only.

Screenshots

Image 1: non floating engagement

Image 2: floating engagement

Image 3: floating engagement consumer view

Image 4: non floating engagement consumer view

Inherited font applied to structured content text elements

Type: Enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes No No No No No No No No No No Yes

Once the “Inherit font from the webpage” checkbox is checked for the agent bubble font, it will be applied to the following structured content elements that are being sent by agent/bot/info messages to the consumer:

  • Card
  • Carousels
  • List
  • Date Picker

How to enable:

  • Log into LiveEngage
  • Go to Engagement Window Studio
  • Select the agent bubble
  • Click the “Inherit font from webpage” checkbox

Limitation:

  • Inherited font for structured content with quick replies will be supported in a future release.

Screenshots

Image 1: enable inherit font from webpage feature


Image 2: inherit font for structured content

Google Business Messaging - Onboarding Page

Type: New functionality

We are adding a Google Business Messaging connector into the self-service Data Source > Conversations Sources area, to accompany WhatsApp, FB Messenger, Twilio, etc.

Messaging clients will now be able to go through a more automated process for submitting their early adopter request to Google, including agreement to terms and policies, and providing brand and contact information. The information will first be verified internally by LivePerson then coordinated with Google for set up if the brand is a fit.

The new connector will guide them through the application process, and they will be able to view their status update from pending to approved to live.

How to enable: The Google Business Messaging Conversation Source will be enabled automatically for all messaging clients.

Limitations: The submission of business requirements is the first step in going live with Google Business Messaging. There are still manual configuration steps performed by LivePerson in conjunction with Google to bring brands live on the solution. Please speak with your LivePerson account team for more information.

Screenshot

Twilio SMS Source - Media Error Unknown

Type: Bug fix

Instruction video on Twilio SMS source would not play due to an unknown error. This issue has been resolved.

Screenshot

Image 1: Twilio SMS source instruction video

Images sent from mobile are stretched or squished in the UI

Type: Bug fix

Large images sent from mobile appear stretched or squished when looking at them from within the UI. This issue has been resolved.

Screenshot

Bold font for agent bubble does not work for chat window

Type: Bug fix

When setting the font to bold for agent bubble it did not apply for chat. This has been resolved.

For external window, Welcome message with Quick Replies does not show quick replies after closing conversation

Type: Bug fix

For the external window for web messaging the welcome message with quick replies did not show quick replies option on visitor’s conversation window when the conversation was closed by visitors, as it is configured to display on every new conversation.

Automatic disambiguation of intents

Type: new feature

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Users can configure Disambiguation dialog in the Conversation builder which will automatically present intent clarification question and resolve intent to keep conversation on track.

In conversation flow, a consumer sends a messages and a bot understands user intent and prepares response. Sometimes, when a bot is trying to determine consumer intent, the text matches with more than one intent with similar confidence levels. In this situation, Automatic Disambiguation of intents allows bots to offer a clarification question to the consumer to clarify which intent is the best match, steering the conversation flow down the right path.

Integration with FAAS from Conversation Builder

Type: enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Brands will have access to FaaS from within Conversation Builder, helping them deploy custom code through FaaS and mashup APIs.

FaaS provides brands with even more flexibility to deploy custom code and use that as part of Conversation Builder dialogs.

Ability to use 3rd Party NLU for Knowledge Bases

Type: enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Knowledge bases can be configured to use external NLU engines to detect user Intent to match with appropriate answers in the Knowledge Base.