These release notes include new features arriving to LiveEngage during December 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.

EmailConnect

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 No

Custom Headers and Footers — Brands will be able to add custom html headers and footers to their outbound emails in the Email Connect Setup page. Custom Auto-response text — Brands will be able to add custom auto response text in their preferred language which will be used in an email back to consumer when the consumer already has a conversation open in LiveEngage.

How to enable You can enable both features using EmailConnect Setup.

HTML header and footer on EmailConnect is an optional feature. But if you choose to add header and footer to outbound consumer emails, you can upload HTML header and footer using EmailConnect Setup. Follow the steps outlined here. <Anchor to step 7 in Configure Email Header and Footer (Optional)>

To add custom auto-response text follow the steps outlined here. <Anchor to step 6 Configure Auto-Response Text >

Every header and footer provided to Email Connect during the onboarding process is subjected to a security check. Deviating from this list could yield HTML that might be rejected by the Email Connect Setup.

Below is a list of approved HTML elements and attributes.

Elements Attributes Notes
html n\a Required, top-most element
body bgcolor, width, style Required, placed within the html element
table align, bgcolor, cellpadding, cellspacing, border, height, width, style, color, class Useful for creating a table in HTML that most email clients honor
tr n\a Used to define a row in a table
td style Used to define a column in a table
b n\a bold
i n\a italic
center n\a centers text in HTML
div style creates a division of section within HTML
a href, target creates an anchor tag for HTML links
img src, width, height, alt, border Creates an image within HTML (usually placed within an tag
font face specifies the font family

Example of Consumer Email with LivePerson Template

This is how the HTML header and footer will render and be presented to the consumer when you use the downloaded header and footer template.

For more information on EmailConnect, please click here

Creation of the Skills using the Wizard

Type: New functionality (Bot Connectors 2.14)

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

This feature allows the creation of the skill inside the bot wizard.

Delay Message support for All AI vendors

Type: Enhancement (Bot Connectors 2.14)

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

With the inclusion of this feature, the LivePerson platform will support the delay message feature to all our vendors including Amazon Kes, FaaS, Dialogue flow and Micrososft Bot Framework.

Vanity URL support in the CORS check

Type: Enhancement (Bot Connectors 2.14)

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

All customers with branded URLs will be able to use the Third-Party Bots. Their configurations need to be present in the LiveEngage k8 environment in order to make use of this feature.

Error on saving agent information after the change in picture URL

Type: Bug fix (Bot Connectors 2.14)

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

While creating/updating a bot through Third-Party wizard, when a user types display picture URL field and delete the content later again, this caused the problem in saving the bot configuration. This fix will allow the user to edit the image and save the configuration without any problem.

Bot stops in delayed state

Type: Bug fix (Bot Connectors 2.14)

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

It was found that If you stop bots which are in the "Delayed" state, you are unable to start the bot again as it never seems to be stopped. This bugfix will fix this issue and will allow the user to start or stop the bot.

Fix sending encodedMetadata to back-end messaging server

Type: Bug fix (Bot Connectors 2.14)

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

Previously it was found that the encodedMetadata value was not sent to the back-end messaging server. This bugfix will remove the failure of sending encodedMetadata to the UMS server.

Failure of Chat Transfer to Agent

Type: Bug fix (Bot Connectors 2.14)

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

If a user asks for a transfer to an agent in the Chat conversation, after the conversation was transferred to the agent, it was closing automatically or was closing due to the failure of the transfer. This issue has now been fixed.

Type: Bug fix (ac-connectors 2.17)

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

Brands were unable to onboard a Facebook page with a long page name using LiveEngage self-serve. This issue has been resolved.

[Facebook Messenger] Self-serve login button for Facebook not working

Type: Bug fix (ac-connectors 2.17)

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

Brands were unable to onboard their Facebook page using LiveEngage self-serve. Clicking on the Login button wasn’t opening the login page. This issue has been resolved.

[Web experiences] Bold font for agent bubble does not work for chat window

Type: Bug fix (lpUnifiedWindow 9.25)

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

When the agent bubble font is set to bold in the engagement window studio and an agent sends structured content or copies and pastes the message into the text area of the agent workspace before sending, the bolded font is not reflected in the engagement window for chat. This issue has been resolved.

[Web expereinces] Vertical scroll issue in conversation history for Chrome/Firefox

Type: Bug fix (Ac-engagement-window 1.12)

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

Occasionally when the conversation history loads in the engagement window, the vertical scroll bar jumps to different positions in Chrome and Firefox when it’s supposed to be at the bottom of the engagement window. This issue has been resolved.

[Web expereinces] cleanCCPatterns taglet needs to run a Luhn check on suspected credit card numbers

Type: Bug fix (Ac-engagement-window 1.12)

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 security process, credit card numbers detected in any message are to be masked. However, there are instances where long strings of numbers are being incorrectly identified as credit card numbers and are masked. Some actual credit card numbers are not masked when they are followed with the word “expiry” without a space in between.

Fix: In addition to running the check against the updated regex, the taglet is also running a Luhn check to ensure that masking is happening on legitimate credit card numbers.

[Web expereinces] Welcome message displays again after reconnect

Type: Bug fix (Ac-engagement-window 1.12)

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 No

When a visitor is in an active conversation within an engagement window that has a welcome message set to display for every new conversation, the welcome message displays every time the visitor disconnects (either by losing connection or turning off their Wi-Fi) and then reconnects again. This issue has been resolved.

[Web expereinces] Chat engagement window fails to load after post chat survey is completed

Type: Bug fix (Ac-engagement-window 1.12)

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

When a visitor opens another chat window after closing out of a previous conversation with a post chat survey, the chat window does not load. This issue has been resolved.

[Web expereinces] Visitor widget taglet configuration doesn’t work for just unauthenticated web messaging

Type: Bug fix (Ac-engagement-window 1.12)

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 No

The Visitor Widget (Engagement Window Widget SDK) is not visible when only unauthenticated web messaging is set. This issue has been resolved.

[Web expereinces] Missing windowClosed event for chat

Type: Bug fix (Ac-engagement-window 1.12)

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

When visitors close out the chat engagement window by ending the conversation, the windowClosed event is not sent. This issue has been resolved.

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