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

SocialConnect

Type: New functionality

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

SocialConnect extends Liveperson’s industry-leading conversational commerce platform, AI and automation capabilities, and multi-decade expertise in connecting brands with customers, into the world of social.

Relevant to the following channels:

  • Facebook Public
  • Facebook Messenger
  • Twitter Public
  • Twitter Direct Messages

Key features of SocialConnect

  • Unified platform

    With direct integration to LivePerson’s LiveEngage, customers can use a unified tool for digital customer care for both messaging and social care.

  • Twitter Public Tweets and Direct Messages

    @Mentions and Direct Messages create conversations in LiveEngage for Agents to respond.

  • Facebook Public and Facebook Messenger

    Consumer Posts, Comments, Replies and Messenger Messages create conversations in LiveEngage for Agents to respond.

  • Single conversation

    Consumer interactions that transition from public to private are housed in the same conversation.

  • Profile details

    Agents can view the consumer’s public profile within the Conversation.

  • Public to private button

    Agents can quickly attach the public to private call to action to a message with a single click.

  • Send and receive images

    Agents can view the images that consumers send through social channels, and respond to conversations with images as well.

  • Implementation

    Access to professional services (ETS) for implementation.

Benefits of SocialConnect

With SocialConnect, brands can gain operations efficiencies by consolidating their digital customer care into a single tool, LiveEngage. SocialConnect expands LiveEngage to the most popular social media channels, enabling brands to respond to customers on messaging and social channels. It also reduces operational overhead by simplifying training, and shift management. Finally, SocialConnect applies the power of LiveEngage reporting, analytics, automations and artificial intelligence to brand’s social care.

Enable Rollover for back end messaging

Type: New functionality

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

This functionality allows brands to let a dedicated 3rd party Contact Center handle conversations for the main brand on their behalf, rather than answering messages themselves. Additional configurations on the brand level are required to make this feature work.

This feature is enabled on a per brand basis by the LivePerson account team

Agents will see all conversations of which they are participants

Type: Enhancement

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

Agents currently only receive conversations in the Open Connections tab of the Agent Workspace that are directly assigned to him. Once the feature is enabled by the LivePerson account team, agents will receive all conversations in the Open Connections tab of the Agent Workspace that they are a participant on.

The LivePerson account team will enable this automatically for all customers after the deployment is complete.

Maximum length of quickReply field in the Post Conversation Survey updated

Type: Enhancement

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

Previously the number of characters available to clients in the quickReply field of the Post Conversation Survey to 5000. This has been expanded to 15000 characters.

Fix in WorkShiftManagement - for incorrect ETTR calculations

Type: Bug fix

Errors in the Work Shift Management feature (due to the time zones difference and DayLightSaving), including calculating an incorrect ETTR for clients that resulted in an extra day being added to shift start times on certain occasions.

Conversations stuck after transfer to skill request and ensuing failure loop

Type: Bug fix

On some occasions when a request to transfer a conversation to a skill was validly rejected, the back end messaging server still attempts to re-route the conversation and became stuck in a loop. This also caused the conversation to become stuck for the client.

Additional validation have been added to prevent it from attempting the re-route under those conditions.

Stuck conversations fix

Type: Bug fix

Previously, agents that requested conversations had their group become the conversation’s allocatedGroup. This resulted in stuck conversations in certain circumstances, if the conversation was requested by a manager who then attempted to transfer it to another agent. This has now been fixed

Fix TenantIsolationException of rollover brand in getUserProfile

Type: Bug fix

Agents of rollover feature brands couldn’t perform getUserProfile on consumers mapped to the main brand due to tenant isolation restrictions. Tenant isolation validation has been modified to allow this case.

Keys for connectors outbound API for chat

Type: Feature

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

Includes new API privileges for the Connectors Outbound API for:

  • Messaging Connector Outbound Write Internal
  • Messaging Connector Outbound Read Internal
  • Messaging Connector Outbound Write External
  • Messaging Connector Outbound Read External

Partial data masking - last 4 digits unmasked

Type: new functionality

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

Some customers would like to have the ability to leave the last 4 digits/characters of masked data unmasked. We recently implemented mandatory credit card data masking, but at least one customer will not accept this without the ability to leave the last 4 digits unmasked for audit-ability.

Privileges for AppManagement

Type: Feature

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

Includes new user privileges for App Management for:

  • LiveEngage App Management full access
  • LiveEngage App Management read access

Long JWTs Cause 400 Errors in GateKeeper

Type: Bug Fix

During logins, the authorization header, which contains the JWT, passed the max limit of header size in back-end chat server. This caused 400 error responses that fail due to GateKeeper being unable to process the request.

"Visitor Name" displayed as "You" in the payload of FaaS chat events

Type: Bug Fix

When the FaaS chat events are dispatched from back-end chat server, the value of 'visitorName' is 'You' when the chat payload is seen using JSON.JSON.stringify(chat) in the chat events on LivePerson FaaS functions.

Auto away logins should dispatch the right away reason ID

Type: Bug Fix

When agents log in with automatic away, the away times are not calculated properly due to missing away reason IDs. This is due to events that are dispatched during agent logins that happen within milliseconds of each other. All events should have an away reason ID that are dispatched from back-end chat server during logins.

Static load balancing - configure skill by parent groups

Type: new functionality

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 No

Available to messaging customers only

Brands will now be able to configure the load balancing by parent groups (aka contact centers) and not only by child groups, greatly simplifying the configuration process.

For example, Load balance between:

  • Contact center 1 - 30%
  • Contact center 2 - 30%
  • Contact center 3 - 60%

Resumed conversations will retain the resuming agent group and not the parent group ID. The next version of back-end messaging server will address this issue and make sure that resumed conversations will be allocated to the parent group if needed.

Queue prioritization - Priority based on messaging source

Type: new functionality

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 No

Enables brands to capitalize on high converting channels or specific campaigns sent by channels by assigning extra velocity to conversations based on the messaging source the conversation is coming from. For example, brands can look at the data on incoming messaged from whatsApp and decide that WhatsApp has higher conversion rates that other messaging channels and therefor, assign extra priority to conversations coming in from WhatsApp.

This feature needs to be configured by LivePerson account team

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