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

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