These release notes include new features arriving to LiveEngage during January 2020. 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.

[Connection Panel] New drop down when creating a case in LEUI 11.4

Type: New functionality

It’s now mandatory to state the business impact of the reported issue when creating a new case.

[Connection Panel Service] Support excel file extensions in case file uploads

Bug fix

It is now possible to upload xlsx and xls files to support cases.

[Connection Panel Service] Support files up to 5 MB in cases file uploads

It is now possible to upload files of sizes up to 5 MB. That is the limit that LivePerson officially supports and shows in the UI. Prior to this bug fix, the web layer blocked some of these files.

[Automation Integration] Ability to create user type 'Bot'


All accounts now have the default ability to create a user-type ‘Bot’. A bot type user can be used by the Conversation Builder and third-party bots in order to handle conversations in the account. Before this change, accounts that wanted to to define a bot user needed to reach out to their LP account team or LivePerson support in order to enable this feature.