These release notes include new features arriving July 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.

In-Session\Cross-Session Conversions segregation in Performance Dashboard for messaging

Enhancement (Analytics Builder 4.7)

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

Available to all customers? Y (Analytics Builder enabled)

The Performance Dashboard For Messaging was enhanced to allow brands to analyze the sales metrics ( Sales Revenue/ Sales AVO and Sales Conversion) by in session and cross session segregation. Before this change, the metrics includes the total of in session and cross session only.

New Metrics:

Metric Description
CROSS SESSION SALES AOV The average revenue generated by the orders placed after a messaging conversation which reached a sell product / service goal
IN SESSION SALES AOV The average revenue generated by the orders placed during a messaging conversation which reached a sell product / service goal
CROSS SESSION SALES REVENUE Total revenue achieved, after a messaging conversation, from all transactions which led to a sell product / service goal reached
IN SESSION SALES REVENUE Total revenue achieved, during a messaging conversation, from all transactions which led to a sell product / service goal reached
CROSS SESSION SALES CONVERSION Number of sell product / service goals reached after a messaging conversation
IN SESSION SALES CONVERSION Number of sell product / service goals reached during a messaging conversation

Messaging Sales Metrics by Control Group and Self Service Group.

Enhancement (Analytics Builder 4.7)

Available to all customers? Y (Analytics Builder enabled)

The ‘Business Dashboard for Messaging’ was enhanced to allow brands to analyze the converted consumers versus the control group and self served visitors groups.

Self service visitors - Visitors who were exposed to an invite, but did not have any engagement/messaging conversion and converted on the web site ( they might clicked on content but they didn't start a messaging conversion) Control group visitors - Visitors who were not exposed to any engagement in their site journey either they were in a control group or prospects who aren't exposed to invites ( which means they were eligible customers)

Previously, the dashboard included only Messaging group metrics for visitors that end up in interactive messaging conversations. In this version we added the following metrics.

Self service visitors metrics

Metric Description
TOTAL SELF SERVICE EXPOSED AOV Average revenue achieved for Self service visitors, Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).
TOTAL SELF SERVICE EXPOSED CONVERSION RATE Percentage of TOTAL SELF SERVICE EXPOSED CONVERSIONS out of total messaging exposed. Self service visitors, Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).
TOTAL SELF SERVICE EXPOSED CONVERSIONS Total number of conversions achieved after the consumer was exposed to an engagement and did not initiate a messaging conversation with an agent. Self service visitors , Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation.
TOTAL SELF SERVICE EXPOSED REVENUE Total revenue achieved after the consumer was exposed to an engagement and did not initiate a messaging conversation with an agent. Self service visitors - Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).
SELF SERVICE EXPOSED CROSS SESSION AOV Average revenue achieved after exposure out of the number of purchase transactions completed after exposures, where exposure and purchase event occur in different sessions for Self service visitors - Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).
SELF SERVICE EXPOSED CROSS SESSION CONVERSIONS Number of conversions achieved after an invite exposure occurred in a previous visit to the site for the Self service visitors - Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).
SELF SERVICE EXPOSED CROSS SESSION REVENUE Revenue achieved after an invite exposure occurred in a previous visit to the site for the Self service visitors - Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).
SELF SERVICE EXPOSED IN SESSION AOV Average of the revenue achieved after exposures out of the number of purchase transactions completed after exposures, where exposure and purchase event occur in the same session for Self service visitors - Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).
SELF SERVICE EXPOSED IN SESSION CONVERSIONS Number of conversions achieved after an exposure in the same session for Self service visitors - Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).
SELF SERVICE EXPOSED IN SESSION REVENUE Revenue achieved after exposure, where exposure and purchase event occur in the same session for the Self service visitors - Visitors who were exposed to an invite, but did not have any engagement/messaging conversation and converted on the web site ( they might clicked on content but they didn't start a messaging conversation).

Control Group Visitors Metrics:

Metric Description
CONTROL GROUP IN SESSION AOV Average order value of conversions from control group visitors during their visitor sessions. Control group visitors, visitors who were not exposed to any engagement in their site journey either they were in a control group or prospects who aren't exposed to invites.
CONTROL GROUP IN SESSION CONVERSIONS Conversions by control group visitors purposely never exposed to messaging conversation invites occurring during a visitor session. Control group visitors , visitors who were not exposed to any engagement in their site journey either they were in a control group or prospects who aren't exposed to invites.
CONTROL GROUP IN SESSION REVENUE Revenue from conversions by control Group visitors purposely never exposed to messaging invites, occurring during a visitor session. Control group visitors - Visitors who were not exposed to any engagement in their site journey either they were in a control group or prospects who aren't exposed to invites.
TOTAL CONTROL GROUP AOV Average order value of in-session and cross-session conversions for Control group visitors - Visitors who were not exposed to any engagement in their site journey either they were in a control group or prospects who aren't exposed to invites.
TOTAL CONTROL GROUP CONVERSION RATE Conversion rate of Control group visitors - Visitors who were not exposed to any engagement in their site journey either they were in a control group or prospects who aren't exposed to invites.
TOTAL CONTROL GROUP CONVERSIONS Total conversions achieved by visitors in the Control group visitors, Visitors who were not exposed to any engagement in their site journey either they were in a control group or prospects who aren't exposed to invites.
TOTAL CONTROL GROUP REVENUE Total revenue achieved by control group visitors, Visitors who were not exposed to any engagement in their site journey either they were in a control group or prospects who aren't exposed to invites.

Adding Consumer OS and Consumer Device.

Enhancement (Analytics Builder 4.7)

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

Available to all customers? Y (Analytics Builder enabled)

The ‘Business Dashboard for Messaging’ was enhanced to include the Consumer OS and Consumer Browser descriptions so brands can distinguish between traffic per Consumer OS( IOS, Android) for example.

Missing subscribers in "Opened Conversations by Subscriber" visualization in Network Manager Dashboard (SD-8999)

Type: Bug fix (Analytics Builder 4.7)

Not all subscribers appear in "Opened Conversations by Subscriber" visualization in Network Manager Dashboard Enabled OOTB - This bug has now been fixed.

Performance Dashboard for Messaging shows Incorrect Revenue metrics (SD-9068)

Type: Bug fix (Analytics Builder 4.7)

Performance Dashboard for Messaging shows incorrect revenue values , and data is not consistent (decreased) for the same dates when running a couple days later. Enabled OOTB - This bug has now been fixed.

MTLS support for WatsonV2 (INT-1102, INT-1104)

New functionality (Bot Connectors 2.22)

For WatsonV2 bots we now support client authentication on custom endpoints. This feature is early access and currently not available in the ui. The API however provides the option to add client authentication data to WatsonV2 bots. This includes

  • Creating client authentications
  • Listing available client authentications on the account
  • Adding the following properties to the bot configuration
  • watsonV2WorkspaceClientAuthId
  • watsonV2TokenEndpointClientAuthId

How to enable

Contact the Automation Integration team and we can help with setting up and testing of a bot with this feature enabled.

Limitations

The feature is only available for WatsonV2 currently. On the authentication endpoint client authentication is only available for token based authentication.

Apple Business Chat Conversation Data Sources

New functionality (LE UI 12.1)

A new conversation source was added for Apple Business Chat with a link to its respective onboarding form. This will allow a better and more streamlined onboarding experience for the messaging solutions.

New functionality (LE UI 12.1)

The Network Manager allows an account deemed as a Content Provider to send conversations to multiple Brand/Merchant accounts. In this style of account configuration, the campaign and engagement is configured on the Provider account. This feature will enable the web messaging window to display the brand account to use their personalized logo in the window, offering a more personalized conversation for the associated Brand account.

How to enable:

  • The option to enable this is available when an account has the setup as a Content Provider.
  • The Engagement Window Studio will display a new option in the Header configuration, offering a checkbox to, “Display Brand Logo in Header”.
  • Given the selection is Enabled, the system will attempt to fetch the "account.profile.logo.url" from the associated Brand account.
  • If the system is unable to fetch the "account.profile.logo.url", or if it is not configured on the Brand account, the system should default to the value in the Image URL entry field.
  • If there is no value in the Image URL field, and the system cannot fetch the "account.profile.logo.url", there will be no Header displayed.

After logging off and logging on the page, Mute setting is now Saved

New functionality (LE UI 12.1)

A new capability was added to the Conversational Cloud, while a user is changing the “Sound ON/OFF” settings. While in the past, after changing the sound to “OFF” (Mute), and then logging off and logging on to the system, this setting was not saved and the sound was “ON” again. After this enhancement, the user can log off and log on and the setting is still saved, allowing the user to keep using his system the way he chose.

Paste text into Predefined content search leading to infinite scroll

New functionality (LE UI 12.1)

A bug has been discovered within the old Agent Workspace, which prevented users from searching Predefined content by pasting text to the search box (as pasting text to the search box led to infinite scroll). This behavior is now fixed and users can search by pasting content to the search box.

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