These release notes include new features arriving February 2021. 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.

[LE UI] New Instagram connector support in the Conversational Cloud

Type: New Functionality (LE UI 12.8)

The Conversational Cloud will support the new Instagram connector as a new third-party messaging channel in the data sources. Agents will be able to see all the pages that are currently connected to the respective Instagram handles. Additionally they will be able to subscribe to the new handles and unsubscribe from the existing one’s, making the onboarding of Instagram quick and easy for the brands.

Another advantage that brands will have that the agents would be able to configure the Ice breakers aka conversation starters during the onboarding process. Ice breakers provide a way for the consumers to start a conversation with the business with a list of frequently asked questions. A maximum of 4 questions can be set by the agents during the self-service onboarding process via data sources in the Conversation Cloud.

Limitations:

  • The Instagram connector is currently in an early adopter phase and requires approval from Facebook
  • Brands need to reach out to their LivePerson representative in order to start the approval process
  • Brands should have a Facebook account and Instagram handle prior to the account set up
  • Some agents will not be able to configure the Ice breakers and consumers wouldn’t be able to see them due to the new European privacy rules by Facebook for the following audience:
    • European pages in all chats
    • Pages with admins in Europe in all chats
    • Any chats with people in Europe

[Instagram] New channel support

Type: New Functionality

The Conversational Cloud will support Instagram as a new third-party messaging channel. Support for this popular platform will enable brands to engage in messaging on a larger scale and quickly meet the needs of contact center operations while utilizing the Conversation Cloud capabilities. The new channel name “Instagram” will be displayed under the source engagement attribute in the consumer info section of the Conversational Cloud.

Limitations: The Instagram connector is currently in an early adopter phase and requires approval from Facebook. Please reach out to your LivePerson representative in order to start the approval process. You should have a Facebook business page that is connected to an Instagram handle prior to the account setup.

Instagram will be ready for self-service onboarding at the end of the month, but brands can start using the channel once approved. Sign up now using this form.

[Instagram] User profile visibility

Type: New Functionality

Agents will be able to retrieve user profile information from Instagram that can be used to personalize the experience of people interacting with your business. This will allow agents to see the name and profile picture of the consumer that they are interacting with in the Agent Workspace.

Limitations:

  • For EU users, consumer names and profile pictures from Instagram will not be shown in the Conversational Cloud. Consumer name will display as “Instagram User”.

[Instagram] Image sharing support

Type: New Functionality

The Conversational Cloud supports Instagram users sharing image files as an attachment for both agent to consumer and consumer to agent. Agents will be able to share images using a file attachment widget in the text area of the Agent Workspace. This capability allows agents to explain complex issues or answer requests quickly and accurately. It makes messaging a more visual experience, increasing communication efficiency and reducing time to resolution.

Supported formats:

  • Supported formats by Instagram are jpg, gif, png, ico, bmp
  • The maximum file size is 5MB

[Instagram] Video sharing support

Type: New Functionality

The Conversational Cloud now supports Instagram users sharing video files with agents. Consumers will be able to share videos using a file attachment widget in the typing window during the conversation.

Limitations:

  • Agent to consumer file sharing is not yet supported by Instagram.

[Instagram] Secure forms support

Type: New Functionality

The Conversational Cloud now supports agents sending secure forms to consumers in Instagram conversations. Consumers will be able to tap on the link which will navigate them to the device default browser. They will be able to fill the form and submit it from there. Secure forms provide brands with an enhanced engagement experience.

[Instagram] Quick Replies support

Type: New Functionality

The Conversational Cloud now supports agents sending Quick Reply buttons to consumers in Instagram conversations. Agents can set up Quick Replies, which will be presented as a set of buttons for the consumers to reply with multiple choice answers to select from.

Limitations:

  • A total of 13 Quick Replies are supported and each Quick Reply button allows up to 20 characters.

[Instagram] CSAT Survey support

Type: New Functionality

The Conversational Cloud now supports the CSAT survey for the Instagram channel, which will send questions to consumers when the agent closes the conversation.

Limitations:

  • CSAT questions will not be sent to consumers when the conversation is closed by the consumer, or when conversation is auto-closed.

Please note: This feature requires backend enablement, contact your LivePerson representative for more information.

[Instagram] Story mentions

Type: New Functionality

Instagram allows agents and consumers to post images and videos with Stories. Stories have a slideshow format, and they remain live for a fixed period of 24 hours. This short-lived nature of content drives urgency. Stories enjoy a lot of visibility displayed right under the Instagram logo at the top of follower’s timeline.

Consumers can start conversations with brands in two ways using Stories:

  • Consumers tag the brand in their Story: Consumers can tag brands in their Story to notify them of any positive feedback, acknowledgement, complaints or any queries to a specific product/service that the brand offers. This will send a notification to the brands where the agents will be able to see the content (image/video) posted by the consumer. Note: The brand must follow the consumer or the consumer’s profile needs to be public, otherwise no conversation will be opened.
  • Consumer replies to the brand’s Story: Brands can market their products to their consumers while they are running a campaign for their products/services,actively engaging consumers over the interactive content that the brand will post.

Enablement: Story mentions are enabled by default. In the event that you don’t want to receive DMs from your consumers via the Story mention entry point, please contact your LIvePerson representative to disable this feature.

Story mention by the consumer:

Story mention disappears after 24 hours:

[Instagram] Post Conversation Survey support

Type: New Functionality

The Conversational Cloud now supports the Post Conversation Survey for the Instagram channel. Agents or the custom PCS bot will be able to trigger the Post Conversation Survey at the end of the conversation to obtain feedback from the customer on their experience with your brand. The consumer will be presented with a quick reply format to respond to the survey.

Please note: This feature requires backend enablement, contact your LivePerson representative for more information.

[Bot Analytics] Download of transcripts is now supported

Type: New Functionality

Channel: This enhancement is available for all channels supported by the Conversational Cloud platform.

In Bot Analytics, you can now download transcripts via the Transcripts view.

The following are known limitations in this release. These are soon to be resolved:

  • If you filter the transcripts using a Phrase Search, this returns only the first 10 results.
  • If you filter the transcripts using a Phrase Search and then download the returned transcripts, this yields an empty CSV file.
  • On the main dashboard, the Intent Match Rate now supports two decimal places. In the next release, this change will also be made to the Overview and Intents views for a bot.
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