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.

[iOS SDK] Error reporting enhancements

Type: New Functionality (iOS SDK 6.2)

The new SDK error reporting will allow brands to better understand what failures they are seeing, and how they might be fixed. The SDK will emit a unique error code that will help troubleshoot the issue with descriptions of the errors.

[iOS SDK] Proactive and IVR deflection to App Messaging

Type: New Functionality (iOS SDK 6.2)

As we continue to enhance the Proactive and IVR to Messaging solutions, App Messaging is a new channel we added to our offering that currently supports SMS and WhatsApp. Brands using the Mobile SDK and allowing their consumers to message them through their app, will now be able to send outbound messages to their consumers via the app.

Enablement To integrate Proactive or IVR Deflection to App messaging, brands must follow these configurations steps when implementing the SDK (minimum version iOS SDK 6.2):

  • Make sure the brand app already has push notification set up in order to enable their consumers to receive notifications. You can find detailed instructions on how to set up LivePerson's push notification service here.

Limitations

  • Currently the proactive messages only work for notifications that are received when the application state is not active and the notifications are tapped.

[iOS SDK] Send Push Notification in logout state - new Logout API

Type: New Functionality (iOS SDK 6.2)

Consumers can now receive push notifications even in logged out state from the app. The Mobile SDK has introduced a new enum configuration to let brands decide If they want consumers to receive notifications even when logged out.

Enablement Brands can choose either of the following configurations to unregister user from pusher:

func logout(unregisterType: LPPusherUnregisterType, completion: @escaping ()->(), failure: @escaping (_ errors: [Error])->())

LPPusherUnregisterType

  • All: unregister for all types of push notification messages
  • None: do not unregister from the pusher at all
  • Agent: Unregister only for agent push notification messages. Consumers can still receive outbound push notifications sent from the Proactive or Connect to Messaging (IVR) services.

Type: New Functionality (iOS SDK 6.2)

The iOS mobile SDK will now support rendering links automatically when adding them in the hiMessage and Welcome Message. Now, When setting a URL(https:), sms:, tel:, facetime: or facetime-audio:, as part of the Welcome Message text or "hiMessage" string, these elements will by highlighted as links.

Limitations

  • This change only adds support to url, sms, tel, facetime, facetime-audio, and doesn't cover hyperlinks format.

[iOS SDK] LPConfig property inputTextViewContainerBackgroundColor is not respecting color

Type: Bug fix (iOS SDK 6.2)

Fixed a bug where setting inputTextViewContainerBackgroundColor color to clear, it will surface hidden UI elements. This bug has been resolved.

[iOS SDK] LPConfig property conversationBackgroundPortraitImage is not changing image

Type: Bug fix (iOS SDK 6.2)

A bug was found causing the background image to not change when setting LPConfig conversationBackgroundPortraitImage. This bug has been resolved.

[iOS SDK] Gap in background color on SDK messaging window

Type: Bug fix (iOS SDK 6.2)

A bug where there was a gap of white space surrounding the conversation separator on SDK iOS 6.1.0.747. This bug has been resolved.

[iOS SDK] Loading screen is not showing after resuming conversation after logout

Type: Bug fix (iOS SDK 6.2)

A bug was found where the loading screen was not showing after resuming conversation after logout. This bug has been resolved.

[iOS SDK] Unread message divider is not showing for one unread message

Type: Bug fix (iOS SDK 6.2)

A bug was fixed where an unread message divider was not showing for one unread message.

[iOS SDK] File/Photo preview not updated when network unreachable

Type: Bug fix (iOS SDK 6.2)

A bug was found where If a consumer loses connection while sending an image/file, the image/file sent did not display the error icon to indicate the image/file was not sent. Now when an image/file cannot be sent to a network issue the consumer will see the failure indication.

[iOS SDK] Brand Avatar not displaying inWindow Mode

Type: Bug fix (iOS SDK 6.2)

A bug was found when using the brandAvatarImage configuration, causing the image to not be displayed on the navigation bar of the conversation screen. Now, It will be displayed in the same position as the Agent Avatar when the consumer is having a conversation.

[iOS SDK] Scroll to bottom issue when conversation screen is loaded and has content but screen does not scroll all the way down

Type: Bug fix (iOS SDK 6.2)

A bug was found when the conversation screen was loaded with content, the screen did not scroll down to bottom although the scroll to button configuration is set to bottom. This bug has been resolved.

[iOS SDK] Closed conversation divider is displayed in auto closed conversations

Type: Bug fix (iOS SDK 6.2)

A bug was found where closed conversation dividers were displayed in auto closed conversations, although it should not be displayed in auto closed conversations by default. We also added a new configuration that allows brands to decide if they want to show the divider or not in case of auto closed conversations.

Enablement

New configuration enableConversationSeparator will allow brands to control if the whole separator view should be displayed or not, this is how the old configurations would work:

  • enableConversationSeparatorTextMessage: enables separator text message when conversation resolved from agent or consumer.
  • enableConversationSeparatorLine: enables a separator line when conversation resolved from agent or consumer.

See the new configuration in the Developer Center

Note: Separator Text and Line won't be displayed if enableConversationSeparator is disable, even if enableConversationSeparatorTextMessage or enableConversationSeparatorLine are enabled

[iOS SDK] Encryption Recovery - Reset user messaging cache

Type: Bug fix (iOS SDK 6.2)

When a user logs in and the encryption keys have either failed or are not set in place, the data store was unable to be retrieved by Core Data. The SDK is unable to decrypt the messages.

To fix this we created a service responsible for deleting the local cache in stages, while resetting the user encryption key:

  • All data
  • User only data
  • Brand only data
  • Specific user relevant data

[iOS SDK] Fixing input text view cut off on the right side in file preview view

Type: Bug fix (iOS SDK 6.2)

A bug was discovered where in the file preview, the input text view is cut off partially on the right side. This bug has been resolved.

[Marketplaces] Allow Providers to insert Merchant Brand Names into the Welcome Message

Type: New functionality (WX 10.7)

Provider accounts can now use a wildcard within the welcome messages based on the Merchant account’s configuration to provide a more personalized experience to a Network Manager driven conversation. This enhancement will display the Merchant’s configured Brand Name within the Provider defined welcome message, so that after the consumer starts a conversation with Merchant A, the welcome message is unique to Merchant A. Given they engage with Merchant B, the welcome message can be specific to Merchant B. This allows consumers to feel confident they are messaging the correct brand, and for individual brands to showcase themselves within the provider messaging experience.

[Window] Collapse consumer message history when new conversation starts

Type: New functionality (WX 10.7)

Brands can now configure collapsing message history in the consumer window. Utilizing this option reduces initial window load time and improves consumer experience for consumers with long message histories. We will be slowly changing the default for all brands to collapse history in the coming months. This setting can be changed at any time in the Engagement Window Studio (Under the menu > Look and Feel section).

Note: These changes in Engagement Window will be available after the release of LEUI 12.7.

WCAG 2.1 AA / Accessibility Remediation

Type: Enhancement (WX 10.7)

The Web Experiences team is partnering with Deque, a website accessibility firm, to remediate, validate, and ultimately certify the LivePerson consumer experience as WCAG 2.1 AA compliant. To reach WCAG 2.1 AA compliance, we will be deploying fixes to the consumer experience over the next few months that will incrementally get us to certification.

Please note that issues that are remediated and validated under WCAG 2.1 AA compliance only apply for the default engagements, window themes, and out-of-the-box features/taglets within the consumer window. Any Brands that utilize custom windows, taglets, and engagements, should be reviewed and updated by the customer, or their representative, to meet WCAG 2.1 AA compliance.

[Window] NVDA screen reader announces characters twice

Type: Bug fix (WX 10.7)

This bug has been resolved.

[Window] Pre-chat survey announces “aria-label” unnecessarily

Type: Bug fix (WX 10.7)

This bug has been resolved.

[Window] audio elements must have a captions track

Type: Bug fix (WX 10.7)

This bug has been resolved.

[Mobile Web Window] Honoring bold and underline within messages

Type: Bug fix (WX 10.7)

When an agent sends a message that includes text that is bold and underlined, the window will now show the message to the consumer as both bold and underlined.

Type: Bug fix (WX 10.7)

When a consumer sends a link in the mobile web window, the message will now appear as underlined text, can be clicked and opened, as expected of a link.

[Mobile Web Window] Text formatting (bold, underline, italicized) does not show in consumer chat window

Type: Bug fix (WX 10.7)

When a consumer sends text in the mobile web window, the message will now appear with the correct formatting.

[Authenticated Web] Resuming an auth web messaging conversation via the identities function does not work when 3rd party cookies are blocked

Type: Bug fix (WX 10.7)

When a browser blocks the window from opening up to resume an authenticated message, the window will appear in a minimized state on the webpage. When the consumer clicks on the minimized window, the window will open in a separate window as it does normally when cookies are blocked. Brands can configure this behavior within the taglet if this flow is sub-optimal.

[[Window] Data Masking notification banner not showing in the window

Type: Bug fix (WX 10.7)

Fixed an issue where the data masking banner was not displayed on chat or messaging window, note that data masking was and is working as expected.

[[Window] Web Messaging window makes duplicate shift-status-skill calls at "shift start" and "shift end" causing traffic spike on UMS

Type: Bug fix (WX 10.7)

This bug has been resolved.

[[Window] Redundant calls for favicon if in external window

Type: Bug fix (WX 10.7)

This bug has been resolved.

[CCPattern] Luhn check is missing from cleanCCPatterns taglet

Type: Bug fix (cleanCCPatterns v10.7)

This bug has been resolved.

[CCPattern] CleanCCPatterns taglet fails when REGEX contains a percentage symbol

Type: Bug fix (cleanCCPatterns v10.7)

It is now possible to use the % operation in REGEX without errors.

[Unauthenticated Messaging] Unified.window.allow.first.party.storage now honors consumer clear history

Type: Bug fix (Unauthenticated Messaging v1.10)

When first.party.storage is set to true and a consumer clicks ‘Clear History’ in the action menu, the window will close and their conversation history will be empty when the consumer opens the messaging window again.

[LE UI] Custom rings

Type: Enhancement (v12.7)

This ringtone enhancement will enable users to select a different ring from a variety of 8 new ringtones. Previously, the sound for an incoming conversation, or “ring”, has been outdated and we can see the agents muting the Conversational Cloud, which can cause them to miss incoming calls. To keep things from getting monotonous - each ring has 4 "variations", which will play individually for incoming conversations. The selected ring is saved at the user level, so each user can select their preferred ring.

This feature will not affect chat and won't appear for accounts which don't have the Enhanced Agent Workspace). This feature will be enabled by default.

[LE UI] Block self-provisioning when multiple connectors are present

Type: Enhancement (v12.7)

Twilio SMS provisioning enables users to self-provision Twilio SMS numbers under Campaign Management -> Data Sources -> Twilio SMS. Support for multiple Twilio accounts was recently added to the Conversational Cloud, but not to the self-provisioning flow. This enhancement blocks self-provisioning when multiple Twilio connectors have been provisioned on an account.

[LE UI] Accessibility bugs

Type: Bug fix (v12.7)

The following accessibility bug fixes were found related to incidents opened by customers after audit:

  • NVDA/JAWS are not narrating name for the information(i) button, just narrating as button when navigated to it in browse/cursor modes(down arrow key).
  • User is not able to activate the ‘Help’ icon present in the banner landmark of the page, while navigating using Keyboard(Tab).
  • Luminosity ratio is less than the minimum of 4.5:1 for all the text in the ‘Set Concurrency’ dialog.
    • element is implemented with an unsupported child role="button".
  • Screen Readers(NVDA/JAWS) are narrating incorrect ‘Role’ and not narrating the ‘Name’ and ‘State’ for radio buttons in the dialog, while navigating using browse/cursor mode.
  • Luminosity ratio is less than the minimum of 3:1 for 'Save' button in the 'Add User' page.
  • Keyboard focus is not moving to the 'Add user' button when navigated in keyboard tab key
  • Keyboard focus is not moving to the 'Users' & 'Skills' tab items when navigated in keyboard tab key.

The above bug have now been resolved.

[LE UI] Live Chat Manual Mode is not visibly selected - missing check mark

Type: Bug fix (v12.7)

A bug has been discovered within Night Vision for the ACD (Automatic Conversation Distribution) configuration section. When an account chooses to have the 'Manual mode' enabled for Live Chat ACD setting, the row for that setting doesn't have the check mark (blue fill in the radio button). Due to this it appears like there is no ACD option chosen. This behavior is now fixed and the check mark will appear as expected.

[LE UI] Chat workspace has overlapping widgets

Type: Bug fix (v12.7)

A bug has been discovered within the conversation list of the chat workspace, when accepting a conversation from the enhanced Agent Workspace for messaging and then moving to the chat workspace. In this case the conversation’s widgets shift over and cover up the chat window. This behavior is now fixed, and moving between those two modules is smooth.

[LE UI] Analytics Builder Button is available for users with no permison

Type: Bug fix (v12.7)

The Analytics Builder button, inside the reporting area is available for Agent Managers, Campaign Managers and Administrators when they don't have Analytics Builder permissions (View reports, Customize, Share reports) in their profiles. With this change, the Analytics Builder button will be available only to users that have one of the Analytics Builder permissions.

[LE UI] Allow brands to orient Welcome Message quick reply

Type: Bug fix (v12.7)

It is now possible to orient the Welcome Message quick replies into a vertical list, not only a horizontal scroll. This can be configured in the Welcome Message screen within the Engagement Window Studio.

Engagement Studio setting:

Wrapped quick replies:

Unwrapped quick replies:

[LE UI] Separating description fields in the Connection Panel

Type: Bug fix (v12.7)

Currently, when a customer wants to create a case through the Connection Panel, the customer fills multiple fields out like Description, Scope, Timeframe, and Expected behavior. When the customer clicks to create the case these fields get concentrated into a single description with line separators. All these fields are now separate with this change so Salesforce can process them better.

[LE UI] "Ring for All" Manual Mode option in Night Vision

Type: Bug fix (v12.7)

The Manual Mode, or “Ring for All” feature as it was once called, enables all agents to see incoming conversations to their account, and the first agent to click accept will be assigned the conversation. Previous to this enhancement, this toggle option was not visible to all users in the Change Queue Options screen in Night Vision (depended on backend enablement). Moving forward, all accounts will have the Messaging Queue option visible for use. Note: This is NOT a default option, so there will be no changes to existing configurations when this is released, only the option to choose this queue type will be available.

Manual Mode option:

[LE UI] Name change to "Conversational Cloud" within the Users Tab

Type: Bug fix (v12.7)

The users' module footer section had the previous LiveEngage branding instead of the Conversational Cloud branding. It was fixed and changed to "Your Conversational Cloud account's interface language is" instead.

[LE UI] Fix sources param for accounts without Common.profiles

Type: Bug fix (v12.7)

The users module failed to load for accounts without the Common.profiles feature due to adding the source param in the url requests. The issue was fixed and the param is now removed for those accounts.

[LE UI] Agent manager is able to reconfigure general account settings

Type: Bug fix (v12.7)

Agent managers who had access to the Users tab in the users model could previously reconfigure general account settings via the Users tab footnotes. It affected the entire account even if the agent manager only managed a subgroup of that account. The bug is fixed and only account admins are able to configure those settings, for agent managers, those fields are disabled.

[LE UI] Specific users/accounts unable to login to multiple accounts

Type: Bug fix (v12.7)

A bug was found where in specific scenarios a user logging into a second account on a different tab on the same browser would cause the first account to logout. The root cause also caused a less severe (but more common) issue where (assuming the user was able to login to multiple accounts on different tabs) logging out of one account would log out of the other accounts too. This issue has been resolved.

[LE UI] All Conversations title displaying with all capital letters in Russian

Type: Bug fix (v12.7)

A bug was found causing the title of the All Conversations page of the Agent Workspace to display in all capital letters for the Russian language. This issue has been resolved.

[LE UI] Engagement Window Studio preview blank

Type: Bug fix (v12.7)

For some APAC accounts, a bug was discovered where some accounts would see an engagement preview as blank and would have to create English engagements as a workaround. This issue has been resolved.

[LE UI] NEW permission for Agent Managers - Not relevant for now

Type: Enhancement

The Conversational Cloud user module is now showing a new permission for the Agent Manager role. The permission is “Management Console: View and Access module”.

This permission is a placeholder ONLY and has NO effect on the UI or any role, in any way. This is in preparation for a feature that is planned to be delivered by the end of Q1, which will include an administration workspace named “Management Console”.

This feature is OFF by default, but even if turned on, it will have no effect on the platform, the roles, and the profiles, at this time. We will keep updating prior to releasing this feature, and prior to this permission to effect anything.

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