These release notes include new features arriving June 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.
Engagement Controller [coming soon]
Type: New feature
This feature is in gradual rollout
The Engagement Controller is a feature within Conversation Orchestrator that enables brands to control the incoming flow of conversations in Web Messaging.
This feature is in addition to the existing Campaign Builder settings. It allows brands to use welcome bots to start conversations and will show or hide Web Messaging engagements based on skill availability. Campaign Builder settings such as enable or disable engagements or Campaign time frame will always have higher priority than Engagement Controller settings.
Users are able to set up rules that contain conditions which check skill availability based on the queue size and the wait time metrics as well as actions to show or hide engagements. Rules can be set up on the campaign or engagement level. Rules on campaign level will affect all engagements in this campaign.
How to enable
Please contact your LivePerson account team