These release notes include new features arriving November 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.

Files in Predefined Content

Type: Feature [Agent App v2.7.7]

Channels:

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

Availability

All brands.

Description

Files can now be sent as predefined content, using the predefined content widget.

Dependencies

None.

Limitations

None.

Agent Survey Widget

Type: Feature [Agent App v2.7.7]

Channels:

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

Availability

All brands.

Description

Agent Survey Widget has been implemented.

Enablement

Nothing needs to be done to enable this.

Dependencies

None.

Limitations

None.

Click to Call

Type: Feature [Agent App v2.7.7]

Channels:

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

Availability

All brands.

Description

Phone numbers sent in a conversation will be tappable and will open the user’s default phone dialer application.

Enablement

Nothing needs to be done to enable this.

Dependencies

None.

Limitations

None.

Self service for creating WhatsApp rich template in Proactive Web tool

Type: Enhancement [Proactive Messaging]

Channels:

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

Availability

All brands.

Description

Brands no longer need to go through their CSM/CP contacts for creating a rich WhatsApp template. Brands can create a new WhatsApp template with rich media such as header, footer, call to action or quick replies in the Proactive Web tool. Brands can click on “Message templates” in the top menu option, create new rich WhatsApp templates and submit it to WhatsApp for approval, all right from the Web tool.

Once the WA template is approved it can be used to send messages.

Proactive SMS channel now supports multiples variables via APIs

Type: Enhancement [Proactive Messaging]

Channels:

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

Availability

All brands.

Description

In the Proactive Web tool, for the SMS channel, brands can now create a new API handoff with multiple variables in the main body massage. Once the API handoff is defined, brand’s developers can use Proactive Messaging APIs to substitute the variables defined in the body text.

Proactive messaging API request payload


{
  "campaignName":"{{Add campaign name}}",
  "skill":"{{Add skill which is added in LE for this account}}",
  "templateId":"{{Add handoff id}}",// for example : H341116584310386
  "consumers":[
   {
        "consumerContent": {"wa": "{{Add recipient number}}", "sms": "{{Add recipient number to whom we send sms message}}"},
        "variables":{
           "1":"testVariable1",
           "2":"testVariable2",
        }
     },
    {
        "consumerContent": {"wa": "1469XXXXXXX", "sms": "1469XXXXXXX"},
        "variables":{
           "1":"hello”,
     “2”:“hello2”         }
     },
  ],
  "consent":true
}

Localized languages German and French

Type: Enhancement [Proactive Messaging]

Availability

All brands.

Description

Proactive web tool now is localized for additional two languages German and French.

Support for resolving stuck conversations

Type: Enhancement [Conversation Builder 11.0]

Channels: Available for all channels supported by the Conversational Cloud platform.

Availability

All brands.

Description

In this release of Conversation Builder, LivePerson adds support for resolving stuck conversations. This helps bots to re-engage the consumer when the conversation isn’t progressing as expected.

Retrying the consumer’s last message In a conversation, when the bot fails to respond to the consumer within 60 seconds, the consumer’s last message can be resent to the bot one or more times. You can configure the timeout interval and the number of retries. This “retry” flow is existing functionality that has not changed.

Once the retry flow is fully completed, if the bot still fails to respond to the consumer, the conversation is identified as “stuck.”

Resolving stuck conversations In this release, we introduce a few ways to resolve stuck conversations. Now, you can resolve them by:

  1. Asking the consumer to resend their original query. If you configure this, the conversation starts anew, and the consumer is sent, “I’m sorry. Something went wrong, so let’s start fresh. Could you restate your question in a few words?” You can customize the message.
  2. Transferring the conversation to a human agent. To add support for this, you must specify the human agent skill ID that can better assist the consumer.

Enablement

You must manually add support for this flow. You can add just Step 1 or both Steps 1 and 2. You cannot add Step 2 alone. If you configure both steps, they are tried in the order above.

Note: For an optimal consumer experience, LivePerson recommends that you configure both steps. For more information, including details on how to add support, see the discussion on resolving stuck conversations in the Best Practices section of the Conversation Builder documentation in the Developer Center.

Comments to interactions

Type: Enhancement [Conversation Builder 11.0]

Channels: Available for all channels supported by the Conversational Cloud platform.

Availability

All brands.

Description

You can now add comments to an interaction to annotate your solution, i.e., to describe what the interaction is for, what it does, and what it needs.

Use comments to quickly explain things. They are particularly helpful when you work in a collaborative context that includes multiple bot builders, and when the person maintaining the bot isn’t the one who built it originally. In a comment, a maximum of 240 characters are allowed. HTML tags are not allowed.

Intent Manager introduces a Commerce: Purchase Product domain

Type: Enhancement [Conversation Builder - Intent Manager 11.0]

Channels: Available for all channels supported by the Conversational Cloud platform.

Availability

All brands.

Description

Getting started with Conversational Commerce (cCommerce) just got much easier! Intent Manager introduces a new Commerce: Purchase Product prebuilt domain. Like all other prebuilt domains, this domain is ready-made and pre-trained.

This is a new type of prebuilt domain. Domains like Telecommunications and Financial Services are intended for a specific vertical and designed for coverage, meaning the model covers most of the intents that your customers might express. In contrast, the Purchase Product domain covers a specific set of intents related to product search and information, order management, and product shipping, with much greater precision and accuracy than was possible previously. When the model captures an intent, it has a very high reliability that it got it right, reducing the risk of false positives. Precision as high as 0.92 (out of 1.0).

The Commerce: Purchase Product domain includes intents such as:

  • Search for product
  • Return product
  • Request product size
  • Check order status
  • Check shipping availability

The Purchase Product domain isn’t limited to a specific vertical; if your business needs support for intents like these, you can take advantage of this domain to get up and running quickly with cCommerce intents. The domain can supplement the other domains in your solution that cover care and vertical-specific intents (using the recently released multi-domain functionality), or the new intents and training phases can be added to an existing domain. It is also supported for use as a starter pack, which involves selecting training phrases from your own messaging for even greater precision.

LivePerson NLU enhancements

Type: Enhancement [Conversation Builder - Intent Manager 11.0]

Channels: Available for all channels supported by the Conversational Cloud platform.

Availability

All brands.

Description

In this release, Intent Manager includes the following Natural Language Understanding (NLU) enhancements:

  • The LivePerson NLU engine now supports French, German and Indonesian.
  • If you’ve deployed your own NLU engine built on the Rasa open source NLU framework, you can now use it for NLU intelligence within LivePerson’s Conversational Cloud. Importantly, this lets you keep the investment that you’ve made in your own NLU solution.

Conversational AI applications are now available in French, German and Indonesian

Type: Enhancement [Conversation Builder - Conversational Applications 11.0]

Channels: Available for all channels supported by the Conversational Cloud platform.

Availability

All brands.

Description

The following Conversation AI applications now make the user interface available in French, German and Indonesian:

  • Conversation Builder
  • Intent Builder
  • Knowledge Base
  • Bot Analytics
  • Bot Accounts
  • Bots Status

All copy within the interface (labels, error messages, etc.) is available in the target language.

To change the language, access your Conversational Cloud profile, click My Details, and change the Language setting.

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