These release notes include new features arriving September 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.

New connector support

Type: New functionality [Viber]

Channels:

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

Availability: All brands

Description

The Conversational Cloud will support Viber Messenger as a new third-party messaging channel. Support for this popular platform will enable brands to engage in messaging on a larger scale and to quickly meet the needs of contact center operations while utilizing the Conversation Cloud capabilities.

Enablement

Please contact your LivePerson representative to set up the Viber channel on your account.

User profile

Type: New functionality [Viber]

Channels:

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

Availability: All brands

Description

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

Enablement

Enabled by default.

Image and file sharing support

Type: New functionality [Viber]

Channels:

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

Availability: All brands

Description

The Viber Messaging channel supports image and file sharing from consumer to agent and from agent to consumer.

Supported formats:

  1. Supported formats are jpg, png, pdf, docx.
  2. The maximum file size is 5 MB.
  3. The maximum image size: 1MB on iOS, 3MB on Android.
  4. Forbidden file formats.

Enablement

Enabled by default.

Secure forms support

Type: New functionality [Viber]

Channels:

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

Availability: All brands

Description

The Conversational Cloud now supports agents sending secure forms to consumers in Viber conversations. Consumers will be able to tap on the link which will navigate them to the device's default browser. They will be able to fill the form and submit it from there.

Enablement:

Enabled by default once the secure form feature is enabled on the account.

Quick Replies support

Type: New functionality [Viber]

Channels:

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

Availability: All brands

Description

Agents and Bots will have the ability to send quick replies to consumers on Viber. The quick reply options will be presented as a custom keyboard.

Enablement:

Enabled by default.

Welcome Message

Type: New functionality [Viber]

Channels:

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

Availability: All brands

Description

Welcome messages on Viber allow brands to define an initial message and response options for consumers. The welcome message will be shown to consumers once they follow a brand on Viber.

Enablement:

Please contact your LivePerson representative to enable this feature.

Post Conversation Survey support

Type: New functionality [Viber]

Channels:

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

Availability: All brands

Description

The Conversational Cloud now supports the Post Conversation Survey for the Viber channel.

Gather feedback from consumers and measure their success across all messaging channels with the Post Conversation Survey.

Enablement:

Enabled by default.

Tags: