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.

WhatsApp Reply Button Templates

Type: Enhancement [WhatsApp Connector]

Channels:

Web Messaging Mobile App Messaging Twilio Facebook Messenger 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

This release allows brands to send WhatsApp Reply Button messages to consumers. Reply Buttons are rich messages that contain an optional image, a text and buttons. These messages enable new use cases on the WhatsApp channel such as sending product information or simplifying bot flows. More information can be found in the developer documentation. Brands that are using Conversational Builder can send the Reply Buttons using the universal tile and soon also using the “Structured Question” element or the “Button Question” element.

Enablement

Enabled by default.

Limitations

  • Reply Button messages must contain between 1 and 3 buttons.
  • Images that are sent as part of ReplyButtons must be whitelisted.


Knowledge Base is now KnowledgeAI and features rich analytics

Type: Enhancement [KnowledgeAI - Release 2021_10.0]

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

Availability: All brands.

Description

The Knowledge Base application—now called KnowledgeAI—introduces several, exciting changes.

KnowledgeAI’s new home page includes a dashboard of rich, diagnostic analytics. Use the dashboard to get an at-a-glance, holistic understanding of when and how your knowledge content is being used. Also check out the displayed alerts and warnings, which are designed to let you know when to take action.

Your knowledge base listing and management experience has also been updated for enhanced usability and insights. First, your list of knowledge bases now comes in two forms: There’s the usual list layout, but now there’s also a handy card layout. You can toggle between these views easily and use whichever you prefer.

Second, as you click into each knowledge base, you’ll find that each has its own dashboard of rich, diagnostic analytics, so you can review knowledge base performance individually.

Finally, there’s a new Answer Tester tool. This tool is similar to the previous Question Tester tool that was available within a knowledge base. The difference is that you can now test questions and and answers at the account-level, i.e., across your knowledge bases too.

Enhancements to post-conversation survey bots

Type: Enhancement [Conversation Builder - Release 2021_10.0]

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

Availability: All brands.

Description

You asked, so we are delivering! In this release, we introduce a host of enhancements to post-conversation bots that have been requested by you:

  • Customize the survey bot’s consumer-facing name and picture
  • Target surveys to conversations with minimum activity thresholds
  • Connect survey bots to skills more easily
  • Reporting: New survey outcomes on the Survey Dashboard for Messaging
  • Survey expired messages
  • New warning when removing Evaluate Options match conditions

Customize the survey bot’s consumer-facing name and picture On the Account Details page in Bot Accounts, you’ll find new controls for customizing the name (full name and nickname) and picture URL of the survey bot.

Target surveys to conversations with minimum activity thresholds Sending surveys to your consumers who aren’t interacting with your brand can negatively impact your CSAT score without cause. For this reason, we’ve added an account-level setting that lets you send surveys only to engaged consumers. Turn the setting on, and then specify the minimum number of messages that must be sent by the bot/human agent and by the consumer for the survey to be triggered. This is all done on the Account Details page in Bot Accounts.

If desired, you can also override these settings at the bot level. This is done in the bot’s Bot Settings.

Connect survey bots to skills more easily Now, when selecting the skill(s) that will trigger the survey bot, you can use the available controls to sort and filter the skills and to search for a skill. This makes things easier when you have a lot of skills from which to select.

Reporting: New survey outcomes on the Survey Dashboard for Messaging The following expanded list of survey outcomes are now reported on the predefined Survey Dashboard for Messaging:.

  • Ignored: The consumer was sent a survey but didn’t respond.
  • Completed: The survey reached the end of the configured flow.
  • Partially completed - timed out: The consumer answered some questions, then abandoned the survey.
  • Closed by consumer: The consumer closed the survey conversation.
  • Unrecognized consumer message: The bot repeatedly didn’t understand the consumer’s message, repeatedly sent a fallback response, hit the max number of fallback responses, and closed the survey as a result.
  • Not supported: The consumer’s device didn’t support the survey flow (SDK is incompatible).

Proactive session expired messages Proactively notify consumers when a survey has expired. Previously, during the survey conversation, the bot only sent a “session expired” message in response to the consumer sending a message after the session had expired. Now, as of this release, the “session expired” message is proactively sent as soon as the session expires. The conversation is then closed.

Use the bot-level Session Expired Message setting to customize the message to send before closing the conversation (e.g., inform a consumer that a survey has expired). This setting is unique to post-conversation survey bots and not available to other Conversation Builder bots.

New warning when removing Evaluate Options match conditions By default, survey interactions are configured to use Evaluate Options match conditions. This type of match condition determines whether the consumer’s answer choice matches the answer choice specified in the match condition, and, if it does, the Next Action is triggered.

Using Evaluate Options match conditions to trigger Next Actions is recommended to ensure proper recognition of the consumer’s response by the bot. From time to time, we’ve heard from folk who have accidentally removed these match conditions, breaking their survey automation. Therefore, as a help, we’ve added a warning if you try to remove one of these match conditions: If you delete this option, add patterns or a RegEx expression that accounts for all possible consumer responses. Are you sure you want to delete?

Prebuilt domains now available in additional languages

Type: Enhancement [Intent Manager - Release 2021_10.0]

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

Availability: All brands.

Description

We’re excited to announce that we continue to enhance our global offering: You can now add LivePerson’s prebuilt domains in additional languages other than English. This makes it quick and easy to get started with a domain in a desired language.

Which languages are available? If our LivePerson NLU engine supports a given language, you can now find a prebuilt domain in that language too. Currently, this means there are prebuilt domains available in:

  • English
  • Italian
  • Japanese
  • Portuguese
  • Spanish

LivePerson NLU engine supports Italian

Type: Enhancement [Intent Manager - Release 2021_10.0]

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

Availability: All brands.

Description

In this release, LivePerson broadens the language support for its LivePerson Natural Language Understanding (NLU) engine: Italian is now a supported language.

The UI is now available in Italian and Spanish (Spain)

Type: Enhancement [Conversational AI applications - Release 2021_10.0]

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

Availability: All brands.

Description

The following Conversation AI applications now make available a the user interface available in Italian or Spanish (Spain):

  • 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.

Support Watson disambiguation response

Type: New functionality [Bot Connectors 2.34]

Availability: All brands.

Description

With this feature, LivePerson will support the Watson Disambiguation feature for Watson V1 and Watson V2 bots.

How to enable it?: To use the Watson Disambiguation feature no further steps are required in Third-Party bots. Follow the Watson documentation to enable the feature for your bot. Disambiguation responses will be rendered as quick replies.

Block PublicAPI usage of bot agents

Type: Enhancement [Bot Connectors 2.34]

Availability: All brands.

Description

With this feature any login requests to the PublicAPI endpoint which are using the same credentials as the bots configured and running via the ThirdPartyBots platform will be blocked. This is made to ensure the running bots will not be kicked out from within LivePersons Conversational Cloud since it only allows one concurrent agent session at time.

Allow Invocation of LivePerson Functions in the conversation tester

Type: Enhancement [Bot Connectors 2.34]

Availability: All brands.

Description

New validations were added. This enables the bots to respond with Function Invocation actions on all vendors in the Conversation Tester.

Four new translations added

Type: Enhancement [Bot Connectors 2.34]

Availability: All brands.

Description

Adds translations for spanish (Latin America), italian, japanese and brazilian portuguese.

Show up-to-date agent details instead of original data

Type: Fixes [Bot Connectors 2.34]

Availability: All brands.

Description

Thus far, information about the bot agent was stored directly in LivePerson's Database. Because of this we showed e.g. the original skill assignment even if the skills assigned to the bot agent were changed. With this fix, only the agent identifier will be stored and will always show up to date information fetched from ac-users.

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