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.

In-App channel supports sending images in Proactive messages

Type: Enhancement [Proactive messaging]

Channels:

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

Availability: All brands.

Description

Brands can now send images in the Proactive messages for In-App channels. Brands can configure their API handoff in the Proactive Web tool to include images.

Consumer experience

Brand experience

Self service for adding domains to a permitted list

Type: Enhancement [Proactive messaging]

Availability: All brands.

Description

Admins can now add the domains permitted by the brands in the Settings section. Only media URLs (such as images, documents, etc) that are in this permitted list of domains are allowed to be used in Proactive messages.

Outbound reporting API (Analytics API) extends the allowed time range

Type: Enhancement [Proactive messaging]

Availability: All brands.

Description

Outbound reporting API (Analytics API) can now fetch data for more than 1 day; we have increased it to a 60-day time range.

Localized languages Italian and Spanish-SP

Type: Enhancement [Proactive messaging]

Availability: All brands.

Description

The Proactive web tool is now localized for two additional languages: Italian and Spanish-SP.

Campaign Analytics includes response status metric

Type: Enhancement [Proactive messaging]

Availability: All brands.

Description

The Campaign analytics dashboard will have a response status KPI chart available for the respective campaigns.

In-App channel supports sending images in C2M message

Type: Enhancement [C2M]

Channels:

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

Availability: All brands.

Description

Brands can now send images in the Proactive messages for In-App channels. Brands can configure their API handoff in the Proactive Web tool to include images.

Consumer experience

Brand experience

Support C2M for Apple Business Chat (ABC) channel

Type: Enhancement [C2M]

Channels:

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

Availability: All brands.

Description

Connect to messaging supports the ABC channel. Brands can now set up their IVR deflection to use the ABC channel.

Limitations

  • When a voice call is deflected to the ABC channel, the consumer receives an SMS message with a link to start an ABC chat session. Consumers can tap on the ABC link to start a conversation in the Apple Business Chat window, or they can reply directly in the SMS channel.
  • If the receiving consumer is on an Android phone and taps on the ABC link, then they will be redirected back to SMS to continue the conversation with the brand.

Reporting Dashboard - Full funnel metrics available

Type: Enhancement [C2M]

Channels:

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

Availability: All brands.

Description

The Reporting dashboard includes a new chart for the following funnel metrics: number of messages attempted, eligible, delivered, read, conversation started and conversation closed.

Add complex evaluations and time based criteria to your dynamic routing policies

Type: Enhancement [Dynamic Routing]

Channels:

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

Description

Dynamic Routing now includes a new expression editor that brands can use to configure complex routing policies that require complex evaluations or time and date based criteria.

Examples:

  1. Routing VIP consumers to specific agents or skills within business hours.
  2. Routing conversations from certain channels with critical intents during the busiest months or weeks.
  3. Combining multiple complex evaluation criteria to arrive at a logical decision for routing.

Available actions

  • Logical Operations: AND, OR & NOT
  • Mathematical Operations: +, -, *, ^, %, sqrt
  • Nested Conditions
  • Dates, Times, Days of the week

Availability: This is only available to brands that are on v2 of the Context Service. All accounts will gradually be migrated from v1 to v2 by the end of 2021. Migration will be a seamless process that will be performed by the product team and brands don’t need to worry about it. Please talk to your LivePerson account executive if you want to be moved to v2 sooner. The v1 APIs will be deprecated on December 31, 2022.

Enablement

The expression editor is available to all brands who have been upgraded to Context Service v2. To use this feature, launch Conversation Orchestrator from the applications menu in the Conversational Cloud and then switch to “Write an expression” when creating a new Dynamic routing policy.

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