These release notes are for the Week of November 18th. You can view them at this location as well.


These release notes include new features arriving to LiveEngage during November 2019. 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.

Enable Rollover for Back end messaging

Type: New functionality

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
NA NA NA NA NA NA NA NA NA NA NA NA

This functionality allows brands to let a dedicated 3rd party Contact Center handle conversations for the main brand on their behalf, rather than answering messages themselves. Additional configurations on the brand level are required to make this feature work.

This feature is enabled on a per brand basis by the LivePerson account team

Agents will see all conversations that they are a participants in

Type: Enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
NA NA NA NA NA NA NA NA NA NA NA NA

Agents currently only receive conversations in the Open Connections tab of the Agent Workspace that are directly assigned to him. Once the feature is enabled by the LivePerson account team, agents will receive all conversations in the Open Connections tab of the Agent Workspace that they are a participant on.

The LivePerson account team will enable this automatically for all customers after the deployment is complete.

Maximum length of quickReply field in the Post Conversation Survey updated

Type: Enhancement

Web Messaging Mobile App Messaging Twilio Facebook Messenger ABC Line Google RCS Google My Business WhatsApp Business CM WeChat Chat
NA NA NA NA NA NA NA NA NA NA NA NA

Previously the number of characters available to clients in the quickReply field of the Post Conversation Survey to 5000. This has been expanded to 15000 characters.

Fixed Validation when creating Avro Event with incorrect PhoneType SDE (async-messaging)

Type: Bug fix

If the PhoneType field in a client’s Structured Data Element is not a number ( e.g. “HOME” instead of “1”), the back end messaging server fails to parse it to the numeric value, eventually resulting in a rejection of the SetUserProfile request. This usually manifests itself as the user name being shown as “Visitor” in the All Connections page.

This has now been fixed enhancing the PhoneType parsing so the SetUserProfile request will not be rejected.

Fixes in WorkShiftManagement - for incorrect ETTR calculations

Type: Bug fix

Errors in the Work Shift Management feature (due to the time zones difference and DayLightSaving), including calculating an incorrect ETTR for clients that resulted in an extra day being added to shift start times on certain occasions.

Conversations stuck after transfer to skill request and ensuing failure loop

Type: Bug fix

On some occasions when a request to transfer a conversation to a skill was validly rejected, the back end messaging server still attempts to re-route the conversation and became stuck in a loop. This also caused the conversation to become stuck for the client.

Additional validation have been added to prevent it from attempting the re-route under those conditions.

AgentRequestConversation allocated group field is set to an allocated groupId of previous consumer's conversation

Type: Bug fix

Available to all customers: Yes

Previously, agents that requested conversations had their group become the conversation’s allocatedGroup. This resulted in stuck conversations in certain circumstances, if the conversation was requested by a manager who then attempted to transfer it to another agent. This has now been fixed

Fix TenantIsolationException of rollover brand in getUserProfile.

Type: Bug fix

Agents of rollover feature brands couldn’t perform getUserProfile on consumers mapped to the main brand due to tenant isolation restrictions. Tenant Isolation validation has been modified to allow this case.

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