Week of April 10th

Features

Self service summarization 

Self-service configuration for summary

Now, it's possible to configure the summaries for transfer and/or close events, as well as select the skills for which summaries are enabled, directly within the Management Console.

Support for multiple summary prompts in an account 

Now, summaries can activate different prompts for various skills instead of having one active prompt for all skills.

Prompt customization 

Brands can customize the summary prompt to meet their specific needs. Summarization configuration is now integrated with the Prompt Library to enable customers to add/edit the summary prompt. 

New Out of the box Summary(OOTB) prompt in structured style

New OOTB structured style summary prompt is now available in the Prompt library. This new summary prompt is not the basic paragraph style but rather a structured summary that will include goal, resolution, any IDs and email addresses shared in the conversation, customer sentiment, and more. 

We are excited for our brands to use these new enhancements in the automated summaries. For further details on each of the above enhancements, please refer to this article here

Enhancements

Image Profanity Filter in Agent Workspace

We are excited to announce the latest enhancement to our Profanity Suite, which provides our agents with advanced notification capabilities for inappropriate image uploads. With this new upgrade, our agents can quickly identify and take action against any images that violate our community standards or guidelines. This feature is an essential addition to our suite of tools that help us maintain a safe and respectful platform for all our users. We strive to continually improve our services and features to ensure that our users have the best experience possible.

• With this enhancement, agents and customers will now receive a system notification explicitly indicating the detection of inappropriate or profane content in uploaded images.
• As previously, the system will continue blocking the upload process for images containing obscenity. However, the enhancement focuses on improving the clarity and immediacy of the notification regarding the detected content.

Benefits

• Enhanced Awareness: Agents and customers will receive a clear and immediate notification when an uploaded image contains inappropriate content, allowing for swift action or response.
• Improved Communication: The detailed notification facilitates better communication between agents and customers, ensuring transparency and alignment regarding the status of image uploads.
• Strengthened Moderation: This enhancement provides agents with enhanced notification capabilities, supporting more efficient moderation processes and contributing to a safer and more professional communication environment.

For more details and enabling the Image profanity filter, please refer here

Enhancements

Translation support for Cobrowse invitation within WhatsApp

We're excited to introduce a new feature to enhance our customer support experience through WhatsApp! Previously our call session invitations sent via WhatsApp are only available in English and cannot be edited. However, we understand the importance of language accessibility and are working on a solution to ensure these messages are presented in the user's preferred language.

Moving forward, To seamlessly integrate language customization options, allowing agents to send invitations in the brand language and enhancing communication and inclusivity for all users. 

Benefits

• Improved user engagement: Tailoring invitation messages to the user's preferred language enhances their willingness to participate in co-browse sessions. 
• Enhanced customer satisfaction: Language customization fosters more transparent communication, reduces misunderstandings, and ensures a more positive support experience.
• Language Accessibility: Customizing invitation messages enables us to cater to diverse language preferences, ensuring inclusivity and accessibility for all users, regardless of their language proficiency.

Enhancements

Tooltip enhancements - Agent Workspace

Enhancing accessibility is paramount for LivePerson, and we're committed to continuously improving our platform to meet your evolving needs. These updates aim to streamline workflow efficiency while maintaining user-friendly interactions within the agent workspace.

We've implemented several enhancements in the agent workspace to enhance user experience and productivity.

• Reduced Tooltip Interruptions: Long tooltips will no longer obstruct the agent's access to other conversations in the conversation preview. We've added a 0.8-second delay to the tooltip display and moved it to the right of the message, minimizing disruption. 
• Enhanced Tooltip Functionality: Tooltips now truncate after a complete word on a space, ensuring readability and coherence. Tooltips will only appear for messages of 13 characters or more, optimizing tooltip relevance. 

Enhancements

Productised API to allows for the download of hosted files 

LivePerson FMS API provides a convenient way to access and download files hosted within LivePerson conversations. This API allows users to send requests based on conversation ID and retrieve the status of their requests, along with downloading the files in a zip format. This documentation outlines the endpoints, parameters, limitations, and usage guidelines for integrating with the LivePerson Hosted Files API.

How it Works 

Option 1: Bulk Download in Zip Format

With LivePerson Hosted Files, accessing files shared within your conversations is easier than ever. Here's how it works:

• Send a Request: Simply provide the conversation ID of the conversation containing the files you need access to. Our system will process your request promptly.
• Check Status: Once your request is submitted, you can quickly check its status. We'll keep you updated every step of the way.
• Download Files: Once your request is complete, you can download the link to a zip file containing your conversation's hosted files. It's that simple!

Option 2: List Files in Conversation with Download Links:

Retrieve a comprehensive list of all files within a conversation and individual download links for it.

Data Retention Compliance

LivePerson Hosted Files ensures compliance with data retention policies by automatically deleting files after 24 hours. This feature assures users that their data is handled responsibly and securely, aligning with regulatory requirements. By adhering to data retention policies, LivePerson prioritizes data privacy and security, offering users peace of mind while managing their files within conversations.

API Documentation

Please find the API Documentation here

Benefits

• Flexibility: Choose between bulk downloading or accessing individual files based on your requirements.
• Convenience: Say goodbye to tedious manual downloads. LivePerson Hosted Files streamlines the process, saving you time and effort.
• Efficiency: Access files seamlessly within your conversations, ensuring smooth collaboration and workflow continuity.
• Reliability: Our robust infrastructure ensures reliable access to your hosted files whenever needed.

Rate Limiting

To ensure fair usage of the LivePerson FMS API and maintain system stability, the following rate-limiting policy is enforced:

• Limit: 
  • 200 requests per day per brand
  • 50 Concurrent Request

Enhancements

Google Dialogflow - Start using "locations/global" resource location identifier

The us-dialogflow.googleapis.com endpoint and locations/us resource location, which served as aliases for global resources, will be discontinued on April 16, 2024. With this release, the Third-Party Connect will redirect Dialogflow bots that are configured to use the US endpoints to the global endpoint (dialogflow.googleapis.com).

Introduce channel identifier for Medallia Survey bots

With this release, a separate field is introduced in the event context that serves as a messaging channel identifier for Medallia surveys. 

Fixes

[Chat only] - Keep Agent Session on Chat Session Errors

Chat bots reconnect automatically when an error with an agent session or a chat session occurs. Until now, the agent session was lost on such a reconnect, resulting in a loss of ongoing chat conversations. This was fixed now, the reconnecting bot caches the agent session and tries to resume it. 

[Bot Wizard] Selecting Agent without a skill leads to unknown application error

It was possible to use an existing agent without any assigned skill in the bot configuration wizard of Third-Party Bots. This resulted in a validation error when trying to save the bot configuration, without an indication what the issue is. This was fixed now, it is not possible anymore to select an agent without any skill in the wizard.