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Week of April 3rd

New updates: Social Messaging, New Agent Workspace & GBM Rich text support

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.

Social Messaging

Features

Delete public brand messages on Facebook, Instagram & Twitter

On Facebook, Instagram and Twitter conversations, agents can delete their public messages (comments on brand posts, comments on brand posts and reels, and tweets, respectively) from within the Agent Workspace. 

The delete action is accessible from the drop down menu presented when public agent messages are hovered over. The update from the delete action is reflected in the UI with the original message bubble modifying along with a relevant notifier in the transcript area as shown below. 

The moderation actions for all messages are presented only on new conversations (as the respective features went live) and not on any existing open conversations.

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Agent Workspace

Features

'Click to copy' from within Custom Widgets

With our latest update, Custom Widgets now support the implementation of copying text with a single click, saving the agents time and effort.

Enablement

Please reach out to your account manager.

Hide SLA countdown timer at skill level

SLA counters can now be hidden to specific skills for Agents working across multiple skills and use Service Level settings to facilitate prioritization.

Enablement

Please reach out to your account manager.


Fixes

Remove CSAT indication from Agent Workspace when there's no CSAT in place

A bug in the Agent Workspace has been discovered, displaying the CSAT score as 0 for closed conversations with no recorded CSAT.

Hyperlinks are being stripped of HTML elements when going from Predefined Content

A bug has been discovered in the Agent Workspace, causing Hyperlinks to be stripped of HTML elements when going from Predefined Content into the Agent input on the Connector App channel.

This bug has been fixed, and the content would be displayed with the Hyperlink.

Google Business Messages (GBM) Connector

Features

GBM Rich Text Support 

Bots and Agents can send now rich text within GBM conversations to consumers. Agents can send rich text using a toolbar of the available formats and bots can send rich text using the following HTML tags:

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Supported HTML Formatting for Rich Text

This feature is enabled by default for bots, in order to enable it for agents please contact your LivePerson representative.

For more information about rich text formatting on Agent Workspace please Click here.