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Week of August 3

New updates: Connect to Messaging, Social Messaging, and more

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.

Connect to Messaging

Features

Support for Google RCS channel 

Connect to Messaging (IVR deflection) now supports the Google RCS channel. Brands can choose to deflect voice calls to Google RCS. Select the Google RCS channel in the APIHandoff configuration and define the message with image, rich card, etc. 

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GRCS handoff - C2M

Brands to use the C2M Web tool for the APIHandoff configuration for the Google RCS channel, and then the C2M APIs for eligibility and invite. Please refer to our Developer's Community here for API details. 

Enhancements

Route all conversations within the lookback period 

Brands have an additional option when creating APIHandoff configuration to route all conversations within the defined lookback period. By default this checkbox is unchecked and, in this case, only the first conversation will be routed to the Proactive skill. However, if the brand checks this new option, all the conversations will be routed to the Proactive skill. If a consumer replies outside the lookback period, the fall back is to the default routing set for Conversational Cloud. See new checkbox option in APIHandoff flow:

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New checkbox option in APIHandoff flow


Get a list of APIHandoffs configured in the Connect to Messaging web tool 

Connect to Messaging has a new set of APIs for outbound configurations. Brands can get a list of all the API handoffs configured along with details of each, including: APIHandoff Id, name, channels, WhatsApp template details for WA channel, SMS message details for SMS channel, etc. 


Social Messaging

Enhancements

Fallback for events enhancement in Twitter & Facebook

This change will avoid messages being lost because of failures in Social Networks APIs.

WhatsApp Business Connector

Features

WhatsApp Video sharing

Brands to receive video files from consumers on the WhatsApp Messaging Channel. Consumers can record a video or select an existing video and share it with a brand. Agents can download the video from the agent workspace or watch the video right inside the transcript in the agent workspace. 

Limitations: The maximum file size is 15MB