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Week of Dec 6th

New updates: Salesforce Widget: Auto Search Functionality

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.

Salesforce Widget for Agent Workspace

Features

To drive agent efficiencies and reduce the manual efforts to search for the customers in Salesforce, you can now enable auto-search functionality to use the name, email or phone from the LivePerson engagement attributes to auto-search the record(s) in Salesforce. This can be done via the widget onboarding experience in iHub! 

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Once this is enabled, the widget will refresh the search upon accepting and incoming conversation or while switching conversations in the workspace. If a single match is found in Salesforce, the matched consumer profile will automatically be opened in the widget. If multiple matches are found, the list of matching entries will be presented and the agent can click on the specific consumer record.