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Week of July 13

New updates for Agent Workspace and Social Messaging (Twitter & Facebook)

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.

Agent Workspace

Features

[Enhanced Agent Workspace] Allow Search Inquiry for Conversation ID with ALL CAPS

Conversations can now be searched using capital letters. This helps when users mistakenly type in ALL CAPS to search for a specific conversation and get no result for their search.


Fixes

[Enhanced Agent Workspace]  Loading of conversation with deleted data 

According to GDPR, brands can send data deletion requests to specific conversations (consumers may request the brand to delete their private data after providing it in the conversation). 

In the Agent Workspace, conversations with deleted data to failed to load. This issue is now fixed, and these conversations will load successfully after the deletion.


[Enhanced Agent Workspace]  Correct metadata for messages in long conversations

Metadata of messages in long conversations to previously displayed the wrong information. This issue is now fixed, and all messages will have the correct information in their metadata section.


[Enhanced Agent Workspace]  No prevention of executing a function multiple times

Previously a command function remained in the agent input even after it has been invoked. Now, input will be cleared once the function is executed to prevent the function from being executed multiple times by hitting Enter repeatedly.

[Enhanced Agent Workspace]  Agent survey can be submitted on conversations 

Previously, Agent Survey failed to be submitted on conversations unless the page was refreshed. Now, the agent surveys can be submitted as expected.

[Enhanced Agent Workspace] The following accessibility fixes were added:

    • The All Connections table's Date range filter was adjusted with a better role and definition so that screen reader users understand how this component works.


Twitter Connector

Features

New SDEs for Twitter and Facebook

The SDEs for Twitter conversations now include information about the consumer's Twitter verification status, follower count, their language and Twitter bio. The language is based on the language of the Tweet.

The SDEs for Facebook conversations now contain the language, based on the profile of the user.

These can be seen updated in the consumer info widget in the Agent Workspace.

Reply only to author of tweet

When an agent replies to a public tweet, it's always directed to the consumer (initiating the conversation) rather than all the other handles that may have been tagged in the consumer's original tweet.

Image

reply to author (Twitter)