Week of July 27

New updates: Social Messaging

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


New Standard Data Entities (SDEs) for Instagram

New SDEs or Engagement Attributes have been added for Instagram for: followers count and verified account. Leveraged for routing and reporting, and can also be viewed in the consumer info widget.

New Standard Data Entities (SDEs) for Twitter & Facebook

A new SDE is added that contains the link for the last public message (tweet) from the consumer for Twitter and last public message (comment) from the consumer for Facebook.


Consumer reply to a specific message in Instagram DMs

On Instagram, consumers are able to swipe or long press on a message to reveal more options to reply with. One of those options is the ability to reply to a specific message in the conversation. Although direct messages are already supported, replies to specific messages are new to Conversational Cloud. When a consumer replies to specific messages it will now come through in a conversation.

Invite to DM link fix on Twitter

Brands with only one account configured on Twitter can now easily use Invite to Direct Message. 

PDFs shared by agents to consumers

PDFs sent by the agent to the consumer on Facebook were incorrectly creating echo conversations. This has now been fixed.

First message from new consumer failing

The first message from a new consumer on a Facebook page now successfully creates a conversation.