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Week of March 16th

New updates: Agent Workspace, Conversation Assist, Conversation Builder, Social Messaging, Third-party bots.

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.

Third-Party Bots

Features

Amazon Lex v2 support

Brands can create third-party bots connected to Amazon's LexV2 vendor. LexV2 offers an opener developer experience and enables a single bot to use multiple languages by using a locale Id for identification.

Support for ManualETTR

It is possible to set a Time to Resolution (TTR) setting on a conversation, to set an expectation for a human agent in what timeframe they need to answer a conversation. In addition to the three predefined types of TTR changes in Third-Party Bots ('Urgent', 'Prioritized', and 'Normal'), there is now 'Manual' as an additional TTR Type, to provide a more customizable experience. The manual type needs to be sent within a number value and a unit (SECONDS; MINUTES; HOURS). With this, the TTR can be set to a specific time in the future and not only to predefined values.

Fixes

Chat message combiner fix

Bots can now send the correct customer response to the vendor and not unnecessarily combine. Previously, when a chat bot is configured with message combine enabled, it received an ‘undefined’ prefix on every message that the customer response was triggered by an action button, preventing the vendor from using the correct utterance on such interactions. (This occurred because on triggered action buttons two events, one with the message and one with the action status event, were received.)

Correct intent displayed for knowledge base responses under Bot Escalation Summary

Watson Bot with Discovery Search enabled can now find a correct matching knowledge base article and the static value  ‘knowledge base’ is defined. Previously, the bot escalation summary showed a wrong intent in the Bot Escalation Summary.  

WhatsApp Business Connector

Features

WhatsApp consumer replies 

We are delighted to announce that our platform now supports WhatsApp consumer replies, which provide a reference to the message to which the consumer is responding. This feature offers a significant enhancement to the communication experience between brands and consumers. Agent Workspace enables agents to view the specific message to which the consumer is replying within the conversational transcript.

Key Capabilities:

  • Our platform enables agents to gain visibility into the messages to which consumers are responding, offering a more comprehensive context for the conversational flow.
  • Support of consumer replies to any message type, including replies on consumers messages or those sent by agents.
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WhatsApp Consumer Replies


We believe that this new feature will provide a more seamless communication experience for brands and consumers alike, and we are excited to see the positive impact it will have on your conversations. Please feel free to reach out to our support team if you have any questions or feedback.

Limitations:

  • This feature is currently available only for the consumer replies.
  • Parent messages are limited to 70 characters.