Week of March 22nd

New updates: WhatsApp Connector & Analytics Builder

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.

Intent Manager


A quick update on PII masking

Just a quick note to inform you that we’ve updated Intent Manager so that it never masks the word “Zelle” or “zelle” as Personally Identifiable Information (PII).

WhatsApp Business Connector


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.

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.


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