Week of May 17th

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


Social Widget for Instagram

The Social Widget is available for Instagram public messages (similar to Twitter and Facebook). The widget provides a full context of the consumer's details and the parent post. It can be configured through the Instagram setup of the Social app.


Improved resumed conversations for all Social channels

Conversations that have been closed in the Agent Workspace can already be resumed, but this feature was limited when it came to Social channels due to the combination of public messages along with direct and a host of other features to go with it. 'Resume Conversation' is now improved in 3 critical aspects:

  • Conversations can be resumed from both 'My Conversations' and 'All Conversations' in the Agent Workspace.
  • A conversation can be resumed by replying to a public message in any historical conversation.
  • Whether or not the public and direct channel is open for the resumed conversation is dependent on their states in the latest closed conversation. For Twitter specifically, the default reply account for the direct channel continues to be selected as per the latest closed conversation, and all public reply accounts that were previously available will be so upon resuming the conversation.

The feature is enhanced for all Social channels - Twitter, Facebook and Instagram.