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Week of May 24th

New updates: Secure forms, Messaging Platform SDK Announcement & 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.

Announcement

Features

Communications for Messaging Platform SDK

Effective 1st Oct 2023, The Node Agent SDK has reached the end of its engineering and technical support lifecycle. This means that we will no longer be providing ongoing assistance, updates, or maintenance for the product.

While we cannot offer extensive engineering and technical support moving forward, we still want to ensure that our brands have access to troubleshooting assistance when needed. LivePerson will welcome any support cases related to the Node Agent SDK's troubleshooting.

Many brands have already switched over but for those who have not, we strongly recommend that brands transition to the new Messaging Platform SDK. 

 Messaging Platform SDK has replaced Messaging Agent SDK (aka Node Agent SDK) as the recommended method for interacting with the LivePerson Messaging service from a Node.js application.

For more information on how to quick-start with the new Messaging SDK, please click here.

For general information on the capabilities of the new Messaging SDK, click here.


Secure Forms for Messaging

Fixes

LivePerson works hard to ensure that our customers around the world can safely and securely use our platform.

The following time limitations apply on LivePerson secure forms:

  • If it takes more than 5 minutes from the moment a consumer clicks to open the secure form until it loads, the secure form will expire. This can occur as the result of a bad network connection or server failure. The 5 minute variable is configurable. 
  • The consumer can submit the secure form up to 30 minutes from the time they first open it. The 30 minute variable is configurable. 

Both variables can be set to any time limit between 1 and 86400 seconds. Please contact LivePerson in order to change the default values.

The impact will be on brands that use the default values mentioned above. Till now, consumers could still open the form after 5 min as long as it is within the 30 min timeout to submit it. In the new release, if a consumer clicks to open the form after 5 min they will now receive an error. This change will be rolled out gradually over the coming weeks. 

Third-Party Bots

Enhancements

Google Dialogflow - Start using "locations/global" resource location identifier

The us-dialogflow.googleapis.com endpoint and locations/us resource location, which served as aliases for global resources, will be discontinued on April 16, 2024. With this release, the Third-Party Connect will redirect Dialogflow bots that are configured to use the US endpoints to the global endpoint (dialogflow.googleapis.com).

Introduce channel identifier for Medallia Survey bots

With this release, a separate field is introduced in the event context that serves as a messaging channel identifier for Medallia surveys. 

Fixes

[Chat only] - Keep Agent Session on Chat Session Errors

Chat bots reconnect automatically when an error with an agent session or a chat session occurs. Until now, the agent session was lost on such a reconnect, resulting in a loss of ongoing chat conversations. This was fixed now, the reconnecting bot caches the agent session and tries to resume it. 

[Bot Wizard] Selecting Agent without a skill leads to unknown application error

It was possible to use an existing agent without any assigned skill in the bot configuration wizard of Third-Party Bots. This resulted in a validation error when trying to save the bot configuration, without an indication what the issue is. This was fixed now, it is not possible anymore to select an agent without any skill in the wizard.