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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

Use the latest Watson SDK and API version

The service now uses version v8.0.0 of the watson-node-sdk instead of v6.2.2. The breaking changes are not affecting the behavior of running bots.

The update also allows for upgrading the API version from 2019-02-28 to 2021-11-27. This upgrade needs to be enabled through a feature flag and might impact e.g. how search skill results are being displayed.


Fixes

Fix sending the Secure Forms action on Lex

The Secure Forms action was previously not correctly validated for Lex V1 and Lex V2. Bots on Lex are now able to send secure form actions.

Allow Medallia Post Conversation Surveys under certain edge cases

Previously Medallia survey bots were not able to begin surveys if there was no assigned agent on the conversation when it was closed. In these cases, the service failed to provide a responsible agent for the survey.

From now on the service is much more flexible in finding a responsible agent, finding assigned agents which moved the conversation back to the queue, or falling back to other agent and manager users.


Fix Conversation Tester for Watson V1

Previously validation failed inside the Conversation Tester on the bot dashboard of a Watson V1 if the bot responses contained encoded metadata.