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Week of November 8th

New updates: User Management, Third Party Bots & SMS Update

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.

Users & Skills

Enhancements

A new column has been added to the User Management module. It indicates if a user is enabled or disabled in the account. A filter above that column allows users to filter the users based on their enabled/disabled state. This enhancement is enabled by default.

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User Management Updates


Communication Channels

Features

Public Link Shorteners (SMS best practices)

Be cautious when using public URL shorteners like Bitly or TinyUrl. Many spammers use these services, which has prompted US carrier policies to strongly discourage their use.

Risk Alert:

Utilizing public URL shorteners can increase the likelihood of your messages being filtered or marked as potential spam, thus reducing their effectiveness.

Immediate Action:

If you are currently using public link shorteners, we highly recommend switching to a brand-owned link shortener to protect your messaging integrity and reach. This proactive step will greatly benefit your audience's experience and the success of your SMS campaigns.

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.