Week of November 8th

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.

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.

Features

Support for Watson Action Experience

IBM Watson got a new Experience interface. You can learn how to configure a bot to work with this feature in the developers documentation. This feature is hidden behind a feature flag and may be activated on request. 

Fixes

Watson Assistant v1 - Fix context parsing

Addressed a validation error within the WatsonAssistantV1 context that occurs when it contains user-defined state properties.

Features

Queue Clean-up Solution

This enhancement introduces a bot(s) to actively monitor inactive conversations that have been waiting in the queue for an extended period. The bot will proactively engage with consumers to determine their continued interest in the service. If a consumer is unresponsive or indicates that they no longer require assistance, the system will automatically close the conversation or prevent it from being assigned to an agent. This automation aims to improve agent efficiency and resource utilization by preventing agents from dedicating time to conversations that are unlikely to yield a positive outcome.

Key Features:

Configurable Skills: The queue clean-up feature can be enabled for specific skills, allowing for targeted implementation.

Customizable Wake-up Messages: The system will send wake-up messages to in-queue consumers to gauge their continued interest. The content and format of these messages are fully customizable.

Adaptive Queue Wait Time: The initial queue wait time before sending wake-up messages is configurable, allowing for adjustments based on specific skill dynamics, customer behavior, and expected conversation volume.

Periodic Engagement: The system can be configured to send wake-up messages at predefined intervals for conversations that remain in the queue. This ensures continuous engagement with consumers and timely identification of inactive conversations.

Automated Conversation Closure: If a consumer is unresponsive or indicates that they no longer require assistance, the system will automatically close the conversation or prevent it from being assigned to an agent. This prevents unnecessary agent involvement and frees up resources for more productive interactions.

Benefits include:

Improved Agent Efficiency: By reducing the number of inactive conversations that require agent attention, the queue clean-up feature allows agents to focus on resolving active customer inquiries, leading to increased productivity and a better overall customer experience.

Enhanced Resource Utilization: By preventing agents from dedicating time to unproductive conversations, the queue clean-up feature maximizes agent availability and ensures that resources are allocated efficiently.

Optimized Queue Management: The automated identification and closure of inactive conversations contribute to a more streamlined queue management process, reducing wait times for active customers and improving overall queue performance.

For enablement, please contact your LivePerson account team.