Week of October 29th

Enhancements

Agent Nickname in Non-Responsive Auto Messages

We are excited to introduce the option to personalize non-responsive auto messages by adding the Agent Nickname! Now, brands can provide a more personalized experience by including an agent’s nickname in automated responses, strengthening customer-agent rapport.

Highlights

• Dynamic Agent Nickname Support: Add agent nicknames to auto messages, making responses more personalized.
• Customizable Drop-down for Dynamic Data: Easily select Agent Nickname as a variable in the message customization options.

Benefits:

• Enhanced Personalization: Create a more humanized response by addressing customers with an agent’s nickname.
• Increased Engagement: Personalized responses foster stronger connections with customers, improving engagement rates.
• Consistent Messaging: Ensure a unified brand voice while maintaining personalized agent interactions.

Configuration

Configuration & More details 

Click here to find out more about Smart Control for Auto Messages.

Enhancements

Consumer Non-Responsive - Smart Control with Automatic Messages 

We're pleased to introduce Smart Controls for Consumer Non-Responsive Auto Messages, which enhance our automated messaging capabilities by intelligently handling customer interactions.

Highlights

Multiple Auto Messages: Brands can now configure multiple automatic messages for distinct customer touchpoints. For Consumer Non-Responsive, you have the flexibility to craft specific messages tailored to each situation.

Customized Frequency: Tailor your customer experience further by setting the frequency of automatic messages. Define when and how often customers receive these messages, ensuring they are timely and relevant.

Message Repeat Options: You can also set the number of times an automatic message should repeat for customers. Whether it's a gentle reminder during a queue wait or follow-ups for agent unresponsiveness, you have full control over the message repetition.

Benefits:

• Enhanced Customer Engagement: Maintain active communication by dynamically adjusting message delivery based on customer responsiveness.
• Efficient Customer Support: Automate follow-ups with precision, improving responsiveness and supporting efficient issue resolution.
• Personalized Customer Experience: Deliver messages that resonate with customers' interaction patterns, enhancing satisfaction and loyalty.

Configuration

Configuration & More details 

Click here to find out more about Smart Control for Auto Messages.

Enhancements

Distinct Chat Bubble Colors for Human vs Bots in the Mobile SDK

Capabilities

This update provides the ability to identify the bot user messages vs human agent messages. There are multiple branding configurations provided for this purpose.

Benefits  

Improved and enhanced consumer experience

Enablement

• Multiple branding configurations provided for this purpose.
• iOS Documentation link
• Android documentation link

Enhancements

Welcome message for In App should support deep links/URL 

Capabilities

• Brands can send deep links in the In-App Welcome Message
• In App SDK now provides a callback for deep link being clicked

Benefits 

• Improved and enhanced consumer experience

Functionality

• Callback method called: LPMessagingSDKStructuredContentLink-Clicked

Enablement 

Enabled by default

Enhancements

Proactive to InApp to support for deep links/URLs

Capabilities

• Brands can send deep links in the proactive message to In-App
• In App SDK now provides a callback for deep link being clicked

Benefits 

Improved and enhanced consumer experience

Functionality

Callback method called: LPMessagingSDKStructuredContentLink-Clicked

Enablement 

Enabled by default

Enhancements

Support deep links in any message from a bot or agent to the consumer

Capabilities

• In App SDK now supports deep links in any message from Bot or a human agent.
• In App SDK now provides a callback for deep link being clicked

Benefits

Improved and enhanced consumer experience

Functionality

Callback method called: LPMessagingSDKStructuredContentLink-Clicked

Enablement 

Enabled by default

Enhancements

User must be able to enter the conversation either via the push notification or by opening Messaging once already in the App

LivePerson has released enhanced functionality of Proactive notifications to InApp. Users can enter the proactive message  by either clicking on the push notification OR by simply entering the messaging window (without clicking push notification)

Note: Any configured Welcome message, will be overwritten by the Proactive message.

Users with disabled  push notifications, are still able to see the proactive message in the window, next time when they enter the messaging window on their app.

Advanced customized implementation - New method in LP Mobile SDK. getProactiveMessages() -This allows brands to access a list of Proactive messages that the user has not seen. By using this method, brands can customize the notifications within their host app. 

For example:

• Brands can show a badge to the user to indicate the number of unread proactive messages. 
• Build an ‘inbox’ area to show all Proactive messages. Once a consumer taps on one, the LP messaging window will display it. 

Features

Configure Guided-Only Experience with Bot & Engagement Window

This feature gives users the ability to lock down the text input field when a certain Structured Content is presented to the user. The goal of this feature is to guide the user to respond with one of the options from the Structured Content as opposed to allowing free typing responses. 

Benefits:

This feature will allow Brands to build highly structured bot conversations that guide users through specific flows.

Configuration

Contact your LivePerson account team to configure.

Please note: 

• Existing behavior will remain as today unless configured otherwise.  
• Brands that are interested to leverage this functionality right away, need to use universal tile.
• CB drag & drop doesn’t support it yet.

Limitation

Conversation Builder drag and drop does not support this functionality yet. Brands who are interested in this feature will need to use Universal Tile.

Features

LivePerson is looking to maximize the amount of control brands have over their conversational flows that use structured content. 

Benefits:

• The goal of this feature is to guide the user to respond only with latest Structured Content that was sent by the agent, as opposed to allowing the selection of old Structured Content.
• This will allow Brands to build highly structured bot conversations that guide users through specific flows.

Configuration

Please contact your account team to configure.

Limitation

Conversation Builder drag and drop does not support this functionality yet. Brands who are interested in this feature will need to use Universal Tile.

Features

Android Mobile Messaging SDK version 5.24.0 release includes new features, enhancements and bug fixes.

The Android Mobile Messaging SDK version 5.24.0 uses:

• Minimum API version 21
• Compile API version 34
• Target API version 34
• Maps SDK "com.google.android.gms:play-services-maps:18.1.0"
• Structured Content Library “com.liveperson.android:lp_structured_content:2.6.6”
• Date Picker Library “com.liveperson.android:lp-date-picker:2.2.1”
• Appointment List Library "com.liveperson.android:lp-appointment-scheduler:2.0.1"

Blocking Publish Actions on Historical SC Messages

Consumers are now prevented from triggering publish actions (e.g., PublishTextAction, DatePickerAction, AppointmentScheduler) on Structured Content (SC) messages that are no longer the latest in the conversation. This can be configured either at the site level for default behavior or at the JSON level for individual message control. By default, this feature is not enabled and will not impact existing messaging flows. 

Blocking Message Input on Action-Required SC Messages

Consumers are also blocked from sending messages when an action-required SC message (e.g., a DatePicker or AppointmentScheduler) is the latest in the conversation. Like the previous feature, this can be enabled site-wide or controlled on a per-message basis through the JSON schema.
By default, this feature is not enabled and will not impact existing messaging flows. For configuration, please reach out to your account manager.

Blocked elements styles

Introducing new styles for blocked elements in structured content based on flags in its structure or per account.

• sc_disabled_buttonElement_text_color
• sc_disabled_buttonElement_background_color

For bug fixes and more information, please see the Developers Center.

Enhancements

For bug fixes and more information, please see the Developers Center.