Sign in

Week of September 7

New updates: 

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.

Conversation Builder

Features

Move interactions easily

There's a new, easier way to move an interaction. Use the Move icon that's now available in the dialogs panel on the Dialogs page.

Image

Button clicks in questions can send metadata back to the bot

In Structured, Button, and Quick Reply questions, you can now set metadata in a button’s configuration. During a conversation, when the consumer clicks the button, that metadata is sent back to the bot as a part of the conversation’s metadata. You can retrieve the metadata using the getMetadata scripting function in the Process User Response code of the question.

There are many use cases where this capability can be useful. Here are a few:

  • Scenario 1: Your bot includes a Structured question that gets populated with products the consumer is interested in. For each product, there’s a “Learn more” button that links to the product’s details page on your website. You add metadata to this button so that, when the consumer clicks the button, the product’s ID is sent back to the bot in the conversation metadata. The bot then retrieves and uses the product ID to determine the next action in the flow. You also track the event for analytics purposes (by logging a custom event that can later be viewed in Bot Analytics, or by posting the data to your external system via an API integration).
  • Scenario 2: Your bot in Facebook includes a Button question with a button to start direct messaging with an agent. You add metadata to this button so that, when the consumer clicks the button, info on that social messaging event is sent back to the bot in the conversation metadata. The bot then retrieves the event info and uses it to determine the next action in the flow, for example, closure of the bot conversation.
Image

Universal interaction now supports interaction-level metadata

You can now use the Universal interaction to send metadata — at the interaction level — during a conversation with the consumer. As before, you can send metadata at the button level too. And like with any other interaction, you can retrieve the conversation’s metadata using Conversation Builder’s getMetadata scripting function in the Process User Response code of the interaction.

Shortened URLs: They just got shorter

You want the web links that your bots send to consumers to be pleasantly short. We agree. So, we’ve enhanced the support for URL shortening so that query parameters and references to botContext variables are included in what gets shortened. A URL like this:

https://www.myexamplesite.com/account/{$botContext.accountID}/veryverylongstringhere?key1=value1&key2=value2

...is now shortened to this:

http://{abbreviated domain}/{unique code}

  • If you enable URL shortening, it’s applied only to URLs that start with http:// or https:// . Of those, it's applied to all types of URLs (for websites, for images, etc.) in all types of interactions.
  • If the URL contains only the domain (e.g., http://www.mysite.com), the URL isn't shortened.

New page-aware help

These Conversational AI applications now offer "page-aware" help:

  • Conversation Builder
  • KnowledgeAI
  • Bot Analytics
  • Bot Accounts
  • Bots Status

"Page-aware" help is targeted help based on the specific page of the application that you're in. This makes it quick and easy to access relevant info.

Image

Third-Party Bots

Features

Amazon Lex v2 support

Brands can create third-party bots connected to Amazon's LexV2 vendor. LexV2 offers an opener developer experience and enables a single bot to use multiple languages by using a locale Id for identification.

Support for ManualETTR

It is possible to set a Time to Resolution (TTR) setting on a conversation, to set an expectation for a human agent in what timeframe they need to answer a conversation. In addition to the three predefined types of TTR changes in Third-Party Bots ('Urgent', 'Prioritized', and 'Normal'), there is now 'Manual' as an additional TTR Type, to provide a more customizable experience. The manual type needs to be sent within a number value and a unit (SECONDS; MINUTES; HOURS). With this, the TTR can be set to a specific time in the future and not only to predefined values.

Fixes

Chat message combiner fix

Bots can now send the correct customer response to the vendor and not unnecessarily combine. Previously, when a chat bot is configured with message combine enabled, it received an ‘undefined’ prefix on every message that the customer response was triggered by an action button, preventing the vendor from using the correct utterance on such interactions. (This occurred because on triggered action buttons two events, one with the message and one with the action status event, were received.)

Correct intent displayed for knowledge base responses under Bot Escalation Summary

Watson Bot with Discovery Search enabled can now find a correct matching knowledge base article and the static value  ‘knowledge base’ is defined. Previously, the bot escalation summary showed a wrong intent in the Bot Escalation Summary.  

Social Messaging

Features

New behaviour for the Social widget in the Agent Workspace

The Social Widget in the Agent Workspace (currently available for Twitter and Facebook) can be independently turned on and off for each channel through their respective pages in the Management Console. 

This toggle will not affect the incoming and outgoing flow of messages, only the visibility of the widget, i.e. public messages will create conversations and agents will be able to reply to them if the public toggle is set to do so on each channel's configuration page.

Image

Social widget configuration for Facebook in the Management Console