Week of September 8

New updates: Social Messaging and 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.

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

Third-Party Bots

Enhancements

[IBM Watson] Forward the UMS consumerID via X-Watson-Metadata header

With this release, the Watson connector populates the user_id field of the IBM Watson API with the UMS consumerId. This allows for identifying recurring consumers, relevant for correct billing of IBM Watsons API calls.

The Watson connector now also populates the Customer ID field via X-Watson-Metadata header. This field helps to label customer data such that it can be subsequently deleted if the customer requests the removal of their data.

Enablement: To minimize the risk of breaking existing Watson implementations, this functionality will be enabled manually on request. 

En-GB is now supported as a language in the Dialogflow CX and ES connector

The list of available languages for the Dialogflow CX connector is updated with will currently available languages supported by Dialogflow CX.

Improve conversation errors and Conversation Tester errors experience

The developer's documentation for errors shown on the conversation tester and the conversation tab of the bot dashboard has been improved. Deep linking has been fixed for the conversation tester errors and missing error types have been added.

Improve UI loading time

Reduce the bundle sizes to allow faster loading of the UI. The user will experience less time before the loading animation of the bot list appears.

Fixes

Handle missing bot session IDs

Previously, if an AI vendor implementation cannot identify an externalConversationId to use for the UMS BotResponse Metadata, the conversation may be error-escalated with a generic error. Now, the bot will error escalate with the specific conversation error: com.liveperson.bot-connectors-worker.error.pipes.verify-ai-response.invalid-session-id.

[Medallia] Do not show consumer-facing error if a Medallia survey can’t be created 

In cases where the Medallia connector cannot start a new survey, an error message was sent to the consumer. Now, the conversation will be closed silently and a conversation error will be logged.

Possible cases where a survey cannot be started are:

  • The conversation requirements are not fulfilled (not enough consumer or agent messages)
  • No assigned agent was found on the main dialog

Process Intent information on Public API commands

Intent metadata sent via the public API was ignored. Now such metadata will be processed and forwarded to UMS.   

Bot Dashboard - Wrong table paging number

Displaying NaN instead of the correct pagination number in the conversation error section of the bot dashboard page.

Conversation Errors: Conversation Id Filter text can't be deleted

Displaying and changing the filtering text for the conversation errors section from the bot dashboard page.