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


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.


Social widget configuration for Facebook in the Management Console

Third-Party Bots


Detailed "Connection failed" message

In the Add/Edit bot dialog, the "Test Connection" button now provides more details in case of a failure.

Information includes now:

  • Which service was the bot not able to connect to (AI vendor / Bot agent login)
  • Error details returned by the service that the bot was unable to connect to

Conversation errors: Allow filtering by error name

It is now possible to filter the conversation errors by their error name, allowing brands to view only the error types they are currently interested in.

Zero exposure of vendor secrets to users   

The Third-Party Bots connector will no longer display the app secrets if a user navigates to the bot configuration of an existing Third-Party bot. A placeholder message is shown instead of the secret.

Disclaimer added to the "Stop Bot" dialogue

If a running bot that has connection issues (for example expired vendor credentials) is stopped by a user, it will not be possible to start this bot until the connection issues are resolved. The existing "Stop bot" disclaimer message is updated to reflect that.

Conversation errors: Allow server-side pagination

A bot can accumulate a high number of conversation errors during his runtime. This enhancement introduces server-side pagination on the conversation errors to improve the performance of the application

Survey Bot Wizard able to select an agent manager

To support the creation of Third-Party survey bots directly from the Medallia integration inside the Integration hub, the Third-Party bots wizard now allows the selection of the agent manager profile for new survey bots. 


Update Conversation Tester error links

All deep links of the Conversation Tester errors to the developers documentation now work seamlessly.

Status for newly created bots that cannot be started immediately

The Third-Party bots wizard allows the creation of new skills and agents when creating a new bot. When a bot is created using a new user or skill, the bot cannot be started directly after creation as the user creation process is still ongoing. Therefore, we have introduced a new bot status in the UI to show when a bot is currently being set up and that the user cannot start the bot until the setup process is finished.