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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.

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Social widget configuration for Facebook in the Management Console

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.