What's new September

LivePerson’s top features that were launched in September.

September Updates

We're excited to share the new releases that arrived this September!

Introducing Policy Builder: The Future of Conversation Orchestration

LivePerson is excited to unveil Policy Builder, a real-time, actions-based platform within Conversation Cloud designed to autonomously manage customer conversations and enforce your strategic rules. Policy Builder continuously monitors both automated and human interactions, stepping in when necessary to drive specific outcomes.

It detects key situations—such as financial distress messages, bot hijacking attempts, or closed conversations—using pre-built or custom signals ("Bring Your Own Signal"). With a wide range of actions available, from routing to workflow execution, Policy Builder allows you to define and enforce business policies across bots and skills, ensuring seamless and compliant conversation management. For more information, see Release Notes here.

Agent Workspace Read Receipts

This new feature enhances transparency by showing agents the exact timestamp when a customer reads a message, providing clearer insights for managing conversations. It helps agents avoid closing conversations too soon and better time follow-ups, leading to smoother interactions. See Release Notes here.

Agent Workspace Transfer Conversation by Agent

Pagination and search functionalities have been added to the Transfer Conversation tab, significantly enhancing the agent experience by reducing scrolling and improving access to transfer options. With the new pagination controls, agents can efficiently navigate through large sets of transfer options, while the search bar enables them to quickly locate specific agents. These improvements streamline workflow and boost performance, ensuring smoother and quicker access to relevant information.

WhatsApp Reaction Support

We are excited to announce the integration of WhatsApp Reactions into the WhatsApp Business Connector, enhancing user engagement and improving the overall customer experience. This new feature allows users to respond to messages with emojis instead of sending a new message, keeping conversations tidy and adding a fun, expressive element to chats. By simply long-pressing a message, users can select from popular emojis like thumbs up, heart, and laughter. Reactions are displayed next to the message, showing how many people reacted and which emojis were used. This quick acknowledgment option helps maintain organized chats without the need for additional messages. See Release notes here.

Proactive Messaging Enhancements

Brands can now send proactive campaigns directly to the in-app channel via the Proactive Web Tool, a capability that was previously limited to Proactive APIs. The consumer experience has also been improved, allowing customers to see proactive messages in the chat window even if they don’t tap the push notification or have notifications disabled, supported in iOS SDK V6.22+ and Android SDK V5.23.1+. Additionally, brands can include deep links in their messages to guide customers to specific app pages. See Release notes here.