New updates: User Management, Third Party Bots & SMS Update
➡️ 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.
Users & Skills
Enhancements
A new column has been added to the User Management module. It indicates if a user is enabled or disabled in the account. A filter above that column allows users to filter the users based on their enabled/disabled state. This enhancement is enabled by default.
User Management Updates
Communication Channels
Features
Public Link Shorteners (SMS best practices)
Be cautious when using public URL shorteners like Bitly or TinyUrl. Many spammers use these services, which has prompted US carrier policies to strongly discourage their use.
Risk Alert:
Utilizing public URL shorteners can increase the likelihood of your messages being filtered or marked as potential spam, thus reducing their effectiveness.
Immediate Action:
If you are currently using public link shorteners, we highly recommend switching to a brand-owned link shortener to protect your messaging integrity and reach. This proactive step will greatly benefit your audience's experience and the success of your SMS campaigns.
Third-Party Bots
Features
Microsoft Copilot Support
Microsoft Power Virtual Agents has been rebranded and integrated into the Microsoft Copilot studio. As part of this rebranding, the LivePerson Microsoft Direct Line connector has been updated. This release allows Microsoft Copilot bots connected with the LP Microsoft Direct Line connector to utilize the generative answer functionality of Microsoft Copilot. For enablement, please contact your LivePerson account team.
Fixes
Welcome Event may get triggered when an agent manager joins a conversation
In conversations handled by a third-party bot with enabled welcome events, welcome events could be triggered wrongfully mid-conversation if an agent manager joins. This is mitigated with this release.
