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Configuring Agent Workspace Widgets
Provide access to external systems by adding customized widgets to the agent workspace Agents frequently need to access external systems while working in the Agent Workspace, often requiring them to open additional tabs or browsers. To streamline this process, you can integrate external systems directly into the Agent…
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Customizing Predefined Content
The Custom Predefined Content feature streamlines communication by allowing agents to access, create, and manage personalized templates and messages efficiently. Agents can tailor responses to their workflow, enhancing productivity and customer interactions. The key capabilities include: * Personalized Storage: Agents can…
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Importing predefined content
In order to import content successfully and avoid import errors, simply follow the best practice steps below. ➡️ Supported file type is .CSV file, UTF 8 encoding only. Exporting and editing the file * Go to the Predefined content library * Export your current .CSV file from the Conversational Cloud and work on this file as…
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Managing predefined content via Campaign Builder
When you first open the Conversational Cloud, you’ll find ready-made, predefined content in the predefined content library, which is accessed through the Campaign Builder. You can use and edit the predefined content, or you can add your own relevant content, according to your business needs. To add a new item to your…
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Multiple away states
Gain deeper insight into how agents spend their time For brands, understanding how agents are spending their time is vital for keeping track of performance and staff management. In addition to the three statuses currently available for agents - online, back soon, and away - brands are also able to customize and add their…
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Predefined content best practices
Predefined content gives your brand the ability to develop canned responses that accurately reflect your brand’s voice and business needs. Brands can add as many personalized responses as they need in order to respond effectively to consumers. This best practice guide takes you through LivePerson’s recommendations on how…
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Predefined content overview
Save time and energy by using predefined content At any given time in your shift as an agent, you are expected to handle multiple conversations in a competent and efficient manner. By using the predefined content in your conversations, you can relieve some of the pressure on yourself, achieve your goals, and maintain your…
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Salesforce integration guide
The Conversational Cloud Salesforce Widget will allow SFDC information to be viewed inside the platform, as well as enabling records to be created and chat/messaging transcripts to be attached to them. In addition, the app will include back-end setup that will allow the SFDC admin to customize the default settings for…