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Managing a contact center that messages
Messaging is now the preferred mode of communication for both sales and care use cases. Over 90% of people’s day-to-day conversations happen in digital messaging channels like SMS, Facebook, and WhatsApp. With messaging as the channel of choice, businesses have started to connect to their consumers where they already are -…
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Automatic Messages Overview
Use Automatic Messages to manage consumer expectations as they await an agent response while saving your agents time and effort. Automatic, or system, messages are messages that are triggered automatically during a chat or messaging conversation to inform visitors of the status of the conversation. The messages appear to…
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Queue Backlog Management
When long queues build up, whether overnight or during an outage, consumers often become unavailable once they have sent a message. When an agent is eventually able to reply, Dynamic Capacity will still wait for a predefined interval before reducing the intensity of the conversation. This means the agent is kept waiting in…
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Routing Logic Overview
Routing logic for messaging conversations When a consumer is ready to start a messaging conversation with your brand, it’s important to direct them to the agent that will best serve their needs. To facilitate this, the messaging routing engine works behind the scenes to select the most appropriate agent to handle an…
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Automatic Mssages Configuration
Overview Automatic, or system, messages are predefined messages that are presented automatically in the Engagement Window during a conversation to provide contextual information to consumers about the status of the conversation. Their purpose is to gain the consumer’s trust in the messaging channel, by setting expectations…
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Agent Survey for Messaging
Introduction The Conversational Cloud enables brands to define agent surveys to gather important information on messaging conversations, as well as categorize and analyze them. Configuring the agent survey The agent survey for messaging requires backend enablement. Please contact your LivePerson account team for more…
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Automatic Message - Smart Control
Presenting our newest feature: "Smart Control" for Automatic Messages. This innovative tool empowers you to craft personalized automated messages for different customer scenarios, while also defining message frequency and repetition. With "Smart Messaging Control," you have the key to elevate your customer engagement,…
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Private Messages Overview
A new capability has been added to the Agent Workspace, enabling Messaging users to send private messages to all conversation participants, excluding the consumer. This capability will enable managers to guide agents during active conversations, while agents will be able to privately ask managers for directions and…