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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…
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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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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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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 -…