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Agent workspace
Troubleshooting the Agent Workspace Wrong time or date shown in workspace In the Conversational Conversational, the displayed time is the same as the user's PC's timezone configurations. It can be different for two users in the same account, if they are currently located in different timezones or their local computer time…
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Bots
Troubleshooting for all questions relating to bots Bot connector showing as offline when it has been set to online Cause Bot users may be disabled due to multiple failed login attempts because of the account login policy which prevents users from logging in from unauthorized (non-whitelisted) IPs, or the connector may be…
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Case management support
View a full list of support cases and their status in the Connection Area At LivePerson, we pride ourselves on providing rapid and efficient support to our customers at all times. While we hope that you will rarely, if ever, encounter any issues on our platform, we want to ensure that the support process is as smooth as…
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Enable a user
Troubleshooting for all questions relating to enabling and re-enabling a user This procedure describes how to enable or re-enable a user who has been disabled from your Conversational Cloud account. A user might have been disabled for one of the following reasons: * The user didn’t log in for 90 days or more * The user got…
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Find your account number
The account number, also known as account id, is the primary identifier in the Conversational Cloud. It is one of the three mandatory fields that must be completed to successfully log in to your Conversational Cloud account, and should therefore be stored somewhere safe. How to find your account number Upon registration,…
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HAR files web requests and web traffic
How to generate HAR Files and analyze web requests for troubleshooting When troubleshooting complex issues, our support engineers sometimes needs to get some additional information from you to investigate further. For example, when we receive a report of performance trouble when using the Conversational Cloud, many…
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Live chat
Troubleshooting for issues to do with Live chat Why isn’t CoBrowse / CoBrowse-for-Voice opening on the visitor side? Cause: When agents initiate a CoBrowse session and visitors click Accept, the session does not launch. When agents initiate CoBrowse for Voice session and visitors enter the required code/service ID, nothing…
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Status Dashboard push notifications
Receive proactive status notification in real time As part of our continued effort to enhance our customers’ experiences and increase transparency, we added a new capability to the LivePerson Status Dashboard. This capability will allow you to receive proactive SMS and email alerts for major incidents in real-time. With…
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Status page
Keep up to date with the LivePerson status page LivePerson provides 24/7 live messaging support with immediate response. Service status page The status page is a communication tool that helps us inform our customers about outages and scheduled maintenance. You can access the service status page here. You can also view the…