Account Setup - Basic

Welcome to the Account Setup guide for LivePerson. This document provides a concise overview of the essential steps required to set up your account and begin leveraging LivePerson's powerful messaging and engagement solutions.

Setting up a Conversational Cloud Account

LivePerson provides a robust platform for messaging, and AI-powered conversations in the form of Conversation Cloud. If you're interested in exploring what LivePerson has to offer, setting up a test account for Conversational Cloud is the perfect way to get started. 

You can follow through the steps in this guide to set up your Conversational Cloud test account.

1. Connect to VPN

Ensure that you are connected to the LivePerson VPN. Connect to your LivePerson VPN to continue.

2. Access the Account Creator Page

Proceed to https://supportal.lpnet.com/tools/register/. The Account Creator page appears.

3. Provide your account information:

1. Platform & Features: Select between Messaging or Chat as required.

2. Domain: Select the required domain for your test account from the dropdown menu.

• Alpha: Servers used for development purposes.
• US - SMB: Servers used for North American small sized businesses.
• US - ENT:  Servers used for North American enterprises.
• UK: Servers used for the United Kingdom.
• SY: Servers used for the Asia-Pacific region.

3. Flow: Select Trial from the dropdown menu.

4. Email: Input your email address to be used as the login name for your trial account.

5. Password: Input the password for your trial account.

6. Language: Select the language to be used from the dropdown menu.

4. Creating Account and Viewing History

Click CREATE. The History details appear.

5. Accessing Conversation Cloud Login Page 

Click the LOGIN option or click here to go to the Conversation Cloud login page.

6. Accessing Login Details 

Provide the Account number in the field and click Next. The login details page appear.

7. Logging in to Conversation Cloud Dashboard 

Input your login name and password as provided in Step 3 and click Sign in. The Conversation Cloud dashboard appears.

You have successfully created and signed into your test account.

Creating Users

User creation allows for the establishment of distinct user profiles, each equipped with specific roles and skills. 

As an administrator, you can add up to 18,000 users to your account and manage them. Users in LivePerson have different permission sets, according to their roles. 

Create a user

1. Log in to your Conversational Cloud account. The homepage appears.

2. On the hamburger menu click the Manage tab and click Users & Skill. The User Management page appears.

3. On the bottom of the page, click the Add User option. The User Details page appears.

4. Fill in user details as required:

1. User type: Click the dropdown menu to choose between Human and Bot.
2. Login name: Input the user's login name, it can be entered in English, numbers, or special characters.
3. Email: Provide the user's email address.
4. Nickname: Input the user's nickname that is to be displayed to the visitors in the chat.
5. Name: Provide the user's name as it appears in the Conversational Cloud.
6. Employee ID: Input the user's employee ID. 
7. CRM ID: Input the user's CRM ID.
8. Picture URL: Provide the link to a picture to be used as the user's profile picture.

Scroll down to view the remaining fields to be filled:

1. New password: Input a password with a minimum of eight characters.
2. Re-type new password: Provide the same password again.
3. Change password on next login: Select to enable password change on next login.
4. Assign Profile: Select the profile(s) that apply to the user. Up to four profiles can be selected, but only one from within each role.

For users with an agent profile you’ll need to define additional settings:

1. Max no. live chats: Set the maximum number of chats that the user can accept at any given moment.
2. Max no. of messaging conversation according to: If your brand is enabled with the messaging feature, set the maximum number of messaging conversations.
3. Skills: For visitors to be routed to the appropriate agent when they initiate a chat, assign the user a skill.

• Select a skill from the menu by clicking the skills field and selecting an existing skill.
• Or create a new skill by typing in the name of the skill in the skills field.

Click Save. The user is created.

Creating Skills

Agents are trained to help visitors according to the business need.  An agent’s area of expertise is referred to as a skill.

1. Log in to your Conversational Cloud account. The homepage appears.

2. On the hamburger menu click the Manage tab and click Users & Skill. The User Management page appears.

3. Click the Skills tab in the User Management page. The Skills page appears.

4. Click the Add skill option on the bottom of the page. The skill details page appears.

5. Fill in user details as required:

1. Name: Provide the name of the skill into the field.

2. Description: Provide a description for the skill.

3. Transfer to skills: Select the skill from the dropdown menu you want to transfer the conversation to, you can disable this option by clicking the checkbox.

4. Messaging Response time: Set the maximum wait time (in seconds) that you’re allowing your visitors to wait for agents with this skill. Select between the following:

• Account settings: Set the wait time based on the account settings where default is 1 hour, urgent is 5 minutes, and first time is 10 minutes.
• Custom settings: Set a custom wait time.

5. Auto close: Set the maximum wait time before an inactive conversation can close. Select between the following:

• Account settings: Set the wait time based on the account settings where default is 90 days.
• Custom settings: Set a custom wait time.

Scroll down to view the remaining fields to be filled:

1. Fallback skill: Select the fallback skill to route the conversation to. Select between the following:

• Account level skill: Select to route the conversation to a skill based on the account.
• Custom setting: Select to route the conversation to a skill of your choosing.

2. Working day and hours: Select the working hours and days for this skill. Select between the following:

• Account settings: Select to set the working hours based on the account setting.
• Custom settings: Select to set specific working hours and days.

3. Special occasions: Select a special occasion and the working hours for the skill. Select between the following:

• Account settings: Select to set the occassion based on the account setting.
• Custom setting: Select to set a specific special occasion for the skill.

4. Max wait time: Input the maximum wait time for a chat engagement.

Click Save. The skill is now added to the Skills tab.

Creating Profiles

The permissions feature in LivePerson offers brands the opportunity to customize all four roles, providing flexibility for complex organizations to align user roles with their unique business practices.

The four roles are:

• Agent
• Agent manager
• Campaign manager
• Admin

Brands can create customized profiles with permission sets within roles, the Conversational Cloud generates default permission sets for each role, which can be customized. 

Brands also have the option to create new profiles to meet specific business needs. 

1. Log in to your Conversational Cloud account. The homepage appears.

2. On the hamburger menu click the Manage tab and click Users & Skill. The User Management page appears.

3. Click the Profile tab in the User Management page. The Profile page appears.

4. Click the Add profile option on the bottom of the page. The Add Profile page appears.

5. Fill in the profile details as follows:

1. Name: Provide the name for the profile to be added.
2. Role: Select from the dropdown the Role to be used for the profile.
3. Permissions: Scroll through the permissions list and click to enable or disable the required permission for your role.

Click Save. The Profile has been created and added to the Profiles tab.

Creating Agent Groups

Agent groups help in managing and organizing the users in an organization. 

To ensure the optimal division of workload between agents sharing the same skill, conversation volumes can be spread between agent groups.

1. Log in to your Conversational Cloud account. The homepage appears.

2. On the hamburger menu click the Manage tab and click Users & Skill. The User Management page appears.

3. Click the Agent Groups tab in the User Management page. The Agent Groups page appears.

4. Click the Add group option on the bottom of the page. The Add agent groups page appears.

5. Fill in the agent group details as follows:

1. Name: Provide the name for your new group.
2. Managers: Input and select the manager for your group.
3. Members: Input and select all the members for your group.

Click Save. The new agent group is added to the page.

Once this step is done, you can go ahead and create a campaign.

CoBrowse

Brands are constantly seeking high-touch engagement solutions to guide valuable customers through their online journey. CoBrowse enables Customer Care Professionals (CCPs) and consumers to view and navigate web pages collaboratively. This ensures that complex online tasks and processes can be completed quickly and efficiently. CoBrowse is the optimal engagement solution for consumers who require security and privacy, yet expect a high level of personal contact. With CoBrowse, chat interactions between CCPs and visitors are enhanced by a real-time visual layer. This increases consumer engagement by creating a higher degree of co-presence of the CCP. No plugins or downloads are required, ensuring that CCPs and consumers are connected in an instant. 

To learn more, please follow the instructions on the LivePerson Knowledge Center page about CoBrowse to configure the solution within Conversational Cloud.

Predefined Content Library

Predefined content library contains ready-made, commonly used content and responses that an agent can use for conversations.

To view the predefined content library:

1. Log in to your Conversational Cloud account. The homepage appears.

2. On the hamburger menu click the Engage tab and click Campaign Builder. The Campaign Builder page appears.

3. Click the Predefined Content option at the bottom of the page. The Predefined Content library page appears.

The page options are as follows:

1. Select option: Click to select single or multiple content strings from the library.
2. Content: Represents all the content available in the library formatted into different fields such as status, name, category, skills, language, and hot keys.
3. Action: Click to view the different options that can be performed. The options are as follows:

• Add: Click to add new content to the library, set the language, title, text, dynamic text, category, skill, hotkey, and set the content to active or inactive.

• Edit: Click to edit the content or other attributes of the selected content.

• Assign skills: Click to assign a skill to the selected content.

• Delete: Click to delete the selected content.

• Import: Click to import upto 10000 content strings using a .csv file.

• Export: Click to export content stringss from the library in .csv file format.

• Manage categories: Click to add, edit, delete or set the order of Predefined Content, within the Agent workspace.

Utilize the available options to add, edit, and manage predefined content to be used in the Agent Workspace.

Proactive Invites

Proactive invites refer to the feature that allows brands to initiate conversations with their customers, instead of waiting for the customer to start the conversation first. 

Brands can send the first message to reach out to customers proactively. Proactive invites can be personalized and sent based on specific triggers or customer segments.

To set up Proactive Invites:

1. Select the campaign where the authentication needs to be enabled from the Campaign Builder. The campaign page appears.

2. Click the engagement that needs authentication enabled. The Engagement settings page appears.

3. Click Next to get to the Behavioral targeting library and click Add new. The Add new behavioral targeting page appears.

The conditions available are as follows:

1. Flow: Enables identification of consumers based on predefined browsing patterns, including those who abandon the sequence or exhibit backward navigation.
2. Time on entry point: Include consumers who exceed the specified time limit in selected entry point(s) during a single session.
3. Visited entry point: Target or exclude consumers based on selected entry point(s).
4. Cart value: Target consumers based on the value of their shopping cart.
5. Products in cart: Target consumers who have added particular products to their cart.
6. Viewed product: Target consumers who have viewed particular products and their associated properties.
7. Visitor Error: Target consumers who have encountered specific errors.
8. Engaged in Session: Target consumers based on their interaction with LiveEngage engagement, categorized as exposed, clicked, declined, or interacted.
9. Service Activity: Target consumers based on their service journey status.

Select the condition that you require. It is added to the menu on the left.

For instance if selecting the Time on entry point condition you must input the time the customer spends in a selected entry point at which point a proactive invite can be sent.

Example:

Provide the required information:

1. Sec: Add in seconds indicating the amount of time a customer has spent in the selected entry point.
2. Entry point: From the dropdown menu select all entry points or add an entry point.
3. Add time on entry point: Click to add an additional time slot.

Once done click Save. 

The proactive invite condition and configuration is added and saved. 

Secure Forms

Secure Forms are a feature within LivePerson's Conversational Cloud platform designed to facilitate the secure collection of sensitive information from consumers during chat or messaging interactions.

Enable Secure Form features:

1. Navigate to https://supportal.lpnet.com/#/. The Supportal page appears.

2. Click Houston. The Mission Control page appears.

3. Click Features. The Site Provision page appears.

4. Enable the following features:

The following options are optional and are to be enabled based on your brand's requirement:

Click On to enable the feature.

Scroll to the bottom of the page and click Update Features. The features are enabled and saved.

Enable the Conversational Cloud features:

Navigate to https://supportal.lpnet.com/#/. Click Houston. The Mission Control page appears.

Scroll below and click AC Features. The AC Features page appears.

Enable LEUI.Messaging_Secure_Form and Common.SecureForms_LE2 by using the toggle.

Scroll to the bottom of the page and click UPDATE FEATURES.

The features are enabled and saved.

Account Setup:

This step is mandatory in order to apply your account settings with PCI (payment card information) compliance rules.

Navigate to https://supportal.lpnet.com/#/. The supportal page appears.

Log into the Admin Console. The Admin Console appears.

Update the Password Policy:

In the left menu, go to Account Set Up > Settings > Login policy tab. Next to Password Policy, click the Click here to enable.

Set the parameters as described in the table below:

Click Update. The Password Policy is saved.

Update the Failed Login Policy:

Next to Failed Login Policy, click the Click here to enable. Set the parameters as described in the table below:

Click Update. The Failed Login Policy is saved.

Update the Idle Operator Policy:

Next to Idle Operator Policy, click the Click here to enable. Set the parameters as described in the table below.

Click Update. The Idle Operator Policy is updated.

Block Credit Card Patterns: 

In the left menu, go to Account Set Up > Settings > Credit card patterns (tab).

Ensure that Block Credit Card Patterns is enabled by clicking the Click here to enable.

Create Secure Forms:

Forms are created and managed in the LivePerson Admin Console. 

To create a secure form:

Go to Visitor Experience > Chat > Secure Forms (tab). 

Click Add form to create a new form, or click an existing form name to edit it.

Write the name of the form. This will be displayed as the secure form heading and will be presented to the consumer on the invitation and push notification.

For each new question, define the following parameters:

• Answer type: Select between textual, numeric, or CVV from the dropdown menu.
• Required: Whether or not the answer is required (the form cannot be submitted without it).
• Masked: Whether or not the answer is masked (this option will mask the characters in the field on the visitor side for over-the-shoulder situations).
• Off the record: Whether or not the answer is off the record (meaning that the answer will not be stored anywhere, even in its tokenized form; this is suitable for type CVV).

Click Done for each question.

Click Save.

Verify permissions to view and edit secure forms:

The following permissions related to secure forms need to be enabled for an account:

To verify that permissions are enabled:

1. Log in to your Conversational Cloud account. The homepage appears.

2. On the hamburger menu click the Manage tab and click Users & Skill. The User Management page appears.

3. Click the Profile tab in the User Management page. The Profile page appears.

4. Click the Agent profile. The Edit profile page appears. 

 5. Scroll down to confirm that the Use secure form within a conversation permission is enabled. 

Click Save. 

You have now successfully configured and set up secure forms for your brand.

Setting Language

Effortlessly tailor your language preferences across diverse sections of Conversational Cloud for LivePerson, ensuring seamless support for a multitude of languages.

You can set the language for the following:

• Change language for Conversational Cloud UI. 
• Change language for the Engagement Window.
• Change language for Predefined Content Library.

Change Language of Conversational Cloud UI:

You can change the language for the UI elements across Conversational Cloud. See the below example to see the UI in Spanish:

To change language:

1. Log in to your Conversational Cloud account. The homepage appears.

2. On the top right click the User Profile icon and click My details from the dropdown. The My details page appears.

3. Scroll down to Regional settings to find the Language option.

4. Upon selection, click Save. 

The selected language is set across Conversation Cloud.

Change Language for Engagement Window:

You can change the language set for the engagement window for your client to better suit to their needs. For example:

1. Log in to your Conversational Cloud account. The homepage appears.

2. On the hamburger menu click the Engage tab and click Campaign Builder. The Campaign Builder page appears.

3. Click the the required engagement. The Engagement settings page appears.

4. Click the + icon to add language. The Engagement languages page appears.

5. Click Save. The language dropdown now displays the added language.

 The selected language is used for the Engagement Window, Automatic Messages, and Predefined Content upon publishing.

Set Language for Predefined Content Library:

You can change the language used for predefined content to better serve customers. For example:

To have a language appear as an option in the Predefined Content Library, choose the desired language in the Engagement settings page.

1. In the engagement page click Customize Predefined Content. The Predefined Content Library page appears.

2. Select the required content to edit. The Manage Predefined Content page appears.

3. Click the language already added to view the content in the selected language.

Click Done. The content is added in the selected language.

Testing Web Messaging

You can test your web messaging experience using the LivePerson web messaging emulator.

1. Navigate to the emulator. The web messaging emulator page appears.

2. Provide your Conversational Cloud account number and click Show Window. The engagement experience appears.

Use the emulator to test your web messaging experience

Testing using Weebly

You can also test your implementation of web messaging with Weebly.

1. Log in to your Weebly account, or Sign Up if you don't have an account already. The dashboard appears.

2. Click Pages > + > Standard Page to create a new page. The new page appears.

3. Click SEO Settings. The SEO settings page appears.

4. Copy your Web Tag into the HEADER CODE field. Provide a page name under the PAGE PERMALINK field.

5. Click Publish. The Website Published confirmation dialog appears.

6. Navigate to the webpage created by adding a "/" followed by the page name you added in step 4. The page appears.

The page should appear with your engagement as set in the campaign manager.

LPA Anywhere For Salesforce

The LivePerson Conversational Cloud Connector for Salesforce is a powerful tool that unifies the agent workspace experience for brands using Salesforce. 

It allows agents to seamlessly accept and manage conversations from various messaging channels, all within the familiar Salesforce interface. 

The first step to setting up the LivePerson Salesforce Connector is to install the LivePerson embedded UI in Salesforce. 

1. Install LivePerson embedded UI

Navigate to the package list here. 

Click Salesforce hot fix for the version you wish to download. The Salesforce login page appears. 

Input your Salesforce credentials and click Log in. The Install LivePerson Embedded UI page appears.

Select Install for All Users and click Install. The Approve Third-Party Access.

Check the box and click Continue. The UI is installed. 

Click Done. The Salesforce page appears.

Click Apps > App Manager. The App Manager appears.

Find Sales Console click the arrow and click Edit. The App Settings page appears.

Click Utility Items. The Utility Items page appears.

 Click Add Utility Item, scroll down to Custom Managed and select LivepersonAura. 

Change the panel width to 400 and the panel height to 600 and click Save. 

 The settings are saved. 

Return to the Salesforce page and search for Tusted URLs.

Ensure that the listed URLS are present. For each site please ensure the check for connect-src (scripts) is checked.

Once you have set up user permissions, you can link your LivePerson account to your Tenfold account and turn on messaging features.

2. Tenfold Account Setup  

Navigate to https://dashboard.tenfold.com and log in with your credentials. The Tenfold dashboard appears.

Click Company settings > CRM. The CRM page appears.

Select the following from the dropdowns:

1. CRM: Select Salesforce from the dropdown and select Default
2. Authentication Type: Select Default if the connection is configured through OAuth, if not configured through OAuth select Credentials and provide client ID and Client Secret into the fields that appear.

Once done, click Save. The Allow Access page appears.

Click Allow. 

The CRM is connected.

2.1 Enable Messaging Configuration

Click Company settings > Messaging. The Messaging page appears.

Check the Enable Messaging for this organization option. 

Provide the following:

1. Liveperson Dropdown: Select LivePerson from the dropdown.
2. Authentication Type: Select Login with credentials from the dropdown.
3. Account Id: Provide your conversational cloud Account Identification number.
4. Username: Provide your conversational cloud Username.
5. Password: Provide your conversational cloud Password.

Once done, click Save. 

The configuration is added and saved.

2.2 Setup Agents 

To access LivePerson in Salesforce, agents must be managed in Tenfold. You can sync all agent users from your Salesforce or import them from a file.

To sync agents:

Log in to Tenfold, click Users > Synchronize users. 

Users are synchronized. The users appear.

3. Accessing LivePerson on Salesforce

Login to your Salesforce workspace with your credentials. 

Access the Sales Console by searching the app list. The Sales Console page appears.

Scroll to the bottom of the page and click LivepersonAuro to open the LivePerson UI.

Provide your Tenfold Username and click CONTINUE. The password screen appears.

 Provide your Tenfold Password and click CONTINUE. The LivePerson login screen appears.

Provide your conversational cloud account number, login name, and password. Click CONTINUE.

You are logged in to the Conversational Cloud on Salesforce and the Active Conversations page appears.

Salesforce Widget

Welcome to LivePerson's Salesforce Widget guide. This document introduces the Salesforce widget, a powerful tool designed to enhance the agent experience by integrating Salesforce data directly into the Agent Workspace. 

By providing agents with a comprehensive view of customer information and cases from Salesforce, this widget enables brands to deliver personalized customer experiences and streamline operational efficiency. 

This guide covers the prerequisites, enablement process, access, and key components of the Salesforce widget, empowering brands to leverage the full potential of this integration.

Autosummary Widget

An AI-powered feature that automatically generates concise summaries of conversations.

To enable the feature:

Navigate to Supportal. The Supportal page appears.

Click Houston. The Mission Control page appears.

Click AC Features. The AC Features page appears.

Search for Messaging.Automated_Conversation_Summary, enable it and click UPDATE FEATURES.

Log into Conversational Cloud.

Navigate to Users & Skills section in Conversational Cloud. The Users & Skills page appears.

Click Add user. The Add user page appears.

Create a human user, provide the required information and click Save.

Create a skill and assign it to the created agent.

Click Profile > Select the Profile used for the added user. The Edit Profile page appears.

Scroll down and enable Automated conversation summary permission for Agents.

Click Save. 

Once done return to Houston and navigate to Site Settings. The Site Setting page appears.

Search for autosummary.summaryAgentId and click Edit. The Edit window appears.

The value added here can be sourced from the URL of the Summary Widget Edit user page.

Search and edit the following values: 

• autosummary.minConvSize: Set to 1.
• autosummary.maxConvSize: Set to a larger number like 1000.

Click Confirm. Auto Summary is now enabled for the conversations.