| Config element | Notes | Category | Addressed | Different From Chat? | Required C2M | External References |
| GENERAL LIVEENGAGE CONFIGURATION |
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| Operational Review | Happening as part of session with Kent | General |
| Yes | Optional | Link |
| LiveEngage Tag | Review the brand’s LE tag to ensure it is the proper version for messaging.recommendation is to have the Brand update to the newest tag.
| General |
| Yes | Required | Link |
| Skills | reconsider (clean up) naming conventions, | General |
| Maybe | Optional | Link |
| Fallback skill | LP recommends creating a Fallback skill | General |
| Maybe | Optional | Link |
| Queue Prioritization | Queue prioritization focuses agent resources on the conversations that matter most. It allows brands to efficiently allocate staffing resources and better handle incoming messages by prioritizing conversations in the queue based on importance. | Ops |
| Yes | Optional | Link |
| SLAs | 3 SLAs need to be set for messaging: Default, Urgent, and First Time. | Ops |
| Maybe | Optional | Link |
| Transfer to agent |
| Ops |
| Yes | Optional | Link |
| Working Hours (Shift Status) | Only pertains to accounts that will not have 24/hr contact centers, or when messaging will not be provided in the same manner. Working hours are configured using “Shift Status” found in the user menu for certain profiles (i.e. Agent Manager and Administrator, by default) Each skill can have its own unique Working Hours / Special Occasions settings. | Ops |
| Maybe | Optional | Link |
| Campaign Timeframe | Utilize the Campaign time frame instead of, or in tandem with Working Hours (Shift Status). If campaign has a configured timeframe that disables it on certain days or during certain hours, engagements will not display during those hours. | Ops |
| Maybe | Optional | Link |
| Smart Capacity Settings |
| Ops |
| Yes | Required | Link |
| Time to Inactive | Configurable by skill. Time to inactive is the time it takes from an agent’s response to a consumer before going into the inactive/idle state. | Ops |
| Yes | Required | Link |
| Auto Close | Configurable by skill. Auto close is the time it takes from a consumer going inactive to when the conversation is closed by the system. | Ops |
| Yes | Required | Link |
| Agent Warmup | Agent warmup is an optional configuration for messaging. If enabled, the incoming conversations assigned to an agent at the beginning of their shift will be slower and build gradually. The warm up feature will send the agent one message at a time with a defined interval between the first few incoming conversations, allowing the agent to adjust to their shift and get into the flow of their messaging workload. | Ops |
| Yes | Required | Link |
| Queue Backlog Management | Only pertains to brands that do not have a 24/hr contact center. Queue backlog is used when a queue is formed (generally overnight) that has conversations waiting for agents for extended periods. Queue backlog will make any conversations that have been in queue for X time (configurable) to go into the inactive state quicker (configurable, default is 5 seconds), since these conversations will have a greater likelihood of being idle/inactive. This frees up agent’s availability to take on a new active conversation and allows the queue to be cleared quicker. | Ops |
| Yes | Optional | Link |
| Reporting/Data |
| Ops |
| Yes | Optional | Link |
| CONSUMER EXPERIENCE |
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| Page Code | Out-of-the-box code configuration for unauthenticated web chat, including SDEs, will not require any code changes. | Tech |
| Maybe | Optional | n/a |
| Authentication |
| Tech |
| No | Optional | Link |
| Engagement Configuration, Creative |
| Tech |
| No | Optional | see below |
| Engagement Setup and Creative |
| Tech |
| Yes | Required | Link |
| Engagement Window |
| Tech |
| Maybe | Optional | Link |
| Entry Point | No changes needed for Entry Point. | Tech |
| No | Optional | Link |
| Behaviors | No changes needed for Behaviors. | Tech |
| No | Optional | Link |
| Surveys |
| General |
| Yes | Optional | see below |
| Pre-chat | All pre-chat surveys will need to be created as a bot (eg Valentino) | Ops |
| Yes | Optional | Link |
| Post-chat (CSAT) | 5-star default post conversation survey to gather CSAT | Ops |
| Yes | Optional | Link |
| Offline | There is no offline survey. | Ops |
| Yes | Optional | Link |
| Agent Survey | All agent surveys for messaging have to be built as a widget in LiveEngage. | Ops |
| Yes | Optional | Link |
| Page Variables/SDEs | SDEs will be passed in the same manner as chat. | Tech |
| Maybe | Optional | Link |
| Automatic Messages | Chat and Messaging have entirely separate sets of Automatic Messages. Can review them | General |
| Yes | Required | Link |
| Secure Forms | Secure forms require no changes from chat to messaging. | Ops |
| No | Optional | Link |
| Consumer to Agent File Sharing | Consumer to agent file sharing is available for messaging. Needs to be enabled | Ops |
| Yes | Optional | Link |
| AGENT EXPERIENCE |
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| Agent Workspace | The new agent workspace would be the recommended workspace for agents as they switch to messaging. | Ops |
| Yes | Required | Link |
| ACD (Agent Login - Auto or Manual) | Manual mode is not available for Messaging. Messaging has two ACD settings, Auto-Accept mode and Advanced mode which requires the agent to accept the conversation in X time (configurable) before returning the conversation to queue for another available agent to accept. | Ops |
| Maybe | Required | Link |
| Profile Permissions - Agent / Agent Manager | The Agent and Agent Manager profiles may need to have their permissions updated. | Ops |
| Yes | Required | Link |
| Agent Capacity Assignment | Verify the field “Max no. of messaging conversations” has a value assigned | Ops |
| Yes | Required | Link |
| Agent Groups | No changes needed for Agent Groups. | Ops |
| No | Optional | Link |
| Widgets |
| Tech |
| Yes | Required | see below |
| Agent Summary | In the new agent workspace, the Agent Summary widget has a different widget to enable for messaging. | Tech |
| Yes | Required | Link |
| Page Navigation | There is currently no page navigation widget. | Tech |
| Yes | Optional | Link |
| Predefined Content | C2M provides an opportunity to revisit all of the predefined content to determine if it is still viable. Content may require revisions or complete deletion due to the different mindset of messaging vs chat. | General |
| Maybe | Optional | Link |
| Agent to consumer file sharing | Agent to consumer file sharing is available for messaging.Needs to be enabled | Ops |
| Yes | Optional | Link |
| Agent Away State - Custom Values | Any custom Away states created for the chat platform will migrate to messaging. | Ops |
| Maybe | Optional | Link |
| Cobrowse | No changes needed for CoBrowse | Ops |
| No | Optional | Link |
| Return to Queue |
| Ops |
| Maybe | Optional | Link |