Chat To Messaging Migration

High Level Requirements

In order to start the migration process, we first need to gather the appropriate assets/information from the brand.  This will help determine the proper level of scoping effort.

Preliminary Questions

• LpTag
  • Double check the LPTag Version on the clients current site (ie. lpTag_v in google console)
  • Check the tag within the UI Console (Top Right Of Screen > Web Tag)
• Pre-Chat Survey
  • The pre-chat survey no longer exist in messaging.  
  • Will need to determine the replacement:
    • Welcome Message and/or Concierge-Routing Bot
    • Bot flow design - does the conversational design team need to be involved?
• Post Chat Survey to PCS
  • The post chat survey will be changing to the PCS survey.
  • Will a demo be needed? 
    • FCR
    • NPS
    • Other
• SDEs
  • Does the brand currently utilize SDE's?
    • UnAuthenticated
    • Authenticated
• FaaS
  • Are there any third party bots being used (Watson, Netomi, Dialog Flow)?
    • https://developers.liveperson.com/third-party-bots-bot-types.html
    • A deeper discussion may be needed regarding a brand using third party bots vs LP bots
  • Any other Chat-related FaaS is being utilized with any Chat APIs?
• Conversation Orchestrator
  • Will the brand being utilizing dynamic routing or our Conversation Context Service to store variables/data (ie. for VIP customers, language detection or other use cases)?
• Skills
  • Will any of the skills be changing during the migration?
• Campaigns 
  • How many currently exist for each of the below and will any of them be changing?
    • Engagements (# ?)
    • Window Design (# ?)
    • Entrypoints (# ?)
    • Languages (# ?)
    • Welcome Message Options:
      • Campaign serves welcome message
      • Bot services welcome message 
• Mobile SDK/InApp
  • Will or does the brand currently use or intend to use inApp for Android or IOS
  • We provide native support for Android/IOS (ie. not react, flutter, Xamarian)
  • Does the brand have their own technical resources to build and maintain the InApp Solution?
• Widget
  • Does the brand have any custom widgets previously built and maintained by LP?
  • Widgets the brand has built/maintained, will there be any updates to those widgets?
  • Have there been any discussion of any new widgets?
• Human Agents
  • Messaging Capacity
  • Profiles & Permissions
• Automatic Messages
• Authentication (Web and Mobile Support)
  • Is chat currently unauthenticated or authenticated?
  • Which method of authentication has been discussed?
    • Full authentication - customer always logs into the brand website to authenticate
    • Setup Authentication - customer starts unauthenticated and authenticates at some point during the flow 
• Training
  • Will training be required?  Some examples of previous trainings include: 
    • Report/Analytics builder
    • Authentication/JWT
    • Reporting API's
      • For brands that are familiar with the two data and engagement history CHAT API's, the various amount of messaging reporting API's available can seem overwhelming. 
• Agent Surveys
  • Will agent surveys be needed?
• Switch Campaigns
  • Will any new campaigns need to be created or will we be using existing campaigns.
• Social Channels
  • Gather a list of social channels the brand is or will be using?
    • Twitter (be aware of upcoming pricing changes)
    • Facebook
    • Whatsapp
    • Instagram
    • Twillo
    • Google RCS
    • ABC/GBM
• Generative AI
  • Has the brand already seen a POC of LP AI capabilities?
  • Will the brand be using an external KB or Internal KB?
  • Gather the list of Generative AI features they would like to see.

Chat vs Web Messaging Feature Comparison

Below is a matrix/chart (WIP) highlighting differences between chat and messaging.  

Hours, Timelines, Engagement Preparation (TBD)

Migration Implementation Guide (TBD)