Single account vs multiple considerations

The target audience is all clients who own or manage multiple brands. The separation of concerns among the different brands can be achieved by provisioning one LivePerson account or multiple accounts and this document sheds some light on which approach is better based on the client's needs.

Pros and Cons

The below outlines the pros and cons of single account vs multiple accounts

Single account

In a single account approach we separate the messaging operations at the skill level with different campaigns, engagements, targets, entry points, messaging windows and other assets per business line (brand)

LP Clients with multiple brands on 1 siteID: Signet (7 brands), Estee Lauder (13+ brands)

Pros:

• Simplify code deployments of LPTag within tag managers - which tend to work across the different brand websites on the client side. Makes it easier on the client to launch LP tag, SDEs, Event Binding, etc. 
• Reporting can be high-level for the entire program, or broken down to the granularity needed for the LOBs, in one single instance of AB
• Ability to build multi-branded “master” bots - reduce deployment efforts for AI 

Cons:

• Potential to hit max limits of certain features, like Predefined Content, # of Campaigns/Engagements, etc.
• Potential to hit throttling limits for the LP APIs with throttling limits defined, like MI API.
  • AccessToken auth type: 715 RPS per resource for all site IDs (in general), and 20 RPS per each site ID;
  • Oauth type: 300 RPS per resource for all sites (in general), and 20 RPS per each site ID;
• SSO implementation needs to work for all agents in the account, can’t be separate or different 
• Single FaaS fair quota;
• Some Account-Wide settings prevent flexibility to customize per LOB, for example:
  • Account-level default skill;
  • Account-level fallback skill;
  • Monitoring(Shark) session configuration;
  • Routing priority configuration 
  • Automatic Conversation Distribution (ACD) configuration

 

Multiple accounts

In a multiple accounts approach, we separate the messaging operations at the account level. Each managed brand will have a separate LivePerson account.

Pros:

• Brand-specific account-level configurations;
• SSO per brand;
• FaaS fair quota per brand;
• API limits are spread between brands;
• Easier to organize and maintain account configs, easier to manage users, skills, automatic messages, predefined content, .etc 

Cons:

• Reporting: 
  • Have to log in and run Analytics Builder on multiple sites in order to pull basic reports (super time-consuming)
  • Can’t easily view holistic program metrics 
  • Have to run API calls 2x for different siteIDs
• Seat Licenses: 
  • Admins & Agent Managers count as seats. They would likely need access to both siteIDs which would impact licenses
• As programs evolve, sometimes agents/agent managers will cover more than one LOB or move from one to the other. This is a challenge with 2 site IDs - needing two logins, two screens, etc. 
• What should Brand expect related to limitations once they made one decision vs another