LivePerson Community: Community: gettingstarted

Getting Started

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OVERVIEW

The LivePerson platform enables your business to identify and proactively engage the right customer, using the right communication channel, at the right time. This hosted solution delivers tools that support and manage all online customer interactions chat, email, voice, and knowledgebase from a single, unified agent application.

By using the LivePerson APIs, you can customize your applications to add features that you want and extend the reach of your LivePerson solution. The LivePerson APIs give you access to the visitor data of your application, and allow you to connect with business applications through rules-based plug-ins.

The following sections guide you through the steps you need to take to begin developing on the LivePerson Platform:

Join the Community

The LivePerson Developer Community offers you a complete set of resources, which will allow you to build applications to integrate with and extend the LivePerson platform. Join now to set up your free LivePerson developer account and gain access to APIs, documentation, discussions, development keys and more.

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Understand the Environment

Learn the LivePerson development environment for building your application, including creating an application key, requesting a test account, installing your application, requesting a live key and more. Also learn the tools and how to get started to set up agents, build your pages and configure rules.

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Access LivePerson APIs

The LivePerson APIs allow you to customize chat windows and offer chat from anywhere on the Internet. You can route information between the LivePerson servers and yours, and add features to increase engagement with your customers using the APIs.

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Explore Application Opportunities

The LivePerson platform lets customers and partners deliver different engagement types to touch and influence many more site visitors. Review these application opportunities for inspiration on how you may be able to enhance your visitors' experience, extend the reach of visitor engagement and learn more about those with whom you engage in chat and other interactions.

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Develop Your First Application

With a good understanding of the LivePerson environment, you can use any of the several detailed Getting Started documents to begin building your application. Select from building a chat window using JavaScript or REST, creating a plug-in, building a Visit application, and more.

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Go Live

Now that you have built and tested your application using the LivePerson development environment, you can start using the application, or, as a partner, sell your application to LivePerson customers on the Apps Marketplace.

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Find Additional Resources

Review the extensive documentation, including reference manuals and technical how-to's, sample code, and discussions to learn the APIs, master the details, and pose your technical questions to LivePerson experts and members of the LivePerson developer community

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UNDERSTAND THE ENVIRONMENT

The LivePerson application includes an Agent Console and an Admin Console. The Agent Console is used by contact center agents to interact with website visitors. Administrative functions are performed from the Admin Console. Youll use both consoles to develop and test your applications. In case you have additional product related questions, use either the search box at the top of the screen, or the LivePerson Support knowledgebase.

Agent Console

The LivePerson Agent Console enables agents to chat with visitors, respond to chat requests, initiate chat requests, and observe visitor activity on the website. Take the guided tour of the LivePerson Agent Console which shows the Agents workflow and procedures; in early 2011 the Agent Console added many new features and capabilities, including support for a localized user interface in six languages.
Click the LivePerson Agent Console link to start the LivePerson Agent Console. Youll need a LivePerson account number to start the application.

Admin Console

The Admin Console is a web-based tool that is the interface used by administrators to set up and configure the LivePerson application. From the Admin Console, administrators manage agents and workflows and track visits across their website. You will need to have access to the Agent Console and the Admin Console to develop your application.

LivePerson Development Environment

Before you can build an application on the LivePerson platform, youll need to understand the basics and mechanics of the LivePerson environment so you can determine what kind of application you might want to build, and which features to provide.
The following six steps are required in creating, testing and releasing unsigned applications (signed APIs and plug-ins have a somewhat different process).

1. Create an Application Key

To develop a LivePerson application you must first receive a unique Application Key from the LivePerson Developer Community, and then include it in every request.

2. Develop Your Application

Depending on whether you are developing an app using a LivePerson API or a plug-in, the required steps vary; see the section Access LivePerson APIs for more details.

3. Request a Test Account

You can create Small Business and Midsize Business test accounts. A Test Account starts off in a clean environment, which means that there are no existing rules. You will then be able to add further applications to the Test Account to see how they operate in this controlled environment.

4. Install the Application on the Test Account

You may need to add the application to your account so that the application can be tested.

5. Request a Live Application Key

When your app is ready to go live, you must submit a request for a Live Key. LivePerson reviews your application and if acceptable a Live Application Key is made available to you. A LivePerson representative may contact you during this stage. Note that Live API Keys are approved only for active customers and are subject to additional fees.

6. Update the Application with the Live Key

Change the key used in your application to the new Live Key; this may involve an approval process.
We recommend that before you begin, first become familiar with the LivePerson environment, administration procedures, agent procedures, and more. Refer to the LivePerson Manual for Developers (.pdf, 2.25MB), which provides a comprehensive overview of how LivePerson works for our customers and their customers. The manual describes the core features, benefits and functionality of the LivePerson solution.

Some of the key capabilities of the LivePerson environment you will want to learn about:

How to Set Up Skills & Agents: Skills are used to control the distribution of chats to operator groups based on the nature of the chat. An agent or operator is the sales and service representative connected to a visitor using the Agent Console. For more information, click here. See the User Setup training module.

Configuring Permission Groups: When configuring agents, you must assign them to a permission group. Permission groups are used to control the functionality available to agents. When defining a permission group, you select the functionality that members of the group can access. For more information, see How do I set up operator permissions on my account?

Page Code Builder: Page Code Builder is an easy-to-use code generator for two types of code:

Button Code:
From Page Code Builder, you can either select from the default Button Types that exist within the Button Library or customize your own button to match the look and feel of your website. Buttons can reflect the status of the agent, indicating that the agent is ready to chat, offline, or away for five minutes.
Monitor Code:
The Monitor Code is a standard form of HTML which does not vary with any changes made to any of the Button Types. The Monitor Code is invisible to visitors, and enables real-time monitoring of your website traffic and visitor activity, giving you the opportunity to invite visitors to chat or talk. LivePerson recommends that you embed the Monitor Code on every page.

Rules: The use of Rules is an advanced feature of the LivePerson solution, which allows you to react to customer activity on your website. All rules must be created with a specific rule context. The context or "trigger point" determines the circumstances in which the rule will apply. For example, a rule that is set for "when a visitor enters site" will be triggered for processing each time a visitor enters your site. At that time, the conditions specified by the rule will be checked, and if found true, the actions specified in the rule will be performed by the system. For more information, refer to LivePerson Manual for Developers.
With an understanding of the LivePerson environment, Admin Console and the Agent Console installed and running, you are ready to start exploring application development.

ACCESS LIVEPERSON APIS

LivePersons platform enables the development of applications that extend the reach of LivePerson solutions. LivePerson APIs, or Application Programming Interfaces, are points in the LivePerson platform that have been exposed for the purposes of application development.
There are currently four accessible APIs:

Agent API (REST) - With the Agent API (REST), developers can create agent chat applications from any desktop, mobile device or server-based software application. These applications enable agents (real or virtual) to log into their LivePerson account, take chats from visitors and to transfer chats to other agents.

Chat API (JavaScript) - The Chat API (JavaScript) offers interfaces to enable customized chat window designs and access to LivePerson chat from a web browser, and includes customization features so you can make your chat window fit your design and business needs.

Chat API (REST) - The Chat API (REST) extends the reach of LivePerson by offering live chat from any software connected to the Internet. This includes new access points within desktop or server-based applications from which visitors can initiate a chat. REST Chat applications can be signed or unsigned.

Visit API With the Visit API (REST), developers can monitor the activities of visitors beyond the website, on a wide range of devices, applications and websites, using HTTP requests. These can include mobile devices, social media websites and desktop applications. In addition, developers can use the Visit API to add custom variables to existing, monitored website visits, and bring in additional data related to a specific visitor session, via third-party application servers, directly to the LivePerson servers.

Application Plug-Ins

LivePerson Application Plug-Ins are components of packaged business rules used for visitor intelligence, unique visitor experiences and integrations. Use Application Plug-Ins to create intelligence solutions that respond to visitor events and interact with the visitor browser or with third-party systems.

EXPLORE APPLICATION OPPORTUNITIES

By building applications on the LivePerson platform, you have new opportunities to deliver increased sales and more effective customer support - on the desktop, the Web and on mobile devices. By enabling new application development by third parties, the LivePerson platform lets customers and partners deliver different engagement types to touch and influence a far greater percentage of visitors.

The LivePerson platform can help you to increase your online sales and customer service objectives through the development and delivery of applications that:

Extend the reach of visitor intelligence and engagement to any Internet-enabled application or device.
Enhance visitor experience with greater customization of chat invitations and windows.
Accelerate integration with complementary third-party business applications.
Maximize valuable information and insights gleaned from visitor chat sessions to boost site effectiveness, improve agent performance, and more.

The following use cases outline some common scenarios:

Chat Applications

Automated Chat Applications: Create solutions using the automated-chat capabilities of virtual agents. The Agent API uses LivePersons real-time engagement technology to manage the chat experience. It utilizes LivePerson's business rules to determine if and when a chat should be handled by a virtual or real agent for additional support. API to Use: Agent API (REST). For more information, refer to the Getting Started: Using the Agent API.

Chat Translation: Combine the LivePerson chat solution with a real-time translation tool that enable you to build customized translation solutions and add machine/human translation functionality into your applications. API to Use: Chat API (JavaScript). For more information refer to the Getting Started: Building a Chat Window with JavaScript.

Custom Chat Windows: Create chat windows with design elements consistent with your websites look and feel, or develop unique chat windows to provide a more seamless user experience. API to Use: Chat API (JavaScript). For more information refer to the Getting Started: Building a Chat Window with JavaScript.

Embedded Agent Chat Consoles: Enable your agents to handle chats while on the go by embedding chat consoles inside mobile applications. In addition, the agent console can be embedded into existing desktop or CRM applications. API to Use: Agent API (REST). For more information, refer to the Getting Started: Using the Agent API.

Instant Messaging Applications: Build applications that allow website visitors to communicate with LivePerson agents from their favorite Instant Messaging applications. API to Use: Chat API (REST). For more information, refer to the Getting Started: Building a RESTful Chat.

SMS Chat: Create applications that enable visitors to communicate with agents using SMS from their mobile devices. API to Use: Chat API (REST). For more information, refer to the Getting Started: Building a RESTful Chat.

Server-to-Server Applications

Sending information to a third-party server: With LivePerson you have the ability to send notifications of real-time events to a third-party system, which is then able to respond to that event. For example, notifying a CRM of a Hot Lead, updating visitor records in a purchasing system and logging interesting visitors for later reference. API to Use: Plug-Ins. For more information, refer to Getting Started with Plug-Ins as well as Developing Plug-Ins and Application Actions.

Receiving Information about the Visit from a third-party server: With LivePerson you have the ability to push variables to an existing visit -- for example, integration with third-party servers such as CRM systems. This can allow you to set visitor priority for engagements and integration with third-party servers in order to obtain agent availability for a specific visitor. API to Use: Visit API. For more information, refer to the Getting Started: Receiving Information About the Visit from a Third-Party Server.

Dynamic Content Applications

Dynamically Adding Content to Web Pages: The ability to run different applications on a browser, based on LivePerson intelligence. For example: displaying adverts and streaming video content. For more information, refer to Application Plug-Ins.

GO LIVE

Now that you have built and tested your application using the LivePerson development environment, you can start using the application, or, as a partner, sell your application to LivePerson customers on the Apps Marketplace.

Live Key Request Prerequisites

In order for your application to go live, you must first request a Live Key and then install that Live Key into your application. All Live Key requests are pending approval by LivePerson.

Before requesting your Live Key, please be sure to review the following:

LivePerson Customer: If you intend to use your application for your business, be aware that Live Keys are only approved for active LivePerson accounts and are subject to licensing fees. In addition, Live Keys are only available with select LivePerson product lines. Please contact your LivePerson account executive for more details.
LivePerson Partner: If you are a partner requesting a Live Key on behalf of a customer and/or for your application, you must be an active Platform Partner. For more details, please refer to our partners page.

Requesting a Live Key

To request Live Key, log into the Developer Community; from the Resources menu, select API Keys & Accounts and then select Create New Application Key. As when applying for a Development key, you have to fill out the application in detail and you must specify that you are requesting a Live Key by choosing "Live" on the "Purpose" question.

The following section describes in detail how to install your approved Live Key to an Application using Signed or Unsigned APIs as well as to an Application Plug-in.

Go Live with your Application - Signed APIs

When a key is approved, an email is sent to you as the developer. The key is now visible to you on your Developer Community homepage. Use the approved Live Key in your application.

Right click on Install In Account link and copy the installation URL.

Send the installation URL to the LivePerson Account Owner.

When the Account Owner clicks the Install link, they are prompted to log in to the Admin Console, accept the Terms & Conditions, and then click Approve. The application will then be installed.

The Account Owner will be presented with a "Secret", which should be sent back to the developer.

You then take the secret and embed it into your application.

The application is now live and ready for use.

Additional reference can be found in OAuth for Signed REST Communication under "Connecting your Application with the LivePerson Account".

Go Live with your Application - Unsigned APIs

When a key is approved, an email is sent to you as the developer. The key is now visible to you on your Developer Community homepage.

Right click on Install In Account link and copy the installation URL.

Send the installation URL to the LivePerson Account Owner.

When the Account Owner clicks the Install link, they are prompted to log in to the Admin Console, accept the Terms & Conditions, and then click Approve. The application will then be installed.

The application is now live and ready for use.

Go Live with your Application Plug-in

When a key is approved, an email is sent to you as the developer. The key is now visible to you on your Developer
Community homepage. Use the approved Live Key in your application.

Use the approved Live Key in the Application Plug-in definition and upload the Application Plug-in. Read more

LivePerson will review the plug-in. This process may take up to 5 business days. Once approved, the Account Owner is notified by email that the plug-in has been approved.

Following approval, on your Developer Community homepage, you need to right-click on the Install In Account link of the relevent key; copy the installation URL and send it to the LivePerson Account Owner.

When the Account Owner clicks the Install link, they are prompted to log in to the Admin Console, accept the Terms & Conditions, and then click Approve. The Application Plug-in will then be installed.

FIND ADDITIONAL RESOURCES

Code Library

The LivePerson Developer Community provides sample code that demonstrates how to use various features in our different APIs. Each of the sample codes below contains a description of what happens in each sample and its source code.

CHAT API (JavaScript)

Chat API GUI for the Visually Impaired: Contains a sample page developed using the JavaScript Chat API. The functionality creates an embedded chat window through a JavaScript event. In this sample the event is triggered through the click of a button, which then allows a visitor to chat with a LivePerson agent.

Embedded Chat Window: Contains a sample page developed using the JavaScript Chat API. Two scenarios are demonstrated An embedded chat window that is opened by clicking a button. The button click initiates the chat, and opens an embedded chat window. In this sample, the chat window appears, but the chat only starts when the visitor sends the first line.

Sample Chat Button and Chat Window using JavaScript: A sample chat button and chat window written in JavaScript using the JavaScript Chat API.

CHAT API (REST)

Chat REST API Java Helper Library: The Java Helper Library provides a set of helper functions to simplify the process of connecting your chat application to LivePerson. The Helper Library is not required to interface with LivePerson. You can implement your own interfaces or use and incorporate the code and examples provided by the Helper Library into your code.

Chat Signed and Unsigned REST API C# Open Source Helper Library: The .NET Helper Library provides a set of helper functions to simplify the process of connecting your chat application to LivePerson using C#. The Helper Library is not required to interface with LivePerson. You can implement your own interfaces or use and incorporate the code and examples provided by the Helper Library into your code.

Android Chat Client: An Android activity which enables the user to request a chat from a given account. It provides the ability to start a chat, send and receive chat messages, and stop a chat. You can modify the server or site ID by accessing the menu or clicking the "Change..." button.

SMS Gateway: The SMS Gateway project enables you to implement chat over SMS. The application communicates with a GSM modem connected to the computer using AT commands.

IPhone Chat Application: The model can be used in different iPhone applications for utilizing the chat. The application can be used as a demo or a proof of concept. The sample contains two programs: An Objective-C model that wraps the Chat API Rest calls, and implements that chat session's life time, and an Objective-C application that enables chat over an iPhone/iPod touch.

XMPP(Jabber) Gateway: The XMPP Gateway allows visitors to communicate with site agents from their favorite IM application. For example, a visitor using Google Talk may chat with an agent. Each account is represented as a contact in the IM client, and the agent availability is reflected as well. The Gateway is implemented as a plug-in to openfire, so in order to work with it, you need to download the code from their site.

Documentation

The LivePerson Developer Community provides extensive documentation on all our available APIs, including getting started guides, reference documents and detailed technical how-to information.

View documentation

Discussions

The LivePerson Developer Community provides robust and dynamic discussions on all our available APIs and how-to information. Technical moderators assist in answering questions, community members offer solutions and replies can be rated and bookmarked.

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