Private Messages in Agent Workspace allows messaging users to send private messages to all conversation participants except the consumer. It enables managers to guide agents during active conversations, while agents can privately request direction or clarification from managers.
Users will see the new private message action available within the action menu:
A new window will then appear for typing your message:
A private message displayed within the conversation area, with a “Privately” badge:
Private messages will not affect the conversation’s SLA, intensity (active/inactive status), and will not reset the auto-close timer.
To disable this feature, please contact your LivePerson representative.
➡️ This feature will be available to customers in phases. Please contact your LivePerson representative for more details.
Limitations
- Private Messages will not show a notification to the agent near the module icon, or on top of the conversation line in the My Connections panel (unlike regular messages).