Accessibility is the practice of making websites and products usable by as many people as possible.
LivePerson is committed to making messaging inclusive and accessible to every consumer, allowing everyone to connect with the brands they love. Moreover, with conversational solutions, brands can not only serve every consumer, including those with disabilities but can also provide an extra avenue of assistance. With messaging, consumers can get assistance from agents and bots who can perform actions on their behalf, such as completing a form or searching for items on a website.
LivePerson also extends accessibility support to brand employees such as agents and agent managers, empowering every employee, including those with disabilities, to provide the best customer service.
LivePerson Accessibility Conformance Status
LivePerson strives to adhere to the highest level of accessibility regulations around the world, by adhering to the Web Content Accessibility Guidelines developed by The World Wide Web Consortium - W3C.
You may find all relevant information on technology standards, conformed criteria, and scope in the conformance statement for each product listed below.
Currently, LivePerson have completed WCAG 2.2AA audits for Web Messaging and Mobile SDK. We are working to remediate any outstanding issues to drive alignment towards these standards.
Consumer experience
LivePerson have completed WCAG 2.2AA audit. Below is the Analysis and the conformance Reports.
💬 Web Messaging
🗓️ Audit completed [2024]
Conformance Level: Supports
- Strong support for the majority of WCAG 2.1 and 2.2 Level A and AA success criteria
- Solid compatibility with keyboard navigation and assistive technologies such as screen readers
- Overall support for WCAG 2.2 additions (e.g., Focus Not Obscured, Target Size, Accessible Authentication)
Note: Structured content authored by brands may introduce unanticipated accessibility issues
📱 Mobile SDK (iOS + Android)
🗓️ Audit completed [TBC]
Conformance Level: Supports
- Strong support for the majority of WCAG 2.1 and 2.2 Level A and AA success criteria
- Support for bluetooth keyboard navigation and assistive technologies such as VoiceOver on iOS and TalkBack on Android
- Overall support for WCAG 2.2 additions (e.g., Focus Not Obscured, Target Size, Accessible Authentication)
Note: Structured content authored by brands may introduce unanticipated accessibility issues
Brand Experience
🖥️ Agent Workspace for Messaging
🗓️ Audit completed [2024]
Conformance Level: Partially Supports
- Accessibility is well-supported in the primary user flows, offering a high level of usability for assistive technology users. However, some inconsistencies remain in the interface:
- Keyboard and Screen Reader Navigation: Some components exhibit inconsistent focus behavior or lack accessible names. Legacy implementations, such as the All Conversations filter, are not fully operable via keyboard or screen readers
- Target Size (WCAG 2.2): Several interactive elements fall below the 24×24 CSS pixel minimum, potentially creating barriers for users with motor impairments
- Focus Management: Certain interactions result in unexpected focus shifts, and in some cases, the visual order does not align with the DOM order
- Contrast Issues: A primary action button fails to meet minimum contrast requirements
- Semantic Structure: Some roles and labels are misapplied or improperly implemented, affecting how assistive technologies interpret the interface
- Text Resize: The team is currently working on implementing support for scaling the interface up to 200%
- Reflow: reflow is currently not supported.
🧭 CCUI [Navigation]
🗓️ Audit completed [TBC]
Conformance Level: Supports
- Strong support for the majority of WCAG 2.1 and 2.2 Level A and AA success criteria
- Solid compatibility with keyboard navigation and assistive technologies such as screen readers
- Overall support for WCAG 2.2 additions (e.g., Focus Not Obscured, Target Size, Accessible Authentication)
🔗 Link to report
🧑💼Manager Workspace
🗓️ Audit completed [September 2024]
Conformance Level: Partially supports
- An accessibility audit conducted by an external consultant in September 2024 found that the interface does not meet WCAG 2.2 Level A and AA success criteria. The evaluation identified multiple critical barriers that significantly hinder access for users who rely on screen readers, keyboard navigation, and other assistive technologies. These issues impact key aspects of accessibility, including navigation, operability, visual perception, and content understanding across the interface
- The team is actively working to address the critical and high-priority issues identified in the audit
CoBrowse:
🗓️ VPAT to be completed end of July.