Updates: WhatsApp and Report Center
➡️ Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication. Please contact your LivePerson account team for the exact dates on which you will have access to the features.
🚨The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.
Pre-Verified WhatsApp Business Numbers
LivePerson are introducing a new feature that makes integrating WhatsApp Business with LivePerson faster and easier. You can now access pre-verified WhatsApp Business phone numbers, reducing signup steps and eliminating common onboarding delays.
Key Enhancements
Pre-Verified Numbers Available
Until now, getting started with WhatsApp Business often required purchasing a phone number separately and completing a full verification process—including OTPs via call or text. This could slow down onboarding significantly.
With this update, each account will have access to five pre-verified numbers by default, available directly within the LivePerson platform. Additional numbers can be requested as needed.
Streamlined Embedded Signup
During the WhatsApp Business embedded signup flow, a pre-verified number will appear labeled as a “BSP provided number.” You can simply select it with one click.
User Claims Number
Once selected, the number is instantly claimed and linked to your WhatsApp Business Account—no additional verification steps required.
Benefits
Faster Onboarding: This update reduces the steps required to get started with WhatsApp messages on LivePerson.
Improved User Experience: It provides a seamless and efficient signup process.
Report Center
Enhancements
#Transfers Metric
LivePerson are expanding the #transfers metric to include takeovers. In addition to Agent Transfers, Skill Transfers, and Back-to-Queue, the metric will now also track instances where either a bot or a human agent takes over the conversation. This change ensures alignment with the 'Transfers' fields published in the Conversation Transcript.
Total Bot Interaction and Total Custom Bot Events Metrics
This is a minor update to the metric value format. Previously, the "Total Custom Bot Events" and "Total Bot Interaction" metrics were displayed as decimal numbers, even when the values were whole numbers. We have now updated these metrics to display as integers instead of decimals
New Features
Copilot Summary Template
The Copilot Summary template offers a centralized view of key Copilot summarization metrics, along with detailed conversation metrics. It helps users gain a high-level understanding of Copilot Summary activity and performance. Additionally, the template allows for deeper analysis of Copilot efficiency across various dimensions, such as skill, agent, date, and more, enabling users to identify trends and areas for improvement in the Copilot Summary system.
Bot Analytics Template
The Bot Analytics template on the Report Center is designed to offer a comprehensive, centralized overview of a bot’s performance and effectiveness. It consolidates key metrics and insights to help evaluate how well the bot is performing in terms of bot interactions, custom events, and overall efficiency. This template provides an easy-to-understand summary of the bot's activity, enabling teams to make data-driven decisions for optimization and improvements.
Enhancements to Salesforce Connector
- Advanced Matching - SF Connector Advanced Matching now available for North America region and for Web Messaging channel! This feature allows a Brand to use a specific field in the SDE to be mapped to a specific CRM object and field for matching purposes. The matching rules can be applied to one channel or multiple channels. (Screenshots are included in the instructions below)
- Feature becomes available for NA Region. Was previously only available for EMEA region
- Updated to include Web Messaging channel - previously only supported Whatsapp channel
- Requires configuration within Tenfold Dashboard
For more information on Advanced Matching, see this article
https://community.liveperson.com/kb/articles/2010-configuration-advanced-matching