➡️ Exact delivery dates may vary, so some features may not be immediately available on the publication date. For your specific access dates, please contact your LivePerson account team.
🚨The timing and scope of all changes remain at the sole discretion of LivePerson and are subject to change.
New channel: Engage customers on RCS business messaging
We are excited to announce the launch of RCS (Rich Communication Services) as a new channel in Conversational Cloud. This initial release allows you to engage with your customers through trusted, brand-verified, text-based conversations directly in their phone's native messaging app on Android and iOS.
Verified brand profiles
Engage customers with a verified sender ID that displays your brand name and logo. This replaces anonymous phone numbers, which helps build customer trust and increases open rates by assuring customers of the sender's identity.
Customer-initiated conversations
Conversations are started by the customer. As the brand, you can create entry points using deep links and QR codes to drive inbound messaging volume from websites, emails, or physical locations. You can also leverage featured snippets on Google to start an RCS chat directly from your Business Profile's "Chat" button on Google search and Maps.
Two-way text messaging
Once a customer initiates contact, your agents and bots can engage in real-time, two-way text conversations to answer questions and resolve issues. This enables a true conversational experience, moving beyond simple one-way alerts.
Delivery receipts
Gain valuable insights into message engagement by tracking when your replies are successfully delivered to the customer.
Getting started
RCS requires a guided onboarding process to get your brand's profile (agent) created and verified by mobile carriers. To begin the process, please contact your LivePerson account team.
Alternatively, you can express your intent by completing the provided form.
Future support
LivePerson is committed to the continued development of the RCS channel. The capabilities outlined below are part of our strategic roadmap and are planned for future releases.
- Outbound (brand-initiated) messaging: Support for Application-to-Person (A2P) messaging is a planned future enhancement. This will enable you to initiate conversations with consumers who have provided prior consent. Common use cases for this functionality will include proactive notifications for appointments, shipping updates, and other timely alerts.
- Rich content and interactive features: To provide more dynamic and app-like conversational experiences, support for a comprehensive suite of rich media capabilities is also on the roadmap. Future releases will aim to include functionalities such as:
- Images, videos, rich cards, and carousels
- Suggested replies and suggested actions (buttons)
➡️ Learn more about RCS for business messaging.
➡️ Please contact your LivePerson account team for the latest information on the product roadmap.
Conversation Assist: Bug fix - Incorrect recommendation attributions in agent usage reports
Previously, if an agent viewed a conversation in which they were not a participant, the Agent Summary report incorrectly showed that they were offered recommendations. This has been fixed.