As X (formerly Twitter) messaging functionality on LivePerson will be deprecated on June 30, 2026, we understand you're looking for the best way to continue engaging with your customers. This guide is designed to help you identify the most impactful alternative messaging channels on the LivePerson platform, tailored to your brand's unique needs.
Why Transition? LivePerson is deprecating support for X (Twitter) messaging due to significant changes in Twitter’s platform policies. Our focus is on providing high-value, sustainable channels that deliver superior engagement and ROI for your business.
Start Here: Find Your Ideal Messaging Channel
Navigate through the questions below. Your answers will guide you to the most suitable channel(s) for your brand's specific needs.
Question 1: What is the primary nature of your customer interactions, and what level of richness is typically required?
- A. High-volume, rich, and personalized conversations (e.g., complex customer service, sales inquiries, proactive engagement with rich media like images/videos, structured conversations like appointment booking).
- B. Concise, often one-way or short-response messages (e.g., transactional alerts, reminders, simple queries, broad notifications).
- C. Communication within my brand's owned digital properties (e.g., website, mobile app).
- D. Formal, detailed, and often asynchronous communication (e.g., inquiries requiring extensive documentation, complaints, support tickets).
If you chose A: High-volume, rich, and personalized conversations
Question 2: What is the primary geographic focus or platform preference of your target customers for rich interactions?
A1. Global reach for rich, secure, and personal conversations; preference for a widely adopted messaging app.
A2. Focus on customers using Apple devices, seeking a native and premium experience.
A3. Engaging a wide audience primarily through popular social media platforms.
If you chose A1: Global reach for rich, secure, and personal conversations; preference for a widely adopted messaging app. Recommended Channel: WhatsApp
- Pros: Extremely high global adoption, supports rich media (images, video, documents), end-to-end encryption, strong brand presence with verified profiles, robust APIs for automation and integration, offers full account ownership and analytics access.
- Cons: Transactional messages require templates (approved by Meta), may have per-conversation costs.
- Best for: Comprehensive customer service, sales engagements, marketing campaigns, proactive notifications requiring rich context.
- Next Step: Learn more about setting up WhatsApp
If you chose A2: Focus on customers using Apple devices, seeking a native and premium experience. Recommended Channel: Apple Messages for Business (AMB)
- Pros: Native integration into Apple Messages app, seamless experience for iOS users, supports Apple Pay, rich interactive features (e.g., pickers, lists, time selectors), strong brand trust.
- Cons: Limited to Apple device users, may require specific development for advanced features.
- Best for: Premium customer service for iOS users, sales, scheduling, in-app support, and transactions via Apple Pay.
- Next Step: Implement Apple Messages for Business
If you chose A3: Engaging a wide audience primarily through popular social media platforms.
- Question 3: Which social platforms are most critical for your brand's customer engagement?
- A3a. Focus on the largest global social network.
- A3b. Strong visual brand presence, engaging younger demographics.
- A3c. Targeting specific regional markets where certain apps are dominant.
- If you chose A3a: Focus on the largest global social network. Recommended Channel: Facebook Messenger
- Pros: Enormous user base, easy discovery via Facebook pages, supports rich media, effective for automated interactions and widespread campaigns.
- Cons: Primarily for Facebook users, requires managing a presence on the platform.
- Best for: Broad customer service inquiries, marketing campaigns, engaging with customers already on Facebook.
- Next Step: Get started with Facebook Messenger
- If you chose A3b: Strong visual brand presence, engaging younger demographics. Recommended Channel: Instagram Messaging
- Pros: Ideal for visually driven brands, direct engagement with followers, appeals to younger audiences.
- Cons: Primarily for Instagram users, may have a more informal tone.
- Best for: Customer service linked to visual content, direct engagement with social media followers, brand building.
- Next Step: Integrate Instagram Messaging
- If you chose A3c: Targeting specific regional markets where certain apps are dominant. Recommended Channels: LINE, WeChat, Viber, KakaoTalk
- Pros: Essential for market penetration and customer engagement in specific countries (e.g., LINE in Japan, WeChat in China, KakaoTalk in South Korea, Viber in Eastern Europe). High local adoption rates.
- Cons: Regionally focused, may require specific local market expertise.
- Best for: Dedicated customer service and engagement in specific geographic regions where these apps are the primary mode of communication.
- Next Step: Explore integrating the relevant regional channel: LINE, WeChat, KakaoTalk, Viber
If you chose B: Concise, often one-way or short-response messages
Recommended Channel: SMS
- Pros: Universal accessibility (works on virtually any phone), extremely high open rates, no internet connection or app download required by the customer, ideal for urgent or critical notifications.
- Cons: Limited to text (no rich media without MMS, which has more limitations), less suitable for complex multi-turn conversations.
- Best for: Transactional alerts (order confirmations, shipping updates, appointment reminders), one-time passcodes (OTPs), simple customer service prompts.
- Next Step: Get started with SMS
If you chose C: Communication within my brand's owned digital properties
Question 4: Where do your customers primarily interact with your brand's owned properties?
- C1. My website.
- C2. My mobile application.
If you chose C1: My website. Recommended Channel: Web Messaging- Pros: Seamless integration directly into your website, persistent conversations (customers can leave and return without losing context), supports rich media and structured content, available 24/7. Full control over the user experience.
- Cons: Only accessible when a customer is on your website.
- Best for: Website support, lead generation, proactive engagement based on Browse behavior, self-service options, reducing call center volume.
- Next Step: Deploy Web Messaging on your site
- If you chose C2: My mobile application. Recommended Channel: In-App Messaging
- Pros: Provides contextual support directly within your mobile application, highly integrated and convenient for app users, can leverage user data within the app for personalized service.
- Cons: Limited to users who have downloaded and use your mobile app.
- Best for: Providing immediate support within your app, enhancing user experience, resolving issues without leaving the app environment.
- Next Step: Integrate In-App Messaging
If you chose D: Formal, detailed, and often asynchronous communication
Recommended Channel: Email
- Pros: Integrates traditional email support into the LivePerson unified agent workspace, allowing for centralized management of all customer interactions, suitable for longer-form communications requiring attachments or detailed explanations.
- Cons: Less immediate than real-time messaging, not suitable for urgent inquiries requiring instant responses.
- Best for: Complex inquiries, complaints, support tickets requiring documentation, or any communication traditionally handled via email where a formal record is preferred.
- Next Step: Learn more about integrating Email
General Next Steps for All Brands:
Regardless of your chosen channel(s), remember to:
- Review your current X (Twitter) usage in LivePerson.
- Connect with your LivePerson representative to finalize your transition strategy and address any specific questions.
Our teams are available to assist you throughout this transition. Thank you for your partnership as we continue to optimize your conversational experiences.