➡️ 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.
Syntrix v1.6 - Structured content support, agent performance "heat maps," and more
Release 1.6 makes Syntrix faster to set up and easier to manage day to day — from a new way to visualize agent performance to skill editing.
Major enhancements
Structured content support. Simulations now support multiple choice, quick reply, and button questions from LivePerson Conversation Builder bots. This means simulations can more closely reflect the real structure of your bot conversations, not just free-text exchanges.
Agent workspace in LivePerson Conversational Cloud:
Transcript view in Syntrix:
Agent Performance > Agent × Scenario heat map. A new heat map visualizes agent scores ("average goals met") across the scenarios in the simulation, using color and color intensity to give you the big picture at a glance. You can instantly spot which agents are strong or weak on which scenarios, making performance reviews and coaching decisions much faster.
➡️ The heat map is only supported for simulation reports created after release of Syntrix 1.5 (yes, 1.5); older reports continue to use a table view.
Archiving. Simulations can now be archived, which labels them "Archived" instead of "Active." Combined with the new filters, this lets you hide completed or outdated simulations from view without deleting them.
Manual skill management. Skills no longer have to be imported. You can now create and delete them directly, so small changes take seconds instead of a full re-import. Also, this view conveniently shows you which skills are in use by which scenarios.
Minor enhancements
Operator role. Accounts can now include both admins and operators (new!). Admins retain exclusive access to the Settings page — inviting users, and adding or managing contact centers and skills — while operators share all other permissions. This lets you delegate day-to-day simulation work without giving every user control over account-level settings.
Test connection for Genesys Cloud. If you're integrating with Genesys Cloud, a new Test connection button sends a real authentication request to verify your client ID and client secret. Invalid credentials mean simulations won't run — this button lets you confirm your setup before that becomes a problem.
Sorting and filtering. Simulations can now be sorted by status and start date/time, and filtered by state (active or archived), simulation type, status, and start date. This makes it much faster to find the simulation you're looking for.
Generative AI applications - Another update on our initiative to migrate to Google Gemini
This is another update on LivePerson's initiative to migrate to Google Gemini models for our Conversational Cloud products using Generative AI.
Recall that your primary source of information is this article in our Community Center.
Here's what's new:
North America brands: Reminder of upcoming cutover of prompts for Automated Conversation Summaries
As first announced in our June 24, 2026 release notes, this is a reminder about the upcoming cutover to Gemini for custom prompts for Automated Conversation Summaries. This cutover will be performed on July 26, 2026.
See our info on the general migration process, and learn more about cutover of custom prompts.
🚨 Call to action: We encourage you to perform a review of all of your custom prompts and manually migrate them to Gemini before this cutover.
All brands: Advanced notice about "catch all" cutovers
Soon LivePerson will perform a second cutover of custom prompts in order to "catch" and migrate all remaining prompts to Gemini. Learn important info about this cutover.
These cutovers will happen by model and by region, not by product. Additionally, the cutovers will be scheduled for dates of LivePerson's choosing. Impacted brands will be notified about cutover dates via LivePerson's Status Page portal.
🚨 Call to action: If you haven't yet fully migrated to Gemini, we encourage you to perform a review of all of your custom prompts and manually migrate them to Gemini before this cutover.