➡️ 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.
Generative AI applications - 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:
EMEA and North America brands: Reminder of upcoming cutovers for aiStudio
As announced in our August 26, 2026 release note, the cutover of aiStudio flows to Gemini will occur as follows:
EMEA
- September 2, 2026, 8 p.m. British Standard Time: The freeze period begins. Refrain from making changes to existing flows and from creating new ones.
- September 3, 2026: Cutover of flows for all AI agents.
- September 4, 2026, 8 p.m. British Standard Time: The freeze period ends.
North America
- September 16, 2026, 7 a.m. Eastern Standard Time: The freeze period begins. Refrain from making changes to existing flows and from creating new ones.
- September 17, 2026: Cutover of flows for all AI agents.
- September 18, 2026, 7 a.m. Eastern Standard Time: The freeze period ends.
🚨 LivePerson recommends that if you haven't already migrated your custom flows, please do so before this cutover. For details on how to do this, please see this article in our Community Center.
North America brands: Reminder of upcoming cutover for Conversation Builder Routing AI agents
As announced in our August 26, 2026 release note, the cutover to Gemini of custom prompts in use by Conversation Builder Routing AI agents will occur on September 9, 2026:
➡️ 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.
Brands impacted by the cutover will be notified via LivePerson's Status Page portal. If you're not already subscribed to receive notifications, we recommend you do so at this link.
RCS for Business - Outbound messaging support
With this release, you can now proactively reach your customers on RCS for Business. With outbound (application-to-person) messaging, you're no longer limited to responding when a customer starts the conversation. You can initiate branded, media-rich conversations directly in the native messaging inbox on Android and iOS, with no app install required. Every message is sent from your verified Agent Profile, so customers see your brand name and logo rather than an anonymous number, building trust and driving higher engagement, click-through, and conversion than traditional SM.
Outbound RCS is available through two entry points, so you can choose the approach that fits your use case:
- Connect to Messaging (C2M): Trigger outbound RCS programmatically through an API handoff. The system checks each recipient's eligibility and resolves the channel on a priority basis, so an RCS-eligible device receives the rich RCS experience while ineligible devices automatically fall back to your next configured channel. This keeps your outreach reliable without requiring you to manage channel selection yourself.
- Proactive Messaging campaigns: Build and launch outbound campaigns through a guided flow: compose your message, define your recipient list, set a receiving window to control when customers are contacted, then preview and launch. You can personalize each message using variables or a CSV upload, and route customer replies to the skill of your choice.
Rich content: Across both entry points, send simple text, text with quick replies and suggested actions, standalone rich cards, and rich card carousels, combining media, text, and interactive buttons in a single message to guide customers toward their next step.
Analytics: Track the full delivery funnel (Attempted → Eligible → Sent → Delivered → Read), monitor delivery activity over time, and review failure reasons with linked error definitions, at both the account and individual-campaign level.
Agent Workspace: When a customer replies to an outbound message, the conversation opens in Agent Workspace routed to your configured skill and correctly identified as RCS, so your agents can pick up and continue the conversation seamlessly.
Proactive messaging and C2M - Reliability and performance updates
This update includes several reliability and performance fixes to improve your experience with Proactive Messaging and C2M:
Proactive messages to Spain now scheduled in mainland time
Previously, proactive messages to Spanish mobile numbers (+34) were always scheduled using the Canary Islands time zone (Atlantic/Canary), so messages to mainland recipients went out an hour ahead of the scheduled time. Proactive messages to +34 numbers are now scheduled using mainland Spain time (Europe/Madrid), so they are sent at the time that you set.
Approved WhatsApp templates appear immediately in Proactive
Previously, a WhatsApp template approved by Meta could take up to an hour to appear in the Proactive campaign builder because of a caching delay. Approved templates now appear as soon as Meta confirms approval.
Messages with variables are now sent on the Apple Messages for Business (Twilio) channel
Previously, sending a C2M message containing variables on the Apple (Twilio) (AMB via SMS) channel failed because of a validation check that shouldn't apply to this channel. Messages with variables are now sent correctly on this channel.
Dedicated in-app message for C2M now works as configured
When building a C2M handoff for the In-App channel, you can now show a different message in the app messaging window than in the push notification by unchecking "Same message inside app messaging window." Previously this setting was ignored, and the push text appeared in both places. The separate in-app message is now displayed as configured. (Behavior change: Previously, if you unchecked this option, you still saw the push text in-app. Now, you see the dedicated in-app text.)
Brand logo upload for AMB Outbound now validates file type
The brand logo for AMB Outbound handoffs supports PNG files only. Uploading an unsupported file previously failed with an error. The upload now validates the file type and accepts PNG only.