➡️ 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.
Apple Messages for Business channel - Compliance updates for iOS27
To ensure complete system readiness ahead of Apple's upcoming iOS 27 release, LivePerson has updated the Apple Messages for Business connector and platform validation rules to enforce Apple’s strict payload and formatting specifications. These updates protect message delivery and prevent service disruption across customer conversations.
Enhancements and platform updates
Rich Link image handling and fallback
- PNG Enforcement: All Rich Link preview images extracted via website
og:image metadata are now required to be in PNG format. - Size Cap: Images are validated against a strict size limit of 200 KB or less.
- Graceful Degradation: If a parsed page image is non-compliant or exceeds 200 KB, the connector will gracefully default to displaying the fallback preview image configured in your Channel Setup.
UI string length validation
- Enforces a strict maximum limit of 200 characters for all text rendered within the Messages UI.
- Applies across all structured message elements, including titles, subtitles, labels, button text, and hint text in Form Messages, List Pickers, and Time Pickers.
RFC 4122 UUID standard enforcements
- All
requestIdentifier parameters across List Picker, Quick Reply, Time Picker, Auth v2, Apple Pay, and Forms now strictly require standard RFC 4122 UUID formatting (e.g., 550e8400-e29b-41d4-a716-446655440000). - Automatic payload rejection will occur if forbidden characters (..
/, ", ') are detected in identifier strings.
Your call to action
- Rich Link Previews: Ensure website
og:image assets are formatted as PNGs and compressed to 200 KB or less. Non-compliant assets will cause the preview image to revert to the default fallback set in Channel Setup. - Custom Payload UI Text: Limit titles, subtitles, button labels, and hint text to 200 characters or fewer. Messages exceeding this limit will be rejected.
- Custom Payload Identifiers: Format
requestIdentifier strings as valid RFC 4122 UUIDs without restricted characters (../, ", '). Non-compliant identifiers will result in payload rejection upon dispatch.
WhatsApp channel - Privacy update - Business-scoped user ID (BSUID) and username support extension
Ahead of Meta’s global launch of WhatsApp Usernames on October 5, 2026, LivePerson will officially enable full platform support for Meta’s Business-Scoped User ID (BSUID) framework across all global regions on September 14, 2026.
As Meta transitions to a privacy-first model, WhatsApp consumers will soon have the option to communicate with businesses using a username, concealing their personal phone numbers. This release ensures your brand can seamlessly process incoming username-based interactions, preserve customer history where available, and capture contact information when operationally required.
Key capabilities & changes
- New Consumer Identifier Format: For consumers who interact without sharing a phone number, LivePerson generates a BSUID-based
consumerID in the format whatsapp_<account_id>_<BSUID> (up to 128 characters). - Automated Mapping Fallback: To protect customer history continuity, LivePerson’s background registry automatically linked BSUIDs to phone numbers for active users during our Phase 1 mapping window (April–July 2026. Returning mapped users retain their legacy phone-based
consumerID, keeping their conversation history intact within a single thread. - Phone Number Recovery Flow (Interactive Contact Request): If your brand requires a phone number for verification, CRM matching, or fulfillment, bots and agents can send Meta’s native
requestPhoneNumber interactive message. When the consumer taps Share, their verified phone number populates the phonenumber SDE in real time and persists it for future interactions. - Seamless Proactive & C2M Outbound: You can continue initiating outbound campaigns and Click-to-WhatsApp (C2M) messages using standard phone numbers. LivePerson automatically performs a "Dual-ID Check" to route proactive templates directly into active BSUID threads without creating duplicate conversations.
- Updated Shared Data Entries (SDEs):
IMEI (Personal Info): Always populated with the bare identifier value (either raw phone number or BSUID) to help bots detect the active thread type.phonenumber (Personal Info): Populates when known or explicitly shared via the interactive recovery flow.accountName: Displays the WhatsApp username (e.g., @Alex_Smith) when configured by the consumer.
Action checklist for technical teams
- Audit Bot Logic: Ensure bot scripts do not hardcode or strip phone numbers from
consumerID. Update bots to extract phone numbers directly from the phonenumber SDE. - Messaging Interactions API: If you filter API responses by
consumerID, update your queries to search both legacy phone-based and BSUID-based identifiers to pull complete customer histories. Unfiltered account-level pulls require no code changes. - CRM & Database Readiness: Confirm downstream CRMs and CDPs can ingest and store BSUID strings alongside existing phone fields.
➡️ For complete technical specifications, payload examples, and test plans, please review our updated guides in the Knowledge Center and Developer Center.