Secure Forms are a feature within LivePerson's Conversational Cloud platform designed to facilitate the secure collection of sensitive information from consumers during chat or messaging interactions.
To create and manage secure forms in LivePerson, you must contact LivePerson support or your LivePerson account manager. You can provide the necessary inputs and verify permissions as required for the forms. These are backend account features that must be enabled by your LivePerson contact.
Your representative must enable the following features:
- Secure Forms Features: These functionalities enhance security within the Secure Forms framework, ensuring safe exchange of sensitive data during chats.
- Conversational Cloud Features: Specific functionalities within LivePerson's cloud platform that further strengthen Secure Forms' security.
- Account Settings: Updates to meet PCI compliance standards, including password strength requirements, failed login attempts, and idle operator handling.
Once these are enabled, your LivePerson contact can proceed to creating the Secure Forms. They will guide you through a straightforward process that may involve:
- Defining secure form details: You'll collaborate with your representative to define the specifics of your Secure Forms. Here's where your input is valuable:
- Form purpose and content: Explain what information you need to collect from customers (e.g., credit card details, Social Security numbers).
- Question types and format: Decide how you want to ask for the information (e.g., multiple choice, text entry).
- Form presentation: Discuss how the form should appear to the customer (e.g., clear instructions, user-friendly interface).
- Setting security parameters: LivePerson will ensure appropriate security measures are in place for your Secure Forms. Here's what your representative will handle:
- Masking sensitive information: They'll configure the form to hide certain data as it's entered (e.g., credit card numbers).
- Off-the-record data handling: They'll set up secure storage for sensitive data or enable options for temporary storage that doesn't persist.
- Verifying user permissions: Your representative will confirm that the necessary permissions are enabled for your agents to utilize and access Secure Forms. They'll handle the technical aspects, but you might need to:
- Identify authorized agents: Specify which agents have permission to use Secure Forms in chats.
By contacting your LivePerson representative, you'll initiate a smooth and secure setup tailored to your specific needs. They'll handle the technical configurations, and you'll simply provide the necessary information to ensure the forms function as intended.