This is high-level overview of the process for transferring your LivePerson account (owner account) to another account (rollover account). This process, also known as a manual rollover, involves several configuration steps to ensure a smooth transition.
To ensure a successful account transfer, you must contact your dedicated LivePerson account manager. They possess in-depth knowledge of your account and can guide you through the entire process, addressing any technical questions you may have.
This guide serves as a starting point to familiarize yourself with the overall process.
Ensure that the Rollover (Handler) Account is Set up Appropriately
Same Shards:
Shards represent logical groupings of data within the system. For a seamless account transfer, both the owner and rollover accounts must reside within the same shards within LivePerson's infrastructure.
Step 1: Checking Shard Assignment:
- Universal Messaging Service (UMS):
- Navigate to the UMS dashboard.
- Enter the owner and rollover account IDs in the search bar.
- Locate the corresponding "shard" value for each account.
- Agent Matching:
- Access the Agent Matching dashboard.
- Enter each account ID in the search input at the top for each page and look for the corresponding “shard” entry – ensure they are the same for the owner and intended rollover accounts. If not, then a SNOW (ServiceNow) ticket must be opened to sync them up.
You must reach out to your LivePerson Account manager to open a SNOW ticket.
Step 2: Ensure that the Owner Account is Set up Appropriately
- Same shards (same as in Step 1)
- Your LivePerson Account Manager configures and checks backend settings.
While this guide outlines the general steps involved, the specific configuration details and access to certain features may vary depending on your account setup.