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Additional Resources
Selective Skill-Based Conversation Transcript Masking
Introducing Engagement Controller Analytics on Report Center
Case management support
Copilot Rewrite overview
Microsoft 0365 OAuth 2.0 Enablement
Goal tracker report
IFT\EHT Use Cases
LLM Gateway
Social Messaging configuration guide
Ticket users & permissions
LivePerson Conversation Builder quick start
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What's New
What's new January 2025
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Previous What's New
What's New
What's new Q2 2024
March 2022
What's new November
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What's new August
What's New in June 2023
Introducing a new Navigation Menu and a new Design System
What's New Q1 2024
What's New 2023 Roundup
What's New in September 2023
What's New in August 2023
Q1 2023 in Review
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Deprecations
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Communications
Messaging Platform SDK
MCS Toolkit Deprecation
Legacy Custom Reports Deprecation
FAQs Update to Latest Mobile SDK
Realtime Dashboard deprecation
LP Insights deprecation
Node Agent SDK deprecation
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Trustworthy Generative AI
Trustworthy Generative AI for the enterprise
Get started with our solution
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EAI security checklist
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Getting started
The LivePerson Conversational Cloud
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Quick start guides
Web Messaging quick start
LivePerson Conversation Builder quick start
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Getting started with intents
Add the LivePerson tag to your website
Test your Web Messaging experience
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Web Messaging
Add Web Messaging to your website
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Proactive engagements for Web Messaging
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App Messaging
Add messaging to your mobile app
App Messaging FAQs
App Messaging capabilities
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Third Party Channels
Channels Overview
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WhatsApp Business
Channel overview
WhatsApp Business Messaging Setup Guide
Entry points
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WhatsApp Business
WhatsApp Quick Start
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Apple Messages for Business
Channel Overview
Apple Messages for Business Setup Guide
Apple Messages for Business Readiness
Entry points
Features
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SMS
SMS connector
Complying with SMS regulations
SMS best practices
Using SMS with Twilio
Twilio SMS Setup Guide
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Social Channels
Social Channels Overview
Facebook
Instagram
Twitter
Social Monitoring
Instagram Setup Guide
Email Connect
LINE
Viber
WeChat
KakaoTalk
Social Messaging user guide
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Business Initiated Messaging
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Connect to Messaging
Connect to App Messaging
Connect to Messaging overview
Connect to Messaging user guide
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Proactive Messaging
Proactive Messaging Agent Experience
Proactive Messaging for App Messaging
Proactive Messaging overview
Proactive Messaging user guide
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Rich Conversations
Rich Conversations overview
Rich Formatting overview
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Consumer to agent file sharing
Video messaging user guide
Audio messaging user guide
Photo sharing user guide
Agent file sharing overview
Quick replies user guide
Hyperlinks overview
Enabling/Disabling Structured Content Interactions for Guided Bot Conversations
Structured content for messaging user guide
Structured content for chat user guide
Structure Content Interactivity Controls
Engagement window widgets
Apple Messages for Business Forms
WhatsApp Product Messaging
CoBrowse for messaging
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Live Chat
Add live chat to your website
Displaying chat engagements
Step Up Authentication overview
Messaging Channels Capabilities Comparison
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Voice channel
Voice and video calls overview
Voice bots
Manage phone numbers
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Audio repository
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Tenfold
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Tenfold Info
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Tenfold Products
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Product Releases
Tenfold UI Release Notes
Tenfold Cloud Connect (TCC) Release Notes
Tenfold for Service Cloud Voice release notes
Cloud Connect Server
Tenfold Cloud Release Notes
Cloud Connect Server (CCS) release notes
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Tenfold Dashboard
Users
Company Settings
Features
Analytics [Tenfold]
Tenfold Dashboard Admin Guide
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Features
Dashboard overview and core features
@Mention
Advanced Click to Dial
Agent Auto Provision
Agent Goals
Agent Status
Assign Record Parent
Attached Data Configurator
Audit Logs
Cases and Opportunities in Tenfold
Contextual Matching
Create Record Buttons
Custom Resources (Related Modules)
Custom Search setup
Tenfold Info Tab (Custom Information Tab)
Desktop Notifications
Dispositions
Don’t Auto Log Calls
Follow-up Email Templates
High Velocity Sales (HVS)
Inbound Number (Campaign) Tracking
Launch an Online Meeting
Local Presence
Log unmatched calls to CRM
Modern Dispositions
Natural Language Processor
Notes Setup
Omni-Channel - Tenfold
Open Landing Page
Search Result Infosets
Single Sign-on (SSO)
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Single Sign-on (SSO)
Configure Tenfold to use Google as an identity provider
Configure Tenfold to use Okta as an identity provider utilizing SAML
Configure Tenfold to use Ping Identity as an identity provider
Set up an AD FS server and configure SSO
SSO with Azure AD
SSO with Salesforce
Single Sign-On (SSO) Tenfold SSL certificate update
Social Media Lookup
Sync Users Filtering
Send SMS
Talk Time
Configure Tenfold App Default Settings to use a Firebase proxy
Teams
Voice Link
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Advanced Workflow
Advanced Workflow reference
Use Launcher to create weblinks
Configure workflows using Manage Workflows
Example workflow: Open a URL from the CRM for no-match call events
Example workflow: Open the matching CRM record for single-match call events
Example workflow: Search the CRM for a matching record for multi-match call events
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Troubleshooting
Log in and out of Tenfold
Create a call sequence
Troubleshoot a missing user after synchronizing users
Tenfold Services IP Address/Domain Allow-list
Disable Google Chat calling
Click to Dial test reference
Clearing the Cache for the Tenfold App
Use OfficeServ to check for call activity with Samsung PBX
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CRM Integrations
Bullhorn (Non-embedded)
Microsoft Dynamics (Channel Integration Framework - CIF)
Oracle Netsuite
Outreach
Salesforce OpenCTI
ServiceNow (OpenFrame)
SugarCRM (Non-Embedded)
Zendesk
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Phone system (PBX) integrations
3CX/Yealink
Asterisk
Configure a multi-tenant Asterisk server to integrate with Tenfold
Avaya AES
Broadsoft
Cisco Finesse
Cisco UCM
Cisco UCM TCC integration guide
Webex Calling Phone System (PBX) Integration
Digium Switchvox
Genesys Pure Engage
Interaction Simulator
Mitel/Shoretel
Nextiva
Click to Dial extensions checklist for Nextiva
Yeastar
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Technical bulletins
Engineering bulletin: Potential issues with SFDC “Winter ‘22” release
Engineering Bulletin: Potential Issues with SFDC Enhanced Domain Feature
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Support information for partners and customers
Manage your Tenfold subscription with the Chargebee Billing Portal
Subscribe to the Tenfold Status page
Determine issue cause
Determine your Cloud Connect Client (CCC) version
Determine your Cloud Connect Server (CCS) version
Tenfold Status
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Additional Resources
Display Tenfold Analytics tab in Salesforce
Requirements for Tenfold for Service Cloud Voice
Tenfold Cloud Connect (TCC) v5.16.0 release notes
Tenfold Cloud Connect (TCC) v5.18.0 release notes
Tenfold Cloud Connect (TCC) v5.19.0 release notes
Tenfold Cloud Connect (TCC) v5.21.0 release notes
Tenfold Cloud Connect (TCC) v5.23.0 release notes
Tenfold Cloud Connect (TCC) v5.23.1 release notes
Tenfold Cloud Connect (TCC) v5.24.0 release notes
Tenfold Cloud Connect (TCC) v5.25.0 release notes
Tenfold Cloud Connect (TCC) v5.26.0 release notes
Tenfold Cloud Connect (TCC) v5.27.1 release notes
Tenfold Cloud Connect (TCC) v5.29.1 release notes
Tenfold Cloud v5.18.0 release notes
Tenfold Cloud v5.19.0 release notes
Tenfold Cloud v5.19.1 release notes
Tenfold Cloud v5.21.0 release notes
Tenfold Cloud v5.22.0 release notes
Tenfold Cloud v5.23.0 release notes
Tenfold Cloud v5.23.1 release notes
Tenfold Cloud v5.24.0 release notes
Tenfold Cloud v5.25.0 release notes
Tenfold Cloud v5.26.0 release notes
Tenfold for Service Cloud Voice overview
Tenfold UI Download Archive (v4.56.0 and earlier)
Tenfold UI v5.24.0 release notes
Tenfold UI v5.25.0 release notes
Troubleshoot Tenfold Cloud Connect (TCC)
Which Versions of Mitel/ShoreTel Are Supported?
Add dialing rules for Tenfold
Tenfold Analytics
Change a user’s password - Tenfold
Configure an ACI webhook to integrate with Tenfold
Configure Tenfold for Outreach
Configure the Tenfold integration for Bullhorn
Configure the Tenfold UI to autostart on Windows and Mac
Configure Yealink Deskphone with Tenfold
Connect Microsoft Dynamics to Tenfold
Connect SugarCRM with Tenfold
Connect Tenfold with Zendesk
Create a Tenfold Reporting Dashboard inside Salesforce.com (SFDC)
Implement Tenfold Click to Dial tags in a custom web app
Install and administer Cloud Connect Server v3.1
Install and update the Tenfold Chrome Extension (v4 Update) Floating UI
Install Omnichannel for Customer Service on MS Dynamics via Channel Integration Framework (CIF v2)
Install or upgrade Tenfold Cloud Connect (TCC) for Red Hat Linux
Install plugins for ServiceNow
Install Tenfold Cloud Connect (TCC) for Windows
Install the Tenfold App (v4.28.0+) on Mac OSX Catalina and later
Install the Tenfold Asterisk Binary Connector
Install the Tenfold Embedded Application for Zendesk
Install the Tenfold embedded UI on MS Dynamics via Channel Integration Framework (CIF v1)
Integrate Broadsoft with Tenfold
Integrate your Nextiva phone system with Tenfold Dashboard
Manually install Tenfold Chrome and Click to Dial Extensions
Match a phone number with CRM records in the Tenfold Desktop UI
Reassign calls in Tenfold Desktop UI
Refresh your Tenfold License
Uninstall Tenfold for ServiceNow
Set or reset your Tenfold Dashboard password
Set up Salesforce for Service Cloud Voice
Set up Tenfold Dashboard
Swap between calls in the Tenfold UI
Synchronize Salesforce fields with Tenfold
Tenfold Cloud Connect (TCC) hardware and network requirements
Tenfold for Bullhorn User Guide
Tenfold for Service Cloud Voice: architecture and data
Tenfold UI v5.16.0 release notes
Tenfold UI v5.18.0 release notes
Tenfold UI v5.19.0 release notes
Tenfold UI v5.19.1 release notes
Tenfold UI v5.21.0 release notes
Tenfold UI v5.22.0 release notes
Tenfold UI v5.23.0 release notes
Tenfold UI v5.23.1 release notes
Tenfold UI v5.26.0 release notes
Tenfold UI v5.27.0 release notes
Tenfold UI v5.27.1 release notes
Tenfold UI v5.27.2 release notes
Tenfold UI v5.29.1 release notes
Information Collection for Tickets
Troubleshoot Click to Dial
Troubleshoot Cloud Connect Server (CCS)
Troubleshoot the object Object error when connecting Tenfold and Dynamics
Troubleshoot the Tenfold Chrome Extension
Understand the one-to-one extension rule
Uninstall Tenfold bridge
Upgrade Tenfold Cloud Connect (TCC) for Windows
Use Click to Dial with Tenfold
Use notes in the Desktop Application
Use Tenfold Dashboard Advanced Options with SugarCRM
Use Tenfold for Outreach
Yeastar MyPBX Integration
Analytics - Additional Resources
Cloud Connect Client (CCC) v2.0.4 release notes
Cloud Connect Client (CCC) v2.0.5 release notes
Display Analytics on a big-screen TV
Microsoft Dynamics Integration Guide
MS Dynamics OAuth and Application User Creation
Other ServiceNow procedures
Supported and unsupported Asterisk versions
No call recordings when using Click to Dial for Asterisk
Supported versions of 3CX
TCC Failover Commands
TCC Metrics Retrieval Development Process
Add and Remove Admins
Assign User Extensions
Asterisk Integration Setup Guide
Avaya AES TCC integration guide
Authorize Tenfold Cloud to read call transcripts from Avaya Conversational Intelligence
Cannot connect to Asterisk-based phone system
Change your display language in the Desktop app
Cisco Finesse TCC integration guide
Cloud Connect Server (CCS) Hardware and Network Specifications
Cloud Connect Server (CCS) Integration Guide - v4.0.x
Tenfold Release Guide
Configure Analytics
Configure Click to Dial country codes
Configure Avaya Conversational Intelligence (ACI) real-time transcriptions for Tenfold for Service Cloud Voice
Configure Cisco Deskphone
Configure Company Settings
Configure failover for Cloud Connect Server (CCS)
Configure Polycom Deskphone
Configure the Voice Call record layout to show real-time transcription
Custom Interaction Dispositions
Disable SkypeOut in SugarCRM
Customize views in ServiceNow
Edit your profile
Download user information from Tenfold Dashboard
Enable Click to Dial for Nextiva Softphone
Enable Click to Dial for Nextiva Softphone
Enable Click to Dial on new Polycom firmware
Enable the phone calls list for a user in ServiceNow
Export the “All Calls” Analytics report
Find out how Tenfold logs Salesforce calls
Find the CRM id for a given ServiceNow entity (user, contact, phone call)
Find users' Nextiva device IDs
Genesys Pure Engage TCC integration guide
Install the embedded UI for Salesforce OpenCTI
Locate and adjust Company Settings: Advanced Settings under Phone System
Manually install Click to Dial and Chrome Extension (v4.28.0+)
Locate and adjust Company Settings: Advanced Settings under CRM
Manage users
Match a phone number with CRM records
Oracle NetSuite Integration Guide
Oracle NetSuite Tenfold Dashboard CRM setting
Resolve ServiceNow integration permission errors
Reassign a call in Call History
Resolve the issue when records won't open and CTDs show Disabled in Salesforce sandbox
Salesforce Integration Guide
Save notes to a contact record in NetSuite
Schedule Cloud Connect Server service restarts using Windows Task Scheduler
Search for and create a new record in Chrome Extension
ServiceNow Integration Guide
ServiceNow IT Service Management (ITSM) Integration Guide
Set up Click to Dial for Digium Switchvox
SSO unified login (Deprecated!)
SugarCRM integration guide
Troubleshoot Omnichannel
Unassign a phone number from a CRM record
Understand the Chrome Extension features
Understand the features in the Floating UI Legacy Chrome Extension
Update the Chrome Extension manually
Use Data Memorialization with Outreach
Cloud Connect Server (CCS) troubleshooting checklist
Tenfold UI v5.31.0 release notes
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Integrate your Contact Center
Introduction & Prerequisites
Transfer voicebot calls to contact center
Contact Center Setup
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Conversational AI & automations
What's conversational AI?
How bots work in our Conversational Cloud
The power of an intent-driven contact center
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Our solution
Overview
LivePerson Conversation Builder bots
Third-party bots
Post-conversation survey bots
Intent Manager
KnowledgeAI™ with Conversation Assist
Conversation Assist Overview
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Conversation Orchestrator
Conversation Orchestrator overview
Engagement Controller
Routing AI Agent
Get started
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Contact Center Management
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Messaging operations
Managing a contact center that messages
Routing logic overview
Agent survey for messaging
Configuring response times
Fallback configuration per skill
Static load balancing
Private Messages overview
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Automatic Messages
Automatic messages overview
Automatic messages configuration
Automatic Conversation Distribution
Automatic Message - Smart Control
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Queue management
Queue backlog management
Queue prioritization overview
Queue Clean Up Solution
Transfer to agent
Automatically unassign conversations from agents
Auto close for messaging conversations
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Dynamic Capacity
Dynamic Capacity overview
Dynamic Capacity per skill
Capacity management for manual SLA
Preparing agents to start a shift
Shift scheduler configuration guide
Working hours management best practices
Benchmarks to measure messaging success
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Live chat operations
Queue prioritization for live chat
Moving from chat to messaging
Automatic Conversation Distribution
Automatic messages
Agent groups workload distribution
Managing maximum wait times
Wrap-up time
Understanding the reason a chat ends
Surveys with live chat
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Campaigns
Campaigns overview
Campaign goals
Target audience
Time frame
Creating buttons and banners
Engagement window
Entry point
Behavioral targeting
Managing campaigns
Campaign settings
Campaign dashboard and data bar
Predictive Intelligent Targeting (PIT) Overview
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Conversation Rollover
Rollover overview
Account to Account Transfer / Manual Rollover
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Agent & Manager Workspace
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Agent Workspace for messaging
Overview
Configuration
Agent Workspace User Guide
Hotkeys
FAQs
Tutorial
Blended accounts
Conversational Commands
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Agent App
Agent app user guide
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Conversation Copilot
Conversation Copilot
Self service configuration for Conversation Summaries
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Copilot Rewrite
Copilot Rewrite overview
Copilot Rewrite configuration
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Manager Workspace for messaging
Introducing the new manager tools
Enhanced Manager Workspace user guide
All Conversations
Use cases
New agent manager experience
Tutorial
Hiring agents for messaging success
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Agent tools for live chat
Agent Workspace for live chat
Hotkeys
CoBrowse for live chat
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Manager tools for live chat
The all agents list
Web history
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Workspace Configuration
Configuring Agent Workspace Widgets
Salesforce integration guide
Multiple away states
Predefined content overview
Customizing Predefined Content
Managing predefined content via Campaign Builder
Importing predefined content
Predefined content best practices
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Data & reporting
Reporting metrics
WFM Reports
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Messaging
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Real time data
Real time data for messaging
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Messaging dashboards
Performance dashboard for messaging
Survey dashboard for messaging
Business dashboard for messaging
Agent activity dashboard
Bot performance dashboard for messaging
Messaging conversation segments
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Live chat
Real time data for chat
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Chat dashboards
Agent activity dashboard
Survey dashboard for live chat
Business dashboard and grid for live chat
Goal tracker report
Operational & staffing dashboard
Skills dashboard for live chat
How to export 100,000 chats into a dashboard
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Meaningful Conversation Score (MCS)
Meaningful Conversation Score (MCS) overview
Accessing the toolkit
Using the MCS Toolkit
Meaningful Automated Conversation Score (MACS)
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Engagement attributes
Data sources & engagement attributes overview
Conversation outcomes
Setting up engagement attributes
Information on your consumers' transactions
Multi currency
Identify viewed products
Attribution model
Sales Attribution on third-party channels
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Performance Optimizer
Performance Optimizer overview
Performance Optimizer user guide
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Analytics
Advanced messaging dashboard user guide
Data Transporter User Guide
Webhooks
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Insights
Getting started with Insights
Insights user guide
Creating dashboards
Creating new widgets
Filtering
Grouping attributes
Unsupervised NLU Model
Taxonomy guide
Insights FAQs
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APIs
Agent Activity API
Actual Handle Time (AHT) API - BETA
Net Handle Time (NHT) API - BETA
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Report Center
Report Center Overview
Managing Report Permissions
Report Center Enablement
Report Center User Guide
Introducing Bot Analytics on Report Center
Report Center Metrics and Dimensions
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Analytics Studio
Analytics Studio Overview
Getting Started with Analytics Studio
Categories & VBQL
Analytics Features
Conversation Search
Hello World
Customer Hosted Analytics Studio
Setup of customer hosting
Parquet data dictionary for customer hosting
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Generative Insights
Introducing Generative Insights
Generative Insights FAQs
Generative Insights User Guide
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Analytics Builder
Analytics Builder overview
Analytics Builder getting started
User guide (standard)
Analytics Builder user guide (customization)
Predefined dashboards
Analytics Builder FAQs
Data availability and latency
Analytics Builder permissions
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Marketplace Solutions
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Conversational Marketplace
Marketplace overview
Marketplace reporting
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Admin & settings
Management Console overview
Product renaming overview
Advanced security features
Create and manage users
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Skills & groups
Set the agent group hierarchy
Lines of business
Connect visitors to agents by skills
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Permissions
Profiles
Restricted LPA access
Set the time zone
Supported languages
System requirements
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Integration Hub (iHub)
iHub overview
Medallia user guide
Workflow user guide
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Salesforce Connector
Overview
Installation guide
Tenfold Setup
Configuration guide
Agent user guide
Agent FAQs
General FAQs
Salesforce Connector - UI Package Downloads
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Salesforce Widget for Agent Workspace
Salesforce Widget Overview
Salesforce Widget Installation guide
Salesforce Widget for Agent Workspace - Advanced configuration
LivePerson disaster recovery
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Security & regulations
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Security
Account security recommendations
Protecting customer data
Validate identity of consumers during conversations
IP masking
Configuring your firewall
IP address blocking
IP restriction
Whitelist your domains
Historic data masking
Image Profanity Filter overview
LivePerson support policy
Content Security Policy
SameSite Cookies Chrome 80
LivePerson Browser Cookies & Storage
HIPAA compliance
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Secure forms
Secure forms for messaging user guide
Secure forms for chat user guide
Secure Forms Studio Overview
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Advanced login
Advanced Login Introduction
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Multi-factor authentication
Multi-factor authentication overview
Multi-factor authentication user manual
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SSO
SAML SSO
OIDC SSO
Accessibility policy
Audit trail
Mutual TLS Self Service (mTLS)
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Developer tools
Open platform
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LivePerson Functions
Overview
Terms of use
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Messaging SDK
Messaging Platform SDK Overview
Messaging Platform SDK Update Policy
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Support
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How to contact support
How to contact Support
Live messaging
Open a ticket
Tenfold & VoiceBase support
Status page
Status Dashboard push notifications
Find your account number
Enable a user
Agent workspace
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Messaging
Set up and management
Consumer experience
Agent tools
Live chat
Bots
Case management support
HAR files web requests and web traffic
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FAQs
General
Agent tools
Data & Reporting
Login & password
FAQs Node Agent SDK
Surveys & Window
Click to Dial Application Extension
By
Sue
Last Updated:
Mar 26, 2025
Enable Click to Dial on new Polycom firmware
Implement Tenfold Click to Dial tags in a custom web app
Use Click to Dial with Tenfold
Troubleshoot Click to Dial
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