Knowledge Center

Web Messaging
3CX/Yealink
Account security recommendations
Add Web Messaging to your website
Add live chat to your website
Add messaging to your mobile app
Advanced Login Introduction
Advanced Workflow reference
Advanced messaging dashboard user guide
Agent Activity API
Agent Workspace for live chat
Agent Workspace for messaging
Agent activity dashboard
Agent app user guide
Analytics Builder overview
Analytics Studio Overview
Automatic messages overview
Bullhorn (Non-embedded)
Campaigns overview
Channel Overview
Channel overview
Channels Overview
Chrome Extension Application/UI
Configure Tenfold to use Google as an identity provider
Configuring Agent Workspace Widgets
Connect to App Messaging
Connect to Messaging
Conversation Copilot
Conversation Orchestrator overview
Conversational Marketplace
Dashboard overview and core features
Data sources & engagement attributes overview
Deprecations
Deprecations
Display Tenfold Analytics tab in Salesforce
Dynamic Capacity overview
Engineering bulletin: Potential issues with SFDC “Winter ‘22” release
General
Getting started with Insights
Glossary
How to contact Support
How to contact support
Introducing Generative Insights
Introducing the new manager tools
Introduction & Prerequisites
Knowledge Center
Knowledge Center
Log in and out of Tenfold
Manage your Tenfold subscription with the Chargebee Billing Portal
Management Console overview
Managing a contact center that messages
Marketplace overview
Meaningful Conversation Score (MCS) overview
Messaging Platform SDK
Messaging Platform SDK Overview
Messaging operations
Multi-factor authentication overview
Open platform
Overview
Overview
Overview
Overview
Performance Optimizer overview
Performance dashboard for messaging
Proactive Messaging Agent Experience
Profiles
Queue backlog management
Queue prioritization for live chat
Real time data
Real time data for chat
Real time data for messaging
Release Notes
Report Center Overview
Reporting metrics
Rich Conversations overview
Rollover overview
SAML SSO
SMS connector
Salesforce Widget Overview
Secure forms for messaging user guide
Security
Selective Skill-Based Conversation Transcript Masking
Set the agent group hierarchy
Set up and management
Social Channels Overview
Tenfold Info
Tenfold UI Release Notes
The LivePerson Conversational Cloud
The all agents list
Trustworthy Generative AI for the enterprise
Users
Video messaging user guide
Voice and video calls overview
Web Messaging quick start
Week of April 8th 2025
Week of Dec 6th 2023
Week of November 27th 2024
What's New
What's conversational AI?
What's new January 2025
iHub overview
Live chat operations
2025
@Mention
Accessing the toolkit
Account to Account Transfer / Manual Rollover
Actual Handle Time (AHT) API - BETA
Agent App
Agent tools
Analytics Builder getting started
App Messaging
App Messaging FAQs
Apple Messages for Business Setup Guide
Asterisk
Audio messaging user guide
Authenticated Web Messaging
Automatic messages configuration
Campaign goals
Chat dashboards
Click to Dial Application Extension
Communications
Company Settings
Complying with SMS regulations
Configuration
Configure Tenfold to use Okta as an identity provider utilizing SAML
Connect to Messaging overview
Consumer experience
Conversation outcomes
Copilot Rewrite Overview
Create a call sequence
Data Transporter User Guide
Displaying chat engagements
Dynamic Capacity per skill
Engagement Controller
Engineering Bulletin: Potential Issues with SFDC Enhanced Domain Feature
Enhanced Manager Workspace user guide
Facebook
Generative Insights FAQs
Get started with our solution
Getting Started with Analytics Studio
Hotkeys
How bots work in our Conversational Cloud
Insights user guide
Installation guide
Introducing Engagement Controller Analytics on Report Center
Lines of business
Live messaging
LivePerson Conversation Builder bots
LivePerson Conversation Builder quick start
LivePerson Functions
LivePerson support policy
MCS Toolkit Deprecation
Managing Report Permissions
Marketplace reporting
Medallia user guide
Messaging Platform SDK Update Policy
Messaging dashboards
Microsoft Dynamics (Channel Integration Framework - CIF)
Moving from chat to messaging
Multi-factor authentication
Multi-factor authentication user manual
OIDC SSO
Performance Optimizer user guide
Previous What's New
Proactive Messaging
Proactive Messaging for App Messaging
Product releases
Product renaming overview
Protecting customer data
Queue prioritization overview
Quick start guides
Release Notes
Restricted LPA access
Rich Formatting overview
Routing logic overview
Salesforce Widget Installation guide
Salesforce integration guide
Secure forms for chat user guide
Status Dashboard push notifications
Subscribe to the Tenfold Status page
Survey dashboard for live chat
Survey dashboard for messaging
Tenfold Cloud Connect (TCC) Release Notes
Tenfold Products
Terms of use
Transfer voicebot calls to contact center
Use Launcher to create weblinks
Voice bots
WFM Reports
Web history
Week of March 26 2025
Week of November 15th 2023
Week of November 20th 2024
What's new Q2 2024
WhatsApp Business
WhatsApp Business Messaging Setup Guide
2024
Advanced Click to Dial
Advanced security features
Agent Workspace User Guide
Agent survey for messaging
Agent tools
All Conversations
App Messaging capabilities
Apple Messages for Business
Apple Messages for Business Readiness
Automatic Conversation Distribution
Automatic Conversation Distribution
Bring your own LLM
Business dashboard and grid for live chat
Business dashboard for messaging
Campaigns
Capacity management for manual SLA
Case management support
Categories & VBQL
CoBrowse for live chat
Configure Tenfold to use Ping Identity as an identity provider
Configure a multi-tenant Asterisk server to integrate with Tenfold
Configure workflows using Manage Workflows
Connect to Messaging user guide
Connect visitors to agents by skills
Consumer to agent file sharing
Contact Center Setup
Content Security Policy
Conversation Copilot
Creating dashboards
Data & Reporting
Desktop Application/UI
Determine issue cause
Entry points
Features
Find your account number
Generative Insights User Guide
Getting started with messaging
How to export 100,000 chats into a dashboard
Instagram
Legacy Custom Reports Deprecation
Manage phone numbers
March 2022
Messaging
Messaging SDK
Messaging conversation segments
Multiple away states
Net Handle Time (NHT) API - BETA
Open a ticket
Oracle Netsuite
Photo sharing user guide
Proactive Messaging overview
Proactive engagements for Web Messaging
Queue Clean Up Solution
Report Center Enablement
SMS best practices
SSO
Salesforce Widget for Agent Workspace - Advanced configuration
Secure Forms Studio Overview
Self service configuration for Conversation Summaries
Setting up engagement attributes
Target audience
Tenfold Dashboard
Tenfold Setup
Tenfold for Service Cloud Voice release notes
The power of an intent-driven contact center
Third Party Channels
Third-party bots
Troubleshoot a missing user after synchronizing users
User guide (standard)
Using the MCS Toolkit
Validate identity of consumers during conversations
Webhooks
Week of March 19th 2025
Week of November 6th 2024
Week of November 8th 2023
What's New
Workflow user guide
2023
Agent Auto Provision
Agent activity dashboard
Agent file sharing overview
Analytics Builder user guide (customization)
Analytics Features
Analytics [Tenfold]
Announcements
Automatic Message - Smart Control
Automatic messages
Avaya AES
Business Initiated Messaging
CRM Integrations
Cloud Connect Server
Configuration guide
Configuring response times
Conversation Rollover
Copilot Rewrite overview
Create and manage users
Creating new widgets
Determine your Cloud Connect Client (CCC) version
EAI security checklist
Enable a user
Entry points
Example workflow: Open a URL from the CRM for no-match call events
FAQs Update to Latest Mobile SDK
Features
Getting started with live chat
Goal tracker report
Hotkeys
IP masking
Information on your consumers' transactions
Live chat
Login & password
Manager Workspace for messaging
Our solution
Outreach
Post-conversation survey bots
Predefined content overview
Proactive Messaging user guide
Report Center User Guide
SMS
Salesforce Connector
SameSite Cookies Chrome 80
Self service configuration for Rewrite
Set up an AD FS server and configure SSO
Tenfold & VoiceBase support
Tenfold Cloud Connect
Tenfold Services IP Address/Domain Allow-list
Time frame
Twitter
Use cases
Using SMS with Twilio
Voice settings
Week of March 5th 2025
Week of October 29th 2024
Week of October 31st 2023
What's new November
Agent tools for live chat
Additional Resources
Agent Goals
Agent groups workload distribution
Agent user guide
Agent workspace
Audio repository
Bot performance dashboard for messaging
Broadsoft
Configuring your firewall
Conversation Search
Creating buttons and banners
Customizing Predefined Content
Determine your Cloud Connect Server (CCS) version
Disable Google Chat calling
Example workflow: Open the matching CRM record for single-match call events
FAQs
FAQs
FAQs Node Agent SDK
Fallback configuration per skill
Features
Filtering
Get started
Getting started with bots
Intent Manager
Introducing Bot Analytics on Report Center
LivePerson Browser Cookies & Storage
Meaningful Conversation Score (MCS)
Microsoft 0365 OAuth 2.0 Enablement
Multi currency
New agent manager experience
Operational & staffing dashboard
Phone system (PBX) integrations
Predefined dashboards
Quick replies user guide
Realtime Dashboard deprecation
Rich Conversations
SSO with Azure AD
Salesforce OpenCTI
Salesforce Widget for Agent Workspace
Skills & groups
Social Channels
Social Monitoring
Status page
Tenfold Cloud Release Notes
Tenfold Dashboard Admin Guide
Tenfold for Service Cloud Voice
Trustworthy Generative AI
Twilio SMS Setup Guide
Week of Feb 26th 2025
Week of October 25th 2023
Week of September 25th 2024
What's new October
Manager tools for live chat
Agent FAQs
Agent Status
Analytics Builder FAQs
Cisco Finesse
Click to Dial test reference
Cloud Connect Server (CCS) release notes
CoBrowse for messaging
Email Connect
Engagement window
Example workflow: Search the CRM for a matching record for multi-match call events
Features
Getting started
Getting started with Proactive Messaging
Goal tracker report
Grouping attributes
HIPAA compliance
Hello World
Hyperlinks overview
IP address blocking
Identify viewed products
Instagram Setup Guide
KnowledgeAI™ with Conversation Assist
LP Insights deprecation
LivePerson Connector for Salesforce - Overview
Managing maximum wait times
Managing predefined content via Campaign Builder
Meaningful Automated Conversation Score (MACS)
Messaging
Permissions
Report Center Metrics and Dimensions
SSO with Salesforce
ServiceNow (OpenFrame)
Skills dashboard for live chat
Static load balancing
Surveys & Window
Technical bulletins
Tutorial
Tutorial
Voice bot analytics
Week of Feb 12th 2025
Week of October 18th 2023
Week of September 18th 2024
What's new September
WhatsApp Business
Workspace Configuration
Assign Record Parent
Attribution model
Blended accounts
Cisco UCM
Clearing the Cache for the Tenfold App
Conversation Assist Overview
Customer Hosted Analytics Studio
Data availability and latency
Enabling/Disabling Structured Content Interactions for Guided Bot Conversations
Engagement attributes
Entry point
General FAQs
Getting started with intents
Hiring agents for messaging success
IFT\EHT Use Cases
IP restriction
Importing predefined content
LINE
Live Chat
Live chat
Messaging channels
Node Agent SDK deprecation
Private Messages overview
Product Releases
Secure forms
Set the time zone
Single Sign-On (SSO) Tenfold SSL certificate update
SugarCRM (Non-Embedded)
Support information for partners and customers
Tenfold
Troubleshooting
Unsupervised NLU Model
Week of Feb 4th 2025
Week of October 11th 2023
Week of September 11th 2024
What's new August
WhatsApp Quick Start
Wrap-up time
Automatic Messages
Add the LivePerson tag to your website
Advanced login
Analytics Builder permissions
Attached Data Configurator
Behavioral targeting
Bots
Cisco UCM TCC integration guide
Conversation Orchestrator
Conversational Commands
Integrate your Contact Center
LLM Gateway
Performance Optimizer
Predefined content best practices
Sales Attribution on third-party channels
Salesforce Connector - UI Package Downloads
Setup of customer hosting
Step Up Authentication overview
Structured content for messaging user guide
Supported languages
Taxonomy guide
Tenfold Status
Understanding the reason a chat ends
Use OfficeServ to check for call activity with Samsung PBX
Viber
Voice channel
Week of August 28th 2024
Week of Jan 29th 2025
Week of October 4th 2023
What's New in June 2023
Whitelist your domains
Zendesk
Queue management
AI Annotator
Accessibility policy
Additional Resources
Analytics
Audit Logs
Case management support
Conversational AI & automations
Historic data masking
Insights FAQs
Introducing a new Navigation Menu and a new Design System
Managing campaigns
Parquet data dictionary for customer hosting
Social Messaging configuration guide
Structured content for chat user guide
Surveys with live chat
System requirements
Test your Web Messaging experience
WeChat
Webex Calling Phone System (PBX) Integration
Week of August 21st 2024
Week of Jan 15th 2025
Week of September 27th 2023
Audit trail
Campaign settings
Cases and Opportunities in Tenfold
Contact Center Management
Digium Switchvox
HAR files web requests and web traffic
Image Profanity Filter overview
Insights
Integration Hub (iHub)
KakaoTalk
Routing AI Agent
Structure Content Interactivity Controls
Ticket users & permissions
Transfer to agent
Week of August 14th 2024
Week of Jan 22nd 2025
Week of September 20th 2023
What's New Q1 2024
APIs
Agent & Manager Workspace
Automatically unassign conversations from agents
Campaign dashboard and data bar
Contextual Matching
Engagement window widgets
Genesys Pure Engage
LivePerson Conversation Builder quick start
LivePerson disaster recovery
Mutual TLS Self Service (mTLS)
Social Messaging user guide
Week of August 7th 2024
Week of September 13th 2023
What's New 2023 Roundup
Apple Messages for Business Forms
Auto close for messaging conversations
Create Record Buttons
Data & reporting
Interaction Simulator
Predictive Intelligent Targeting (PIT) Overview
Report Center
Week of July 24th 2024
Week of September 6th 2023
What's New in September 2023
Dynamic Capacity
Analytics Studio
Custom Resources (Related Modules)
Marketplace Solutions
Mitel/Shoretel
Week of August 30th 2023
Week of July 17th 2024
What's New in August 2023
WhatsApp Product Messaging
Admin & settings
Custom Search setup
Generative Insights
Nextiva
Preparing agents to start a shift
Q1 2023 in Review
Week of August 23rd 2023
Week of July 10th 2024
Analytics Builder
Click to Dial extensions checklist for Nextiva
Security & regulations
Shift scheduler configuration guide
Tenfold Info Tab (Custom Information Tab)
Week of August 16th 2023
Week of June 27th 2024
Desktop Notifications
Developer tools
Week of August 9th 2023
Week of June 18th 2024
Working hours management best practices
Yeastar
Benchmarks to measure messaging success
Dispositions
Support
Week of August 2nd 2023
Week of June 5th 2024
Don’t Auto Log Calls
FAQs
Week of July 26th 2023
Week of May 15th 2024
Follow-up Email Templates
Week of July 19th 2023
Week of May 1st 2024
High Velocity Sales (HVS)
Week of April 24th 2024
Week of July 12th 2023
Inbound Number (Campaign) Tracking
Week of April 17th 2024
Week of July 5th 2023
Launch an Online Meeting
Week of April 10th 2024
Week of June 28th 2023
Local Presence
Week of April 2nd 2024
Week of June 21st 2023
Log unmatched calls to CRM
Week of June 14th 2023
Week of March 27th 2024
Modern Dispositions
Week of June 7th 2023
Week of March 20th 2024
Natural Language Processor
Week of March 6th 2024
Week of May 24th 2023
Notes Setup
Week of Feb 21st 2024
Week of May 10th 2023
Omni-Channel - Tenfold
Troubleshoot Tenfold Cloud Connect (TCC)
Week of Feb 28th 2024
Week of May 3rd 2023
Open Landing Page
Week of April 3rd 2023
Week of Feb 14th 2024
Which Versions of Mitel/ShoreTel Are Supported?
Add dialing rules for Tenfold
Search Result Infosets
Week of Feb 7th 2024
Week of March 17th 2023
Single Sign-on (SSO)
Tenfold Analytics
Week of Jan 24th 2024
Week of March 15th 2023
Change a user’s password - Tenfold
Single Sign-on (SSO)
Week of Jan 18th 2024
Week of March 1st 2023
Configure an ACI webhook to integrate with Tenfold
Social Media Lookup
Week of February 22nd 2023
Configure Tenfold for Outreach
Sync Users Filtering
Week of February 15th 2023
Configure the Tenfold integration for Bullhorn
Send SMS
Week of February 8th 2023
Configure the Tenfold UI to autostart on Windows and Mac
Talk Time
Week of February 1st 2023
Configure Tenfold App Default Settings to use a Firebase proxy
Configure Yealink Deskphone with Tenfold
Week of January 25th 2023
Connect Microsoft Dynamics to Tenfold
Teams
Week of January 5th 2023
Connect SugarCRM with Tenfold
Voice Link
Week of December 14 2022
Advanced Workflow
Connect Tenfold with Zendesk
Week of December 7 2022
Create a Tenfold Reporting Dashboard inside Salesforce.com (SFDC)
Week of November 30 2022
Implement Tenfold Click to Dial tags in a custom web app
Week of November 23 2022
Install and administer Cloud Connect Server v3.1
Week of November 16 2022
Install and update the Tenfold Chrome Extension (v4 Update) Floating UI
Week of November 9 2022
Install Omnichannel for Customer Service on MS Dynamics via Channel Integration Framework (CIF v2)
Week of November 2 2022
Install or upgrade Tenfold Cloud Connect (TCC) for Red Hat Linux
Week of October 27 2022
Install plugins for ServiceNow
Week of October 19 2022
Install Tenfold Cloud Connect (TCC) for Windows
Week of October 12 2022
Install the Tenfold App (v4.28.0+) on Mac OSX Catalina and later
Week of September 28 2022
Install the Tenfold Asterisk Binary Connector
Week of September 22 2022
Install the Tenfold Embedded Application for Zendesk
Week of September 15 2022
Install the Tenfold embedded UI on MS Dynamics via Channel Integration Framework (CIF v1)
Week of September 8 2022
Integrate Broadsoft with Tenfold
Week of August 24 2022
Integrate your Nextiva phone system with Tenfold Dashboard
Week of August 3 2022
Manually install Tenfold Chrome and Click to Dial Extensions
Week of July 27 2022
Match a phone number with CRM records in the Tenfold Desktop UI
Week of July 20 2022
Reassign calls in Tenfold Desktop UI
Week of July 13 2022
Refresh your Tenfold License
Week of July 6 2022
Uninstall Tenfold for ServiceNow
Week of June 29 2022
Week of June 22 2022
Set or reset your Tenfold Dashboard password
Week of June 8 2022
Set up Salesforce for Service Cloud Voice
Week of June 1st 2022
Set up Tenfold Dashboard
Week of May 18 2022
Swap between calls in the Tenfold UI
Week of May 11 2022
Synchronize Salesforce fields with Tenfold
Week of April 27 2022
Tenfold Cloud Connect (TCC) hardware and network requirements
Week of April 20 2022
Tenfold for Bullhorn User Guide
Week of April 13 2022
Tenfold for Service Cloud Voice: architecture and data
Week of April 6 2022
Tenfold UI v5.16.0 release notes
Week of March 23 2022
Tenfold UI v5.18.0 release notes
Week of March 30 2022
Tenfold UI v5.19.0 release notes
Week of March 17th 2022
Tenfold UI v5.19.1 release notes
Week of March 16 2022
Tenfold UI v5.21.0 release notes
Week of March 9 2022
Tenfold UI v5.22.0 release notes
Week of March 2nd 2022
Tenfold UI v5.23.0 release notes
Week of February 23rd 2022
Tenfold UI v5.23.1 release notes
Week of February 16th 2022
Tenfold UI v5.26.0 release notes
Week of February 9th 2022
Tenfold UI v5.27.0 release notes
Week of January 12th 2022
Tenfold UI v5.27.1 release notes
Week of November 3rd 2021
Tenfold UI v5.27.2 release notes
Week of November 10th 2021
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

Company Settings

Configure Cisco Deskphone
Configure Polycom Deskphone
Configure Company Settings
Configure Click to Dial country codes
Locate and adjust Company Settings: Advanced Settings under Phone System
Locate and adjust Company Settings: Advanced Settings under CRM