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A. Authenticated Web Messaging
Authorization is one of the most important aspects in modern applications. The issue of integrity, security and safety of personal data is one of the key issues in the development of almost any modern software. Follow these streamlined steps for OAuth 2.0 deployment: Set up your IDP server using the provided document.…
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Automate Your Top Intents & Target Top Drivers of Contact Center Volume
In this stage, you will automate your Top 10 Customer Care Intents and add one API integration to target and automate driver of your contact center volume (e.g. where is my order?) Along each stage of the Conversational Growth Paths, we'll help you prepare for and execute the work necessary to achieve your full potential…
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B. IVR Deflection to SMS
This guide walks you through configuring LivePerson's Connect to Messaging (C2M) to deflect incoming calls to SMS conversations. The first step is to set up Connect to Messaging (C2M) within your LivePerson account. This powerful API facilitates communication deflection to various channels, including SMS. LivePerson…
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B. Reports to Use to Measure Your Key Performance Indicators
Content to come… You have now completed this stage. Click here to discover where to go next.
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C. IVR Deflection to WhatsApp
LivePerson's Conversational Cloud platform offers a powerful feature called Connect to Messaging (C2M) that allows brands to deflect calls from their Interactive Voice Response (IVR) systems to messaging channels like WhatsApp. Setup Connect to Messaging (C2M) Connect to Messaging is an IVR deflection solution that lets…
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D. QR Codes
A QR code is a type of barcode that communicates information when scanned such as links, contact information, and text messages. Customers can scan and read a QR code on their phone by holding up their camera app to the code. Businesses can embed the Messages for Business Conversation URL in the QR code to offer Rich…
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Define your 1st Automation User Journey
Start with the intent Understand your users, then define your high level conversational journey. Consider the best channel(s) and integrations needed for automation. Key questions to ask: Have you analyzed data to uncover reasons for contact, and highest opportunities for automation? How will your automated experience…
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Designing for Web, SMS, Apple Messages for Business & other channels
Always utilize the channel’s native UI and rich content Leverage buttons, structured content, quick replies, and other Rich UI elements that are available. These vary by channel. Pay attention to limitations for different UI Elements. For example, Quick Replies for Web must be 25 characters max. Quick Replies for Apple…
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Ops considerations for CGP Stage 2
Ops considerations for CGP Stage 2 should align to these best practices, in tandem with expectations set in CGP Stage 1: The Customer Experience demonstrates customers are continuously being educated on how messaging works and are fast adopting messaging as their channel of choice. Additional platform features will help…
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Tips for FAQ bots & KB management
Knowledge Base (KB) articles provide a good way to add simple text content to answer customer questions without needing a developer to build a full flow within a bot. They are best used when there is a straightforward answer to a customer’s question, as opposed to guided flows which may require asking the customer…