LiveEngage Release Notes: January 2018 Part 3 These release notes include new features in LiveEngage towards the end of January. Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication.

Note: The timing and scope of these features or functionalities remain at the sole discretion of LivePerson and are subject to change.

New Features

Category Name Relevant for messaging?

APIs and SDKs Audit Trail External API Yes

Personal Data Deletion API Yes

“Request customer data deletion via API” permission added to user permissions

Yes

Enhancements

Category Name Relevant for messaging?

Agent Workspace Skill selection for Web Messaging engagements

Yes

Campaigns: improved user interface Yes

Total number of items added to all libraries Yes

Predefined content export and import enhancements

Yes

'Unassigned' option added to filter on Users table

Yes

Removal of predefined content window preview

Yes

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Max no. of messaging conversations configuration on Users page

Yes

Bug fixes

Category Name Relevant for messaging?

Agent Workspace Bug fixes related to the Agent Workspace Yes

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New functionality

APIs and SDKs

Audit Trail - External API

The Audit Trail external API allows brands to extract an account’s audit trail records directly from the API, without needing to access LiveEngage. The API can also be used for integration with other systems. The Audit Trail API currently supports the following entities only (the same entities which are supported in LiveEngage today):

● Users ● LOBs ● Agent groups ● Skills ● Profiles

The full API documentation can be found on the Developer Community: Audit Trail - External API. How to get the App Key and Secret

1. Go to LiveEngage -> Campaigns -> Data sources -> API -> "+Add new". 2. Fill in the application name and developer name under step 1 (“Application details”). 3. Go to step 2 (“Select APIs”) -> Administration -> Audit Trail -> Mark the checkbox. 4. Hit “Save”.

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5. After pressing “Save”, the API key and secret will appear on the screen - they can be

used to access the API data.

Personal Data Deletion API (beta) The Personal Data Deletion API allows brands to comply with the European Union's Right to be Forgotten requirement (a part of the General Data Protection Regulation - GDPR). This API, released initially as a beta version, will permanently delete any personal data that the consumer requests to be deleted. Once the data has been deleted there is no way to restore it. This data can include full conversation transcripts, hosted files or links sent by the consumer, survey free text answers and consumer's PII (personally identifiable information). Data will be deleted within 30 days from the time of the request. Only closed conversations can be deleted.

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Please note: ● This API is being released initially as a beta product, meaning every brand wishing to

use it should must sign a beta agreement. If you would be interested in joining our beta program for this API, please contact your LivePerson account team.

● The full version of the API will be made available to all customers from May. ● There are a few data types that will not be deleted during the beta period:

○ For messaging only - messaging conversations are still stored in one of LivePerson’s messaging repositories. As a result, on entering a closed conversation from the “All Connections” tab to view the conversation in its full view, you will be able to see the entire transcript even after the deletion process.

○ Photo / file sharing data is not deleted. ○ Secure form data is not deleted.

For further information, please refer to our detailed API documentation on the Developer Community.

“Request customer data deletion via API” permission added to user permissions

The ability to access the “Personal Data Deletion” API via login authentication can now be configured for individual user profiles as part of the Profiles page on LiveEngage. Admins are able to enable or disable permission to access the API for specific users with the role of Agent Manager. The permission’s default state is off.

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Enhancements

Agent Workspace

Skill selection for Web Messaging engagements

While messaging customers were previously able to use LiveEngage to create a Web Messaging engagement, there was no option to define which skill the engagement will be routed to.

Image 1: Messaging settings do not include “Routing” section The addition of skill selection for Web Messaging engagements exposes the option to select a specific skill for each new/existing Web Messaging engagement. This enhancement will improve the messaging routing possibilities and the overall consumer experience.

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Image 2: Messaging settings with the new “Routing” section The following options are now available for messaging engagement routing:

1. “All skills” - The conversation will be routed to any available agent. 2. “Specific skill” - Choose a specific skill out of the skills defined on your LiveEngage

account. The conversation will be routed to an available agent who is assigned to the selected skill.

3. “System routing” - This option will only be displayed to customers with internal routing rules defined by their LivePerson account team. The conversation will be routed to an available agent according to the skill selection rules defined. Contact your LivePerson representative for additional details.

Please note: customers with existing Web Messaging engagements Customers with existing Web Messaging engagements only will need to login to their LiveEngage account and manually re-save all existing engagements together with the new routing field. This action will ensure that each engagement will be saved together with its desired routing behavior, and that the routing for all engagements will not change automatically if additional configuration is defined later on.

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Campaigns: improved user interface

A number of enhancements and improvements have been implemented across the entire Campaigns area in order to provide a better user experience. The changes are designed to support operations at scale, improving user productivity and efficiency when creating new campaigns and engagements. New engagements menu From now on, when clicking “+Add engagement” (under LiveEngage -> Campaigns -> Campaign page -> Add engagement), a new menu will display, allowing the user to choose the engagement type from the following options:

Note: the new engagement type menu will replace the engagement type dropdown that used to be located on the engagement gallery page.

Engagement types:

● Web engagement: Regular Web engagement (Chat/Messaging). ● Offsite engagement: Offsite engagements offer brands the opportunity to expand their

availability to consumers by providing chat from any location and through any media, including:

○ Social media ○ Email ○ Digital advertising ○ Print ○ TV ○ IVR ○ Other

● API engagement (formerly “External” engagement)

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New settings page (for all engagement types) A new “settings” page will replace the current settings wheel button on the engagement page. The settings page will become a standalone step in the studio:

The new settings page contains all the definitions that were previously available in the settings wheel button, and will display the relevant definition for each engagement, according to its type.

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New badge for engagement type (in all engagement steps) In order to make the engagement studio more user-friendly, a new badge indicating the engagement type (Web/Offsite/API) and the conversation type (Live Chat/Messaging) has been added. The badge will show the relevant information for all existing and new engagements. Badges examples:

Authentication - informative error Users attempting to set up an authenticated engagement without having defined an authentication server for their account will now see an informative error message, explaining what needs to be done in order to create the authenticated engagement. If the authentication was defined properly on the account, the message will not display.

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If there are any authentication issues, brands will not be able to create an authenticated engagement (the authentication server must be set up in the system first). Additional screenshots

Screenshot 1: The settings page for a new Web Messaging engagement, including the upper badge + authentication error example. The “Next” and “save” buttons are disabled due to the error.

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Screenshot 2: The settings page for a new Offsite engagement, including the upper badge.

Screenshot 3: The settings page for a new API Engagement, including the upper badge.

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Total number of items added to all libraries

LiveEngage libraries will now display the total number of items on each library page. The addition will affect the following libraries:

● Target audience library ● Visitor behavior library ● Locations library ● Windows library ● Goals library

Screenshot 1: Window library

Screenshot 2: Location library

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Predefined content export and import enhancements

The process of importing predefined content to LiveEngage using the .CSV file has been enhanced, as follows:

● The skills column, which used to be optional, is now mandatory. This means that when importing a predefined content item into your LiveEngage account, the “Skills” column must be included on the imported file. If it is not, an import error will be displayed and the process will fail.

● A new optional column has been added: “LOBs” (Lines Of Business). This column is only supported for accounts using predefined content filtering by LOB. The column is used to assign a Line Of Business to a predefined content item directly from the import process.

Screenshot 1: An exported predefined content file, with the new “LOBs” column.

'Unassigned' option added to filter on Users table

The skills filter on the users filter has been enhanced with the option to select users with an "unassigned" skill. When “unassigned” is selected, all users with no assigned skill will be displayed on the table.

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Screenshot 1: The new “Unassigned” filter

Screenshot 2: The users table filtered only to users with no skills assigned

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Removal of predefined content window preview

In order for the predefined content page to load more quickly and to make editing predefined content a more rapid process, the predefined content preview has been removed from LiveEngage.

Max no. of messaging conversations configuration on Users page

An enhancement to the way messaging brands configure the Max number of messaging conversations for their messaging agents has been added. When creating/editing a user with an Agent profile, the Max number of messaging conversations field will include 2 options:

● Account settings: gives the agent the account level value as configured through the User area footnote. By selecting this option, when changing the account level value it will change it for all agents configured with this option.

● Custom setting: gives the agent a specific value that will not be affected by any changes to the account level settings.

Note: ● All existing agents that are currently set with a value that is the same as the account

level value will be configured with the Account setting option. ● All existing agents that are currently set with a value that is different to the account level

value will be configured with the Custom setting option.

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Bug Fixes

Agent Workspace

Change the window recommended image size

In the Engagement Window Studio, the recommended window size has been optimized for conversations without scrollbars. When the scrollbar was added to the window, the available size was decreased, and the image was resized to fit accordingly. As a result, customers who uploaded images in the wrong size saw blurry images displayed on the window. The bug has been resolved, and the recommended size has been fixed to be 263x92 pixels, which is the available size for the image after the scrollbar was added to the conversation.

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Time and Date Format for Non-Latin Languages is different between Preview and Real-time

A discrepancy between the time and date format displayed to visitors and the format displayed in LiveEngage window preview was revealed, in non latin languages. The bug has been fixed, and the preview now displays the actual time and date format that will be displayed to visitors in runtime.

Screenshot 1: Before the fix - date format discrepancy

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Screenshot 2: After the fix - the date format is identical in both preview and runtime

Visitor behavior: 'Visited Location' options are not being fully displayed

Brands with a large volume of locations defined on their LiveEngage account were finding when defining a new visitor behavior of type “Visited location’ or ‘Time on location’, the locations list was cut off in the middle, with no option to see the full locations list. The bug has been fixed and the locations list is now fully displayed including a scrolling option.

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Screenshot 1: Dropdown is cut at the top, no option to scroll up

Screenshot 2: Dropdown is not cut, scroll is available

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Dummy visitor chat remains open on LiveEngage

In certain scenarios on LiveEngage, a dummy example chat would remain open on the screen on top of existing chats, when it should be closed automatically. The dummy example chat appears on LiveEngage once the user opens the Night Vision, in order to demonstrate a conversation screen. Once the night vision has been closed, the dummy example chat should close as well. The bug has now been fixed, and the dummy example chat is closed as soon as the night vision is closed by the user. This document, materials or presentation, whether offered online or presented in hard copy ("LivePerson Informational Tools") is for informational purposes only. LIVEPERSON, INC. PROVIDES THESE LIVEPERSON INFORMATIONAL TOOLS "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. The LivePerson Informational Tools contain LivePerson proprietary and confidential materials. No part of the LivePerson Informational Tools may be modified, altered, reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), without the prior written permission of LivePerson, Inc., except as otherwise permitted by law. Prior to publication, reasonable effort was made to validate this information. The LivePerson Information Tools may include technical inaccuracies or typographical errors. Actual savings or results achieved may be different from those outlined in the LivePerson Informational Tools. The recipient shall not alter or remove any part of this statement. Trademarks or service marks of LivePerson may not be used in any manner without LivePerson's express written consent. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies. LivePerson shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use or the inability to use the LivePerson Information Tools, including any information contained herein. © 2018 LivePerson, Inc. All rights reserved.

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