Password Reset FAQs

November 21, 2018
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1. Why am I getting a “Process failed” error when I try to reset my password?  If your user is disabled, you will get a “Process failed” error when trying to reset your password. Before you can reset your password, your user must be re-enabled. For more information on enabling users, see What do you… Read More

What do you do if you’re unable to login?

November 15, 2018
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  If you can’t login and you’re getting a “Login failed” error, here are some tips to help you. Don’t try logging in multiple times. If you do so, your user may be disabled automatically. Non-admin users Before trying to log in again, verify that your CAPS LOCK is not on and that your keyboard… Read More

Why is my app returning “error.time.range.gt.31” from the Engagement History API?

July 18, 2018
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  Problem: My application returning the error “error.time.range.gt.31″ when using the LivePerson’s public example of using the Engagement History API with Python? Cause: The dates are not correct. You are using incorrect dates, or, are pulling data for too long a period of time. Solution: Try shortening the time period to one month or less.… Read More

Why can’t I log in to LiveEngage from Chrome?

July 16, 2018
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Problem: When I try to sign in to LiveEngage from Google Chrome I get an error message and I am not signed in. I’m able to sign in from other browsers. Cause: Your Chrome browser has an unsupported extension installed (Ghostery in this instance) that is known to block cookies and other functionality. Note: Unsupported… Read More

Why aren’t we receiving SMS messages in LiveEngage?

June 18, 2018
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Problem: We are not receiving SMS messages from some of our clients. This happens inconsistently and sometime we receive only parts of those messages from the clients. Cause: Not all LOCAL Twilio numbers (depends on country) support sending SMS messages. The ability of consumers to send SMS messages via these numbers will be partial at… Read More

Why don’t I get audio notifications for incoming conversations?

May 31, 2018
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  Issue: An agent is not getting audio notifications for incoming conversations. Possible Causes and Solutions: In the agent work space in LiveEngage audio notification is muted.  Go to your agent status bar and unmute sound, as shown in the image below. The agent’s browser is not set to “Play Sounds in Webpages”. The agent should… Read More

How to use Report Builder

May 31, 2018
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  LiveEngage Report Builder comes with a set of predefined dashboards which offer ready made reports. These predefined dashboards can be used out of the box, or manipulated to create customized reports which contain unique key performance indicators.  LivePerson administrators can schedule your reports to run at set times on a recurring basis and be delivered… Read More

Billing FAQs

May 7, 2018
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  1. How can I see my invoice? You can see your invoices on the My Account page under Invoice History. You will need your LiveEngage account number, and an admin username and password to access the page. 2. How can I pay an invoice? Pay the balance of your invoices on the My Account… Read More

The Web Visitors list

May 3, 2018
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  The Web Visitors list (Visitors tab > Web Visitors) displays the list of visitors who are currently monitored on your website. You can sort the list by various parameters, including the Skill assigned to the conversation, the visitor’s country, visit start time, and more. For a description of the columns, hover over a column… Read More

How to change the destination email for your account’s offline survey responses

April 15, 2018
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  The email address to which your visitors’ offline survey answers are sent is the email that was used to register your LiveEngage account. If you want to change where the offline survey emails are sent, contact your LivePerson Account Manager. If you do not have an Account Manager, chat with LivePerson Support.