Configuring your Firewall for the LiveEngage Workspace

November 6, 2018
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  This article provides the IP ranges and certificate provider configuration which must be whitelisted in your firewall in order to enable the full functionality of the LiveEngage Workspace. IP Ranges for your Firewall Whitelist LiveEngage communicates with LivePerson’s servers via ports 80 and 443. Your firewall and other hardware/software protection should be configured to… Read More

How to change the email address for scheduled reports

May 30, 2018
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  If you’d like to change the email where you receive Report Builder scheduled reports, please chat with LivePerson Support 24/7. There is currently no way to change the email in the LiveEngage interface.

Why don’t some agents see the Conversation summary widget?

April 23, 2018
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Problem: Some agents don’t see the Conversation summary widget in their workspace. Cause: The Conversation summary widget is configured via Engagement Attributes on the Skill level. The account had set their Visitor Journey engagement attribute to track Lead information for agents with certain skills. The agents who did not see the Conversation summary widget were… Read More

LiveEngage Cookies and the Secure flag

April 15, 2018
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  LiveEngage cookies are not marked with the secure flag for the following reasons: LiveEngage cookies do not contain sensitive information. They are used for monitoring websites only – not for authentication. Secure cookies must be stored in https. LiveEngage cookies support both http and https as we monitor client web pages which can be… Read More

How to add links to predefined content

April 15, 2018
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  To add links to predefined content, use the HTML tag for hyperlinks. For example: <a href=”www.liveperson.com”>This is the link to our site</a> Generally HTML elements can be integrated into Predefined Content entries. Chat – visitors will receive the content with the HTML formatting.

How to set up a Twilio SMS connector

April 15, 2018
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  For instructions see How to set up a Twilio SMS connector in the LiveEngage connection area.

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.  

Control Group Q&As

March 28, 2018
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  What are control groups and how do they work? A control group is a random number of visitors to your website who do not receive any type of engagement from a LiveEngage campaign.The activity of these visitors in the control group, for example, sales purchased and defined goals reached, is then compared to the… Read More

Adding an agent’s photo to the engagement window

March 28, 2018
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You configure the agent picture on the User’s tab. To add an agent’s photo to the engagement window: In LiveEngage, go to the Users tab. Click the row with the agent’s name. The Edit user window opens. In the Picture URL field, add the URL of the agent’s personal picture (must be in https format). Click… Read More

Bot stopped responding to ongoing chats after a server restart

February 13, 2018
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After a server restart, our bot  did not respond to ongoing chats that had begun before the restart. This should not be happening because chat bots are not logged out when there’s a server restart – our back-end servers keep the bot sessions “alive”. The reason this happened: After the restart the Bot didn’t continue… Read More