In SMS Messaging, how long does the CSAT question remain open?

September 27, 2018
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Question In SMS Messaging, how long does the CSAT survey question remain open while waiting for an answer from the consumer? Answer The CSAT question remains open until the customer responds. It will remain open indefinitely if the customer doesn’t respond.

Why isn’t CoBrowse / CoBrowse-for-Voice opening on the visitor side?

July 17, 2018
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  Problem: When agents initiate a CoBrowse session and visitors click Accept, the session does not launch. When agents initiate CoBrowse for Voice session and visitors enter the required code/service ID, nothing happens. Possible Cause: 3rd-party cookies are disabled. CoBrowse and CoBrowse-for-Voice require Third Party Cookies to initiate a session. Solution: Visitors should enable 3rd-party… Read More

Where is deleted user data visible and for how long?

July 17, 2018
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  Deleted user data is stored in LiveEngage and visible for 13 months following deletion. Deleted agents are displayed with a (deleted) indicator in the Open Connections, All Connections, Web History lists, and the Engagement history widget Filter by deleted agents is available in the Open Connections, All Connections, and Web History lists. In the… Read More

  Problem: Why doesn’t the CoBrowse invitation follow visitors when they navigate to a new page on our site? Cause: CoBrowse invitations do not follow visitors to other web pages although CoBrowse sessions DO follow visitors. If a customer accepts a CoBrowse invitation and then navigates to a new page, CoBrowse will follow the customer… Read More

LiveEngage Integrations

May 30, 2018
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  LiveEngage integrates with the following platforms and brands: CRM Integrations and Ticketing system NetSuite Sales Force Sugar CRM Zendesk Microsoft Dynamics FreshDesk (integration) FreshDesk (ticketing) Vidyo Bots and AI LivePerson Bot IBM Watson Robotify Augment HQ Ada Reply.AI Filament Messaging Distribution Channels Twilio Facebook Line GMB (google) ABC (Apple)  

Why isn’t the engagement displaying on our website?

May 22, 2018
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  There are many reasons why engagements may not display on a website. Below is one scenario. We will add additional scenarios to this document in the future. Reasons engagements may not display: Web page is not tagged with an LE tag Engagement is not enabled Campaign is not published Campaign time frame restrictions Visitor… Read More

Why doesn’t the chat window follow our visitors to other web pages?

May 14, 2018
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Problem: A visitor is in chat on one of our web pages. The visitor, who is still in chat, navigates to another one of our web pages. The chat window doesn’t follow the visitor to the page. Cause: The URLs of the two pages the visitor moved between belong to different domains and the monitoring… Read More

Why aren’t automatic offline messages triggering during “off shift” hours?

April 23, 2018
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Issue: Automatic Offline Messages are not triggering during “off shift” hours. Possible Causes and Solutions: The customer disabled automatic messages for a period of time, either in the past or currently. The agent manager set the LiveEngage account’s Off hours in the Shift status to the wrong time period. For more information about shift settings,… Read More

Why is the focus at the end of the message rather than the beginning on Android devices?

February 14, 2018
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Sometimes, when visitors view messages on Android devices, the focus is at the end of the message rather than at the beginning. Reasons this happens: Sending an extremely long message that exceeds the screen boundaries will automatically change the focus to the end of that message as per default Android OS behavior. This was discovered… 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