LiveEngage Release Notes: February 2018 Part 1 These release notes include new features in LiveEngage at the beginning of February. 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?

Bots LiveEngage Routing Bot Yes

Messaging Connectors - Apple Business Chat

Messaging Capabilities Yes

Skill Routing Yes

List Picker Support via Structured Content Framework

Yes

Custom iMessage App (Interactive Messages) Support via Structured Content Framework

Yes

Customer Experience Photo Sharing for In-app Messaging Yes

Enhancements

Category Name Relevant for messaging?

Messaging Connectors - Apple Business Chat, LINE and Google

New conversation source indication Yes

Messaging Connectors - Facebook

Rendering image URLs in agent conversation view

Yes

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Bug fixes

Category Name Relevant for messaging?

Customer Experience Bug fixes related to the Customer Experience

Yes

Routing Bug fixes related to the Routing

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New functionality

Bots

Routing Bot GA

The Routing Bot enables brands to easily identify the intent of the consumer and the reason why he/she has requested to message with the brand. The bot then routes the consumer to the relevant skill that can handle the inquiry. In cases when the consumer’s intent could be handled by one of the brand’s self-serve channels, the Routing Bot will be able to direct the consumer to those channels to reduce the workload for human agents. With this set of capabilities, the Routing Bot can help the brand achieve:

● Better visibility over the brand’s self-serve channels. ● Better skill resolution for agents with different skill sets. ● Lower Transfer rates. ● Shorter handling time.

Note: Understanding free-text is not supported; the Routing Bot does not have NLP capabilities. *Please contact your LivePerson account team for further information.

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Consumer side The consumer starts the conversation with the brand. The Routing Bot picks up the conversation and shares a series of Routing Cards. A card can direct the consumer to self-serve channels as well as specific Agent Skills.

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The consumer selects an option that transfers them to a specific skill specializing in incorrect charges. An Agent picks up the conversation in LiveEngage.

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Agent Side LiveEngage side: agent accepts the conversation ring and can view the entire journey the consumer had with the bot before responding.

Messaging Connectors - Apple Business Chat

Messaging Capabilities

*This feature is only available to brands who have joined Apple’s Business Chat launch program. As part of Apple Business Chat enablement, we are launching the Apple Business Chat Messaging APIs, which contain the following capabilities:

● The ability to send and receive messages from consumer to agent ● Agent and consumer typing indications on both agent workspace and consumer device

Agent typing indication on consumer side:

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Agent typing indication on Agent side:

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Skill Routing

*This feature is only available to brands who have joined Apple’s Business Chat launch program. The current version of skill routing for Apple Business Chat will support routing of the configured brand parameters Intent and Group IDs to any LiveEngage skill via the companyBranch engagement attribute. This means that the Intent and Group values will be mapped to the same engagement attribute, while concatenation is used to populate the values in the companyBranch attribute. The brand will still be able to configure skill routing based on different Intent and Group ID values - please contact your LivePerson account team to do so.

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Please note: The Locale parameter passed from Apple is not captured and mapped to engagement attributes in LiveEngage in this version.

User Profile

*This feature is only available to brands who have joined Apple’s Business Chat launch program. Apple passes the user identifier (Opaque ID) to LiveEngage, which does not disclose the user’s Apple ID or any other PII information. The msg-gw will map the Opaque ID to the Consumer ID User Profile info in LiveEngage, allowing the brand to:

● Connect returning consumers to their historic conversations in LiveEngage’s operations. ● Create custom integrations with the Agent Workspace Widget and Messaging Agent (bot)

SDK to connect the information presented to the agent/bot with the relevant consumer details.

The current Opaque ID to Consumer ID mapping format is: apple_AccountID_Opaque ID

List Picker Support via Structured Content Framework

*This feature is only available to brands who have joined Apple’s Business Chat launch program.

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Business Chat Interactive Messaging (first party app) apps do not require the brand to have a main app. Apple Business Chat includes a set of interactive iMessage apps that provide an out-of-the-box rich user experience for the consumer. The Business Chat Interactive Messaging (first party) apps include:

● List Picker (see Using the List Picker) ● Time Picker (see Using the Time Picker) - not currently supported via LiveEngage

structured Content ● Apple Pay Payment Request (see Making an Apple Pay Payment Request) - not

currently supported via LiveEngage structured Content List Picker in Structured Content Framework Sending a List Picker interactive message through the LiveEngage agent workspace is supported through the LiveEngage Structured Content framework. This means that via the LiveEngage agent widgets (for live agent use cases) or via the Messaging Agent SDK (for bot use cases), the brand will configure a structured content JSON schema (in a list structure), while the LivePerson Messaging Gateway handles the transferring of the Structured Content JSON to Business Chat List Picker payload which is received by consumer. Structured Content APIs for sending List Picker to consumers on Business Chat via the agent widget/bot will be available from mid-January 2018 in the Developer Community. Please note: Images are not currently supported in the iMessage list picker. Image support is planned for Q1-Q2, 2018. Agent side:

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Consumer side:

Custom iMessage App (Interactive Messages) Support via Structured Content Framework *This feature is only available to brands who have joined Apple’s Business Chat launch program. Custom iMessage App (custom interactive messages) are an option offered by Apple Business Chat for brands that want to develop an app extension from their already existing main app or as a standalone custom iMessage app. Custom iMessage App via Structured Content Framework Sending a custom iMessage app (interactive message) through the LiveEngage agent workspace (live agent or bot) is supported through the LE Structured Content framework. This means that via the LiveEngage agent widgets (for live agents use cases) or via the Messaging Agent SDK (for bot use cases), the brand will configure Structured Content APIs schemas for Custom iMessage Apps. At the same time, the LiveEngage Messaging Gateway will handle the transferring of the Structured Content JSON with the Custom iMessage App payload to the Business Chat Custom interactive message payload which is received by consumers.

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Structured Content APIs for sending Custom iMessage Apps (custom interactive messages) to consumers on Business Chat via the agent workspace widgets/bot SDK will be available mid-January 2018 in the Developer Community. Please note: Sending Custom iMessage Apps via Structured Content APIs currently does not support image sharing in Custom iMessage App bubbles. Supporting images for is planned for Q2, 2018.

Customer Experience

Photo Sharing for In-app Messaging *This feature is being rolled out gradually - please contact your LivePerson account team for further information. With photo sharing for mobile app messaging, consumers can send a photo from their mobile device in-app messaging page to an agent. This helps the consumer and agent communicate more clearly and effectively. Consumers can share photos from two sources :

1. Take a photo using the device’s camera and share it 2. Share a photo from their device’s Photo Library

The consumer can then add more information to the image by adding a caption. They can also see photos that they have shared in the messaging history on other devices. The Agent has the following capabilities :

1. View a shared photo in the conversation as a thumbnail or full page. 2. View a shared photo in the engagement history and also for closed conversations.

How to enable The following three keys must be configured in order to enable Photo sharing per account:

1. LP-CDN - On (Default = On) 2. SDK - On/Off (Default = On) 3. Site Settings - messaging.file.sharing.enabled = True (Default = Off)

Please note:

1. We recommend brands protect themselves from media types preventing exploitation of vulnerabilities associated with file transfer. This includes:

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a. Installing malware detection on agent workstations. b. Guiding agents not to save photos locally. c. Guiding agents not to change extensions and open photos.

2. Device storage can hold up to 20 images (this value is configurable). 3. Actions on Photos:

a. User cannot remove a single image that they have shared (the ‘clear history’ will clear the image on the local device only).

b. The ‘send’ button from photo preview is always enabled. c. There are no actions on the photo (e.g. copy/delete).

4. The supported image formats are : png, jpg, jpeg and gif (non-animated). Photo sharing steps

1. From the conversation window, the consumer clicks on the camera icon to open the Photo Sharing capability. Two sharing options are presented to the consumer:

a. Take a photo using the device’s camera and share it b. Share a photo from the Photo Library

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2. When choosing to share a photo from the device’s camera, the SDK will ask for access

permissions to the device’s camera, or for access permissions to the device’s photos when sharing from the photo library.

Sharing

1. Choosing “Take Photo” will open the device’s camera. The consumer can then take a photo and share it or retake it if needed. The consumer can add a caption to the photo before sharing it. When ready to share, the consumer can press on “send”.

2. Sharing a photo from the device storage will open the device’s Photo Library from which the consumer can choose a single photo and share it with the agent. The consumer can add a caption to the photo before sharing it. When ready to share, consumer can press “Send”.

3. In case sharing failed, an error indication in the conversation will call their attention to the failure. When clicking on the message, a retry option is set available for the consumer to press to resend the photo to the agent.

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Agent Flow 1. When the agent receives the shared photo, it appears as a thumbnail in the conversation

window.

2. The Agent can preview the image by pressing the image thumbnail.

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Enhancements

Messaging Connectors - Apple Business Chat, LINE and Google New conversation source indication

A new channel source indication is being added to the messaging conversations agent workspace and reporting, which will indicate if the conversation was initiated on Google, LINE or Apple Business Chat.

● Open conversations - the conversation source indication appears under the Consumer Info widget, within the Conversation Info section.

● Closed conversations (All Connections) - the conversation source indication appears under the Consumer Info widget, within the Conversation Info section.

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Messaging Connectors - Facebook Rendering image URLs in agent conversation view

Images shared as Facebook hosted URLs from consumer to agent via Facebook Messenger will now be rendered in the agent conversation view, meaning the agent will be able to view them in real time without needing to click on the URL so it opens in a browser.

Bug Fixes

Customer Experience

Mixed types of Structured Content

Previously both agents and visitors were able to share images (of the type ‘RichContentEvent’) over an HTTP unencrypted channel. This fix prevents them from doing so.

Routing

Conversations directed to agents at maximum capacity

Even when they were operating at maximum capacity, agents were still receiving a ‘ring’ from a new incoming message. This bug has been fixed.

SLA per skill not supported for fallback skill

Conversations assigned to the fallback skill were being assigned the response time (SLA) for the default skill (instead of the SLA configured for the fallback skill). This bug has been fixed.

Applying account level SLA to conversations with "Unassigned" skill If conversations are redirected to the ‘unassigned’ skill (when no agents with the preferred skill are available), they should be set with the account level response time.

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Incorrect routing to fallback skill Even after being correctly assigned to a skill, some conversations were being routed to fallback skill, as a result of persisting an object with a conversation routing history. This bug has been fixed.

Automatic Messages intermittently not sent Between one and three percent of automatic messages were not being sent to messaging conversations due to a consistency issue in the database, when the controller bot was being rejected as a conversation participant. This bug has been fixed. 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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