Creating a LivePerson channel

1. Open the Channels list: click the Channels tab.

2. Click New Channel.

   

3. In the Add Channel panel, select:

   • LivePerson

4. Provide:

   • Name — descriptive name of the channel.

   • Description — a description of the channel, including its purpose and the name of the channel it is targeting.

5. In the Adapter Details section, enter

   • Send Message Endpoint — URL on the LivePerson server that Medallia Conversations uses to connect to the service.

   • Page ID — Unique identifier for the channel to be provided to the LivePerson administrator, who will include this in setting up communications to this channel.

6. In the Authentication sections, enter

   • Inbound auth settings — The mechanism and its settings that authenticate the custom channel when it sends requests to Medallia Conversations. See Authentication settings for details.

     Provide the Client ID and Client Secret to the LivePerson administrator, who will use this in setting up communications to this channel.

   • Outbound auth settings — The mechanism and its settings that authenticate Medallia Conversations when it sends requests to the custom channel. See Authentication settings for details.

     The LivePerson administrator provides the OAuth2 server URL, Client ID, and Client Secret necessary for Medallia Conversations to communicate with the LivePerson authentication server.

     Important: In the Outbound auth setting section, turn on Send credentials in body.

7. Click Save.

The channel is now ready to communicate with the LivePerson channel.

Use the generated Channel ID value when setting up LivePerson to communicate with Medallia Conversations.

LivePerson settings

Category

LivePerson

Channel name

(required) Unique name of the channel. For usability, make the name descriptive and include the category in the name to differentiate the channel from similar channels.

For example, here are two channels for Orion Retail: one for SMS and one for Facebook:

Channel description

Text description of the purpose of the channel. Mention any restrictions like blackout dates and availability windows.

Availability windows

Availability windows identify when the channel is available to send feed-based invitations. Use the availability windows to pause the channel during times when people might not be receptive to the invitation, such as on weekends or at night. Note, this does not affect feedless surveys, which can be taken at any time.

The day and time are based on the respondent's timezone, as specified in the timezone information included in the raw invitation provided by the company, and processed by the import specification. See Import specifications for details about the import process.

When a window opens, messages are sent at random times within the next hour; they do not all go at at the opening of the window.

Important: Select a window that is greater than 1 hour/60 minutes. Selecting a window that is less than 1 hour can cause invitations to be sent during the restricted window.

Tip: Use availability windows for channels that contact or push the conversation to respondents. For passive channels — like web pages or social media — use them as needed by your company.

This example disables the channel on weekends, and between the hours of 7:00 p.m. and 9:00 a.m.

Blackout dates

Blackout dates are specific days of a year when the channel does not send feed-based invitations. Use the dates to pause invitations to the channel on days when respondents might not be receptive, such as holidays. Messages scheduled to be sent on blackout dates are sent after the blackout expires. Note, this does not affect feedless surveys, which can be taken at any time.

Tip: Use availability windows for channels that contact or push the conversation to respondents. For passive channels — like web pages or social media — use them as needed by your company.

This example disables the channel on the U.S. holidays of the Fourth of July and Thanksgiving in 2018.

Opt-out keywords

Words or phrases respondents may send requesting their intention to opt-out of receiving future conversations from the company, on all channels. After receiving the opt-out instruction, the channel sends a message to the respondent acknowledging the request.

Note: A channel must have at least one opt-out keyword. The default keyword is 'stop'.

Each entry may be a single word, such as 'stop', or a multi-word phrase such as 'opt me out'. The text is case-insensitive: 'stop', 'STOP', and 'Stop' are all recognized when the word is 'stop'.

Opt-out message

Text message to send to the respondent after the channel receives an Opt-out keyword from the respondent.

Adapter Details

Send Message Endpoint

(required) URL to the server that Medallia Conversations uses to connect to the LivePerson service. Obtain this from the LivePerson admin.

Page ID

(required) A unique identifier for the channel to be provided to the LivePerson administrator, who will include this in setting up communications to this channel.

Typing On/Off

Tell the service to send a "typing" notification to the respondent while working on/waiting for the next message from Medallia Conversations. When disabled, do not send any "typing" notifications.

Automatic send disposition status upon outbound message API 200 OK response

Consider a message as "Sent" — and update the invite/dialog disposition accordingly — upon outbound message API call with 200 OK response. Note the custom message adapter still needs to send the delivery receipt upon successful delivery of the message to the respondent. Otherwise, when disabled, the disposition report is sent explicitly by the adapter.

Authentication settings

Inbound and outbound settings define the authentication mechanism to use when connecting to the channel. The mechanism can be the same or different for inbound (channel → Conversations) and outbound (Conversations → channel) communications. The mechanisms are:

• OAuth2 uses a client ID and secret to form a request for a temporary access token from an authentication service. The requester then includes that token in requests from the resource service.

OAuth2 authentication settings

Default Conversation Throttle

The conversation throttle limits how many Default conversation messages, for a specific Conversation, can be sent to the same recipient within a time window. This prevents infinite "ping-pong" loops with auto-responders or answering machines, thereby reducing accidental spam, controlling costs, and protecting customer trust.

For example, by default Medallia Conversations sends no more than 3 Default Conversations to the same recipient with a 90-second time period. Instead of making a 4th attempt, the recipient is blocked for 24 hours from receiving a Default Conversation. After 24 hours, Medallia Conversations again tries to send default Conversations to the recipient.

To view a list of the blocked recipients, see Blocked Records.

Channel settings

Channel settings are advanced, custom channel configuration options. Each setting is a key/value pair.