LivePerson allows an agent to interact with a customer via a chat session. At the end of the interaction, a Medallia Conversations collects survey feedback from the customer using either:

• In-chat conversational survey in a LivePerson chat session

• Web link to a Medallia anonymous survey web page

Once the response is collected, the response results are available in Medallia reporting.

To integrate LivePerson with Experience Cloud, you will need

• A LivePerson account and channel, and LivePerson must be configured to pass and receive survey requests and updates

• The Contact Center: LivePerson Support Experience app installed on the Medallia Conversations instance, The app includes:

  • E-Fields for the Experience Cloud survey record to record LivePerson data

  • Sample web survey design that can be used for the Web link surveys.

  • Omni Exporter to enrich survey data with additional fields from LivePerson.

  • Auto Importer to process & map additional fields received from LivePerson.

• For In-chat surveys:

  • A Medallia Conversations instance with LivePerson channel and a survey Conversation.

  • A LivePerson channel in Medallia Conversations to connect to LivePerson.

• For Web link surveys:

  • An Experience Cloud anonymous (feedless) web survey.

  • (optional) Enrich the survey results by retrieving supplemental information from LivePerson.

For detailed instructions about setting up an integration, see

• LivePerson In-Chat

• LivePerson Web Link survey

• Pull supplemental data from LivePerson

• LivePerson channel