LivePerson In-Chat

LivePerson In-Chat presents a Medallia Conversations survey in a LivePerson chat session, at the completion of a customer-agent interaction.

Medallia survey in the same LivePerson chat as automated agent

At the completion of the survey, the response results are available in Medallia and LivePerson.

Medallia survey presented in LivePerson chat, with results in Medallia and LivePerson

Setup requirements

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

  • A LivePerson account, channel, and brand. A LivePerson administrator must:

    • Configure LivePerson to send and receive data from Medallia Conversations

    • For each survey and skill, identify the Medallia Conversations to use

  • A Medallia Conversations LivePerson channel

  • There is a Medallia Conversations survey, and the Conversation is defined and configured. Additionally:

    • The LivePerson integration supports the following dialog types: Multiple Choice, Open Question and Statement.

    • The survey must expire in no more than 48 hours.

    • If the respondent has previously indicated an intent to opt-out of future communications from Medallia Conversations, the survey will not be sent.

  • In Account Management:

    • To avoid sending a survey invitations too frequently, turn on the enableQuarantineCheck for the account, and set quarantineDurationHours to the count of hours to wait before sending a new invitation.

    • The disableEndSignal paramater must be false.

  • To send survey results back to LivePerson when complete, configure an OmniExporter per Pull supplemental data from LivePerson .

Conversation parameters from LivePerson

LivePerson passes information about the chat session when making the request to start the survey. That information, passed as parameters to the Conversation, need to be mapped to survey record fields. For detailed information about working with parameters, see Custom parameters.

Define these parameters for each LivePerson survey:

FieldRequiredDefault valueTemplate value
e_unitidYes

—
Set this to the appropriate Unit.

{{paramsJSON.EVENT_VALUE.custom.agent_login}}
e_bp_cc_liveperson_customer_id_txtYes—{{paramsJSON.EVENT_VALUE.custom.customer_id}}
e_bp_cc_liveperson_conversation_id_txtYes—{{paramsJSON.EVENT_VALUE.custom.chat_id}}
e_bp_uniquerecordid_txtNo—{{paramsJSON.EVENT_VALUE.custom.chat_id}}
e_bp_cc_record_type_liveperson_ynNoYes—
Create custom field or map to existing field according to client.No—{{paramsJSON.EVENT_VALUE.custom.brand_id}}
Create custom field or map to existing field according to clientNo—{{paramsJSON.EVENT_VALUE.custom.chat_start_datetime}}
Create custom field or map to existing field according to clientNo—{{paramsJSON.EVENT_VALUE.custom.chat_end_datetime}}
Create custom field or map to existing field according to client No—{{paramsJSON.EVENT_VALUE.custom.chat_close_reason}}
Create custom field or map to existing field according to clientNo—{{paramsJSON.EVENT_VALUE.custom.last_skill_id))
Create custom field or map to existing field according to client No—{{paramsJSON.EVENT_VALUE.custom.last_skill_name}}
—No—{{paramsJSON.EVENT_VALUE.custom.language}}
—No—{{paramsJSON.EVENT_VALUE.custom.agent_login}}

Set the default value for the e_unitid parameter to the Medallia Experience Cloud Unit associated with the LivePerson survey.

Note that both e_bp_uniquerecordid_txt and e_bp_cc_liveperson_conversation_id_txt consume the chat_id value.

CC: Chat Analyzer BPP

An instance can have one or more apps, you might start with an Employee Services app and later add the Retail Contact Center Experience app for call center feedback. If your instance already has the Contact Center Chat Analyzer app, Medallia recommends reusing the following fields:

Template valueField
{{paramsJSON.EVENT_VALUE.custom.chat_start_datetime}}e_bp_cc_chat_start_time
{{paramsJSON.EVENT_VALUE.custom.chat_end_datetime}}e_bp_cc_chat_end_time
{{paramsJSON.EVENT_VALUE.custom.chat_close_reason}}e_bp_cc_chat_close_reason_auto

For more information about BPPs, see MedalliaXchange.