LiveEngage Release Notes: May 2018 Part 1 These release notes include new features arriving to LiveEngage during May. Exact delivery dates may vary, and brands may therefore not have immediate access to all features on the date of publication. *Please contact your LivePerson account team for the exact dates on which you will have access to the features. 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?

User Area Bulk user operations (75929) Yes

New Features

Category Name Relevant for messaging?

Engagement Window Various accessibility enhancements Yes

Bug fixes

Category Name Relevant for messaging?

Agent Workspace Bug fixes related to the Agent Workspace Yes

Campaigns Workspace Bug fixes related to the Campaigns Workspace

Yes

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New functionality

User Area

Bulk user operations (75929)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

Yes Yes Yes Yes Yes Yes Yes Yes

Account users, with user management permissions enabled, will be able to make certain bulk changes to users instead of having to make the same changes one by one. Users can make the following configurations in bulk (up to 1,000 users at a time):

● Skill assignment - this will allow the user to assign, or unassign, skills to multiple users. ● Concurrency setting - this will allow the user to edit the maximum number of live chats or

the maximum number of messaging conversations assigned to multiple users. Notes

● Up to 1,000 users in each bulk action ● Bulk users actions may take a few minutes. During this time the user performing the

action will not be able to perform other actions in the Users area.

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Enhancements

Various accessibility enhancements

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

Yes No No No No No No Yes

In preparation for accessibility certification, several enhancements have been added to the unified window:

● Messaging CSAT Survey - selected/unselected state of the star icon form elements is not announced

● Survey error message is not screen read once it is triggered ● "Expand action menu" label is not screen-readable ● Chat Window - Certain ARIA roles must contain particular children ● Messaging CSAT Survey - Text content lacks 4.5 to 1 contrast ratio on hover or focus ● Embedded Engagement Button - focus indicator is not clearly visible ● Chat Survey - Text content lacks 4.5 to 1 contrast ratio on hover or focus ● ID&V - Text content lacks 4.5 to 1 contrast ratio

Bug Fixes

Agent Workspace

Agent dashboard: Filter by skill option unavailable (88122)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

No No No No No No No Yes

For brands using chat, under LiveEngage -> Visitors -> Web visitors tab, the option to filter the dashboard by skill is unavailable to all users (including to users with permission to access and filter all skills), and the filter exposes the “Unassigned” skill only. This bug has been fixed.

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Before the fix:

Messaging Agents List - data bar fails to load data (87937)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

Yes Yes No No No No No No

On LiveEngage under the ‘Messaging Agents’ tab, the Data Bar does not expose the correct data for all KPIs (Online, Back soon, Away). Instead, all KPIs are being displayed as zeros and an error appears: "Data was unable to refresh automatically." or "Data was unable to refresh.” This bug has been fixed. Before the fix:

PCI widget for Amex not loading when chat/conversation is not in focus (89066)

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Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

Yes Yes No No No No No Yes

When agent is not focused on the current incoming chat (busy in another chat for example), PCI widget will not load for that chat. This bug has been resolved. Predefined Content by skill not working for Agent Manager that is not managing a group (89143)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

No No No No No No No Yes

Agent Managers not managing the group they belong to didn’t receive the right Predefined Content per the skill they are assigned to. The bug has been fixed.

Campaigns Workspace

Mobile App engagement: Authentication toggle is enabled (84711)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

No Yes No No No No No No

For brands using mobile app messaging, mobile messaging engagements are currently supported for authenticated flows only. However, the mobile app setting page has been displayed on LiveEngage with the enable authentication toggle, meaning that users had the option to create an unauthenticated mobile app engagement. This bug has been fixed; now mobile app engagements can be created as authenticated only. Before the fix:

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After the fix:

API engagement - Wrong error displayed on the UI (83294)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

Yes Yes No No No No No Yes

When creating a new API engagement, under a specific scenario when the user enters a valid JSON code in the configuration section, then enters a non-existent skill under the routing section, instead of displaying an error regarding the incorrect skill value, an additional error is displayed saying the ISON value is incorrect. The bug has been fixed; now the only error displayed is for the incorrect skill value.

7

Before the fix:

After the fix:

8

Visitor behavior - Add location: link to add in wrong order (82578)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

Yes Yes No No No No No Yes

In the Engagement Studio, under the visitor behavior definition, when adding a new location the dropdown values order was incorrect; the “+Add location” option appeared as the second option instead of the first. The bug has been fixed. Before the fix:

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After the fix:

Entry point description is cut off (83203)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

Yes Yes No No No No No Yes

Under the Entry Points library, an entry point with a long description was displaying with the description partially cut off. The bug has been fixed; the description is now displayed with an ellipsis.

10

Before the fix:

After the fix:

Flow behavior: Dropdown opening upward (83659)

Web Messaging

Mobile App Messaging

SMS Facebook ABC Line Google My Business

Chat

Yes Yes No No No No No Yes

In the LiveEngage Engagement Studio, when defining a new visitor behavior flow, the dropdown menu was opening upwards instead of downwards. The bug has been fixed.

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Before the fix:

After the fix:

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