How to contact LivePerson Support – LivePerson Knowledge Center

LivePerson strives to present the most effective at school help and supply technical help to take away any obstacles in our buyer’s manufacturing setting, guaranteeing their enterprise is operating easily.

LivePerson supplies 24/7 dwell messaging help with quick response, simply select your most popular methodology to contact us!

Messaging with Support

This channel is particularly helpful for top precedence points that requires quick consideration. Messaging is on the market to everybody and is very really helpful.

How to message with Support

  1. Log into the Conversational Cloud.
  2. Increase the Connection Space by clicking the three 3 vertical dots on the suitable of the browser.
  3. Click on on the message icon to contact LivePerson
  4. Begin messaging

Open a ticket

Solely Agent Managers and Directors can open a ticket. Ticket submission is a helpful channel for Medium or Low precedence points that don’t require quick consideration. For top-precedence points that require quick consideration please use Messaging. Earlier than contacting Support, please assessment the Troubleshooting part of the data middle in entirety as it might have the reply to your query.

This solely applies to eligible prospects as a part of their CSO bundle.

Prior to submitting a ticket, please assessment the part beneath on “Required info to open a livePerson help ticket” so as to perceive what info is required so as to submit a ticket (case) with LivePerson Support.

How to open a ticket

  1. Log into the Conversational Cloud.
  2. Increase the Connection Space by clicking the three 3 vertical dots on the suitable
    of the browser.
  3. Click on on Technical help instances (case icon) after which click on on ‘create new case’.

Required info to open a LivePerson Support Ticket

Earlier than approaching LivePerson Support, we do advocate gathering the next info to shorten dealing with instances and permit the LivePerson technical groups to provoke the investigation as quickly as it’s reported. Gathering all the mandatory info for the engineer will expedite the investigation and will enable an engineer from our crew to transfer ahead in direction of a decision with out the necessity to attain out for added info.

Checklist of Required info:

  • Description of the problem -How is the prevailing conduct totally different from the anticipated.
  • Outlined influence of the problem. For instance:
    • Variety of brokers impacted, out of the entire(e.g. 2 out of 100)
    • Variety of contact centres affected
    • Variety of App Conversations affected
    • A proof of how extreme the influence is from the client’s perspective
  • Steps to replicate the problem
  • The time the problem was first seen
  • Timestamp and up to date modifications utilized to the Model App
  • Timestamp and up to date configuration modifications utilized to the Conversational Cloud (previously LiveEngage) interface
  • Screenshots / File display of the problem because it manifests
  • Error messages displayed on the display

Whenever you open a Conversational Cloud (previously LiveEngage) Support Case, please comply with these finest practices for the quickest outcomes.

  1. Describe your request clearly
  2. Embody all related info in as a lot element as potential
  3. Connect all associated logs, paperwork, screenshots, and many others.

For instances associated to Bots, please present the next info:

  • Within the remark field:
    • Bot sort (Watson / LivePerson SDK)
    • JS framework (optionally available)
  • Within the attachment space:
    • Add Dialog Builder logs, if obtainable
    • Associated code

For instances associated to SDKs, please present the next info:

  • Within the remark field:
    • LivePerson SDK model
    • Affected OS variations
    • Affected system fashions
    • Machine connection sort (WiFi/information)
    • Community standing (unhealthy connection fee/community disconnection)
    • Share of shoppers affected
  • Within the attachment space:
    • Add system logs/software logs
    • Add screenshots / movies
    • Associated code
    • Entry to buyer app obtain
    • Community site visitors recording (Fiddler, when relevant)

For instances associated to APIs, please present the next info:

  • Within the remark field:
    • Request URL
    • Request headers (together with authorization)
    • Request physique (when relevant)
    • Response code
  • Within the attachment space:

For instances associated to Internet Messaging, please present the next info:

Client-aspect points – Internet

  • Browser sort and model
  • Associated marketing campaign and engagement
  • Customized taglets (when relevant)
  • Customized window (when relevant)
  • Entry to buyer internet web page
  • Take a look at credentials (if wanted)

Agent-aspect Points – Internet

  • Browser sort and model
  • Customized desktops (Citrix, firewall, …)
  • Associated widgets (when relevant)
  • Affected agent IDs
  • Within the attachment space:

Client-aspect Points – Internet

  • Screenshots/display recording
  • Community site visitors recording Fiddler
  • Agent-aspect Points – Internet
  • Screenshots/display recording video clip
  • Community site visitors recording Fiddler

For instances associated to Internet Messaging, please present the next info:

Client-aspect points – App

  • Machine mannequin and iOS / Android model
  • SDK variations used (3 digits: 2.X.X / 3.X.X / and many others)
  • Client id if authenticated messaging
  • Take a look at credentials (if wanted)
  • Associated marketing campaign and engagement
  • Dialog IDs for good and failing conversations

Agent-aspect Points – Internet

  • Browser sort and model
  • Customized desktops (Citrix, firewall, and many others)
  • Associated widgets (when relevant)
  • Affected agent IDs
  • Within the attachment space:

Client-aspect Points – App

  • Screenshots/display recording
  • Logs – software, system, crash. If wanted, activate debug logs.

Agent-aspect Points – Internet

  • Screenshots/display recording video clip
  • Community site visitors recording Fiddler

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