LivePerson Integration Guide

Overview

Integrate LivePerson's live chat solution with your other applications to improve customer service and agent productivity. With By seamlessly connecting with billing, Sales Force Automation and Customer Relationship Management systems, LivePerson delivers expanded interoperability and enhanced functionality.

In many instances, the integration process takes just minutes and requires little, or no, programming knowledge.

Benefits

Combine the power of LivePerson’s real-time chat technology with other web-based applications to:

• Eliminate time-consuming switching between screens and applications.
• Gain easy access to customer information, enabling agents to provide more efficient and superior customer service.
• Easily update customers and account records from information supplied during chat sessions.
• Promote customer loyalty. There’s no need to ask customers to provide information that you already have.

Integration Options

LivePerson systems support both application and data integration.

Application Integration

Integrating your web-based application enables you to access third-party tools directly from LivePerson’s chat agent console. For example, launch a specific page of the application to view the billing history of a visitor currently engaged in a chat, without leaving the operator desktop.

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Data Integration

Integrating customer and account data supplies access to comprehensive visitor information within the agent console. A custom web page within LivePerson’s agent console displays important details such as account number and type of account.

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Screenshot of UI with table with data (name, account#, phone, type of account…)

Implementation Process

Follow these instructions to integrate your solutions.

In the Timpani Admin Console, go to the “Rules” menu and select the “Campaign Tracking” option.

1. Name the rule
2. Set Apply this Rule to “When Visitor is being queued for chat.”
3. Click on “Add Action”
   Set Type to Operator Alert
   Add a Description for Example “Search SalesForce.com with visitor account number”
4. HTML Action
   The content in the HTML Action box will define the information displayed in the operator software

For Web-based applications

Create an HTML page that will link to your Web-based application.
Example: link to a billing system

<a href="https://billing.mycompany.com">Click Here</a> to open the billing system

You can also automatically open the application using a redirect. For example you can automatically open a billing page using an HTML redirection.

<meta http-equiv="Refresh" content="0;URL=https://billing.mycompany.com">

You can also include variables in the URL enabling you to open a specific page in the application. For example, you can open the account number of the visitor by passing the account number as a variable.

<a href="https://billing.mycompany.com?accountNumber={LPVAR!accountNumber}">
Click Here</a> to open the billing history for account xxxxxxx

See below the section about Custom Variables for more information

For Data Display

Enter the HTML source including the formatting and the data to display. For example, you can display a table with customer account information. The data is inserted in the HTML using macros to render the custom variables. See below the section about Custom Variables for more information.

Note:There is a limit to the number of characters that can be used in the HTML alert (1000 characters).

For the most flexibility in your integration, we recommend you create a Web page for the integration and host it on your Web server. This is described below under “Advanced Techniques”.

Custom Variables

Overview

Custom Variables (also known as Tracking Variables) allow you to pass data from your webpage through to the Timpani operator interface. Data sent through the LivePerson pre-chat survey can also be associated with a custom variable.

» Click here to learn more about custom variables

Inserting Custom Variables

Custom variables macros are inserted in the HTML action box using accolades, for example:{LPVAR!accountNumber}

Note: custom variable names are case sensitive

Advanced integration techniques

Custom integration Web page

You can create a custom integration web page and host it in your web server. The HTML action will simply be used to redirect to this custom Web page.

For example:

<meta http-equiv="Refresh" content="0;URL=http://www.mycompany.com
/integration.asp ?accountNumber={LPVAR!accountNumber}">

Benefit

The custom integration web page can include scripts (asp, jsp) . You can create scripts to improve the integration. For example, you can create a script which will identify the operator and automatic login the operator in a CRM system

Single sign on option

This option is desirable for environments with high security requirements.

With the single sign on, your server is communicating directly with the LivePerson servers avoiding the need to pass on the data through the web pages.

For more information on this option, please contact a consultant…

Case Study

Integration with SalesForce.com

In this example we created a custom Web integration page to:

• Associate the chat operator with his/her SalesForce login
• Automatically login to SalesForce using the operator credential
• Search SalesForce with the visitor name or account number

HTML Action

This tag will redirect to a custom web page and send the agent username, the visitor last name and account number.

<meta http-equiv="Refresh" content="0;URL=http://www.mycompany.com/integration.asp?userName=
{LP!rep-user-name}&visitorName={LPVAR!identifier}&account={LPVAR!account}">

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Integration custom web page

Note: This example is written using Active Server Page scripts. It can easily be adapted for to JSP, pHp or other scripting language.

The SalesForce search type is set to 2 which is the broadest search type (searches all fields).

» Click here to see the code.