Adding the LivePerson Channel

The Kore.ai XO Platform lets you easily connect with the LivePerson channel to quickly identify your customers’ intent and power your conversational experiences.

To add LivePerson as a channel to your Kore.ai assistant, you must add a bot user in LivePerson and set up the integration. Adding the LivePerson channel to your Kore.ai VA allows end-users to interact with your assistant using their LivePerson account.

Note: A LivePerson account with administrator credentials is required to complete this configuration.

Steps to enable the LivePerson channel:

Step 1: Create A LivePerson Account

1. Go to the LivePerson account setup page and create a standard or an enterprise account. For more information, see LivePerson documentation.
2. On the Login page, log in with your admin account credentials as shown below.
   
3. Click Next and enter your Login Name and password, then click Sign-in.
4. You are redirected to the Agent Workspace, as shown below.
   

Step 2: Add a skill in LivePerson

Once you have created an account, you must add a skill that you want to assign to an agent in LivePerson.

Steps to add a skill to an agent in LivePerson:

1. Sign in to your LivePerson account as an administrator and then select the Manage Users tab.
2. In the Manage Users & Skills tab, click Add Skill to create a new skill.
   
3. On the Skills page, click +Add Skill (at the bottom bar) and enter the details of the required skills.
4. Enter skill name as . For example, if your Kore.ai VA name is weather bot, then the skill name must be weather_skill.
5. Enter a Description for the skill, and then unselect the check box – Conversation assigned to skill can be transferred to other skills.
6. Click Save to save the skill.
   
7. Read more about creating skills in LivePerson.

Step 3: Add a user in LivePerson

Create a user and generate API keys that you can use to configure the LivePerson channel for this user.

Steps to add a user in LivePerson:

1. Sign in to the LivePerson admin account, and then go to Manage Users & Skills and click Add User.
   
2. On the Add User page, select the User Type as Bot.
3. Enter a Login Name, Email, Nickname, Employee ID, and Name. (The nickname and name are displayed on the screen in the user chat.)
   
4. Provide a URL for the bot avatar.
5. Choose the Login method as API Key, and select the Generate API Key option from the API key drop-down list to generate a new API key.
6. Copy the App key, Secret, Access Token, and Access Token Secret, and enter them in the kore.ai Configurations tab of the LivePerson Channel page. For more information, see Step 4 – Configure the LivePerson Channel in the XO Platform section.
7. Select Agent from the Assignment drop-down list, set Max no. live chats as Unlimited, and then select the skill created in the previous step from the Skills drop-down list.
   
8. Click Save. For further information, see Create and manage users and Create a bot user within LivePerson’s documentation.

Step 4: Configure the Channel in the XO Platform

Configure the LivePerson channel to start communication with the kore.ai XO Platform.

Steps to configure the LivePerson channel:

1. In the XO Platform, select the assistant you’re working with, then go to Deploy > Channels > LivePerson.
2. Go to the Configurations tab. In the Account ID field, enter your LivePerson account ID.
   In the Login Name field, enter the Login Name of the bot user from your LivePerson account.
3. Under Interaction Options, select how you would like the XO Platform to interact with LivePerson – via Chat Agent API, Messaging Agent SDK, or both.
   
4. Enter the details of the API Key, Secret, Access Token, and Access Token Secret values of your LivePerson user account, which you copied in Step 3.
   
5. In the Enable Channel section, select Yes to activate the channel, and then click Save to complete the user creation process.

After the channel is enabled and all configurations are verified, you can optionally publish the assistant to make it available for end-users with the new channel. Learn more about Publishing your Virtual Assistant.

To learn more about working with Channels within the Kore.ai XO Platform, please see Channel Enablement.

Step 5: Verify the LivePerson Channel Integration

Once the LivePerson channel is enabled, you can verify the integration by publishing the campaign with the skills you created in LivePerson and embedding the LivePerson code snippet in the WebServer or Web Page where the kore.ai XO Platform is hosted.

Steps to verify the LivePerson channel integration:

1. Sign in to the LivePerson account with your admin user credentials.
2. Go to the Manage Campaigns and Engagements page and click the Live Messaging on your site link, as shown below.
   
3. On the Live Messaging page, go to the Engagement Settings area, select the Skill you created in step 2, and then click Next.
   
4. Click Next four times to select the Engagement Studio, Theme, Entry points, and Behavioral targeting library options, and then click Publish as shown below.
   
5. Once the LivePerson campaign is published, go to Manage Campaigns and Engagements > Campaign Builder > Data Sources, as shown below.
   
6. On the Data Sources page, select the Web card and click Edit.
   
7. On the Web Tag page, copy the embed code and paste it into the html page you use to interact with the Kore.ai XO Platform Virtual Assistant (VA).
   
8. Send a message from the LivePerson Chat console to the kore.ai XO platform VA for which you have enabled the LivePerson channel.
9. In the XO Platform, once you receive a message from the LivePerson Agent console, you can send a response to start communication between the two systems, as shown below.