LivePerson APIAgent Bot Workshop

Elyran Kogan, Technical Leader, R&D, LivePersonNov. 2016

Agenda• LivePerson Messaging API• Agent API major capabilities• Agent Bots implementation• Interactive Demo – integration with Telestax SMS

LivePerson Messaging API• Based on Websocket• Asynchronous• Request - Response• Subscribe - Notifications

AgentConsumers

LivePerson Messaging Server

Agent Bot

LivePerson Basic Terms• Conversation• Skill• Routing

Messaging API - Agent Major CapabilitiesAgent Status• The availability of the agent

• When status is not online – not available for new conversations

Messaging API - Agent Major CapabilitiesAccept conversation• Ring = conversation waiting for an agent

• Rings are sent to the agent by the routing service

• Accept or reject a ring

Messaging API - Agent Major CapabilitiesPublish events• Content – text / file

• Presence – present / typing

• Status – message accepted / read

Messaging API - Agent Major CapabilitiesConversation Actions• Transfer to another skill

• Transfer back to the queue of the same skill

• Change the urgency of the conversation

• Close the conversation

Messaging API - Agent Major CapabilitiesGet User Profile• Get the personal info the user has exposed

• Personalize the consumer’s experience Show the consumer’s Photo

Refer to the consumer by his name

API Flows

Agent Bot Initialization FlowAgent

Websocket opened

Get current Conversations

Conversations notifications

Server

Connect

Authenticate

Agent TokenAuth

Server

Agent Bot Conversation FlowAgent Server Consumer

Request new Conversation

Ring

Conversation accepted

Conversation Created

Conversation updatedConversation updated

“Hi there!”

Agent: “How can I help?”“How can I help?”

Consumer: “Hi there!”

Close Conversation Conversation Closed

• Spring Boot Java App - POC

• Source code:

• https://github.com/elyrank/LivePerson-Messaging-Agent-Bot

Echo Bot

Agent Bot Initialization

Message Handler

Main Bot Functionality

Change Address Bot

SMS connector• Integration with Telestax

• Lets try it live!

Questions?