Introduction:


The LivePerson integration package enables chat transcripts to be accessed and viewed directly from Salesforce.

NOTE:
  • To access LivePerson chat transcripts, you must have appropriate permissions.
  •  If you enabled the IP policy feature in your account, add the Salesforce IP addresses to the white list of the policy. Please note that the Salesforce IP addresses are in CIDR notation. Convert these addresses to a simple notation before adding them to the whitelist.

Instructions:


To grant permissions that allow accessing the chat transcripts:

  1. In the LivePerson Admin Console, select User Set Up > Permissions, and select the permission group to which the user is assigned.
  2. Check the ckeck boxes: Run Reports, View Operator Transcripts and View Transcripts by Skill.
  3. Click Update. Permissions are now enabled for the permission group.

Tip: Create a LivePerson user (in the Admin Console, under User Set Up > Operators) with appropriate chat export permissions. Name this new user Salesforce and use it for the Salesforce integration.emptyString

To configure Salesforce to access LivePerson:
  1. Select LivePerson from the force.com drop down list.
  2. Click the LivePerson Configuration tab.
  3. Verify that the information in the Authentication Settings area is correct (Server Domain, Site ID, User Name and Password)
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To access LivePerson chat transcripts in Salesforce:There are two ways of accessing LivePerson chat transcripts in Salesforce:

View only mode:
  1. In Salesforce, click the Chat Transcripts tab.
  2. Click GO! to get the list of LivePerson chat transcripts.
  3. Click the Chat Transcript Name of the chat you wish to view. Salesforce accesses the LivePerson server and "pulls" the chat transcript. The transcript itself is not added to Salesforce, but rather remains on LivePerson's servers. Chat transcripts on LivePerson's servers are available for a period of 13 months.
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Store in Salesforce mode: 
  1. In Salesforce, click the Chat Transcripts tab.
  2. Click GO! to get the list of LivePerson chat transcripts.
  3. Click the Chat Transcript Name of the chat you wish to view.
  4. Click Store.
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The chat transcript is saved in your Salesforce account. You are able to access these saved chat transcripts at any time.The storage space taken by a chat transcript stored in Salesforce depends on the amount of characters in the chat itself. An average record is about 2 kb.
NOTE:  If a visitor chats with an agent and then ends the chat and starts a new chat during the same visit, all the chats that were started during that visit will create Salesforce transcripts that are linked to the LivePerson transcript of the first chat in that visit. To resolve that and have each Salesforce transcript linked to its appropriate LivePerson transcript, go into the Salesforce alert rule in your account, and replace {LPINFO!rt-session-id}, with {~LPINFO!rt-session-rt}.