Businesses are often divided into groups that reflect their organization and hierarchy. A connection center can be thought of as group: in which sub-groups of agents are each responsible for a different area of support. To help you mirror your connection center structure in Conversational Cloud, we’ve created the Agent Groups capability.


Brands can create and edit as many agent groups as required in order to mirror your contact center hierarchy. The agent groups functionality is used by agent managers to view a shift operations as well as in the reporting and analytics.


Getting Started

A few things you'll need to get started with this API:

  1. Retrieve your domain. Use the LivePerson Domain API to retrieve this information by providing the following service name:

    • Read only: accountConfigReadOnly

    • Read/Write: accountConfigReadWrite

  2. This API requires authorization using either a login or an API key methodology.

    • Log a user into Conversational Cloud using the Login Service API. Provide a username and password, and receive an authorization token (bearer). Use this token as your authorization header in all API requests.

    • Follow the instructions, to create and use an API key.

  3. Note the API terms of use.

  4. When using this API, it is recommended that you implement our Retry Policy and KeepAlive best practices.

Use Cases for the Agent Groups API

  • Automatically update names of agent groups

  • Automatically update and edit agents’ assignments to groups

  • Update or change group managers

  • Sync agents groups within Conversational Cloud with your internal HR or staffing systems.