Introduction

Connect To Messaging (C2M) is a product offering from LivePerson allowing brands to offer consumers an option to deflect to messaging when they call into their IVR. C2M API serves as an intermediary between the brand’s IVR System and LivePerson Conversational Cloud, ensuring that the consumer is invited to join a conversation with an agent via eligible messaging channels. Once a consumer responds to a message from that channel, C2M ensures that the conversation is routed to an agent of the appropriate skill specified by the brands.

Getting Started

1. Onboarding to C2M is a mandatory process before running APIs.
2. Brand’s system should integrate with two C2M API endpoints, which are Eligibility and Invite.
   • Eligibility: Brands call this endpoint to check whether a consumer is reachable via a messaging channel.
   • Invite: Brands call this endpoint to send a messaging invitation to transfer the customer from IVR to one of their supported channels.

API Specifications

API Domain

C2M is deployed in three regions. North America, EMEA(Europe, Middle East and Africa), APAC(Asia Pacific). Use the domain api to identify the zone of C2M api which is to be used for an account.

Eligibility API

Click Eligibility to go through API spec to get started.

Path/Query Parameters

Request Headers

Request Body Parameters

Request Body Example - JSON Payload

{
    "consumerPhoneNumber": "+12061234567",
    "handoffId": "H123456789",
    "templateVariables": {
        "1": "test"
    },
    "skill": "support",
    "ivrNumber": "180000"
}

Response Body Parameters / Success / HTTP Status Code 200

Response Body Parameters / Failure / HTTP Status Code 4xx/5xx

Response Example

{
    "availableChannels": [
        "sms","wa" 
    ],
    "recommendedChannelName": "sms",
    "eligible": true,
    "callId": "b52403dc-b140-45cc-a9ca-d749a39b1b56"
}

Invite API

Click Invite to go through API spec and use example here to get started.

Path/Query Parameters

Request Headers

Request Body Parameters

Request Body Example - JSON Payload

{
    "callId":"ec88bd52-3d1e-40a7-a2fc-95565a528258"
}

Response Body Parameters / Success / HTTP Status Code 200

Response Body Parameters / Failure / HTTP Status Code 4xx/5xx

Response Example

{
    "callId":"ec88bd52-3d1e-40a7-a2fc-95565a528258"
}

Common Error Responses

{  
  "errorMessage":"Not Found",
  "errorCode":1004
}

Frequently Asked Questions

1. What is the rate limit for the API?

The current rate limit is 30 requests per second for all messaging channels per brand.

2. What is the recommended action from brands for 429 responses?

We recommend a request be retried (3 attempts with exponential retry with delay of 5 sec) when witnessing 429 status code.

3. Which channels are supported as of now?

C2M supports SMS-Twilio, WA, and INAPP channels.

4. Is there a throughput limitation for the data that gets passed from Twilio to LP?

C2M does not have any limitations on the message size while sending messages to twilio or other channels.

5. Does C2M 2.0 API provide a report?

Yes, it does. See details here.

6. What’s the lookback period?

• Lookback period is how long will LP services maintain context (like campaign info, skill etc) for a reply of a message that is sent to the recipient/consumer.
• Lookback period can be pre-configured up to 30 days. Current maximum lookback period is 30 days from when messages are sent using C2M API. Example: When a message is sent to consumer using C2M API and if consumer replies within 30 days from when message was sent, the response will be redirected to LE agent according to specified skill. A response after 30 days will not be treated as a conversation. Please note, if a consumer has an existing active conversation with a brand in any channel, the outbound message won’t be delivered.

7. How do we know which field is optional or required?

Refer to each API's Request Body Parameters or swagger.

8. What's the restriction on request body parameters?