This guide explains how to enable LivePerson Functions for post conversation survey events.

With Messaging Conversation Survey you are able to invoke lambdas before & after a conversation survey. Along with the invocation, the function is sent a payload containing metadata related to the conversation survey which invoked the function. This payload can then be used in the function for further processing and referencing.

In comparison to the chat post survey this integration will not send any automated emails.

However, a similar scenario might be implemented by simply connecting LivePerson Functions to your external SMTP server and triggering the email via an API call from within the lambda.

It is required that your account has the Post Survey Bot permissions enabled; please contact your account team in order to do this.

Messaging Conversation Survey events for Function Invocation

  • Messaging Survey Started

  • Messaging Survey Ended

Step 1 - Create function

Create a new function using one of the messaging survey templates.

Currently, only one function per template type can be created. If there are multiple types of functionality needed that stem from the same event invocation, these should be coded into the same lambda.

Step 2 - Edit the Function

Adjust the code in the template according to your needs by modifying the function. On the right side you can see an example of the payload (in the sidebar, which you might need to open).

As mentioned above, the function can return a series of commands back to the invoker. In the template code you can see the current available commands.

In the event of the function not being threaded by the calling system, the function can simply return ok within the callback.

Step 4 - Deploy the function

Just like any other function, this function must be deployed before it can be used. Please see this document for more information on how to deploy your function. At this point, you can also test your function.

Payload details

1. level 2. level 3. level description type example
conversationId     ID of conversation STRING c840e51e-5f65-4ad4-8d34-5c82b99a2200
accountId     ID of account STRING 12345678
surveyId     ID of survey NUMBER 3387141511
surveyRevision     Revision of survey NUMBER 2
skillId     ID of skill STRING 563267
effectiveTTR     timestamp when agent should be available NUMBER 1528464044687
lastContentEventNotification originatorId   ID of originator NUMBER 37607275.23
lastContentEventNotification originatorPId   Pid of originator STRING f39fbc5f-da77-5417-8bc7-7584efdd1a5e
lastContentEventNotification sequence   sequence of conversation (starting by 0) NUMBER 1
lastContentEventNotification serverTimestamp   timestamp of the server NUMBER 1528463781807
lastContentEventNotification event contentType contenttype of last event STRING text/plain
lastContentEventNotification event message message of last event STRING Thank you for messaging us. Our contact center is currently closed. An agent should reply within 11 hours and 40 minutes.
lastContentEventNotification event type type of last event STRING ContentEvent
lastContentEventNotification originatorClientProperties   Information about client OBJECT {"type":".ClientProperties","appId":"webAsync","ipAddress":"","deviceFamily":"DESKTOP","os":"OSX","osVersion":"10.14.3","integration":"WEB_SDK","integrationVersion":"3.0.25","browser":"CHROME","browserVersion":"72.0.3626.119","features":["PHOTO_SHARING","CO_BROWSE","QUICK_REPLIES","AUTO_MESSAGES","MULTI_DIALOG","RICH_CONTENT"]},
campaignInfo campaignId   ID of campaign NUMBER 2451931211
campaignInfo engagementId   ID of engagement NUMBER 2451931311
closeReason     close reason of conversation STRING CONSUMER
context clientProperties   Information about client OBJECT {"type":".ClientProperties","appId":"webAsync","ipAddress":"","deviceFamily":"DESKTOP","os":"OSX","osVersion":"10.14.3","integration":"WEB_SDK","integrationVersion":"3.0.25","browser":"CHROME","browserVersion":"72.0.3626.119","features":["PHOTO_SHARING","CO_BROWSE","QUICK_REPLIES","AUTO_MESSAGES","MULTI_DIALOG","RICH_CONTENT"]}
context interactionContextId   ID of context STRING 5
context lang   language STRING en-US
context sessionId   ID of session STRING iGY4vsiETB-Zsyi7IGlIk1
context type   type of context STRING SharkContext
context visitorId   ID of visitor STRING hjMTk3ZTcwZmFhZjc3NDk2
dialogs     array with information about the dialogs of the conversation OBJECT-ARRAY [{"dialogId":"efSg0XbnTkmg8OXaSyaz81","participantsDetails":[{"id":"49b673cb7d08168a9f14640346340237054482174d65ff8c70e0f4d0d9bfa911","role":"CONSUMER","state":"ACTIVE"}],"dialogType":"POST_SURVEY","channelType":"MESSAGING","metaData":{"appInstallId":"829d951a-777e-46a3-98db-c06214e3f401"},"state":"OPEN","creationTs":1551702854131,"metaDataLastUpdateTs":1551702854131},{"dialogId":"fb84c76d-0daa-46c7-b02d-eb6130c022c1","participantsDetails":[{"id":"49b673cb7d08168a9f14640346340237054482174d65ff8c70e0f4d0d9bfa911","role":"CONSUMER","state":"ACTIVE"}],"dialogType":"MAIN","channelType":"MESSAGING","state":"CLOSE","creationTs":1551702813391,"endTs":1551702854131,"metaDataLastUpdateTs":1551702854131,"closedBy":"CONSUMER","closedCause":"Closed by consumer"}],
firstConversation     if this is the frist conversation of the consumer ever BOOLEAN TRUE/FALSE
participants     array of the participants of the current state OBJECT-ARRAY [{"id": "f9d58c57-c489-45f5-bae4-c5ebd52b3972","role": "ASSIGNED_AGENT"}, {"id": "f9d58c57-c489-45f5-bae4-c5ebd52b3972","role": "AGENT"}]
state     state of the dialog STRING OPEN
startTs     conversation start time as timestamp NUMBER 1528463744663
ttr ttrType   type of ttr STRING URGENT
ttr value   value of ttr NUMBER 300
lastQuestionId     ID of last question STRING 2741eea2-e184-4cd4-abbe-e8f6e1d26681