LivePerson Functions can be triggered by events within the Conversation Cloud or invoked directly by conversational bots. Once deployed, a function will react to its configured event source.
The number of functions connected to a specific event is restricted, and documented in the tables below.
Event Integrations
Functions can be integrated with other LivePerson systems through events, enabling the tailoring of the Conversational Cloud to your brand's needs. This allows you to create custom flows and functionality that are not available out of the box.
Each event has a specific input (payload) that the triggering system will provide at runtime. Further, we provide a sample payload particular to the event, which will be displayed during the development or on the invocation screen. Currently, the following event sources are supported:
Automatic Messages
Automatic Messages (also known as System Messages) allow brands to send custom messages during conversations based on Conversational Cloud Events (e.g. conversation started, agent joined the conversation). Only productive functions will react to these events. Head to the Automatic Messages chapter to learn more.
| Event Name | Event Description | Event Source | Function Limit | Supports Skills |
|---|---|---|---|---|
| Messaging Conversation End | Triggered when the conversation is closed by agent/consumer/system. | Controller Bot (Messaging Automatic Messages) | 1 | Yes |
| Messaging Conversation Idle | Triggered when agent/consumer is not responsive or the conversation is in the queue for over X secs/mins. Time X is configurable inside the Conversational Cloud UI via the auto-messages feature. | Controller Bot (Messaging Automatic Messages) | 1 | Yes |
| Messaging Conversation Routing | Triggered when the conversation is transferred to a different skill. | Controller Bot (Messaging Automatic Messages) | 1 | Yes |
| Messaging Line in Off-Hours | Triggered when a conversation was open during office hours and a new message is sent during off-hours (essentially when a consumer sends an off-hour message). | Controller Bot (Messaging Automatic Messages) | 1 | Yes |
| Messaging Consumer Step Up | Triggered when a consumer step-up occurs, i.e. when participants authenticate themselves during a conversation. | Controller Bot (Messaging Automatic Messages) | 1 | Yes |
| Messaging New Conversation | Triggered for every new messaging conversation. This event should not be used for routing. Use a routing bot instead. | Controller Bot (Messaging Automatic Messages) | 1 | Yes |
| Messaging TTR (Time to Respond) | Triggered when the consumer marks a response as an urgent response, unmarks a response as urgent, or the agent manually updates the response time. | Controller Bot (Messaging Automatic Messages) | 1 | Yes |
Conversational commands
Conversational Commands allow agents to invoke functions in the Agent Workspace conversation.
| Event Name | Event Description | Event Source | Function Limit | Supports Skills |
|---|---|---|---|---|
| Conversational Command | Use this event to implement a Conversational Command that can be invoked from within the Agent Workspace in Conversational Cloud by typing "/". | Agent Workspace | 30 | No |
Third-Party Bots
Third-Party Bots are managed through LivePerson's Conversational Cloud and can be displayed as a human agent or a LivePerson bot. You can leverage it with Functions to build Custom Integrations with another Third-Party Bot provider.
| Event Name | Event Description | Event Source | Function Limit | Supports Skills |
|---|---|---|---|---|
| Third-Party Bots Custom Integration | Triggered when a bot using the Third-Party Bots' Custom Integration receives a message. | Bot Connector | 15 | No |
| Third-Party Bots Post Hook | Triggered when a bot using the Third-Party Bots' Post Hooks receives a message. The function will be invoked after the vendor responds. | Bot Connector | 15 | No |
| Third-Party Bots Pre Hook | Triggered when a bot using the Third-Party Bots' Post Hooks receives a message. The function will be invoked before the vendor gets the payload. | Bot Connector | 15 | No |
| Third-Party Bots Error Hook | Triggered when a bot using the Third-Party Bots' Error Hooks is having an issue. | Bot Connector | 15 | No |
Integrations without events
Other LivePerson systems can invoke functions without an event associated. Only Conversation Builder Bots can be configured to invoke Functions without events as there is usually a direct link between the bot and the function.
Conversation builder
Conversation Builder Bots can be integrated with Functions. If there is some custom logic not supported by the conversation builder platform, this can be done with a function.
The configured bot will invoke a function at dialogue interactions. You can select from all functions within your LivePerson account, and there are no limits regarding the number of assigned functions. Please see our Conversation Builder documentation for more information. This allows for powerful and flexible bot development.