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LiveEngage

Admin Guide

Version 1.0

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Table of Contents

Logging In ………………………………………………………………………………………………………….. 3

LiveEngage Layout …………………………………………………………………………………………….. 4

Managing Users …………………………………………………………………………………….…………… 5

Managing Your Campaigns ………………………………………………………………………………… 7

Engagement Wizard ………………………………………………………………………………………….. 9

Surveys ……………………………………………………………………………………………………………. 12

Auto Messages ………………………………………………………………………………………………… 13

Pre-Defined Content ………………………………………………………………………………………… 14

Engagement Bar ………………………………………………………………………………………………. 15

Connection Area ………………………………………………………………………………………………. 16

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Logging In

Use this link to login to LiveEngage: https://admin.liveperson.net/hc/web/public/pub/ma/lp/login.jsp

The login screen will display:

You will be prompted to enter your credentials:

A. LivePerson Account number, provided by LivePerson or your manager

B. User ID: Your email address

C. Password: The password you have chosen

D. Password reset: If this is your first time logging in to LiveEngage, click this link and follow the

prompts to choose a password

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LiveEngage Layout

A. View your website visitor list

B. Create and manage you campaigns from this area

C. Create and edit users and skills in this area, and manage your account settings

D. Change your status in LiveEngage, get your LiveEngage tag, turn on and off sounds, and logout

E. Connection Area: Learn about the LiveEngage platform, and chat with support

F. Your website visitor list displayed in real time, including any active engagements

There are 3 different status options in LiveEngage.

1. Online: use this when you’re ready to begin taking

engagements

2. Back soon: best practice is to only use this if you’re

a small business

3. Away: use this when you’re about to log off of the

the platform, and do not want to receive any new

engagements

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Managing Users

Manage users and account settings in the Users area.

A. Add skills to your account from this drop down menu

B. Add, a user, or edit/delete a selected user from the list

C. Change your LiveEngage global settings for language, time zone, and auto logout

D. Click on a user in the list to view and edit

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Complete the form to add a user.

Email: used by the user to login,

and reset their password

Nickname: what shows to the

visitor

Name: the formal name of the

user

Permission: Administrator: Full access to the account Agent: Can engage with visitors Campaign Manager: Can create and publish campaigns Agent Manager: Can engage with visitors, and monitor agent chat sessions

Enabled: Orange when the user is

active, grey when they are not

Max no. of chats: The max

number of active chats the user

can have in their queue

Skills: The skill group that the

user belongs to

Password: Used by the user to

login to LiveEngage

Click Save to finish

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Managing Your Campaigns

Manage campaigns and campaign settings in the campaigns area.

A. Add, edit, and delete campaigns

B. Campaign list Indicates the campaign is running

Indicates the campaign is not published

C. Change your default account control group, max number of proactive engagements threshold,

and currency settings

Account control group: This is the percentage of visitors that will not see any

engagements while visiting your website, so that you can measure success of your

campaigns

Max number of engagements threshold: Set a limit to how many engagements a visitor

will see if they meet multiple campaign criteria during their session

D. Add a campaign

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Adding a Campaign

A. Choose a goal for your campaign

B. Add an engagement to your campaign

C. Edit the control group for this campaign (this is in addition to the global control group)

D. Any engagements already in the campaign will be listed here

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Engagement Wizard

Use the Engagement Wizard to create new or edit existing engagements.

A. Choose an engagement type

Chat: An engagement that connects a visitor to a live agent

Content: An engagement that does not connect a visitor to a live agent such as a

redirect, coupon code, or notifications.

B. Choose the engagement format. Options differ for chat and content

C. Choose a category. Options differ for chat and content

D. Indicates which step in the Engagement Wizard you are on

Gallery: Shown above, where you choose your engagement type, format and category

Engagement: Customize the look of the engagement, connect it to a skill

Window: (Only for chat) Choose the theme and look of the window, customize surveys,

automated messages & predefined content

Location: Limit where the engagement will appear on your website

Behavior: Limit the behaviors that will trigger the engagement to appear

A. Move forward and back in the Engagement Wizard, click done to save your edits

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Customizing the Engagement

A. Engagement customizing options:

B. Edit your engagement text and images

B. Move forward and back in the Engagement Wizard click done to save your edits

Edit the size and placement

Edit the settings

Edit the color and border Preview the engagement

Add text, images or buttons

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Customizing the Engagment Window

C. Engagement window options

D. Choose and edit your surveys

Pre-chat: Completed by the visitor before the chat

Post-chat: Provided to the visitor after the chat

Offline: Provided to the visitor when chat is not available

Agent: Completed by the agent

E. Preview your window

F. Move forward and back in the Engagement Wizard, click done to save your edits

Choose your window theme Customize language, auto

messages and predefined

content Add and remove elements to

the window

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Surveys

A. Survey options

B. Choose and activate your survey indicates the survey is active

Editing or Creating a New Survey:

A. Edit the name of the survey

B. Edit, delete, duplicate, the question or move the placement or the question in the survey

C. Add a new question to the survey

Add a heading to your survey

Apply a survey from another engagement, or add a new survey

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Auto Messages & Pre-defined Content

Auto Messages and Pre-defined Content are found in the Engagement Wizard, Window Editor Area.

Auto Messages are system text generated for specific events.

A. List of all Auto Messages, click on

the message to edit

B. Choose a time standard for the

message (some messages)

C. Customize the text of the

message

D. Turn the message on or off

(some messages)

E. Move to the next message in the

list

F. Save your changes

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Pre-Defined Content is pre-formatted text used by agents during chats. It makes for easy handling of

multiple engagements.

Adding content

A. List of all Pre-Defined content

B. Add, edit, delete selected

content and manage

categories

C. Add content

D. Add new/edit content title

and text including dynamic

text such as agent name

E. Add the content to an existing

category or create a new one

F. Add a Hot Key to the content

G. Make the content active or

inactive

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Engagement Bar

The Engagement Bar displays real time information based on where you are in LiveEngage, ie : the

visitor area, the campaign area, and for agents while chatting. Expand the Engagement Bar for more

detailed information and access to dashboards.

A. Click to expand the Engagement Bar

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Connection Area

The Connection Area provides informational articles and videos on using LiveEngage, along with links to

Training courses, and chat with LivePerson support and employees.

A. Click to access chat with LivePerson 24/7 365