How to contact LivePerson Support – LivePerson Knowledge Center

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LivePerson strives to provide the best in class support and provide technical assistance to remove any obstacles in our customer’s production environment, ensuring their business is running smoothly.

LivePerson provides 24/7 live messaging support with immediate response, just choose your preferred method to contact us!

To message LivePerson Support, follow these steps:

  1. Log into the Conversational Cloud.
  2. Click the three vertical dots on the right side of the browser to expand the Connection Area.
  3. Click the message icon to contact LivePerson.
  4. Start messaging with support.

Only Agent Managers and Administrators can open a ticket for support. This is recommended for medium or low priority issues that don’t require immediate attention. For high priority issues, please use the messaging option. Before contacting support, please review the Troubleshooting section of the knowledge center to see if your issue is addressed there.

To open a ticket, follow these steps:

  1. Log into the Conversational Cloud.
  2. Click the three vertical dots on the right side of the browser to expand the Connection Area.
  3. Click the Technical Support Cases (case icon) and then click “Create New Case”.

Before submitting a ticket, please gather the following information to expedite the support process:

  • Description of the issue, including how the current behavior differs from the expected behavior.
  • The impact of the issue, including the number of agents and contact centers affected, and how severe the impact is from the customer’s perspective.
  • Steps to replicate the issue.
  • The time the issue was first noticed.
  • Timestamps and recent changes to the Brand App and Conversational Cloud interface.
  • Screenshots and recordings of the issue.
  • Error messages displayed on the screen.

When opening a Conversational Cloud Support Case, please provide as much detail as possible and include all relevant logs, documents, and screenshots. For cases related to bots, please provide information on the bot type, JS framework (if applicable), and Conversation Builder logs. For cases related to SDKs, please provide information on the LivePerson SDK version, affected OS and device models, and device connection type. For cases related to APIs, please provide the request URL, headers, and body, as well as any relevant network traffic recordings. For cases related to Web Messaging, please provide information on the consumer’s browser, connection type, and any error messages. For cases related to mobile apps, please provide information on the app version, OS version, and device model, as well as any relevant logs and crash reports.

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